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Steps to integrate ServiceDesk Plus and Desktop Central

This document walks you through the steps on integrating Desktop Central with ServiceDesk Plus. The first and foremost step is generation of an authentication key, also known as the API key.  This authentication key is used for authenticating the integration. Any communication between Desktop Central and ServiceDesk Plus will be validated based on the authentication key. Here's how authentication key can be generated in Desktop Central and ServiceDesk Plus: 

Note: API key is mandatory to secure communication between both the servers and should be generated in Desktop Central server and ServiceDesk Plus server, separately. 

Generation of an authentication key 

Note: The following steps are applicable only for customers who are running Desktop Central build 90109 or above and ServiceDesk Plus build 9033. If you are using an instance running on a build number lesser than the specified numbers, upgrade to the latest build to proceed with the integration. 

API key generation in Desktop Central 

An API key should be generated in Desktop Central and updated in ServiceDesk Plus. This will authenticate any communication from Desktop Central server to ServiceDesk Plus server.

  1. Authentication key can be created only for the logged on user and this user should have administrative privileges
  2. Login to Desktop Central web console using admin credentials. 
  3. Navigate to Admin tab -> Integrations -> API Key generation
  4. Against the user name, under Action column, click Generate to generate the API key and copy the generated key. This key should be updated in ServiceDesk Plus server for the integration to work. 
  5. Navigate to Admin tab from ServiceDesk Plus console -> Integrations -> DesktopCentral -> paste the copied API key under DesktopCentral - Server Configuration
  6. Click Test Connection and Save to verify if the communication has been established. 
  7. You have successfully generated API key in Desktop Central and established communication with ServiceDesk Plus server. 

    API key generation in ServiceDesk Plus 

    An API key should be generated in ServiceDesk Plus and updated in Desktop Central. This will authenticate any communication from ServiceDesk Plus server to Desktop Central server. 

    1. Login to ServiceDesk Plus web console using admin credentials
    2. Generation for a new technician:
      • Navigate to Admin tab -> Users -> Technicians -> Add new technician
      • Furnish technician details such as personal details, employee details, contact information, cost details, department details, assign group(s) for the technician and select permissions by choosing an appropriate project role for the technician. 
      • The next step is to enable login for this technician by providing login details such as name, password and domain. Also, enable administrator privileges (SDAdmin) by choosing the appropriate checkbox. 
      • Under API key details, either generate or regenerate the API key.
    3. Generation for an existing technician: If you want to generate authentication key for an existing technician, edit the technician details and generate the API key under API key details
    4. Generation for currently logged on technician: If you want to generate authentication key for currently logged on user, click on the user icon from top-right corner of the console and click API Key Generation or Personalize -> API Key Generation
    5. Copy the generated key and this key should be updated in Desktop Central server for the integration to work. Navigate to Admin tab from Desktop Central console -> Integrations -> ServiceDesk Plus settings -> ServiceDesk Plus details -> paste the copied API key -> Save
    6. You have successfully generated API key in ServiceDesk Plus and established communication with Desktop Central server. 

      Here is a quick video on how to perform the integration:

      Related documents

      1. Benefits of the integration
      2. Features of the integration