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Integrating with ServiceDesk Plus Cloud

Introduction

Desktop Central - ServiceDesk Plus Cloud integration provides the following benefits:

  • Updated and comprehensive inventory details will be posted periodically.
  • Helpdesk requests raised from Desktop Central's agent tray will be logged as tickets in SDP automatically.
  • Inventory alerts for every minute change in hardware and software

Prerequisite

Desktop Central build should be 10.0.598 or above.

Note: For the Desktop Central-ServiceDesk Plus Cloud integration to work properly, please update your Desktop Central build to the latest version. If your Desktop Central build is below 10.0.598, then the integration will not work after Feb, 2021.

Steps to integrate

  1. Login to Desktop Central web console, and navigate to Admin > Integration > ServiceDesk Plus settings > ServiceDesk Plus on-demand.
  2. The next step is to provide the server name, for which there are two options to choose from:
    • Choose either "https://sdpondemand.manageengine.com", "https://sdpondemand.manageengine.en" or "https://sdpondemand.manageengine.in", according to the domain your SDP server is hosted in. To find out the exact URL, go to ServiceDesk Plus console and navigate to ESM Directory > ESM portal > URL for Organization Portal, as shown below:

      SDP

    • Choose "Portal" if you've set up a customized domain for accessing ServiceDesk Plus cloud and enter the exact URL.
    • Note: All the helpdesk tickets and assets are posted to this URL. To post the DC - SDP integration tickets to a specific instance, provide the complete portal URL along with the instance name, for example, https://dc.manageengine.com/app/myinstancename. If an instance is not specified in the URL, the tickets will be raised to the default instance. You can create and check instance names in ServiceDesk Plus console by navigating to ESM Directory > Service Desk Instances, as shown below:

      SDP

  3. How to generate the ServiceDesk Plus Cloud Authentication file?

    • Sign in to your ServiceDesk Plus Cloud account with administrative privileges and open this URL: https://api-console.zoho.com/.
    • If Client is not present, create a Self Client.
    • Now, enter Scope as:SDPOnDemand.assets.ALL,SDPOnDemand.requests.ALL,SDPOnDemand.setup.ALL
    • Set the Time Duration for the expiration of the Authentication file to 10 minutes.
    • Add Scope Description, if necessary.
    • Click Create and Download the generated Authentication file (json).
    • In the Desktop Central web console, go to the Admin tab, under Integrations, click ServiceDesk Plus Settings. Upload the Authentication file, and click Save.
  4. Under Features to be integrated, you can select the required features.
  5. If you have integrated IT asset data, you can define the action to be performed on ServiceDesk Plus, when computers are removed from Desktop Central's scope of management, and you can also enable the option for assigning workstation owners automatically.
  6. Click Save to complete the integration process.

Features

IT asset data

Asset data will be posted to the Desktop Central server during the following scenarios:

  • System start-up
  • User logon
  • Post a manual or scheduled scan
  • When a new software is installed/uninstalled
  • During the 90 minutes refresh cycle

Log helpdesk requests as tickets

Users will be able to raise help desk tickets from the Desktop Central agent tray icon. These requests will be logged as tickets in the SDP ondemand server automatically. The help desk settings under Admin tab need to be configured for this feature to work. The benefits of logging help desk tickets as requests in ServiceDesk Plus on-demand are:

  1. Leverage single sign-on functionality and submit requests without logging in
  2. Send requests using predefined templates and attach supporting screenshots/videos.
  3. Use customizable subject lines to aid in automatic assignment of ticket
  4. Configure settings in Desktop Central to log the following asset-related alerts as tickets in ServiceDesk Plus. These include alerts pertaining to:
    • Recently added hardware
    • Commercial software applications that have recently been installed or uninstalled
    • Prohibited software applications that have recently been installed
    • Software compliance issues related to expired licenses and under licensed software