Help Admin Third Party Integration ManageEngine ServiceDesk Plus On-Demand

Ticketing Integration with ManageEngine ServiceDesk Plus On-Demand

ManageEngine ServiceDesk Plus (SDP) On-Demand is an online help desk software built on the ITIL framework with integrated asset management capability. With a simple API level integration, you can tightly integrate Site24x7 with SDP On-Demand. Based on your preset configuration, any down/trouble alerts from Site24x7 are converted into tickets in SDP On-Demand portal. Finally, when the incidents are resolved in Site24x7, the tickets are automatically closed in your SDP On-Demand portal. You can further track and manage IT tickets efficiently by designating them to technicians, resolve issues much faster–thus, increasing the productivity of your IT staff, and ensure end user satisfaction. Read more to know how your IT teams can leverage Site24x7's SDP On-Demand integration to offer a world class IT support.

Contents

Prerequisites

  • Site24x7 and ManageEngine SDP On-Demand are brands under Zoho and use Zoho Single Sign On for accessing accounts.
  • If you're the Zoho Organization Admin for your Site24x7 account with no pre-configured SDP On-Demand account, a trial  account will be created automatically and then you'll have to navigate to SDP On-Demand account to configure the settings.

    You must either have a Super Admin or an Admin role in your Zoho Organization account inorder to setup this integration.
  • Additionally, you must also have a technician role in your SDP On-Demand account to successfully enable integration with Site24x7.
    Within the SDP On-Demand portal, you can assign tickets to other technicians. To achieve this, it is important to add these technicians to your SDP On-Demand account and provide them with sufficient privileges. Learn how to add a technician in your SDP On-Demand account.

Integration Procedures

To connect your Site24x7 account to SDP On-Demand, follow the steps below:

  1. Login to Site24x7.
  2. Navigate to Admin > Third Party Integration.
  3. Choose ManageEngine ServiceDesk Plus On-Demand from the list of integrations.
  4. You're redirected to the SDP On-Demand Integration page. Update the integration form as follows:
    • Request Subject: Use the "$ tags" to customize the subject line of your alert ticket. Use Incident and Custom Parameters to customize the subject.
    • SDP On-Demand Portals: Provide the portal name in this field. If you wish to change the portal name you'll have to delete the integration and create a new one.
    • Request Creation Mode: Click the manual or automatic radio button to invoke the desired mode of ticket creation in your SDP On-Demand portal.
      In the automatic mode, down/trouble alerts from Site24x7 automatically log tickets in your SDP On-Demand portal. Detailed description about your monitor's downtime is also documented on the ticket. When the incidents are resolved in Site24x7, the tickets are closed automatically. Alternately, by initiating a "close request", you can remotely close the ticket from within your Site24x7 control panel.

      In the manual mode, the operator must access the (Create Request) link provided under the Overall status widget in the Monitor Summary Dashboard or the RCA page, and then submit the "Create Request" to manually generate a ticket in your SDP On-Demand portal. Detailed description about your monitor's downtime is also documented on the ticket. By submitting a "close request", you can remotely close the ticket from within your Site24x7 control panel.
    • Select Integration Level: You can post alerts to SDP On-Demand from specific monitors, all monitors/monitor groups associated to selected tags or all monitors in your account. It is set to "All Monitors", by default. Hence, it translates into a Global Integration where all alarms from your Site24x7 account are pushed to SDP On-Demand.
      For tags associated to your monitor group that have monitors in parent level and a few monitors in sub group level, alerts from only the parent monitors get logged as tickets in SDP On-Demand.
    • Trigger incidents when my monitor is in Critical status: Mark this toggle button to enable incident creation in SDP On-Demand when your monitor is in Critical status.
    • Trigger incidents when my monitor is in Trouble status: Mark this toggle button to enable incident creation in SDP On-Demand when your monitor is in Trouble status.
    • Manually close incidents when my monitor changes to "Up" status: Use the radio button to decide whether to close incidents manually or automatically in SDP On-Demand, when the Site24x7 monitor alert changes to "Up". By default, the incidents are resolved automatically in SDP On-Demand.
    • Click the Save button. Once configured, you can always trigger a Test Alert to detect whether the integration is a success or has any configuration error.

      Once the integration is completed, you can track the status of any new or existing tickets on the SDP On-Demand portal.

Remotely Manage Tickets in Site24x7

Based on your chosen request creation mode, Site24x7 lets you to remotely create and close tickets, without you even having to access the SDP On-Demand portal.

Automatic Mode: Site24x7 down/trouble alerts cause automatic ticket creation in the SDP On-Demand portal. The tickets are automatically closed in the SDP On-Demand portal when the incidents are resolved in Site24x7. Nevertheless, tickets can also be remotely closed from the Site24x7 control panel itself. Follow the steps below:

  • Login to Site24x7.
  • Open the Monitor Summary Dashboard for your Down/Trouble monitor.
  • Access the "Create Request in SDP OD" link listed under the overall status widget.

  • You can also access the same link from your RCA page.

  • A "Create Request" window will pop up with the subject line of the ticket and a "Close Request" button
  • Submit "Close Request" button to remotely close the ticket in your SDP On-Demand portal.

  • Once the request is initiated, a "Request Details" window will pop up on your screen giving you details like; Ticket ID, Subject line, Technician Name and Status of the ticket.

  

Manual Mode: You can remotely log your down/trouble tickets in the SDP On-Demand portal; further, close these tickets remotely from the Site24x7 control panel itself. Follow the steps below:

  • Login to Site24x7.
  • Open the Monitor Summary Dashboard for your Down/Trouble monitor.
  • Access the "Create Request in SDP OD" link listed under the overall status widget. You can also access the same link from your RCA page.
  • A "Create Request" window will pop up with the subject line of the ticket and a "Create Request" button.
  • Click the "Create Request" button to remotely initiate the ticket creation in SDP On-Demand portal.

  • Once the request is completed, a "Request Details" window will pop up giving you details of the ticket, including Ticket ID, Subject line, Technician Name and Status of the ticket.
  • Later, you can access the same link "Create Request in SDP OD" and submit "Close Request" button to remotely close the ticket listed in your SDP On-Demand portal.

View Tickets in SDP On-Demand Portal

Once you've integrated your Site24x7 account with SDP On-Demand, you'll be able to view all your alert tickets in a single dashboard inside the SDP On-Demand Client. On top of this, any status change is documented inside the SDP client with proper description. Within the SDP On-Demand portal, you can assign your tickets to a technician and execute many more operations. However, when the SDP On-Demand application itself is not accessible, no down/trouble tickets would be logged in your SDP On-Demand portal. Learn more

Site24x7 Alert Status SDP On-Demand Status
Down

Alert triggers ticket creation inside SDP portal. This
is controlled by the request creation mode settings.

Trouble

Alert triggers ticket creation inside SDP portal. This
is controlled by the request creation mode settings.

Trouble monitor
turns Down

Trouble alert triggers ticket creation inside SDP portal.
If the same monitor turns down; no new ticket will be
created separately for the down status–instead
a comment will be added on the same ticket.

Down/Trouble
monitor turns UP

Ticket is automatically closed inside SDP portal.

Down/Trouble
monitor is suspended

Ticket remains open inside SDP portal, until the
suspended state of the monitor is revoked. 

Fig.1: View Requests in SDP On-Demand Portal

 

Fig.2: Request details in SDP On-Demand Portal

 
Auto-resolve tickets and reduce resolution time further with Site24x7 IT Automation.  
 
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Help Admin Third Party Integration ManageEngine ServiceDesk Plus On-Demand