OpManager Extension for ServiceDesk Plus Cloud

Introduction

The OpManager (OPM) Extension for ServiceDesk Plus Cloud (SDPOD) enhances the existing integration between the two products. Traditionally, this integration allowed OpManager to automatically create a ticket in SDPOD whenever an alarm was raised.

This extension allows technicians to troubleshoot an OpManager ticket directly from ServiceDesk Plus Cloud by selecting and executing OpManager workflow. The execution status can also be monitored from within ServiceDesk Plus Cloud.

Compatibility Information:

This extension is supported for the following editions:

• ServiceDesk Plus Cloud Enterprise Edition

• OpManager Professional Edition (version 128567 and above)

Setting Up the OPM Extension

1. Go to Setup > Apps & Add-ons > Extensions and install the OpManager ITOps extension. Alternatively, you can install the extension from ManageEngine Marketplace.

2. Install the ManageEngine probe from ServiceDesk Plus Cloud onto the server where OpManager ITOps is installed. Click here to learn more.

3. Follow the steps below for configuring the Authtoken of OPM in SDPOD Probe.

a. Run the KeyStorage.exe from probe_installation_folder/bin, a popup form will be rendered.

b. Enter the Key name i.e OPM_TOKEN and for Key value, copy the value from the Rest API Key from OPM, and click Save.

Rest API Key in OPM

4. Configure OPM Domain Name

• Go to Setup > Apps and Add-Ons > Extension.
• Configure the OPM Domain Name in the variable.
   

5. Under Widget configuration, select the installed probe.

Executing the Workflow

• To execute the workflow, in the ticket created through the existing OpManager integration, go to Custom Menu > OpManager Actions > Execute Workflow.

• The list of workflows from OpManager will appear. Select the desired workflow and click Execute. The automation’s response will be automatically added as ticket notes.