# Integration with ServiceDesk Plus

These questions were raised during ServiceDesk Plus Integration Training

## FAQ's

- **Should scanning be initiated manually from ServiceDesk Plus or Endpoint Central to get asset data?**  
  Endpoint Central will scan the computers periodically and update the asset data to ServiceDesk Plus.

- **Can user submit attachment(s) to ticket and update more info after ticket has been submitted including cancel ticket if user no longer need assistance?**  
  User can attach screen shots as well as recorded videos along with the tickets. We do not support cancelling the tickets, it is in our roadmap.

- **Can I add specific details on the asset like purchase details or asset ID in Endpoint Central?**  
  We are currently coming up with the feature, where you can choose to create your own custom columns. Custom Columns will allow you to feed in any data, in the desired format. This will be available soon.

- **Can I integrate Endpoint Central with ServiceDesk Plus cloud?**  
  Yes, Endpoint Central can be integrated with ServiceDesk Plus cloud. You can refer this document for more details: [steps to integrate Endpoint Central with ServiceDesk Plus Cloud](https://www.manageengine.com/products/desktop-central/help/configuring_desktop_central/integrating_with_servicedesk_plus_on_demand.html)

- **In order to use the self service portal do you need enterprise edition of Endpoint Central?**  
  Yes, this feature is limited to Enterprise Edition. Here is a detailed comparison of the features based on editions. You can view the details on the [various editions here](https://www.manageengine.com/products/desktop-central/edition-comparison-matrix.html?)

- **How is this licensed?**  
  We have two types of license: Deployment based license and Machine based license. For more details refer to our online store at [https://store.manageengine.com/os-deployer/](https://store.manageengine.com/os-deployer/index.html)

- **Do you need the enterprise version of Endpoint Central in order to create a ticket from the agent?**  
  This feature is supported on both the "Enterprise edition" and "Professional edition".

- **What functional and operational differences are there between SD agent and Endpoint Central agent?**  
  Endpoint Central agent is far more capable than ServiceDesk Plus. Endpoint Central agent has the ability to fetch data whenever new hardware/software is added or removed. You can also use Endpoint Central agent to deploy patches, install software, execute configurations, and much more. If you have Endpoint Central integrated with ServiceDesk Plus, you would not require ServiceDesk agents, as Endpoint Central agents will take care of the requirements.

- **I have Endpoint Central and SDP integrated but I cannot see remote connection icon under open ticket. Why?**  
  The remote connection icon will be visible only if the asset is mapped to this request and the technician has "Remote Control Role" enabled.

- **Every year I have a lot of licenses to be renewed. Can ServiceDesk Plus or Endpoint Central track them and remind me on those?**  
  Yes, this can be done using Endpoint Central by scheduling a specific report. You can create the report from:  
  `Inventory --> Inventory Reports --> License Renewal`