ManageEngine ServiceDesk Plus MSP Integration

Hello,

Sorry for the extreme delay.

First things first. After upgrading Servicedesk plus 9.4 it started to behave differently. I've been in contact with Manage Engine and I've been in contact with Logic Monitor. We are looking for another ticket system.There is just too much arguments for leaving Servicedesk plus MSP version.

However, after the upgrade SDP stopped receiving alerts. I troubleshooted for a very long time and found out that I couldn't use some of the tokens. Not happy about that at all.

I also started using a type of json instead of the xml version.

You need to set the integration to raw and use urlencodes as content-type. Do not use JSON because SDP cannot interpret that.

Below is an integration for new alerts that we found was working. If you put this in a json verifier on internet it will fail right away but it is in this format SDP wants the data.

format=json&data={
    "operation": {
        "details": {
            "requesttype": "Incident",
            "priority": "Low",
            "urgency": "Low",
            "mode": "Other",
            "subject": "***##LEVEL##*** | ##ALERTID## | ##HOST## | ##DATASOURCE##",
            "description": [
            "Host: ##HOST##",
            "\nLM AlertID: ##ALERTID##:",
            "\nDatasource: ##DATASOURCE##",
            "\nDatapoint: ##DATAPOINT##",
            "\nDatapoint Description: ##DPDESCRIPTION##",
            "\nLevel: ##LEVEL##",
            "\nStart: ##START##",
            "\nDuration: ##DURATION##",
            "\nValue: ##VALUE##",
            "\nClearValue: ##CLEARVALUE##",
            "\nReason: ##DATAPOINT## exceeds ##THRESHOLD##",
            "\nGroup: ##GROUP##",
            "\n\nCustomer Location: ##location##"
            ],
            "category": "[Category]",
            "subcategory": "[SubCategory]",
            "requester": "Logic Monitor",
            "site": "##customer.site##",
            "group": "Server Management",
            "account": "##customer.name##"
        }
    }
}

You also need to set the alert integration to get the ticketnumber from SDP. It looks like this.

The others look like the setting above. Enjoy! :)/emoticons/smile@2x.png 2x" title=":)" width="20">