About Service Desk
ManageEngine ServiceDesk Plus is a comprehensive help desk and asset management software that provides help desk agents and IT managers an integrated console to monitor and maintain the assets and IT requests generated from the users of the IT resources in an organization.
Together, SIRP and the Service Desk streamline the process of opening a new ticket for a resolution of certain Incidents. The incident data can be automatically pushed from SIRP to Service Desk. It also allows SIRP to pull and post comments on tickets created on Service Desk.
SIRP’s Service Manager integration app allows you to execute the following actions:
Create a ticket on the Service Desk
Creates a new request on the Service Desk
Post comments from SIRP to tickets on the Service Desk
Pull comments from Service Desk on SIRP via ticket id
Enable and Configure Manage Engine Service Manager
Creating a REST API Key
From the main console click the User Profile in the upper left corner, click Generate API Key
Under Generate API Key tab, set API Key to Never Expire and click Regenerate to create API Key.
Once API Key is generated copy it on a notepad for later use.
Note: The API Key generated should be done so by a Technician with login permission in ServiceDesk Plus application.
Enable the Service Desk app in SIRP
First, log in to SIRP, then go to Apps from the left navigation bar.
Locate the app named Service Desk and enable the app by clicking on the toggle button under the Status Column.
Once you enable the App, click the configure option to integrate SIRP with Service Desk
Configuration Name: <Name of configuration>
Host: <URL or IP of service desk with port>
Technician Key: <Rest API Key generated from User Profile>
Created-By: <Name of the user (Technician) who the generated API Key>
You should now be able to use Service Desk actions within SIRP.
Create tickets on Service Desk
To create a new ticket on Service Desk click on the square lattice in the upper right corner of the Incident view and select Service Desk > Create Ticket on Service Desk
In the Configuration popup, set Category, Subcategory, Request Type, Group, and Technician then click execute.
The newly created ticket will appear in the "Open Requests" list in Service Desk