ManageEngine ServiceDesk Plus (On-premise)

Note

These instructions apply to the installed version of ServiceDesk Plus.

Creating an API key

API keys (or Authtokens) are created for an individual technician user in the installed version of ServiceDesk Plus.

To generate a token, click your profile, and choose Generate Authtoken.

ManageEngine ServiceDesk Plus user menu with Generate Authtoken highlighted

Permissions required

Provisioning and Deprovisioning requires a technician with the SDAdmin role.

If you do not need these features, then we recommend creating a more limited technician role for 1Password SaaS Manager access (rather than using a technician with the SDAdmin role).

Go to Admin > Users & Permissions > Roles.

Create a new role with these permissions:

SaaS Manager featureSD Plus PermissionAccess levelAdditional standard role
Create and update RequestsRequestsView, Add, EditHelpdeskConfig
DevicesDevicesView

Assign this new role, (and the additional HelpdeskConfig roles if specified above) to a technician, and then login as the technician.

Important

When you generate the Authtoken, you must set an expiry date (non admin roles cannot create tokens with no expiry date).

ManageEngine ServiceDesk Plus Generate Authtoken tab showing the expiry setting and generated token

User management

ServiceDesk Plus splits users into Users and Technicians. Technicians have specific roles within ServiceDesk Plus, whereas Users are typically employees who can raise and view their own Requests.

SaaS Manager lets you create both types of user.

The Installed version of ServiceDesk Plus doesn’t let you deactivate users - they can only be deleted.

Setting up an automation to update SaaS Manager when Requests are closed

SaaS Manager can create Requests in ServiceDesk Plus using the ServiceDesk Plus API. ServiceDesk Plus however does not automatically support notifying SaaS Manager when Requests are updated.

You can however use the Automations feature of ServiceDesk Plus to create a webhook to notify SaaS Manager.

Callback URL

Before starting you will need to take a copy of the Callback URL that SaaS Manager providers when you connect ServiceDesk Plus.

Creating the webhook

Go to Developer Space > Webhooks. Make sure that Request is selected and click New:

ManageEngine ServiceDesk Plus Developer Space Webhooks page with New highlighted

  1. Give the webhook a name (for example ‘SaaS Manager’)

  2. Make sure the HTTP Method is set to POST.

  3. Paste in the Callback URL that you took from SaaS Manager earlier in these instructions.

  4. Paste in the following block:

    {
    "id": "${{request.id}}",
    "status": "${{request.status}}",
    "dueDtm": "${{request.due_by_time}}"
}

  5. Make sure that the Content type is application/json.

  6. Save the webhook.

ManageEngine ServiceDesk Plus New Webhook form with the SaaS Manager URL and request payload highlighted

Creating the custom trigger

Go to Automation > Custom Triggers. Make sure that the Request tab is selected and click to create a new Trigger Group.

Call the group ‘SaaS Manager’.

ManageEngine ServiceDesk Plus Custom Triggers page with Trigger Group highlighted

Select the group and click Add Trigger.

  1. Execute on Edited actions.
  2. Apply conditions based on criteria
  3. Make sure the rule executes Every time (otherwise it won’t pick up back-and-forth changes to and from Resolved and Closed states)
  4. The condition should include Status is Resolved or Closed and preferably some other differentiator. SaaS Manager sets a SaaS Manager tag on all requests it creates but unfortunately the Automation Triggers don’t offer this option.

ManageEngine ServiceDesk Plus custom trigger form configured for edited requests with resolved or closed status

Click Select Custom Action, select Webhook:

ManageEngine ServiceDesk Plus custom action menu with Webhook highlighted

Select the webhook you just created, and click Save.


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