Integration of Applications Manager with ServiceDesk Plus Cloud

ServiceDesk Plus Cloud Edition

Incident Management Settings

CI Sync Settings

Standard

Supported

Not supported

Professional

Supported

Requires CMDB add-on

Enterprise

Supported

Supported

Setting

Purpose

Option

When an alarm is raised for the closed ticket

Select the action to be performed when an alarm recurs after associated incidents have been closed.

Re-open the ticket always: Reopens closed/resolved incidents when associated alarms recur after being cleared.

Re-open the ticket within N days from the closed time. Else create as a new ticket: Reopens closed/resolved incidents only when associated alarms recur within specific number of days. Otherwise, a new incident will be created.

Enter the number of days in the field provided.

Create as a new ticket: Creates an incident when cleared alarms recur, instead of reopening the corresponding closed/resolved incidents.

When an alarm is raised for the resolved ticket

Select the action to be performed when an alarm recurs after associated incidents have already been resolved but not closed.

When an alarm is raised for an entity that was previously clear and if the existing ticket in the help desk is not closed or not resolved

Select the action to be performed when an alarm recurs after being cleared and the associated incident is not resolved or closed.

Update the existing ticket always: Updates incidents when associated alarms recur after being cleared.

Update the existing ticket within N days from the clear alert. Else create as a new ticket: Updates incidents if associated alarms recur within specific number of days. Otherwise, a new incident will be created.

Update the notes: Updates the notes in the associated incident.

Create as a new ticket: Creates an incident when alarms that have been cleared recur.

Enable on-demand ticket generation using raise a ticket action

Enable or disable technicians to manually create incidents in the help desk by using the Raise a Ticket action in the alarms page.

Select Yes to enable technicians to create incidents manually. Otherwise, select No.

The incidents will be mapped to the corresponding CIs in CMDB.

Enable on-demand ticket generation using the request form

Enable or disable technicians to manually create incidents in the help desk by using the request form in the alarms page.

Select Yes to enable technicians to create incidents manually. Otherwise, select No.

The incidents will be mapped to the corresponding CIs in CMDB.

Setting

Purpose

Option

When the severity of an alarm is changed/ RCA of the alarm is updated for already created ticket

Select the action to be performed on incidents when associated alarms' severity or root cause analysis (RCA) is updated.

Update Ticket: Updates the incident with the latest severity or RCA details.

Update the notes: Adds the updated severity or RCA information as a note in the incident.

When an alarm is cleared for the ticket

Select the action to be performed on incidents when associated alarms are cleared.

Close the ticket: Automatically closes the incident when the alarm is cleared.

Update the notes: Adds a note to the incident without closing it.

When a monitor or a ticket action or a metric is deleted

Select the action to be performed on incidents when monitors, metrics, or ticket actions of associated alarms are deleted.

Close the ticket: Automatically closes the ticket when the associated monitor, ticket action, or metric is deleted.

Update the notes: Adds a note in the incident without closing it.

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

Choose whether to update the incident or not if the status of its associated alarm is changed.

Select Yes to update the corresponding incident. Otherwise, select No.

Add notes for the ticket whenever an annotation is made for the alarm?

Annotations added to alarms in Applications Manager are automatically added as notes in the associated incident.

Select Yes to add alarm annotation as a note in the corresponding incident. Otherwise, select No.

Setting

Purpose

Option

Access ticket details from Applications Manager

Enable or disable technicians to view ServiceDesk Plus MSP Cloud incident details from within Applications Manager.

Select Yes to enable technicians to view incident details. Otherwise, select No.

Launch Read only ticket

Incidents accessed from Applications Manager are opened in read-only mode.

Select Yes to enable read-only mode for incidents. Otherwise, select No.

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

Enable or disable fields configured in the action profile to override the default request template fields.

This option is disabled by default.

When an incident template is selected in the Log a ticket action, only default fields of that template will be used to log the incident in ServiceDesk Plus MSP Cloud; other fields will be hidden.

If this option is enabled, the system uses all fields of that template and modifies the fields based on action profiles configured in Applications Manager.