Zapier Integration

Zapier Integration

Zapier is a no-code automation platform that connects different apps and services, allowing you to automate repetitive tasks. You can connect ServiceDesk Plus MSP Cloud with various external web applications via Zaps. A Zap is an automated workflow that connects apps and services together.
You can also create zaps to configure actions between ServiceDesk Plus MSP Cloud and any web application. Creating a Zap involves setting up triggers, adding actions, and testing the Zap.
Roles Required:
  1. SDAdmin in ServiceDesk Plus MSP Cloud
  2. Admin in Zapier
  3. Administrator or equivalent privileges in the external application

Enable Integration   

  1. In ServiceDesk Plus MSP Cloud, go to Setup > Apps & Add-ons > Integrations > Third Party Integrations.
  2. On the Zapier card, click Install from Zapier.
  3. Sign in to your Zapier account.
  4. Click Create Zap.
  5. In the Zap editor, provide a name for your Zap and start building the workflow.
 

Use SDP Zaps    

Built-in Zaps are bundled with triggers and actions, allowing users to set up integrations instantly.
To use a built-in Zap,
  1. In your Zapier account, go to Make a Zap section on the dashboard.
  2. Select the apps to be connected.
  3. Select the triggers and actions listed in the respective drop-downs.
  4. Click Try it to test and enable your zap.
 

ServiceDesk Plus MSP Cloud currently supports the following triggers and actions:
Actions:
Actions
Explanation
Create Request
Creates a new request.
Update Request
Updates an existing request.
Create Announcement
Sends an announcement to all users.
Create Change
Creates a new change.
Find Request
Finds request details using the Request ID.
Invoke API Call
Make API calls in ServiceDesk Plus Cloud to perform an action.

Triggers:
Triggers
Explanation
New Request
Triggers the action when a new request is created.
New Change
Triggers the action when a new change is created.
New Asset
Triggers the action when a new asset is created.
Trigger
Triggers action when create, edit, or delete operations are performed in the specified module.
 
Info
Visit Zapier for the updated list of triggers and actions.
 

Create Zaps   

Set Up Triggers   

A trigger is an event that starts a Zap. It defines how and when your Zaps must run. For example, you can configure a Zap to automatically create a ticket in a third-party bug tracking application whenever a new request is logged in ServiceDesk Plus MSP Cloud.
There are two types of triggers in Zapier: Polling triggers and Instant triggers
Info
A Zap can have only one trigger.

Set Up Polling Trigger 

Zaps operate on a polling basis. Zapier checks the application’s server for trigger data at regular intervals, based on your subscription plan. All updates received within the interval will be processed the next time the server is polled for updates.
In the Zap editor, set up the trigger by configuring the following attributes:
Step 1: Choose app & event
  1. Select ManageEngine ServiceDesk Plus Cloud as the app where the trigger event occurs. You can also use the search option.
  2. Pick a specific trigger event to start the Zap. You can configure polling triggers in Zapier when a new request, change, or asset is created in ServiceDesk Plus Cloud.
  3. After selecting the event, click Continue.

Step 2: Choose account  
  1. Choose a ServiceDesk Plus MSP Cloud account that the Zap will use to identify the trigger. Use Connect a new account option to sign in to the ServiceDesk Plus MSP Cloud and authorize Zapier to access ServiceDesk Plus MSP Cloud data.
  2. Click Continue.
 
 
Step 3: Set up the trigger
  1. Select the ServiceDesk Plus MSP instance.
  2. Specify the conditions when the trigger must be executed. The conditions can be defined in terms of field values of incoming requests, changes, or assets. If no condition is specified, the trigger will be set for all new requests, changes requests, or assets in the default service desk instance of the chosen account.
Step 4: Test Trigger
Test the Zap functions by obtaining up to three unique samples from ServiceDesk Plus MSP Cloud that match the predefined conditions in the trigger.

Select and save one sample from the list. The selected sample will later be used to test the actions in the Zap. You can switch between samples at any time.

Set Up Instant Trigger 

Instant triggers are webhook-based and initiate a Zap immediately after an event occurs without any delay or need for polling. When an instant trigger is executed, the preconfigured actions in the Zap will be performed. Using webhooks increases the scope of the automation via Zapier.
Info
Only SDAdmins in ServiceDesk Plus MSP Cloud can configure instant triggers.

ServiceDesk Plus MSP Cloud Trigger

Step 1: Choose app & event
  1. Select ManageEngine ServiceDesk Plus Cloud as the app where the trigger event occurs. You can also use the search option.
  2. Choose Trigger as the event to start the Zap. The trigger will be executed with create, edit, or delete operations performed in the Requests/Changes module.
 
Step 2: Choose an account
  1. Choose a ServiceDesk Plus MSP Cloud account that the Zap will use to identify the trigger. Click Change > Connect a new account option to sign in to the ServiceDesk Plus MSP Cloud and authorize Zapier to access ServiceDesk Plus MSP Cloud data.
  2. Click Continue.

Step 3: Set up trigger
  1. Select the ServiceDesk Plus MSP Cloud instance where the trigger must be executed.
  2. Select the module (request or change) where the trigger is applicable.
  3. Choose the operation to be performed by the user to execute the trigger.
  4. Specify the conditions when the trigger must be executed. If no condition is specified, the trigger will be executed every time the selected operation is performed.
  5. Specify the condition in array format. For example: You can configure the trigger condition to execute actions if the request contains Network in its subject and the status is In Progress.
    [
      {
       "field": "subject",
       "condition": "contains",
       "values": [
         "Network"
        ]
      },
      {
       "field": "status.in_progress",
       "condition": "contains",
       "logical_operator":"and",
       "values": [
         true
        ]
      }
    ]
  6. Click Continue.

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