ManageEngine ServiceDesk Plus - Partner connector
Partner connectors developed by our Tech Partners and published on the Boomi Platform provide seamless integration solutions for customers. Customers initiate support for these connectors through the Boomi Support Portal, which routes tickets to the respective partner. The partner or their designated third party is responsible for ongoing support, including troubleshooting, bug fixes, and resolving related issues.
The ManageEngine ServiceDesk Plus - Partner connector enables organizations to integrate their IT service management data with other business systems from a Boomi process. ManageEngine ServiceDesk Plus Cloud is IT service management software: request and incident handling, problem and change management, asset and configuration management, purchases, contracts, and the automation that ties them together.
With the ServiceDesk Plus - Partner connector, you can retrieve, create, update, and add notes to requests directly from Boomi. This allows you to automate ticket creation from other systems (such as monitoring tools, CRMs, or custom applications), synchronize request data between ServiceDesk Plus Cloud and other platforms, and keep support teams informed without manual data entry. The connector authenticates using the OAuth 2.0 protocol against Zoho's identity platform, which ManageEngine ServiceDesk Plus Cloud uses for authorization.
Connector configuration
To configure the connector to communicate with ManageEngine ServiceDesk Plus Cloud, set up these two components:
- ManageEngine ServiceDesk Plus - Partner connection
- ManageEngine ServiceDesk Plus - Partner operation
This approach creates reusable components that contain connection settings and operation settings. After building your connection and operation, add the ServiceDesk Plus Cloud connector to a process. When the process is properly defined, AtomSphere can map data to and from virtually any system via the connector to retrieve data from or send data to ServiceDesk Plus Cloud.
Supported editions
The connector supports the following editions of ManageEngine ServiceDesk Plus Cloud:
- Standard
- Professional
- Enterprise
The connector also supports ManageEngine ServiceDesk Plus Cloud MSP Edition. The connector supports the following ServiceDesk Plus Cloud data centers by selecting the matching authorization and token endpoint URLs during connection setup: United States (US), Europe (EU), India (IN), United Arab Emirates (AE), Australia (AU), Singapore (SG), Japan (JP), United Kingdom (UK), Canada (CA), China (CN) and Saudi Arabia (SA).
Prerequisites
To implement a connection to ManageEngine ServiceDesk Plus Cloud from AtomSphere, complete the following prerequisites:
- Have an active ManageEngine ServiceDesk Plus Cloud account and know your portal name (the name that appears in your ServiceDesk Plus Cloud URL).
- Register an OAuth client (server-based application) in the Zoho API Console for the data center that hosts your ServiceDesk Plus Cloud account, and obtain the Client ID and Client Secret.
- Grant the OAuth client the scopes required for the modules and operations you plan to use (for example,
SDPOnDemand.requests.ALLandSDPOnDemand.setup.ALL). - Know the Boomi OAuth 2.0 callback URL so you can register it as an authorized redirect URI for your OAuth client. See Additional Tasks below.
Supported objects
The ServiceDesk Plus Cloud operation supports the following objects:
- Request — a request/ticket, based on a request template configured in your ServiceDesk Plus Cloud portal.
- Request Note — a note (comment) added to an existing request.
Tracked properties
This connector has no predefined tracked properties. Refer to the topic Adding tracked fields to a connector operation to learn how to add a custom tracked field.
