Applications Manager Integration

Applications Manager Integration

Integration of Applications Manager with ServiceDesk Plus MSP Cloud   

ManageEngine Applications Manager is an on-premises tool that allows you to monitor the health, availability, and performance of different types of applications such as web apps, application servers, databases, etc. It also allows you to discover applications, raise alarms based on conditions, generate reports, etc.

Integrating Applications Manager with ServiceDesk Plus MSP Cloud enables automatic ticket creation in ServiceDesk Plus MSP Cloud and notifies the respective technicians based on configured alarms in Applications Manager. This integration supports a two-way syncing of status between alarms and tickets. For example, a ticket in ServiceDesk Plus MSP Cloud can be reopened if the alarm is raised again, or closed when the alarm is cleared.

 Note: Requests and CIs are created under default customers in ServiceDesk Plus MSP Cloud. 
 

Configuration   

  1. Go to Admin > Product Settings > Add-on Settings and click Add under Actions against the Helpdesk entity.


  1. Now, choose ManageEngine ServiceDesk Plus
To integrate using OAuth:
  1. Provide the URL.
  2. Select the OAuth provider from the drop-down.
 


Info
URL here is the full URL of the ServiceDesk Plus MSP Cloud instance. For example, if your instance name is itdesk, then your URL would be similar to https://sdpondemand.localmanageengine.com/app/itdesk
If you want to add a new OAuth provider, click Add OAuth Provider.

  1. Configuring Email Notification: To configure email notification due to connectivity failure, Enable Mail Notification for Connectivity Failure, and do the following.
    1. To send notifications to the admin, select Choose Admin Email. To send email to others, click Choose Email Action and select an email address from the drop-down or click New Action, add a new email address, and click Save.
    2. To add a message to the email, enable Append Custom Message and add the preferred message.
    3. To repeat sending email notifications, enable Repeat mails until successful connection and enter the time interval in minutes.
 

  1. Configuring Ticket Settings: To configure ticket settings, select Advanced Settings and select the appropriate checkboxes to configure the request-related settings.
Info
 Note: Request details can also be viewed from the Applications Manager console. 
  1. Finally, click Test Connection and Save.

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