ManageEngine ServiceDesk Plus
IT Service Management- Overview
- Setup
- Data & mappings
- Operations & API
- Changelog
Data retrieved from ManageEngine ServiceDesk Plus
| Connector Object | Required | Maps to Data Model |
|---|---|---|
| Request | Yes | Request |
For detailed steps on how to view the data retrieved from ManageEngine ServiceDesk Plus in the Brinqa Platform, see How to view your data.
Connection settings
When setting up a data integration, select ManageEngine ServiceDesk Plus from the Connector dropdown and provide the following:
| Setting | Required | Default | Description |
|---|---|---|---|
| Server URL | No | — | Manage engine service desk plus server URL |
| Authentication token | No | — | Manage engine service desk plus authorized service token |
| Page size | No | — | Maximum number of records to get per API request |
| Parallel requests | No | — | Maximum number of parallel API requests |
| SSL / TLS | No | — | Skip certificate verification |
How to obtain ManageEngine ServiceDesk Plus credentials
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:
-
Log in to your ManageEngine ServiceDesk Plus account.
-
Navigate to Admin > Technicians.
-
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.
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Locate the API Key Details area and click Generate to create a token. If needed, choose an expiration date using the calendar icon.
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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.
Attribute mappings
Expand the sections below to view the mappings between the source and the Brinqa data model attributes:
Request
| Source Field Name | SDM Attribute |
|---|---|
(not populated) | URL |
RequestResource.assigned_time.value | ASSIGNED_TIME |
RequestResource.cancel_requested | CANCEL_REQUESTED |
RequestResource.cancel_requested_by.name | CANCEL_REQUESTED_BY |
RequestResource.cancel_requested_is_pending | CANCEL_REQUESTED_IS_PENDING |
RequestResource.category.name | CATEGORY |
RequestResource.chat_type | CHAT_TYPE |
RequestResource.created_by.name | CREATED_BY |
RequestResource.created_time.value | SOURCE_CREATED_DATE |
RequestResource.description | DESCRIPTION |
RequestResource.due_by_time.value | DUE_BY_TIME |
RequestResource.group.name | GROUP |
RequestResource.has_attachments | HAS_ATTACHMENTS |
RequestResource.has_linked_requests | HAS_LINKED_REQUESTS |
RequestResource.has_resolution_attachments | HAS_RESOLUTION_ATTACHMENTS |
RequestResource.id | UID |
RequestResource.impact.name | IMPACT |
RequestResource.impact_details | IMPACT_DETAILS |
RequestResource.is_overdue | IS_OVERDUE |
RequestResource.is_service_request | IS_SERVICE_REQUESTED |
RequestResource.is_trashed | IS_TRASHED |
RequestResource.item | ITEM |
RequestResource.last_updated_time.value | SOURCE_LAST_MODIFIED |
RequestResource.level.name | LEVEL |
RequestResource.mode.name | MODE |
RequestResource.on_behalf_of.name | ON_BEHALF_OF |
RequestResource.onhold_time.value | ON_HOLD_TIME |
RequestResource.priority.name | PRIORITY |
RequestResource.request_type | REQUEST_TYPE |
RequestResource.requester.name | REQUESTER |
RequestResource.resolution.content | RESOLUTION |
RequestResource.response_time_elapsed | RESPONSE_TIME_ELAPSED |
RequestResource.service_category.name | SERVICE_CATEGORY |
RequestResource.service_cost | SERVICE_COST |
RequestResource.short_description | SHORT_DESCRIPTION |
RequestResource.sla.name | SLA |
RequestResource.sla_violated_technician.name | SLA_VIOLATED_TECHNICIAN |
RequestResource.status.name | STATUS |
RequestResource.subcategory.name | SUBCATEGORY |
RequestResource.subject | NAME |
RequestResource.subject | SUBJECT |
RequestResource.technician.name | TECHNICIAN |
RequestResource.time_elapsed | TIME_ELAPSED |
RequestResource.total_cost | TOTAL_COST |
RequestResource.urgency.name | URGENCY |
Operations & API
Expand each connector object to see its operation options, delta-sync behavior, and the API it uses. See connector operation options for how to apply operation options (keys and values are case-sensitive).
Request
Operation options
This object does not support any operation options.
Delta sync
The connector README does not document sync behavior for this object.
API
- Type: REST endpoint · Endpoint:
GET /api/v3/requests
Changelog
The ManageEngine ServiceDesk Plus connector has undergone the following changes:
| Version | Description | Migration Steps |
|---|---|---|
| 3.0.2 | Improvements - Connector-sourced attribute values now take precedence over non-connector data channels (manual edits, bulk imports, UI input) when the platform consolidates records, so ManageEngine data is no longer overridden by lower-priority sources. - Attribute values are now written through the platform's shared, type-validating attribute helper, so values are validated against the declared schema type at write time. Bug Fixes - ServiceDesk Plus — corrected the Request date/time attributes ("Source created date", "Assigned time", "On hold time", "Due by time") to be stored as proper timestamps. The API returns these as epoch-millisecond strings, which were being written into timestamp attributes and failing the Request sync; the date fields now deserialize directly to timestamps. | • Request: the date/time attributes listed above changed to timestamps. Re-sync the ServiceDesk Plus connector to repopulate requests with the corrected type. |
| 3.0.1 | Improvements - Attribute names submitted when creating or updating a Request are now normalized (trimmed and case-corrected) before being sent to ServiceDesk Plus, so create and update operations are more tolerant of inconsistently cased or padded field names. Dependency Upgrades - Upgraded internal framework and model libraries to the latest stable versions for improved reliability, security patches, and alignment with the rest of the connector platform. Bug Fixes - Connection failures are now surfaced as errors instead of being silently swallowed, so problems reaching the ServiceDesk Plus server are reported clearly during connection tests rather than appearing to succeed. | N/A |
| 3.0.0 | Overview The ManageEngine ServiceDesk Plus connector integrates with ManageEngine ServiceDesk Plus to synchronize IT service management requests, making service desk ticket data available within the platform. Category: IT Service Management Models | N/A |