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ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus is an IT service management platform that streamlines IT support. You can bring requests from ManageEngine ServiceDesk Plus into Brinqa to gain a unified view of your IT infrastructure.

This document details the information you must provide for the connector to authenticate with ManageEngine ServiceDesk Plus and how to obtain that information from ManageEngine. See create a data integration for step-by-step instructions on setting up the integration.

Required connection settings​

When setting up a data integration, select ManageEngine ServiceDesk Plus from the Connector drop-down. If you cannot find the connector in the drop-down, make sure you have installed it first. You must provide the following information to authenticate ManageEngine ServiceDesk Plus with Brinqa:

  • Server URL: Your organization's ManageEngine ServiceDesk Plus server URL.

  • Authentication token: The authentication token associated with the ManageEngine ServiceDesk Plus account, which must have permissions to log in to the API server and return data.

Generate an authentication token​

For the ManageEngine ServiceDesk Plus connector to use the ManageEngine ServiceDesk Plus API, you must provide an authentication token. ManageEngine ServiceDesk Plus does not allow retrieving the token for an existing user. To generate a new token, follow these steps:

  1. Log in to your ManageEngine ServiceDesk Plus account.

  2. Navigate to Admin > Technicians.

  3. To generate an API key for an existing user, click the edit icon next to their name; for a new technician, click Add New Technician, enter their details, and grant login permission.

  4. Locate the API Key Details area and click Generate to create a token. If needed, choose an expiration date using the calendar icon.

  5. If the user already has a token, you can click Regenerate to create a new one.

    The new token displays. You cannot view it again. Copy and save it to a secure location.

note

If you do not have the permissions to create a token, contact your ManageEngine ServiceDesk Plus administrator. For additional information, see ManageEngine ServiceDesk Plus documentation.

Additional settings​

The ManageEngine ServiceDesk Plus connector contains additional options for specific configuration:

  • Page size: The maximum number of records to get per API request. The default setting is 10. It is not recommended to go over 100.

  • Parallel requests: The maximum number of parallel API requests. The default setting is 4.

  • Skip certificate verification: Select this option to allow for untrusted certificates.

Types of data to retrieve​

The ManageEngine ServiceDesk Plus connector can retrieve the following types of data from the ManageEngine ServiceDesk Plus REST API:

Table 1: Data retrieved from ManageEngine

Connector ObjectRequiredMaps to Data Model
RequestNoRequest
info

The ManageEngine ServiceDesk Plus connector does not currently support operation options for the types of data it retrieves.

For detailed steps on how to view the data retrieved from ManageEngine in the Brinqa Platform, see How to view your data.

APIs​

The ManageEngine ServiceDesk Plus connector uses the ManageEngine ServiceDesk Plus REST API v3. Specifically, it uses the following endpoint:

Table 2: ManageEngine ServiceDesk Plus API Endpoints

Connector ObjectAPI Endpoint
RequestGET api/v3/requests/{request_id}

Changelog​

The ManageEngine ServiceDesk Plus connector has undergone the following changes:

3.0.1

  • Fixed an issue where tickets pushed from Brinqa to ManageEngine ServiceDesk Plus were failing with a "EXTRA_KEY_FOUND_IN_JSON" error.

3.0.0

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