ServiceDesk Plus Cloud

Introduction

This document provides insights into the seamless integration between Autom Mate and Service Desk Plus Cloud, elucidating how this integration enhances automation and streamlines processes.

The integration between Autom Mate and Service Desk Plus Cloud facilitates the automation of various tasks and processes, optimizing workflow efficiency and productivity.

What is Service Desk Plus Cloud?

This section aims to elucidate the core functionalities and benefits of Service Desk Plus Cloud.

Overview of Service Desk Plus Cloud: Service Desk Plus Cloud is a comprehensive IT service management (ITSM) software that enables organizations to streamline their IT service operations. It offers a range of features for incident management, problem management, change management, and more. Key Features: Some of the key features of Service Desk Plus Cloud include ticket management, asset management, self-service portal, knowledge base, and reporting and analytics.

Autom Mate Integration with Service Desk Plus Cloud

Describe how Autom Mate facilitates automation using pre-built actions in Service Desk Plus Cloud.

Overview of Integration: Autom Mate integrates seamlessly with Service Desk Plus Cloud, allowing users to automate various IT service management tasks. This integration enables the creation of workflows that automate incident resolution, asset management, and other IT service processes.

Examples of Automated Tasks: Tasks that can be automated include ticket creation, assignment, and resolution, asset discovery and management, change management workflows, and integration with monitoring tools for proactive incident management.

Using the Integration

Provide instructions on utilizing the actions available in the Autom Mate-Service Desk Plus Cloud integration.

Credentials

Steps to establish a secure connection between Autom Mate and Service Desk Plus Cloud using credentials.

How to Create Credentials: To set up authentication for the integration, navigate to the Autom Mate Vault and create credentials for Service Desk Plus Cloud. Enter the necessary details such as Portal URL Name and API key.

Data Management

Explain how to manage data fields used within the Autom Mate-Service Desk Plus Cloud integration.

Using Data Manager: Organize and map data fields in Autom Mate to Service Desk Plus Cloud to ensure seamless data transfer between the two platforms.

How To Use Actions

Detailed instructions on using specific actions available in the Autom Mate-Service Desk Plus Cloud integration.

Add Request

Description: Create a new service request in Service Desk Plus Cloud.

Purpose: This action is used to initiate a new service request for IT support or service.

Usage: To create a new request, provide the Portal URL Name and Subject for the request.

Inputs:

Portal URL Name (Required): Specify your Portal URL Name.
Subject (Required): Specify the subject for your request.

Outputs: The action will return the newly created request ID.

Delete Request

Description: Delete an existing service request in Service Desk Plus Cloud.

Purpose: This action is used to remove a service request from the system.

Usage: To delete a request, provide the Portal URL Name and Request ID.

Inputs:

Portal URL Name (Required): Specify your Portal URL Name.
Request ID (Required): Select a Request or Specify a Request ID.

Outputs: Confirmation message indicating the successful deletion of the request.

Find User with Email

Description: Retrieve user details based on their email address in Service Desk Plus Cloud.

Purpose: Searches for a user by their email address.

Usage: Provide the Portal URL Name and Email of the user you wish to find.

Inputs:

Portal URL Name (Required): Specify your Portal URL Name.
Email (Required): Specify the email address of the user.

Outputs: User details including name, contact information, and user ID.

Get Request

Description: Retrieve details of a specific service request in Service Desk Plus Cloud.

Purpose: Fetches details of a particular service request.

Usage: Provide the Portal URL Name and Request ID.

Inputs:

Portal URL Name (Required): Specify your Portal URL Name.
Request ID (Required): Select a Request or Specify a Request ID.

Outputs: Details of the requested service ticket including subject, description, requester details, and status.

Get Solution

Description: Retrieve details of a solution in Service Desk Plus Cloud.

Purpose: Fetches details of a solution from the knowledge base.

Usage: Provide the Portal URL Name and Solution ID.

Inputs:

Portal URL Name (Required): Specify your Portal URL Name.
Solution ID (Required): Select or Specify a Solution ID.

Outputs: Details of the solution including title, description, and category.

Get User

Description: Retrieve details of a specific user in Service Desk Plus Cloud.

Purpose: Fetches details of a particular user.

Usage: Provide the Portal URL Name and User ID.

Inputs:

Portal URL Name (Required): Specify your Portal URL Name.
User ID (Required): Specify or Select a User ID.

Outputs: User details including name, contact information, and role.

List Category

Description: Retrieve a list of categories in Service Desk Plus Cloud.

Purpose: Fetches a list of all available categories for service requests.

Usage: Provide the Portal URL Name.

Inputs:

Portal URL Name (Required): Specify your Portal URL Name.

Outputs: Returns a list of categories including their IDs and names.

List Incident Templates

Description: Retrieve a list of incident templates in Service Desk Plus Cloud.

Purpose: Fetches a list of predefined incident templates for common IT issues.

Usage: Provide the Portal URL Name.

Inputs:

Portal URL Name (Required): Specify your Portal URL Name.

Outputs: Returns a list of incident templates including their IDs and names.

List Items

Description: Retrieve a list of items under a specific subcategory in Service Desk Plus Cloud.

Purpose: Fetches a list of items or services available under a particular subcategory.

Usage: Provide the Portal URL Name and Sub Category ID.

Inputs:

Portal URL Name (Required): Specify your Portal URL Name.
Sub Category ID (Required): Select or specify a Sub Category ID.

Outputs: Returns a list of items including their IDs and names.

List Request Templates

Description: Retrieve a list of request templates in Service Desk Plus Cloud.

Purpose: Fetches a list of predefined request templates for common service requests.

Usage: Provide the Portal URL Name.

Inputs:

Portal URL Name (Required): Specify your Portal URL Name.

Outputs: Returns a list of request templates including their IDs and names.

List Requests

Description: Retrieve a list of service requests in Service Desk Plus Cloud.

Purpose: Fetches a list of all service requests based on specified criteria.

Usage: Provide the Portal URL Name.

Inputs:

Portal URL Name (Required): Specify your Portal URL Name.

Outputs: Returns a list of service requests including their IDs, subjects, and statuses.

List Solutions

Description: Retrieve a list of solutions in Service Desk Plus Cloud.

Purpose: Fetches a list of solutions from the knowledge base.

Usage: Provide the Portal URL Name.

Inputs:

Portal URL Name (Required): Specify your Portal URL Name.

Outputs: Returns a list of solutions including their IDs and titles.

List Status Options

Description: Retrieve a list of status options for service requests in Service Desk Plus Cloud.

Purpose: Fetches a list of available status options for service requests.

Usage: Provide the Portal URL Name.

Inputs:

Portal URL Name (Required): Specify your Portal URL Name.

Outputs: Returns a list of status options including their IDs and names.

List Sub Categories

Description: Retrieve a list of subcategories under a specific category in Service Desk Plus Cloud. Purpose: Fetches a list of subcategories available under a particular category.

Usage: Provide the Portal URL Name and Category ID.

Inputs: