AlarmsOne Integration
AlarmsOne is an alert management tool designed to consolidate and manage alerts from various monitoring tools within one console.
Integrating AlarmsOne with ServiceDesk Plus Cloud enables you to collect alerts, convert them into requests, and manage them under the Alerts module in ServiceDesk Plus Cloud.
To integrate, go to Setup > Apps & Add-ons > Integrations > ManageEngine Integrations and enable AlarmsOne. Alternatively, you can enable the AlarmsOne integration from the Alerts module.
Role Required: SDAdmin
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License Behavior For AlarmsOne Integration
When the integration is enabled,
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If you already have an AlarmsOne account, the account's license is automatically updated based on the ServiceDesk Plus Cloud license and edition.
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If you do not have an AlarmsOne account, a new AlarmsOne account will be created, and an appropriate license will be allocated immediately.
You can enable AlarmsOne integration for only one IT instance at a time. To enable the integration for another IT instance, dissociate the AlarmsOne account by using the Dissociate option in the AlarmsOne integration card of the currently-enabled instance.
Dissociation has the following effects:
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For accounts created by the integration, all alert and organizational data in the AlarmsOne account will be deleted. When you enable the integration from another instance, a new AlarmsOne account is created.
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For existing accounts, the account data is retained and its license reverts to the version held before enabling the integration.
Alert Roles
In ServiceDesk Plus Cloud, two default roles are available for the Alerts module:
- AlertConfig: Technicians with the SDAdmin or AlertConfig role can configure the Alerts module under Setup > Customization > Alert Management.
- AlertUser: Only technicians with the SDAdmin or AlertUser role can view the Alerts module, create requests from alerts, and access alert dashboard.
To bulk assign AlertUser and AlertConfig roles to technicians,
- Go to Setup > Users & Permissions > Users > Technicians.
- Select the checkbox next to the required technicians.
- In the toolbar, click Actions > Associate Login Roles.
- In the Associate Login Roles pop-up, select the required alert roles and click Associate.
To assign these roles to individual technicians,
- Go to the required technician details page.
- Under Login Details, select the AlertConfig or AlertUser role from Available Roles and move it to Assigned Roles by using Assign
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. - Click Save.
ServiceDesk Plus Cloud and AlarmsOne Role Mapping
After the integration is enabled, all SDAdmins will be synced as contacts with the AlarmAdmin role in AlarmsOne.
Other technicians will be assigned with corresponding AlarmsOne roles, as follows:
|
ServiceDesk Plus Cloud Role |
AlarmsOne Role |
|
SDAdmin who enabled the integration |
SuperAdmin |
|
SDAdmin, AlertConfig |
AlarmAdmin |
|
AlertUser |
AlarmUser |
User Sync Between AlarmsOne and ServiceDesk Plus Cloud
|
AlarmsOne Contact Action |
ServiceDesk Plus Cloud Technician Action |
|
A contact is created when |
• A new technician is assigned the SDAdmin role • A technician is assigned the AlertConfig or AlertUser role • A requester is converted to technician and assigned the AlertConfig or AlertUser role |
|
A contact is updated when |
• The technician's alert role or personal details are modified |
|
A contact is deleted when |
• The technician is deleted • The technician is converted into a requester • Alert roles associated with the technician are removed |