Zapier Integration 

Zapier is a web-based service that automates repetitive processes between two different applications. You connect ServiceDesk Plus Cloud with various external web applications via Zaps. A Zap is an automated workflow that connects apps and services together.

ServiceDesk Plus Cloud provides ready-to-use Zaps that allows users to set up quick integrations with external applications via Zapier.

You can also create zaps with Zapier's no-code platform to configure actions between ServiceDesk Plus Cloud and any web application. Creating a Zap involves setting up triggers, adding actions, and testing the Zap.

Roles Required:

• SDAdmin in ServiceDesk Plus
• Admin in Zapier
• Administrator or equivalent privileges in the external application

Quick Links 

• Enable Integration
• Use SDP Zaps
• Create Zaps
  • Set Up Triggers
    • Set Up Polling Trigger
    • Set Up Instant Trigger
  • Set Up Actions
    • App Action
    • App Search
  • Add Helper Steps
• Enable Zap
• Delete Zap

Enable Integration

1. In ServiceDesk Plus Cloud, go to Setup > Apps & Add-ons > Integrations.
2. On the Zapier card, click Install from Zapier.
3. Sign in to your Zapier account.
4. Click Create Zap.
5. In the Zap editor, provide a name for your Zap and start building the workflow.

Use SDP Zaps 

Built-in Zaps are bundled with triggers and actions, allowing users to set up integrations instantly.

To use a built-in Zap,

1. In your Zapier account, go to Make a Zap section on the dashboard.
2. Select the apps to be connected.
3. Select the triggers and actions listed in the respective drop-downs.
4. Click Try it to test and enable your zap.

ServiceDesk Plus currently supports triggers and actions with various products in the following sectors:

• ITOM

• Communication and Collaboration

• HR

• Productivity

• Support

• Identity Management

• DevOps

• ITSM

Create Zaps

Set Up Triggers

A trigger is an event that starts a Zap. It defines how and when your Zaps must run. For example, you can set up request creation in ServiceDesk Plus Cloud as a trigger to automatically raise a ticket in any third-party bug tracking software.

There are two types of triggers in Zapier: Polling triggers and Instant triggers

Set Up Polling Trigger

Zaps operate on polling basis. The application's server will be checked for trigger data on regular intervals, depending on the subscription plan. All updates received within the interval will be processed the next time the server is polled for updates.

In the Zap editor, set up the trigger by configuring the following attributes:

Step 1: Choose app & event

1. Select ManageEngine ServiceDesk Plus Cloud as the app where the trigger event occurs. You can also use the search option.
2. Pick a specific trigger as the event to start the Zap. You can configure polling triggers in Zapier when a new request, change, or asset is created in ServiceDesk Plus Cloud.
3. After selecting the event, click Continue.

Step 2: Choose account  

1. Choose a ServiceDesk Plus Cloud account that the Zap must use to identify the trigger. Use Connect a new account option to sign in to the ServiceDesk Plus Cloud and authorize Zapier to access ServiceDesk Plus Cloud data.
2. Click Continue.

After choosing an account, click Continue.

Step 3: Set up trigger

Specify the conditions when the trigger must be executed. The conditions can be defined in terms of field values of incoming requests, changes, or assets. If no condition is specified, the trigger will be set for all new requests, changes requests, or assets in the default service desk instance of the chosen account.

Step 4: Test Trigger

Test the Zap functions by obtaining up to three unique samples from ServiceDesk Plus Cloud that match the predefined conditions in the trigger.

Select and save one sample from the list. The sample you select will later be used to test the actions in the Zap. You can switch between samples at any time.

Set Up Instant Trigger

Instant triggers are webhook-based and enable Zapier to send automated messages or information to other apps. When an instant trigger is executed, the preconfigured actions in the Zap will be performed. Using webhooks increases the scope of the automation via Zapier.

ServiceDesk Plus Cloud Trigger

Step 1: Choose app & event

1. Select ManageEngine ServiceDesk Plus Cloud as the app where the trigger event occurs. You can also use the search option.
2. Choose Trigger as the event to start the Zap. The trigger will be executed with create, edit, or delete operations performed in Requests/Changes module.
3. After selecting the event, click Continue.

Step 2: Choose account

1. Choose a ServiceDesk Plus Cloud account that the Zap must use to identify the trigger. Use Connect a new account option to sign in to the ServiceDesk Plus Cloud and authorize Zapier to access ServiceDesk Plus Cloud data.
2. Click Continue.

Step 3: Set up trigger

1. Select the ServiceDesk Plus Cloud instance where the trigger must be executed.
2. Select the module (request or change) where the trigger is applicable.
3. Choose the operation to be performed by the user to execute the trigger.
4. You can specify the conditions when the trigger must be executed. If no condition is specified, the trigger will be executed every time the selected operation is performed.

   Specify the condition in array format. For example: You can configure the trigger condition to execute actions if the request contains Network in its subject and the status is In Progress.
   [
     {
      "field": "subject",
      "condition": "contains",
      "values": [
        "Network"
       ]
     },
     {
      "field": "status.in_progress",
      "condition": "contains",
      "logical_operator":"and",
      "values": [
        true
       ]
     }
   ]

5. Click Continue.

Step 3: Test Trigger

Test the Zap functions by obtaining up to three unique samples from ServiceDesk Plus Cloud that match the predefined conditions in the trigger.

Alternatively, users can also configure Zapier Webhook-based Trigger to execute instant actions:

Step 1: Choose app & event

1. In the Zap editor, type 'Webhooks' in App Event search box.
2. Choose Webhooks by Zapier from the search results.
3. Choose Catch Hook from the list of webhooks displayed as the event
4. Click Continue.

Step 2: Set up trigger

1. Specify the child key to limit the payload fetched via webhook. This step is optional.
2. Click Continue.

Step 3: Test Trigger

1. Copy the generated unique webhook URL.
2. Configure the webhook URL to a trigger in ServiceDesk Plus Cloud.
3. Click Test trigger to ensure the webhook trigger functions as intended.

Set Up Actions

An action is an event that a Zap performs. For example, you can set up ticket creation in a third-party bug tracking software as an action when a request is logged in ServiceDesk Plus Cloud.

Actions are of two types: App Action and App Search.

App Action

App actions refer to create or update actions performed in an app via Zaps.

In the Zap editor, you can set up the app action after configuring the trigger. Setting up a Zap action involves configuring the following attributes:

Step 1: Choose app & event

1. Select ManageEngine ServiceDesk Plus Cloud as the app where the action occurs. You can also use the search option.
2. Pick a specific action as the event to be executed. The following app actions are supported on Zapier:
   1. Create Request - Creates a request in a specific service desk instance with the given details. While configuring the action in a Zap, you must provide the request's subject (mandatory field). All other fields are optional. If no service desk instance is provided, the request will be logged in the default service desk instance of the chosen account.
   2. Update Request - Update a request's fields. You must provide the display ID (mandatory field) of the request to be updated along with the new field values.
   3. Create Announcement - Send an announcement to all or specific users in an instance. While configuring this action in a Zap, you must provide the announcement's title and description (mandatory fields). All other fields are optional.
   4. Create Change - Adds a new change request in a specific service desk instance with the given details. While configuring this action in a Zap, you must provide the change request's title and status comment (mandatory fields). The other fields are optional. If no service desk instance is provided, the change request will be added to the default service desk instance of the chosen account.
   5. Invoke API Call - Make API calls to ServiceDesk Plus to perform actions via V3 APIs.
3. After selecting the event, click Continue.

Step 2: Choose account

1. Choose a ServiceDesk Plus Cloud account that the Zap must use to perform the action. Use Connect a new account option to sign in to the ServiceDesk Plus Cloud and authorize Zapier to access ServiceDesk Plus Cloud data.
2. Click Continue.

Step 3: Set up action  

Specify the event that must occur through the Zap in the selected service desk instance. Apart from the instances fetched from the selected account, you can also execute actions in other service desk instances. Select the Service Desk Instance field, and go to the Custom tab to configure any service desk instance in the Zap.

The fields populated to capture the event details depend on the app event selected in step 1.

The values listed on clicking a field are fetched from the trigger and from previous actions. Click Continue.

Step 4: Test action  

Test the Zap to perform the configured action using the sample trigger. You can also view the exact values of the trigger used to perform the action. Ensure the action does not result in any unintended consequences. If needed, you can always choose a different sample for testing.

Click Test and Continue.

Step 5: Publish the Action  

Review the sample action and click Publish Zap.

App Search

App search is used to look up information that can be later used in app actions. Currently, you can only perform Find Request app search from Zapier to search for requests by their IDs.

Step 1: Choose app & event

1. Select ManageEngine ServiceDesk Plus Cloud as the app where the action occurs. You can also use the search option.

   • Apart from the instances fetched from the selected account, you can also execute actions in other service desk instances. Select the Service Desk Instance field, and go to the Custom tab to configure any service desk instance in the Zap.

2. Select Find Request as the event to be executed.

Step 2: Choose account  

1. Choose a ServiceDesk Plus Cloud account that the Zap must use to perform the action. Use Connect a new account option to sign in to the ServiceDesk Plus Cloud and authorize Zapier to access ServiceDesk Plus Cloud data.
2. Click Continue.

Step 3: Set up action  

1. Selected the service desk instance to execute the Zap.
2. Specify the ID of the request to be fetched.
3. Specify if the action must be considered as success even if no request was fetched.
4. Click Continue.

Step 4: Test action  

1. Confirm the request search, and test the zap to fetch a sample request with the given data.
2. Click Test and Continue.

Step 5: Publish the Action

Review the sample request pulled from ServiceDesk Plus Cloud and click Publish Zap.

Add Helper Steps  

Helper steps function the same way in any Zap. Please refer to Zapier's resources to learn how to add filters, paths, delays, and formatters to the Zap.

Enable a Zap

After building a Zap, you can enable it right from the editor while publishing it. You can also toggle ON the Zap from the Home page.

Delete a Zap

You can delete a Zap to prevent it from using ServiceDesk Plus Cloud data for a trigger/an action.

In your Zapier account, go to Zaps > Home and locate the zap. Click the icon beside the zap and select Delete.