Integrating RMM Central with ServiceDesk Plus MSP

ServiceDesk Plus MSP is a Web-based help desk and asset-management software. It enables you to integrate your help-desk requests and assets to help you manage your IT infrastructure effectively. You can integrate the following features of RMM Central with ServiceDesk Plus MSP:

  1. Data related to hardware and software assets

  2. Help-desk requests

  3. Deploying software packages

  4. Add Worklog to ServiceDesk Requests for Remote Connections


Integrating the features mentioned above with ServiceDesk Plus MSP enables you to do the following:

  1. Get comprehensive information about IT assets like hardware and software assets installed in the computers in your network

  2. Log service and configuration requests, made by users as tickets automatically

  3. Install software packages from the ServiceDesk Plus console

  4. Add the reasons for remote connections as worklog entries to a request.

  5. Integrating ServiceDesk Plus MSP and RMM Central makes the fault resolution process simple and continuous.

  6. Minimize the downtime of network operations.

  7. Improve network management efficiency overall for multiple customers over different probe locations.

  8. Provide uniformity over the fault management process.

Make sure that the following points are taken care of while integrating ServiceDesk Plus MSP with RMM Central:

  1. Site name in RMM Central should be the same as the Remote office name in ServiceDesk Plus MSP

  2. Customer credentials for one customer should be the same in both RMM Central and ServiceDesk Plus MSP

  3. Heirarchy of computers/devices in RMM Central should be the same as the hierarchy in ServiceDesk Plus MSP

Steps to Integrate

The pre-requisites and the steps for integration vary for every feature that you wish to integrate. The links below will guide you through the integration:

  1. Authenticating the integration

  2. Integrating Asset Data with ServiceDesk Plus MSP

  3. Automatically Log Help Desk Requests as Tickets in ServiceDesk MSP Plus

  4. Configure to add worklog entries to requests for Remote Connections

  5. Configuring a Log a Ticket Notification Profile