Integrating with ServiceDesk Plus On-Premise

If you have ServiceDesk Plus On-Premise installed in your network, you can automatically log trouble tickets from OpManager for specific network faults. So, besides the provision to email, sms, or notify fault in other forms, you can also track the faults by logging trouble tickets to ServiceDesk Plus. This helps in issue tracking.

How to integrate ServiceDesk Plus?How to integrate ServiceDesk Plus?

 

OpManager communicates with ServiceDesk Plus via its API. Click here to know how to generate the API key for integrating ServiceDesk Plus with OpManager.

Configuring ServiceDesk Plus Settings in OpManager

OpManager must know where ServiceDesk Plus is running to log the ticket. To configure the ServiceDesk Plus settings details, go to Settings → General Settings → Third Party Integrations → ServiceDesk Plus and follow the steps given below.

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  1. Product type: Select the product type (ServiceDesk Plus or ServiceDesk Plus-MSP) with which you are trying to integrate OpManager.
  2. Server IP / DNS Name: Name or the IP address of the machine where ServiceDesk Plus is installed and running.
  3. ServiceDesk Plus Technician Key: Enter the API key generated using API Key Generation in ServiceDesk Plus. Click here to learn how to get the Technician key.
  4. Ticket Reopen Settings: If an alert re-occurs, this setting will allow you re-open an old ticket or create a new one.
  5. CMDB Settings
    • Sync devices to ServiceDesk Plus: This option will allow you to sync all your devices from OpManager to ServiceDesk Plus.
    • Sync newly discovered devices in future: This option will automatically sync your newly discovered devices from OpManager to ServiceDesk Plus OP. Refer here to know the list of fields that will be synced from OpManager to ServiceDesk Plus OP.
    • Delete device in ServiceDesk Plus when deleted in OpManager: Deletes a device from ServiceDesk Plus, if the device is deleted from OpManager.
    • Sync device relationships to SDP: This option will enable users to sync device relationships from OpManager to ServiceDesk Plus. To know more, kindly click here.
  6. The Sync now option will let you sync the devices in OpManager with ServiceDesk Plus
  7. Now, click Save.

Configuring Advanced Settings

Users can also configure the advanced settings while integrating OpManager with SDP OP by clicking on the "Advanced Settings" option found in the top right corner of the page. Users must fill the values for the following fields.

Configuring advanced settings for integrating OpManager with SDP OP.

  1. Request Template: Select your preferred template for creating incidents in SDP OP.
  2. Enable Request Status Comments: Enable this option to configure the comments that will be added from OpManager, whenever the status of a ticket changes. This is applicable while closing or reopening the tickets.
  3. Status Change Comments: Provide the comment to be added while changing the ticket status.
  4. Close Comments: Provide the comment to be added when a ticket is closed from OpManager
  5. CMDB Settings: Select the required device categories which must be excluded from being synced with ServiceDesk Plus OP.

Configuring notification profiles to log tickets

Now that the integration details have been configured successfully, it is time to configure notification profiles, to push alerts from OpManager to ServiceDesk Plus OP. Follow the below steps to configure notification profile for SDP OP.

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  1. Go to "Settings -> Notifications -> Notification Profiles" and then click on the "Add" option at the top right corner.
  2. Select the "Log a ticket" option.
  3. Now, click on the "ServiceDesk Plus" tab on the left hand side.
  4. Fill in the necessary fields and click on "Next".
  5. Click here to know about the further steps to be taken to configure a notification profile.

Note:

  • It is highly recommended that you use the latest/ updated versions of both OpManager and ServiceDesk Plus. Because the latest versions communicate via API-based integration unlike older versions. To know about the versions of OpManager that are compatible with the versions of ServiceDesk Plus On-Premise, click here.
  • If an alarm is raised as a ticket in ServiceDesk Plus and the ticket is not closed, any change in severity of the alarm will be updated in the same ticket as notes. Any custom statuses will be equivalent to "Open" only.
  • Also, if an alert from OpManager is being raised on a closed ticket in SDP, you can configure if you wish to reopen the same ticket or create a new ticket for that alert. This option is available under the "If alert re-occurs" field in the SDP integration configuration page in OpManager.
  • Whenever a ticket is being raised in ServiceDesk Plus, it will be raised with the requester name that is associated with the API key which was used at the time of configuration.

Syncing the devices from OpManager to ServiceDesk Plus OP

Assets present in OpManager inventory are constantly synced with SDP. Devices of all categories will now be synced between OpManager and ServiceDesk Plus OP.

Click here to know more about the fields that are synced into each category for ServiceDesk Plus

Once the integration is configured, devices of all categories, except the excluded ones, will be synced from OpManager to ServiceDesk Plus OP, along with their respective fields and values. If any value of a particular device is changed from OpManager, the respective change will be reflected in the SDP OP end as well, since the field values will be updated constantly between OpManager and SDP OP. Furthermore, while configuring the integration details, users also have an option to delete a CI from SDP OP, when the corresponding device has been deleted from OpManager.

OpManager is now successfully integrated with ServiceDesk Plus OP. Know more about OpManager - ServiceDesk Plus OP integration.

Know more about the integrations offered by OpManager.

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