1. Client: The application requesting access to the APIs of an external system. Using connections, ServiceDesk Plus MSP Cloud is accessing data in external applications. Thus, ServiceDesk Plus MSP Cloud will be the client throughout connections.
   

1. Resource: The application or service that the client is accessing. With regards to connections, any third-party service (eg. Zoho CRM) that you integrate with ServiceDesk Plus MSP Cloud is called a resource.
   

1. Client ID: A unique identifier provided to every client application (or ServiceDesk Plus MSP Cloud). This ID is provided by the resource owner (Zoho CRM, for example). Client ID is specific to OAuth 2.0.
   

1. Client Secret: Every client application has a secret code mapped to it. This is done to prevent unauthorized access to the resource.
   

1. Consumer Key: The API key generated for the resource owner (user) that uniquely identifies the client (or ServiceDesk Plus MSP Cloud). Consumer key is specific to OAuth 1.0.
   

1. Consumer Secret: The client's password to authenticate with the resource server.
   

1. Authorize URL: The URL of the login page of the resource, where the client can be authenticated with the resource server.
   

1. Request Token URL: This URL is used to send authorization requests to the resource server. The resource server prompts the resource owner (user) to authorize this request. Request token URL is used only in OAuth 1.0.
   

1. Access Token URL: Once the request is authorized by the resource owner, the server sends an access token to the client. This token has to be exchanged every time the client wants to access the resource data.
   

1. Refresh Token URL: For some services, access tokens are valid only for a limited period of time. When an access token expires, the client has to get another access token from the resource, using the refresh token URL. Refresh token URL is used only in OAuth 2.0.
   

Setting up Connection with Custom Service  

1. Go to Setup > Developer Space > Connections.
   
2. Click Add Connection.
   
3. Select Custom Service.
   
4. Provide the service name, select its authentication type, and fill out the authentication details as explained here.
   
5. Fill out the connection details as follows:
   
1. Provide a unique Connection Name and Connection LinkName.
   
2. Under Scope (if available), select the access permissions required by ServiceDesk Plus MSP Cloud to the resource data.
   
6. Select Use Credentials Of Login User checkbox to allow users to authorize the connection individually. If the option is unchecked, only the administrator who created the connection can authorize it using their own tokens.
   
7. After you enter the connection details, click Create and Connect.
   
8. The connection will be created and displayed with the following fields and a code snippet.
   
1. Link Name: This is the name you provided for your connection.
   
2. Scopes: The account authorized through the connection will have access to the URLs displayed under Scopes.
   
3. Service Name: Name of the third-party application.
   
4. Status: Indicates the connection status.
   
9. Click Done. You will be redirected to the connections home page.
   
10. To set up the created connection, click Connect or the Plug icon displayed upon hovering over the specific connection.
    
11. Sign in to the third-party application and authenticate ServiceDesk Plus MSP Cloud. The connection will become active.
    

 The Scope access permissions are defined only by the third-party service that you're using in the connection. Therefore, check the help documents of the third-party service to learn about the scope provided. 

The Use Credentials Of Login User option is relevant only to custom widgets. If a connection is used independent of custom widgets, this configuration will not be accounted by ServiceDesk Plus MSP Cloud and only administrators will be allowed to authorize connections.

 If you are using a custom domain, make sure that it's HTTPS enabled to access connections. 

Authentication Details  

1. API Key
   
2. Basic authentication
   
3. OAuth 1
   
4. OAuth 2
   

API Key

Enter the actual and display names of parameters In their respective text boxes. To add multiple parameters, hover beside the display name text box and click the icon.

OAuth 1

1. Param Type: The parameter type is auto-populated as Header and is non-editable.
   

1. Consumer Key: Enter the API key generated for the resource owner (user) that uniquely identifies ServiceDesk Plus MSP Cloud.
   

1. Consumer Secret: Enter the password mapped to ServiceDesk Plus MSP Cloud to authenticate with the resource server.
   

1. Request Token URL: This URL is used to send authorization requests to the resource server. The resource server prompts the resource owner (user) to authorize this request.
   

1. Authorize URL: Enter the URL of the login page of the resource, where ServiceDesk Plus MSP Cloud can be authenticated with the resource server.
   

1. Access Token URL: Get this value from the resource's website by following the steps provided. Once the request is authorized by the resource owner, the Request Token and Token Key will be exchanged for the Access Token, allowing the Connection to access specific data of the resource.
   

OAuth 2

1. Param Type: The parameter type is selected as Header by default. You can select Query String as param type, if needed.
   

1. Grant Type: The grant type is selected as Authorization Code by default. You can select Client Credentials as grant type if needed. Depending on the grant type, the form loads accordingly.
   
1. Client ID: Copy the client ID provided for your ServiceDesk Plus MSP Cloud account from the resource owner (or the external application, for example, Zoho CRM).
   

1. Client Secret: Copy the client secret mapped to your ServiceDesk Plus MSP Cloud from the resource owner.
   

1. Authorize URL (displayed only for Authentication Code): Enter the URL of the login page of the resource, where ServiceDesk Plus MSP Cloud can be authenticated with the resource server.
   

1. Access Token URL: Get this value from the resource's website by following the steps provided. Once the request is authorized by the resource owner, the Request Token and Token Key will be exchanged for the Access Token, allowing the connection to access specific data of the resource.
   

1. Refresh Token URL (displayed only for Authentication Code): Some applications limit the validation period of a particular token to strengthen the security. In that case, you must provide the Refresh Token URL to allow ServiceDesk Plus MSP Cloud to reauthorize access. You can obtain this URL from the resource's website.
   

Using Connections

1. Replace <url> by the URL to be invoked.
   
2. Choose the HTTP method.
   
3. Pass parameters, if any.
   

1. Add line breaks after each property in the JSON object.
   
2. You can set userAccess as "true" to allow users to authorize connections individually. To restrict authorization to only administrators, set userAcess as "false".
   

Connections Home Page Actions

1. Click Add Connection to create a new connection with default and custom services.
   
2. Click Connect or the Plug icon displayed on a connection to set up the connection.
   
3. View the code snippet of each connection (both active and revoked) by simply clicking the connection.
   
4. Modify the name and scope of a connection by using the Edit button displayed upon hovering over the connection.
   

1. Revoke and delete connections by using the respective options displayed upon hovering over the connection.
   

Technicians can revoke the connections created by other technicians and view the code snippet. 

You cannot delete a connection being used in a custom function.  

When you update a connection's scope, the connection will automatically be revoked. You must re-authenticate to use the connection.