Integration of Applications Manager with ServiceDesk Plus Cloud

ManageEngine Applications Manager is an on-premises tool that allows you to monitor the health, availability, and performance of different types of applications such as web apps, application servers, databases, etc. It also allows you to discover applications, raise alarms when some conditions are met, generate reports, etc.

Integration of Applications Manager with ServiceDesk Plus Cloud allows you to automatically log tickets in ServiceDesk Plus and notify respective technicians based on configured alarms Applications Manager. This integration supports a two-way syncing of status between alarms and tickets. For example, a ticket in ServiceDesk Plus can be reopened if the alarm is raised again; or closed when the alarm is cleared.

Configuration

1. Go to Admin >> Product Settings >> Add on Settings and click Add under Actions against the Helpdesk entity.

2. Now, choose ManageEngine ServiceDesk Plus and choose your preferred method of integration: Using REST API or Using OAuth.

3. Provide the required details based on the chosen method.

   •   Using REST API:
     1. Choose ServiceDeskPlus Cloud and
     2. Provide URL and REST API key.

• Using OAuth:

1. Provide the URL
2. Select the OAuth provider from the drop-down.

4. Configuring Email Notification: To configure email notification due to connectivity failure, select Enable Mail Notification for Connectivity Failure, and do the following.

   • To send notifications to admin, select Choose Admin Email or to send email to others, click Choose Email Action and choose an email address from the drop-down or click New Action, add a new email address and click Save.

   • To add a message to the email, enable Append Custom Message and add the preferred message.

   • To repeat sending email notifications, enable Repeat mails until successful connection and enter the time interval in minutes.

5. Configuring Ticket Settings: To configure ticketing settings, select Advanced Settings and select the appropriate checkboxes to configure the request-related settings. To learn more, click here.

6. Finally, click Test Connection and Save.

Ticket Settings

 You  can configure the following settings:

1. Set Applications Manager to perform one of the following actions when an alarm is raised again for a closed ticket:

• To reopen the ticket whenever an alarm is reoccured.

• To reopen the ticket within a certain number of days from the closed time. If the ticket is not reopened a new ticket is automatically created. (To reopen the ticket whenever an alarm is reoccured within a certain number of days else open a new ticket.)

• To create a new ticket or to open a new ticket whenever an alarm has re-occured.

2. Set Applications Manager to perform one of the following actions when the severity of an alarm is changed / RCA of the alarm is updated for an already created ticket:

• To update the ticket.

• To update the notes associated with that ticket.

3. Set Applications Manager to perform one of the following actions when an alarm is cleared for a ticket:

• To close the ticket

• To update the notes associated with that ticket.

4. Add notes for the ticket whenever an annotation is made for the alarm.

5. Enable ticket generation using :

• Raise a ticket action to raise a ticket on demand using a ticket action from the alarms page. The new tickets are mapped to the respective configuration items.
• Request Form to raise a ticket on demand using the request form from the alarms page. The new tickets are mapped to the respective configuration items.

6. Access ticket details from Applications Manager. Users can access the ticket details from the ticket details link in the alert details page.

7. Launch Read only ticket. When selected, the ticket details launched from the Applications Manager would be read-only.

8. Update the ticket only if there is a status change in the alarm.

• If enabled, action is triggered only when there is a status change in alarm.

9. Overwrite the request template with the fields selected in the action profile.

• This option is disabled by default. In Log a ticket action, on selecting the Incident template, the other fields will be hidden. The default values of the Incident template chosen would be used to log the trouble ticket in ServiceDesk Plus
• If enabled, the other fields will become visible, thereby, allowing the user to modify the default fields of the Incident template.
   

Disabling Integration

To disable integration with Applications Manager,

1. Go to Setup >> Apps & Add-ons >> Integrations >> ManageEngine Integrations.

2. Click the toggle on the Applications Manager card to disable integration.