OpManager Integration

OpManager Integration

OpManager is a network and data center infrastructure management software designed to help large enterprises, service providers, and SMEs monitor and manage their IT infrastructure efficiently and cost-effectively.
Integrating OpManager with ServiceDesk Plus MSP Cloud streamlines alarm-ticket management and synchronizes configuration items (CIs) along with their relationship data.
Info
 Requests and CIs are created under default customers in ServiceDesk Plus MSP Cloud. 

Prerequisites   

Licensing Requirements:
  1. Enterprise edition of ServiceDesk Plus MSP Cloud.
  2. Standard, Professional, or Enterprise edition of ManageEngine OpManager.
Server and Application Requirements:
  1. The OpManager server must be up and running.
  2. OpManager must be updated to version 125315 or above.
  3. ServiceDesk Plus MSP Cloud details must be configured in OpManager.
  4. To enable relationship sync, OpManager must be updated to version 126131 or above.
  5. A notification profile must be configured and associated to log trouble tickets in ServiceDesk Plus MSP Cloud.  
User Requirements:
  1. Technician must have valid login credentials for both ServiceDesk Plus MSP Cloud and OpManager.
    1. Administrator permission is required in OpManager to configure the integration and set up ticket settings, notification profile, and workflow configuration.
    2. Technician permission is required in ServiceDesk Plus MSP Cloud to view the requests raised from OpManager.
 

Integrate OpManager with ServiceDesk Plus MSP Cloud    

  1. Open OpManager
  2. Navigate to Settings > General Settings > Third Party Integrations.
  3. Choose ServiceDesk Plus MSP Cloud.
  4. You will be asked to enter the grant token. Click Get grant token from ServiceDesk Plus MSP Cloud.
    1. Log in to your Zoho account.
    2. After you have logged in, you will see the grant token in the Auth Code text box. Copy the code and paste it into the OpManager.
  1. Click Select Domain and choose a particular domain from the drop-down.
  2. Click Validate. After validation, the page will reload to display settings specific to ServiceDesk Plus MSP Cloud.
  3. Select a service desk MSP instance where the integration must be enabled from the Portal Settings. Specify the following details:
    1. Ticket Settings: Choose to create a new request or reopen a previously closed request when an alert occurs in OpManager.
    2. CMDB Settings: This settings enables you to sync the devices from OpManager to ServiceDesk Plus MSP Cloud.
      1. Sync devices to SDP Cloud: Enable this option to sync all devices.
      2. Sync newly discovered devices in the future: Enable this option to sync the newly discovered devices in OpManager, automatically to ServiceDesk Plus MSP Cloud.
      3. Sync device relationships to ServiceDesk Plus Cloud: Enable this option to sync all Layer2 relationships from OpManager to ServiceDesk Plus MSP Cloud. Kindly note that the relationships can be synced, only if the CIs have been synced in the first place.
  4. Click Save.
 

After you integrate OpManager with ServiceDesk Plus MSP Cloud, you can begin to manage your IT resources and raise incident requests.
 

Log Alarms as Requests   

Devices managed in OpManager are synced as CIs under default customer in ServiceDesk Plus MSP Cloud.
OpManager monitors devices by using defined severity threshold values. When a device violates the threshold value or a fault occurs, an alarm is raised in OpManager and forwarded as an incident request in ServiceDesk Plus MSP Cloud. The faulty device is automatically mapped as the affected CI in the CI-related fields of the request.
For instance, if your organization is experiencing poor network performance, you can raise critical alarms in OpManager which is raised as incidents in ServiceDesk Plus MSP Cloud to resolve them quickly.

Configure Notification Profiles    

You can automatically log trouble tickets from OpManager to ServiceDesk Plus for specific network faults. The tickets will be logged as incident requests allowing IT admins to monitor network issues from OpManager.
Create a notification profile in OpManager under Settings > Notifications > Notification Profile. You can specify the ticket details to be populated in ServiceDesk Plus. When the request is generated, the ticket details will be automatically updated to the request.
 
For instance, critical alarms in OpManager can be assigned as high-priority requests in ServiceDesk Plus MSP Cloud.
  

Manage Synced Devices    

Integrating OpManager with ServiceDesk Plus MSP Cloud automatically syncs all IT devices on your network with the help desk software.  
The synced devices from OpManager are listed under CMDB tab in ServiceDesk Plus MSP Cloud and are collectively called CIs (Configuration Items). They are indicated with a icon beside their name.
 
 
OpManager by default classifies devices based on categories and syncs them to ServiceDesk Plus MSP Cloud in a specific hierarchy. For example, all desktops in OpManager will be mapped under workstations in ServiceDesk Plus MSP Cloud.
Info
 See also: Devices and fields currently synced from OpManager to ServiceDesk Plus MSP Cloud CMDB .

Sync Virtual Devices Hierarchy    

OpManager seamlessly discovers virtual clusters, hosts, VMs, data stores and monitors the virtual network. These virtual devices are synced with ServiceDesk Plus MSP Cloud CMDB under Servers CI type.

Additionally, the virtual devices hierarchy identified during discovery and maintained in OpManager is synced with ServiceDesk Plus MSP Cloud CMDB. Technicians can access the synced hierarchy details under the Relationships tab in the respective CI details page.

Currently, virtual devices relationships are synced from the following vendors: VmWare, HyperVM, Nutanix, and Xen.
Info
 OpManager must be updated to version 127188 or above to sync virtual devices hierarchy with ServiceDesk Plus MSP Cloud CMDB. 
Info
 The relationship type Virtualizes - Virtualized by is used to denote the relationship between virtual devices. 

 VmWare Relationships in ServiceDesk Plus MSP Cloud: 

The VmWare hierarchy (VCenter - VmHost - Virtual devices) is synced from OpManager to ServiceDesk Plus MSP Cloud:
HyperVM Relationships in ServiceDesk Plus MSP Cloud:
Nutanix Relationships in ServiceDesk Plus MSP Cloud:

Relationship Sync (Layer2)    

In OpManager, you can discover Layer2 devices that are connected to your network and outline a visual map of the relationship between the devices. This includes a detailed map of all the interfaces, nodes, interconnected layers, and port-to-port connectivity. To start discovering your layer2 devices, go to Settings > Discovery > Layer2 Discovery and follow the instructions specified in the OpManager admin guide.

After a layer2 map is generated, the relationships (i.e. the connection and dependency details) between devices are synced to ServiceDesk Plus MSP Cloud CMDB. This allows IT admins to visualize the IT infrastructure along with the interrelation between the CIs.
Info
The relationship type Connected to - Connected to is used to denote the relationship between the CIs.  
The layer2 map data is added over the relevant CIs under their relationship map.
Layer2 Map in OpManager (with unmanaged objects)


Relationship Map in ServiceDesk Plus Cloud(with unknown CIs)


For example, the relationship between HP Switch and a workstation (192.158.50.130) in Layer2 map will be automatically populated in the relationship map of both CIs (HP Switch and 192.158.50.130) under CMDB.

In OpManger, if the number of devices discovered during the Layer2 discovery exceeds the available node license count, the surplus devices will be categorized as Unmanaged Objects. During relationship sync with ServiceDesk Plus MSP Cloud, the unmanaged objects will be added under Unknown CI Type. If the unmanaged object is converted as a managed object in OpManager, the relevant unknown CI in ServiceDesk Plus MSP Cloud will be moved to the respective CI type.

 Sample (Layer2 Map synced as Relationship Map)   

Layer2 Map in OpManager
 
Relationship Map in ServiceDesk Plus Cloud
 

Frequently Asked Questions   

How are CI's added/updated by OpManager in ServiceDesk Plus MSP Cloud?
OpManager checks for the CI name in ServiceDesk Plus MSP Cloud. If a match is found, existing CI details are updated. Otherwise, a new CI is created.
How does the relationship sync mechanism function?
After OpManager executes CI addition task and syncs the CI information into ServiceDesk Plus MSP Cloud, OpManager collects the internal marking ID of the CIs called CIID.
While syncing layer2 maps,
  1. OpManager checks the CIID of the devices present in the map.
  2. The CIs are then located in ServiceDesk Plus MSP Cloud.
  3. The relationship is added between the relevant CIs.
 

Disable Integration    

To disable the integration,
  1. Go to Settings > General Settings > Third Party Integrations.
  2. On the ServiceDesk Plus MSP Cloud block, click Configure.
  3. On the configuration page, click Reset.
The ServiceDesk Plus MSP Cloud configuration will be reset and disabled. When the integration is reset, the synced devices will be treated as normal CIs in ServiceDesk Plus MSP Cloud.

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