ServiceDesk Plus

The ServiceDesk Plus connector allows you to centralize your incident tickets, CMDB inventory and users from the ManageEngine platform.

Objective

The ServiceDesk Plus connector retrieves the following information:

• Tickets and incidents (status, priority, assignment)
• CMDB asset inventory (equipment, configurations)
• Users and services

Prerequisites

• Access to ManageEngine ServiceDesk Plus with administrator rights
• An OAuth application registered in the ManageEngine Developer portal
• OAuth credentials (Client ID, Client Secret)

Information to provide in OverView

Procedure

For Cloud Version: Create a Self Client in Zoho API Console

1. Access the Zoho API Console.
2. Log in with your Zoho account.
3. Navigate to Client > Self Client.
4. Click Create to register a Self Client.
5. Go to the Client Secret tab to retrieve:
   • Client ID
   • Client Secret
6. In the Generate Code tab, enter the required scopes (e.g., SDPOnDemand.requests.READ, SDPOnDemand.assets.READ) and click Create.
7. Copy the generated Authorization Code (valid for a few minutes).
8. Exchange the authorization code for a Refresh Token via curl:

   curl -X POST https://accounts.zoho.com/oauth/v2/token \
     -d "grant_type=authorization_code&client_id=<CLIENT_ID>&client_secret=<CLIENT_SECRET>&code=<AUTH_CODE>"
   

For On-Premises Version: Generate API Key

1. Log in to your ServiceDesk Plus instance.
2. Navigate to Admin > Technicians.
3. Select a technician account or create a new service account for OverView.
4. Click Generate API Key and note the generated key.

Configure the connector in OverView

1. In OverView, go to Data Sources Settings > Sources.
2. Select ServiceDesk Plus and click Configure.
3. Complete the fields:
   • Region: Select your region
   • Client ID: Paste your Client ID (Cloud) or leave blank for on-premises
   • Client Secret: Paste your Client Secret (Cloud) or leave blank for on-premises
   • Authorization Code: Paste the authorization code (Cloud only)
4. Click Save Configuration.

Reference: ManageEngine OAuth 2.0 Documentation

Required Permissions

Minimum permissions required on the ManageEngine account:

• Read on tickets and incidents
• Read on CMDB inventory
• Read on users and services