Power Automate

Microsoft Power Automate is a SaaS platform that allows users to set up automated recurring processes across applications. ServiceDesk Plus Cloud is present as an connector in Power Automate that allows users to set up quick integrations with external applications.

You can link ServiceDesk Plus Cloud connector with various external web applications via Power Automate flows.

Roles Required:

• SDAdmin in ServiceDesk Plus Cloud. Users can also set up limited actions depending on their permissions.
• User in Power Automate
• Relevant privileges in the external application to perform the configured actions

Links

• Benefits
• Create Flow
  • Set Up Trigger
  • Set Up Actions
• Check and Test Flow
• Delete Connector from Flow

Benefits 

• Set up quick integrations between ServiceDesk Plus Cloud and other applications.
• Automate workflows across applications.
• Auto-log requests or changes in ServiceDesk Plus Cloud when certain events are triggered in integrated application.
• Execute actions based on requests logged in various modules of ServiceDesk Plus Cloud.

Create Flow 

1. Login to Microsoft Power Automate.
2. On the left pane, select My flows.
3. Select New Flow > Automated Cloud flow.
4. Provide a flow name and select a flow trigger.
5. Click Create.

Set Up Trigger 

1. Select an app and action to trigger to flow. You can also choose to trigger flow manually.
2. Click New Step.

Set Up Actions 

1. Search for and select ServiceDesk Plus Cloud connector.
2. Choose the action to be executed:
   • Create Change - Adds a new change request in the selected service desk instance with the given details.
   • Create Request - Creates a request in a specific service desk instance with the given details.
   • Update Change - Update a change request details. You must provide the ID of the change request to be updated along with new field values.
   • Update Request - Update a request details. You must provide the request ID to be updated along with the new field values.
3. Authenticate the connection by selecting the region. Ensure you are logged into ServiceDesk Plus Cloud application.   
4. After you are authenticated, select the service desk instance where the action must be executed. This is mandatory.
5. Configure the fields displayed according to the action selected. You can also insert dynamic content fetched from the trigger.
6. To update details in change or request additional fields, specify the additional field ID and value to be updated in JSON format in Additional Fields: {"udf_char1":"value","udf_char2":"value",...}.
7. Add a next step or click Save.

Check and Test Flow 

On the top-right corner of the page,

• Click Flow checker to check the errors and warnings encountered while executing the flow,
• Click Test to ensure the flow is working as intended.

Delete Connector from Flow

You can delete the connector from the flow.

1. Click on the top right corner of the connector form.
2. Select Delete.