Integrating with ServiceDesk Plus (SDP) MSP Cloud
Overview
About the integration
ManageEngine ServiceDesk Plus MSP Cloud is a cloud-based help desk and IT service management solution designed specifically for managed service providers. Built on the ITIL framework, it offers integrated asset management and multi-client support to help service providers efficiently manage their clients' IT infrastructure.
Logging trouble tickets
Applications Manager has the ability to automatically log trouble tickets for a specific alarm and to notify the concerned technician when a particular process exceeds the set threshold point. Along with the provision to email, SMS, and other notifications, alarms can also be tracked by automatically logging trouble tickets to ServiceDesk Plus MSP Cloud. Applications Manager supports two-way synchronization of alert and ticket statuses with SDP MSP Cloud. For example, you can automatically log a ticket when an alarm is raised, reopen the ticket whenever an alarm recurs, or close the ticket if the alarm is cleared. In addition to this, the alerts under the Alarms tab include a Ticket Icon, which opens the corresponding ticket when clicked. Learn more.
Integrating ServiceDesk Plus MSP Cloud with Applications Manager
Setting up Applications Manager
- Under the Settings tab, click on Integrations under Product Settings.
- Click on the Add icon shown under the ServiceDesk Plus MSP Cloud section. This will take you to the ServiceDesk Plus MSP Cloud Server Details page.
- Select the Data Center where your ServiceDesk Plus MSP Cloud account is hosted from the dropdown.
- Under OAuth Verification, a verification code is automatically generated. Copy the code using the copy icon. The code is valid for 10 minutes.
- In your ServiceDesk Plus MSP Cloud portal, navigate to Setup > Apps & Add-ons > Integrations > ManageEngine Integrations > Applications Manager. Paste the verification code and confirm the verification.
- Return to Applications Manager and click I've completed verification to complete the authentication. On successful verification, the portal used for code verification will be automatically populated in the Portal field.
- Click Test Configuration to verify the connection.
- Enable the Connectivity Failure Notification toggle button if you wish to trigger mail notifications in case of connectivity failures. After enabling this option, enter the following details:
- Specify the Notification Mode by configuring the email to which the notification has to be sent. You can configure either by choosing Admin email (Mail address configured for the admin user or the mail address in SMTP configuration) or by selecting email actions to be triggered for the selected email from the dropdown.
- Enable the Repeat until successful connection option by selecting 'Yes' to repeat mail notifications until a successful connection is established. After enabling, specify the Repeat Interval (in minutes) after which the mail notification has to be repeated.
- By enabling the Log Tickets toggle button, you have the option to configure Ticket Settings.
- Enable the Configuration Item (CI) sync toggle button to configure Configuration Item Settings.
- After configuring the necessary settings, click Save to save the settings.
Note: The connectivity status of the ServiceDesk Plus MSP Cloud will be notified through in-app notifications (product bell icon).
Ticket Settings
You can configure the following settings:
Reopen Settings
- Set Applications Manager to perform one of the following actions when an alarm is raised again for a closed ticket:
- To reopen the ticket whenever an alarm recurs.
- To reopen the ticket within a certain number of days from the time. If the ticket is not reopened, a new ticket is automatically created. (To reopen the ticket whenever an alarm recurs within a certain number of days, or else open a new ticket.)
- To create a new ticket or to open a new ticket whenever an alarm has reoccurred.
- Set Applications Manager to perform one of the following actions when an alarm is raised again for a resolved ticket:
- To reopen the ticket whenever an alarm recurs.
- To reopen the ticket within a certain number of days from the closed time. If the ticket is not reopened, a new ticket is automatically created. (To reopen the ticket whenever an alarm recurs within a certain number of days, else open a new ticket.)
- To create a new ticket or to open a new ticket whenever an alarm has reoccurred.
- Set Applications Manager to perform one of the following actions when an alarm is raised for an entity that was previously clear, and if the existing ticket in the help desk is not closed/resolved:
- To update the existing ticket whenever an alarm recurs.
- To update the existing ticket within a certain number of days from the clear alert. If the ticket is not updated, a new ticket is automatically created. (To update the existing ticket whenever an alarm recurs within a certain number of days, else open a new ticket.)
- To update the notes associated with that ticket.
- To create a new ticket or to open a new ticket whenever an alarm has reoccurred.
- Enable on-demand ticket generation using:
- Raise a ticket action, so that you can raise a ticket on demand using a ticket action from the alarms page. The new on-demand tickets are mapped to the respective configuration items.
- Request Form, so that you can raise a ticket on demand using the request form from the alarms page. The new on-demand tickets are mapped to the respective configuration items.
Update Settings
- Set Applications Manager to perform one of the following actions when the severity of an alarm is changed / RCA of the alarm is updated for an already created ticket:
- To update the ticket.
- To update the notes associated with that ticket.
- Set Applications Manager to perform one of the following actions when an alarm is cleared for a ticket:
- To close the ticket.
- To update the notes associated with that ticket.
- Set Applications Manager to perform one of the following actions when a monitor, a ticket action, or a metric is deleted for a ticket:
- To close the ticket.
- To update the notes associated with that ticket.
- Update the ticket only when there is a status change in the alarm.
- If enabled, the action is triggered only when there is a status change in the alarm.
- Add notes for the ticket whenever an annotation is made for the alarm.
Accessing from Applications Manager
- Access ticket details from Applications Manager. The user can access the ticket details from the ticket details link in the alert details page.
- Launch Read-only ticket. When selected, the ticket details launched from Applications Manager would be read-only.
- Overwrite the request template with the fields selected in the action profile.
- This option is disabled by default. In the Log a ticket action, on selecting the Incident template, the other fields will be hidden. The default values of the Incident template chosen would be used to log the trouble ticket in ServiceDesk Plus MSP Cloud.
- If enabled, the other fields will become visible, thereby allowing the user to modify the default fields of the Incident template.
Configuration Item Details in CMDB
Once the ServiceDesk Plus MSP Cloud Settings are configured, Applications Manager identifies all the monitors that are considered as valid Configuration Items and adds them as Configuration Items in ServiceDesk Plus MSP Cloud CMDB. Since ServiceDesk Plus MSP Cloud is a multi-client platform, CIs are scoped per MSP customer - each customer sees only the monitors mapped to them.
Applications Manager also supports syncing CI Relationships to ServiceDesk Plus MSP Cloud. Relationships between monitored Configuration Items are automatically reflected in the ServiceDesk Plus MSP Cloud CMDB during CI synchronization. Only relationships where both the source and target CIs belong to the same MSP customer are synced, ensuring accurate cross-customer boundary enforcement.
Note: Click
here to learn about the types of Applications Manager monitors and their corresponding ServiceDesk Plus MSP Cloud CI Class types.
Customer to Resource Mapping
The Customer to Resource Mapping option determines how monitors are synced to each MSP customer's CMDB. Monitors are mapped to MSP customers using the following filters in strict priority order:
- All Monitors - Assigns every eligible monitor to a single MSP customer. If configured, no other filters apply.
- Probe-based - Maps monitors by their probe. Each probe's monitors are claimed by the assigned customer. Probe-claimed monitors are excluded from monitor group-based resolution.
- Monitor Group-based - Maps monitors by monitor group membership. Sub-groups are expanded recursively.
You can configure the following CI Behavior Settings by enabling the Configuration Item (CI) sync toggle button:
- Delete the CI if the corresponding monitor is deleted.
Conflict: Monitor in Multiple Groups - If a monitor belongs to two or more monitor groups mapped to different customers, the conflict is resolved in the following order:
- Parent group wins - If the groups are nested (one is a sub-group of the other), the monitor is assigned to the parent group's customer, regardless of which group was created first.
- Created first wins - For unrelated groups with no parent-child relationship, the group created first (lowest internal ID) wins.
CMDB Reports
The CMDB Reports section provides a detailed summary of all resources from Applications Manager that are synchronized with ServiceDesk Plus MSP Cloud. This report allows you to track synchronization attempts, verify data consistency, and troubleshoot failures with ease. Each entry in the report includes key details such as:
- Display Name - Resource name as identified in Applications Manager.
- Resource Type - Type of the monitored resource (e.g., Network, Linux, PostgreSQL, Tomcat Server).
- CI Name / CI Type / CI ID - The corresponding Configuration Item details in ServiceDesk Plus MSP Cloud.
- Operation - The synchronization action performed (for example, Add or Update).
- Last Successful Attempt / Last Attempt - Timestamps of the latest sync activities.
- Status - Indicates whether the sync was successful or failed.
- Message - Displays additional information or error codes to help troubleshoot issues.
Customizing the Report
Use the column selector to add or remove fields and tailor the report to your needs (for example, display CI ID or Resource Name). Apply search and filter options across columns to quickly locate specific records (e.g., filter by status to view only failed syncs).
Exporting Reports
For offline analysis or audit purposes, the report can be exported in multiple formats. This helps in maintaining a record of all CMDB synchronization activities.
