ServiceDesk Plus

    ServiceDesk Plus API

     



     

    Purpose of API in ServiceDesk Plus

    Application Programming Interface (API) is used to integrate various applications and facilitate sharing of data between them. The integration can be achieved with any third party (external) applications or web services that is capable of sending the data via http protocol.

    With API, ServiceDesk Plus operations can be accessed from other applications or web services. In case of request operations, it provides a convenient method to raise requests (other than the default e-mail or web form) directly into ServiceDesk Plus without logging into the application. If required, you can also have an option to create your own web form for using API. 

     

    API Types and supported Operations

    ManageEngine ServiceDesk Plus supports both Servlet and REST API. While the functionality are similar for both, Servlet consists of http form based submission whereas, REST conforms to the REST specifications. Both the api methods can be implemented simultaneously in the application provided, the operation is performed with the corresponding syntax definitions.  

     

    The servlet Http form submission based API supports operations such as,

    • Adding new request, editing, closing, deleting, viewing existing requests and adding notes for existing requests.

    • Adding new site, editing and deleting the existing site.

    • Adding new technician, editing and deleting the existing technician.

    • Adding new requester, editing and deleting the existing requester.

    • Adding a workstation/server, updating a workstation/server, adding an asset, updating an asset and deleting assets.

     

    While the REST API supports operations such as,

    • Adding new request, editing, closing, deleting and viewing existing requests.

    • Adding new notes to a request, editing, deleting and viewing existing notes.

    • Adding work log to a request, editing, deleting and viewing existing work logs.

    • Adding new change, editing, closing, deleting, viewing existing changes

    • Importing requests based on specific category, status, urgency, priority etc.,

    • Importing requester and technician related information etc.,

    Note: REST API supports both "incident/service requests" whereas Servlet API supports only "Incident requests".

     

    Difference between Servlet and REST API

     

    Servlet API

    REST API

    The servlet is a form based input submission by the external applications. While the output is exposed in XML format.

    The input data is sent as an XML string and the output is exposed as an XML string.

    The http form is submitted to,

    http://<machine_name>:<port_number>/servlets/RequestServlet

     

    The general form of the api url is,

    http://<servername>:<port number>/sdpapi/<module>

    Authentication is through User Name and Password for every API operation.

    Authentication is through Technician Key for every API operation.

    Supports operations on features such as Request (Incident alone), Site, Technician, Requester and Assets.

    Supports operations on features such as Request (Incident as well as Service), Technician, Requester and Change.

    Supports Admin Operations as well (importing requests based on Specific Category/all Categories, Specific Subcategory/all Subcategories, Specific Item/all Items, Specific Status/ all Status, Specific Level/ all Levels, Specific modes/all Modes, Specific Urgency/all Urgencies, Specific Priority/all Priorities, Specific Request Template/ all Request Templates, and all Support Groups).

     

     

    Future Enhancements

    • Support the remaining modules namely problem, purchase, contracts and cmdb.

     

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