This document will explain you the steps involved in configuring Desktop Central and ServiceDesk Plus integration. The first step in integrating Desktop Central with ServiceDesk Plus is to generate an authentication Key to authenticate the integration. Authentication Key is also called as API Key. Authentication keys should be generated in both the servers, that is Desktop Central and ServiceDesk Plus. The key which is generated in Desktop Central should be entered in ServiceDesk Plus server, and the key which is generated in ServiceDesk Plus, should be updated in the Desktop Central server. All communications between the Desktop Central and the ServiceDesk Plus server will be validated based on these authentication keys.
Authentication Key is mandatory to secure all communications between the Desktop Central and ServiceDesk Plus. Authentication Keys are used to perform the below mentioned operations:
Authentication Key generated in Desktop Central and updated in ServiceDesk Plus is used to:
Authenticate all communications from Desktop Central server to ServiceDesk Plus will be authenticated only using the authentication key.
Authentication Key generated in ServiceDesk Plus and updated in Desktop Central Plus is used to:
Install/uninstall software applications
Log help desk requests as tickets in ServiceDesk Plus
Add work log to remote connections.
Note : The following steps are applicable only for customers who are running Desktop Central build # 90109 or later versions and ServiceDesk Plus build # 9033. If you are using Desktop Central running on build number lesser than 90109, or ServiceDesk Plus build number lesser than 9033, then upgrade to the latest version and follow the steps mentioned below.
Authentication key can be created only for the logged on user and the user should have Administrator privilege. To generate an authentication key, You need to login to Desktop Central web console as the user, with administrator privilege and follow the steps mentioned below:
You can now update the copied authentication key in the ServiceDesk Plus server, for the integration to work. The API Key that you have generated should be pasted on the SeriveDesk Plus server in the below mentioned location :
You have successfully generated the API key and established communication with the ServiceDesk Plus server.
To generate an authentication key for ServiceDesk Plus, you should login as a user, with administrator privilege. Follow the steps mentioned below to generate authentication key for a new user.
Check the Enable login for this technician checkbox. Enter the following details for the technician:
Select Enable Administrator Privileges (SDAdmin) option
Under API Key Details, click Generate/Regenerate to generate the authentication Key
You have successfully generated the authentication key, which should be copied and pasted in Desktop Central Server -> Admin tab -> Integrations -> ServiceDesk Plus settings -> API key details. You can also generate authentication key for the existing user by editing the Technician details, and click Generate under API Key details. If you wanted to generate authentication key for logged in user, you can click Personalize and generate API key.