ME ServiceDesk Plus
Introduction
This document provides an overview of the integration between Autom Mate and ServiceDesk Plus, explaining how users can utilize the ServiceDesk Plus API library to streamline IT service management and ticketing processes.
Autom Mate's integration with ServiceDesk Plus enables organizations to efficiently manage their IT services, streamline ticketing processes, and ensure minimal downtime through seamless automation.
What is ServiceDesk Plus?
Overview of ServiceDesk Plus: ServiceDesk Plus is an IT service management software designed to help organizations streamline their ticketing processes, manage IT assets, and ensure top-notch IT service delivery. It offers features such as incident management, problem management, change management, asset management, and more.
Key Features:
Ticketing System: Manage incidents, problems, changes, and service requests.
Asset Management: Track and manage IT assets efficiently.
Automation: Automate routine IT tasks to improve efficiency and productivity.
Reporting and Analytics: Gain insights into IT operations through comprehensive reporting and analytics capabilities.
Authentication and Configuration
Purpose: Explain the authentication mechanism and configuration parameters for integrating with ServiceDesk Plus.
Content:
Authentication: Authentication between Autom Mate and ServiceDesk Plus is done through an API key, which is sent in the "Request Header" as auth-token.
Input Data: For most operations, input_data in JSON format is required, containing attributes and their values to be processed.
Important Configuration Parameters: Various configuration parameters are required for different actions, including Service Desk Plus URL, Request Id, Change-Id, Problem Id, and Technician Id.
How to Use Actions
Update Request
Purpose: Update details of a request or incident.
Configuration Parameters:
Service Desk Plus URL
Request Id
Sample body JSON input_data
Update Problem
Purpose: Update details of a problem module.
Configuration Parameters:
Service Desk Plus URL
Problem Id
Sample body JSON input_data
Add Attachment To Notification
Description: This action adds attachments to a notification.
Purpose: Enhance notifications with relevant attachments for better communication.
Usage:
Inputs:
Request ID
Attachment Content: The parameter should be as follows [{"file_name":"sample.xlsx","file_content":"base64"},{"file_name":"icon.png","file_content":"base64"}]
Output:
Add Note
Description: This action adds a note to a request or incident.
Purpose: Document additional information or updates related to a request.
Usage:
Inputs:
Request ID
Note Description
Mark First Response: Contains 2 options. First one is boolean Yes or No. Second one is text true or false.
Add to Linked Requests: Contains 2 options. First one is boolean Yes or No. Second one is text true or false.
Show to Requester: Contains 2 options. First one is boolean Yes or No. Second one is text true or false.
Output:
Add Notification
Description: This action creates a notification for a specific request or incident.
Purpose: Notify relevant stakeholders about updates or changes related to a request.
Usage:
Inputs:
Request ID
Subject
Description
To: You can write multiple values separated by commas
CC: You can write multiple values separated by commas
Attachments: Accepted with the format [{"id": "16"}, {"id": "17"}]
Output:
Create Change
Description: This action creates a new change module.
Purpose: Initiate a change process for managing IT changes effectively.
Usage:
Inputs:
Title
Output:
Create Problem
Description: This action creates a new problem module.
Purpose: Document and manage IT problems for resolution and prevention.
Usage:
Inputs:
Title
Output:
Create Project
Description: This action creates a new project module.
Purpose: Initiate and manage IT projects for efficient execution and tracking.
Usage:
Inputs:
Title
Output:
Create Request
Description: This action creates a new request or incident.
Purpose: Initiate a new service request or report an IT incident.
Usage:
Inputs:
Title
Output:
Create Task
Description: This action creates a new task within a project or request.
Purpose: Break down project or request activities into manageable tasks for execution.
Usage:
Inputs:
Title
Output:
Update Project
Description: This action updates details of an existing project module.
Purpose: Modify project module information to reflect changes and updates.
Usage:
Inputs:
project_id (Required)
Output:
View All Request
Description: This action retrieves a list of all requests or incidents.
Purpose: Gain visibility into all active requests or incidents for monitoring and management.
Usage:
Inputs:
No Input
Output:
View Change
Description: This action retrieves details of a specific change module.
Purpose: Gain insights into the details of a particular change process.
Usage:
Inputs:
change_id (Required)
Output:
View Problem
Description: This action retrieves details of a specific problem module.
Purpose: Gain insights into the details of a particular IT problem for resolution.
Usage:
Inputs:
problem_id (Required)
Output:
View Project
Description: This action retrieves details of a specific project module.
Purpose: Gain insights into the details of a particular IT project for monitoring and management.
Usage:
Inputs:
project_id (Required)
Output:
View Request
Description: This action retrieves details of a specific request or incident.
Purpose: Gain insights into the details of a particular request or incident for monitoring and management.
Usage:
Inputs:
request_id (Required)
Output:
Additional Tips
Use Cases
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