ManageEngine ServiceDesk Plus is a popular IT help desk application. CloudMonix integrates with both cloud and on-premise versions of ManageEngine ServiceDesk Plus.

CloudMonix integrates with ServiceDesk Plus by publishing requests whenever an alert is raised. Just like with other types of notifications, users can control what notifications are sent based on the resource, resource group, alert severity, etc.

Three general steps to integrate CloudMonix with ManageEngine ServiceDesk Plus

  1. Generate a new API key in the ManageEngine

  2. Set up the ManageEngine integration definition in CloudMonix

  3. Specify what notifications should be sent to ManageEngine

Detailed steps to integrate CloudMonix with ManageEngine ServiceDesk Plus

  • Login to your ManageEngine ServiceDesk account.

  • Generate a new API token. Note that there’s a difference in how the API token is generated depending on whether you’re using cloud or on-premise version of the application.

  • Generating API token in the ManageEngine Cloud:
  • Generating API token in the ManageEngine on-premise:
    • Navigate to the technicians screen (Admin >> Technicians). Click the edit icon for the technician whose account will be used for integration.

    • Ensure the “Enable login for this technician” checkbox is ticked.

    • Click the “Generate” link under “API key details” section.

    • Select the “Never expire” option in the API Key Generation dialog, and click “Generate” button.

    • Copy generated API Key for future use in CloudMonix.

  • Now, navigate to CloudMonix and find Integrations screen under Account Settings (Account Settings >> Integrations). Configure a new ManageEngine integration:

    • Provide the ManageEngine AuthToken/API key that you generated in the previous step (1).

    • Specify the Requester name (3). This value will be used in all requests sent to ManageEngine by CloudMonix.

    • Provide severity mappings, which specify the ManageEngine request severity level based on CloudMonix alert level (4).

    • Provide statuses mappings, which specify how CloudMonix alert on and off notifications should correspond to ManageEngine requests statuses (5).

  • Press Test button (2) to ensure that a test message successfully published message. You should see a new request from CloudMonix in ManageEngine.

  • In the Notifications screen (Account Settings > Notifications) create a new rule for sending notifications from CloudMonix to ManageEngine. Decide what information will be posted to ManageEngine by adjusting the Minimum Severity value and optionally disabling sending certain types of notifications in the Do not Send section. Learn more about Notification Management here.