ManageEngine® Applications Manager

Integrating with ServiceDesk Plus

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Integrating with ServiceDesk Plus


ServiceDesk Plus is a web-based Help Desk and Asset Management software, offered by ManageEngine. With ServiceDesk Plus installed in your network, you can automatically log trouble tickets for specific alarms and maintain a Configuration Management Database (CMDB) that allows you to plot out your IT infrastructure from Applications Manager.


Logging trouble tickets:

Applications Manager has the ability to automatically log trouble tickets for a specific alarms and to notify the concerned technician when a particular process exceeds the set threshold point. Along with the provision to e-mail, SMS, and other notifications, alarms can also be tracked by automatically logging trouble tickets to ServiceDesk Plus. Applications Manager takes care of the two way synching of Alerts & Tickets status from SDP. For example, you can automatically log a ticket when an alarm is raised, reopen the ticket whenever an alarm is reoccured or close the ticket if the alarm is cleared.


For logging the trouble ticket to ServiceDesk Plus correctly, the following needs to be ensured:


Configuration Management Database

From a CMDB perspective, all the components monitored in Applications Manager are referred to as Configuration Items (CI). With the ServiceDesk Plus integration, Applications Manager takes care of :

You can track of all the pending requests, problems and change raised for the CI Type. Once a problem ticket is logged you can also assign a technician for the ticket. Any impact cause by the malfunctioning of these CIs and other CI details can be identified with Relationship Mapping, and specific measures can be adapted to minimize the effect.


ServiceDesk Plus - MSP

ServiceDesk Plus - MSP help-desk software is specifically built for managed service providers. ServiceDesk Plus - MSP helps service providers. With the integrated Applications Manager and ServiceDesk Plus management solution, service providers like can get end-to-end visibility of your client's IT infrastructure.



Configuring ServiceDesk Plus in Applications Manager:

This section describes the method in which ServiceDesk Plus Settings are to be configured in Applications Manager:


  • It is mandatory to have sample account and site if you are using SDP-MSP as add-on product. In case, if the sample account and site are deleted from SDP-MSP, tickets action will not getting executed.

  • The 'Using Credentials' operation will not be supported if the SDP version is above 9101.

  • CMDB should be enabled only if SDP version is 9 or above.

  • If you select ServiceDesk Plus - MSP, you will not be able to use the CMDB modules.


Ticket Settings

You can configure the following settings:


Configuration Item Details and Relationship Mapping

Once the ServiceDesk Plus Settings are be configured, Applications Manager identifies all the monitors (unless you have configured to exclude a monitor(s) or a selected monitor type(s)) and adds them as Configuration Items in ServiceDesk Plus CMDB.


You can change the following Configuration Item Settings by clicking on the Advanced Settings checkbox and then enabling the Enable Configuration Item (CI) sync option.


To View the details of a Configuration Item and view Relationship Maps:

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