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ManageEngine ServiceDesk Plus - Partner operation

Updated 

The ManageEngine ServiceDesk Plus - Partner operation defines how to interact with your ServiceDesk Plus Cloud portal. The operation represents a specific action (Get, List, Create, or Update) to be performed against the object selected in its Resource field, such as a request or a request note. Create a separate operation component for each action and resource your integration requires.

The ServiceDesk Plus Cloud operations use JSON format and support the following actions:

  • Inbound: Get, List
  • Outbound: Create, Update

Resource

Every operation has a Resource field (displayed in both the import wizard and the operation page) that selects the object the operation operates on. Select the Resource before importing the profile. The default value is Request.

  • Get, List, and Update support the Request resource.
  • Create supports the Request and Request Note resources.

Get

Get is an inbound action that retrieves a single object from ServiceDesk Plus Cloud. With Resource set to Request, the internal request ID must be supplied as the id field in the input document. If the operation is successful, the connector returns the complete request record as a JSON document.

List

List is an inbound action that retrieves multiple objects from ServiceDesk Plus Cloud. With Resource set to Request, you can control the results using the following optional input fields:

  • row_count — the number of requests to return per page (defaults to 10 if not set, maximum 100).
  • start_index — the starting position for the page of results (defaults to 1 if not set).
  • sort_field and sort_order — the field to sort by and the sort direction.
  • search_criteria — one or more filter conditions used to narrow the requests returned.

If the operation is successful, the connector returns a JSON document containing the matching requests.

Create

Create is an outbound action that creates a new object in ServiceDesk Plus Cloud. Select the object in the Resource field: Request or Request Note. When Resource is Request, the connector creates a new request based on a request template.

  • Before use, import the profile (browse) for this operation, then select the request template from the Object Type list. The connector automatically associates every request created by this operation with the selected template.
  • Map the fields defined by the selected template, including any fields the template marks as mandatory. The connector returns an error if no fields are mapped or if a template has not been selected.
  • If the operation is successful, the connector creates the request in ServiceDesk Plus Cloud and returns a JSON document with the details of the new request, including its request ID, subject, and other template-defined fields.

When Resource is Request Note, Create adds a note (comment) to an existing request in ServiceDesk Plus Cloud.

  • The request_id field is required and must contain the ID of the request the note is added to.
  • Import the profile (browse) to obtain the fields available for a note, such as its description and visibility.
  • If the operation is successful, the connector adds the note to the request and returns a JSON document with the details of the newly added note.

Update

Update is an outbound action that updates an existing object in ServiceDesk Plus Cloud. With Resource set to Request, it updates an existing request.

  • The id field is required and must contain the ID of the request to update.
  • As with Create, import the profile (browse) and select the request template from the Object Type list so the connector knows which fields are available to update.
  • Map at least one field in addition to the id field. The connector returns an error if the id is missing or if no fields are mapped to update.
  • If the operation is successful, the connector updates the request in ServiceDesk Plus Cloud and returns a JSON document with the updated request details.

Error handling

The connector reports errors per document, depending on the type of problem:

  • Application errors: client errors returned by the ServiceDesk Plus Cloud API (HTTP 4xx, except 401, 403, and 429) and invalid input data (for example, a missing id or an empty payload) are returned as application error responses that include the HTTP status and the API error body. When Error Behavior is set to Return Application Error Responses, the process continues with the error document.
  • Failures: authentication or authorization errors (401, 403), rate limiting (429), server errors (5xx), connection or timeout problems, token and configuration problems (for example, no request template selected) are returned as failures.
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