ManageEngine ServiceDesk Plus
IT Service Management- Overview
- Setup
- Data & mappings
- Operations & API
- Changelog
The ManageEngine ServiceDesk Plus connector integrates with a ManageEngine ServiceDesk Plus (on-premises) instance using its REST API (v3). It synchronizes service desk Requests (tickets/incidents) into Brinqa, capturing requester, technician, status, priority, SLA, category, and lifecycle/timing details. The connector also supports creating and updating Requests in ServiceDesk Plus.
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 |
Authentication
The connector authenticates with a static API authentication token (the ServiceDesk Plus "technician key"). The token is supplied via configuration and sent on every request in the Authtoken HTTP request header. There is no token-exchange/OAuth handshake; the same credential is reused for all subsequent API calls.
Endpoint
| Method | URL |
|---|---|
| GET | /api/v3/requests |
The connection test issues a GET /api/v3/requests with a minimal list_info (one row) and verifies a success response status.
Request Headers
| Header | Value | Description |
|---|---|---|
Authtoken | <technician key> | ServiceDesk Plus API authentication token. |
Accept | application/json | Requests a JSON response. |
Request (query parameters)
List/sync requests pass an input_data query parameter containing a JSON list_info object:
{
"list_info": {
"row_count": "10",
"start_index": "1",
"search_criteria": [
{
"field": "last_updated_time",
"condition": "greater than",
"values": [1676532601107]
}
]
}
}
Sample Response
{
"requests": [
{
"id": "4",
"subject": "Mail server outage",
"status": { "name": "Open", "id": "2" },
"priority": { "name": "Medium", "id": "3" },
"requester": { "name": "administrator", "id": "5" },
"created_time": { "display_value": "Feb 16, 2023 01:00 PM", "value": "1676532601107" },
"last_updated_time": { "display_value": "Feb 22, 2023 09:15 PM", "value": "1677080745968" }
}
],
"response_status": {
"status_code": 2000,
"status": "success"
}
}
Response Fields
| Field | Description |
|---|---|
requests[] | Array of Request objects returned for the page. |
requests[].id | Unique request identifier. |
response_status.status_code | API status code (2000 indicates success). |
response_status.status | Textual status (success / failure). |
Token Usage
The configured token is stored as a confidential value and read at request time. It is injected into the Authtoken header on every outbound request (list/sync, create, and update). No refresh or re-authentication occurs.
Sync Behavior
The connector supports incremental (delta) syncs. It maintains a sync token between runs and applies it as an incremental timestamp filter, so each run re-processes only the records that changed after the previous sync. The initial run retrieves the complete data set; later runs are incremental. The specific timestamp field applied to each object is documented under that object's Sync Duration Parameter.
How to obtain ManageEngine ServiceDesk Plus credentials
Obtain the required credentials (URL, Auth Token, Dev Mode) from your ManageEngine ServiceDesk Plus administrator or the ManageEngine ServiceDesk Plus admin console, then enter them in the connection settings above.
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
Supported.
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 |