Applications Manager Integration

Applications Manager Integration

Applications Manager Integration

ManageEngine Applications Manager is an on-premises application that allows you to monitor the health, availability, and performance of various web applications, application servers, and databases, and raise alarms for unusual conditions. You can also generate reports to view alarm trends.

Integrating Applications Manager with ServiceDesk Plus MSP Cloud enables you to:
  1. Sync the Applications Manager inventory with ServiceDesk Plus MSP Cloud CMDB.
  2. Automatically log incident requests in the help desk for alarms raised in Applications Manager, sync statuses, and notify respective technicians.

Prerequisites

  1. Supported Applications Manager Settings for ServiceDesk Plus Cloud Editions:
ServiceDesk Plus Cloud Edition
Ticket Settings
CI Sync Settings
Standard
Supported
Not supported
Professional
Supported
Requires CMDB add-on
Enterprise
Supported
Supported
 
  1. Supported Applications Manager Editions: Enterprise and Professional editions.
  2. Supported Applications Manager Versions: v181700 

Integrate Applications Manager With ServiceDesk Plus MSP Cloud

  1. Go to Applications Manager.
  2. Go to Settings > Product Settings > Integrations (Add-On Settings).
  3. Go to the ServiceDesk Plus MSP Cloud card and click Add .
 
In the ServiceDesk Plus MSP Cloud Details page, configure the following:

Connection Settings

  1. From the Data Center drop-down, select the data center where your ServiceDesk Plus MSP Cloud account has been hosted.
  2. Under OAuth Verification, a verification code is automatically generated. Copy the code by using the copy icon. The code is valid for 10 minutes.
  1. Go to ServiceDesk Plus MSP Cloud.
  2. Go to Setup > Apps & Add-ons > Integrations > ManageEngine Integrations.
  3. Click Verify on the Applications Manager card.
  1. In the Verify Integration pop-up, paste the verification code and click Verify.
 
  1. To complete the authentication, go to Applications Manager and click I've Completed Verification (under Connection Settings).
  1. On successful verification, the ServiceDesk Plus MSP Cloud portal used for code verification will be auto-populated in the Portal field.
  2. Click Test Configuration to verify the connection.
  3. To send email notifications for connectivity failures, enable Connectivity Failure Notification and choose Admin Email or Select Email Actions as needed:
    1. Choose Admin Email to send email notification to the admin user or the email address in SMTP configuration.
    2. To send email notifications to custom email address, choose Select Email Actions, and select the required email address from the drop-down or click New Action to add a new email address.
  4. To send email notifications until successful connection, enable Repeat until successful connection, select Yes, and specify Repeat Interval (in minutes) to define how often the notification must be sent.
  1. Enable Log Tickets to configure status sync between Applications Manager alarms and corresponding ServiceDesk Plus MSP Cloud incidents. Learn more about ticket settings.
  2. Enable Configuration Item (CI) sync to sync monitors in Applications Manager inventory with ServiceDesk Plus MSP Cloud CMDB as CIs. Learn more about CI sync settings.
  3. Finally, click Save.
Notes
When Applications Manager is integrated, the connectivity status of ServiceDesk Plus MSP Cloud is notified via bell notifications.
 

Ticket Settings

Enable Log Tickets to automatically create, update, reopen, and close incidents in ServiceDesk Plus MSP Cloud based on alarm activity in Applications Manager.
Choose the following configurations based on your operational objectives:

Reopen Settings

Setting
Purpose
Option
When an alarm is raised for the closed ticket
Select the action to be performed when an alarm recurs after associated incidents have been closed.
Re-open the ticket always: Reopens closed/resolved incidents when associated alarms recur after being cleared.

Re-open the ticket within N days from the closed time. Else create as a new ticket: Reopens closed/resolved incidents only when associated alarms recur within specific number of days. Otherwise, a new incident will be created.
Enter the number of days in the field provided.

Create as a new ticket: Creates an incident when cleared alarms recur, instead of reopening the corresponding closed/resolved incidents.

When an alarm is raised for the resolved ticket
Select the action to be performed when an alarm recurs after associated incidents have already been resolved but not closed.
When an alarm is raised for an entity that was previously clear and if the existing ticket in the help desk is not closed or not resolved
Select the action to be performed when an alarm recurs after being cleared and the associated incident is not resolved or closed.
Update the existing ticket always: Updates incidents when associated alarms recur after being cleared.

Update the existing ticket within N days from the clear alert. Else create as a new ticket: Updates incidents if associated alarms recur within specific number of days. Otherwise, a new incident will be created.

Update the notes: Updates the notes in the associated incident.

Create as a new ticket: Creates an incident when alarms that have been cleared recur.

Enable on-demand ticket generation using raise a ticket action
Enable or disable technicians to manually create incidents in the help desk by using the Raise a Ticket action in the alarms page.
Select Yes to enable technicians to create incidents manually. Otherwise, select No.

The incidents will be mapped to the corresponding CIs in CMDB.

Enable on-demand ticket generation using the request form
Enable or disable technicians to manually create incidents in the help desk by using the request form in the alarms page.
Select Yes to enable technicians to create incidents manually. Otherwise, select No.

The incidents will be mapped to the corresponding CIs in CMDB.

 

Update Settings

Setting
Purpose
Option
When the severity of an alarm is changed/ RCA of the alarm is updated for already created ticket
Select the action to be performed on incidents when associated alarms' severity or root cause analysis (RCA) is updated.
Update Ticket: Updates the incident with the latest severity or RCA details.

Update the notes: Adds the updated severity or RCA information as a note in the incident.

When an alarm is cleared for the ticket
Select the action to be performed on incidents when associated alarms are cleared.
Close the ticket: Automatically closes the incident when the alarm is cleared.

Update the notes: Adds a note to the incident without closing it.

When a monitor or a ticket action or a metric is deleted
Select the action to be performed on incidents when monitors, metrics, or ticket actions of associated alarms are deleted.
Close the ticket: Automatically closes the ticket when the associated monitor, ticket action, or metric is deleted.

Update the notes: Adds a note in the incident without closing it.

Update the ticket only if there is a status change in the alarm
Choose whether to update the incident or not if the status of its associated alarm is changed.
Select Yes to update the corresponding incident.

Otherwise, select No.

Add notes for the ticket whenever an annotation is made for the alarm?
Annotations added to alarms in Applications Manager are automatically added as notes in the associated incident.
Select Yes to add alarm annotation as a note in the corresponding incident. Otherwise, select No.

 

 Accessing from Applications Manager 

Setting
Purpose
Option
Access ticket details from Applications Manager
Enable or disable technicians to view ServiceDesk Plus MSP Cloud incident details from within Applications Manager.
Select Yes to enable technicians to view incident details. Otherwise, select No.
Launch Read only ticket
Incidents accessed from Applications Manager are opened in read-only mode.
Select Yes to enable read-only mode for incidents. Otherwise, select No.

Overwrite the request template with the fields selected in the action profile
Enable or disable fields configured in the action profile to override the default request template fields.
 
This option is disabled by default.

When an incident template is selected in the Log a ticket action, only default fields of that template will be used to log the incident in ServiceDesk Plus MSP Cloud; other fields will be hidden.

If this option is enabled, the system uses all fields of that template and modifies the fields based on action profiles configured in Applications Manager.


 

Configuration Item Details in CMDB  

After the integration, Applications Manager identifies monitors that are valid configuration items (CIs) and adds them to ServiceDesk Plus MSP Cloud CMDB. Since ServiceDesk Plus MSP Cloud is a multi-client platform, CIs are scoped for each MSP customer. That is, each customer sees only the monitors mapped to them.
Applications Manager also syncs CI Relationships to ServiceDesk Plus MSP Cloud. During CI synchronization, relationships between CIs of same MSP customer are synced. This keeps each customer's data separate and secure from other customers on the same platform.

Info
Click here to learn about the supported monitors in Applications Manager monitors and their corresponding ServiceDesk Plus MSP Cloud CI Class types.

CI Sync Settings

Enable Configuration Item (CI) sync and configure the following:

Customer to Resource Mapping  

The Customer to Resource Mapping option determines how monitors are synced to each MSP customer's CMDB.
Select the required MSP customer from the Select Customer dropdown and configure one of the following filters:
  1. All Monitors: Assigns eligible monitors to one MSP customer. If configured, no other filters apply.
  2. Probe-based: Assigns monitors to customers based on their installed probe.
    1. Each probe is assigned to a specific MSP customer. Therefore, all monitors discovered or managed by that probe are automatically claimed by that customer.
    2. Probe-claimed monitors are excluded from monitor group-based mapping.
  3. Monitor Group-based: Assigns monitors to customers based on their associated monitor groups and subgroups. If a monitor belongs to two or more monitor groups that are mapped to different customers, the monitor is assigned as follows:
    1. Parent group wins - If the groups are nested, the monitor is assigned to the parent group's customer, regardless of the order in which the groups were created.
    2. Created first wins - If the groups are not nested, the monitor is assigned to the customer mapped to the group that was created first (determined by the lowest internal ID).

CI Behavior Settings

Choose whether to delete CI when the corresponding monitor is deleted in Applications Manager.


CMDB Reports in Applications Manager

In Applications Manager, CMDB Reports provides a detailed summary of monitors that are synchronized with ServiceDesk Plus MSP Cloud. They allow you to track synchronization attempts, verify data consistency, and troubleshoot failures.
Reports include key details, such as:
  1. Display Name: Resource name as identified in Applications Manager.
  2. Resource Type: Type of the monitored resource (for example, Network, Linux, PostgreSQL, Tomcat Server).
  3. CI Name / CI Type / CI ID: The corresponding CI details in ServiceDesk Plus MSP Cloud.
  4. Operation: The synchronization action performed (for example, Add or Update).
  5. Last Successful Attempt / Last Attempt: Timestamps of the latest sync activities.
  6. Status: Indicates whether the sync was successful or failed.
  7. Message: Displays additional information or error codes to help troubleshoot issues.

Customize CMDB Reports

Use the column selector to add or remove fields and tailor the report to your needs (for example, display CI ID or Resource Name).
Apply search and filter options across columns to quickly locate specific records (for example, filter by status to view only failed syncs).
 

Export CMDB Reports  

For offline analysis or audit purposes, you can export the report in CSV, XLS, XLSX, and PDF formats. This helps in maintaining a record of all CMDB synchronization activities.

Disable Applications Manager Integration  

To disable the Applications Manager integration,
  1. Go to Applications Manager.
  2. Go to Settings > Product Settings > Integrations (Add-On Settings).
  3. Click the delete icon in the ServiceDesk Plus MSP Cloud card. 
Info
After the integration is disabled, any changes to alarms in Applications Manager will not be synced to ServiceDesk Plus MSP Cloud.