Intro
ManageEngine ServiceDesk Plus is a comprehensive help desk and asset management software that provides help desk agents and IT managers with an integrated console to monitor and maintain the assets and IT requests generated by their end users. ServiceDesk Plus connector in Domo enables you to fetch the requested datasets from ServiceDesk Plus Cloud and project them to DOMO, from where you can visualize datasets as per your requirements. Due to security compliance requirements, MSP instance datasets are not currently supported. However, you can import data from other ServiceDesk Plus Cloud instances to Domo by creating individual datasets. While fetching datasets related to request and change modules, only default request/change fields are supported in DOMO. Additional fields are currently unsupported. In this article, we will discuss the prerequisites for using the connector, best practices, and the steps required to connect to a ServiceDesk Plus account.Prerequisites
You will need the ServiceDesk Plus login username and password for authenticating via OAuth 2.0.Best Practices
Schedule reports at frequent intervals to maintain an accurate and latest data of request and change details.How to connect to ServiceDesk Plus
This section enumerates the options in the Credentials and Details panes on the ServiceDesk Plus Connector page. This connector uses OAuth to connect, so you don’t have to enter credentials within Domo.- After logging into Domo, navigate to Connectors and search for the SDP Cloud Connector.
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Click the SDP Cloud connector when it appears.
- Select the Domain and click Connect.
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Enter the login credentials for your ServiceDesk Plus account on the ServiceDesk Plus login page.
After you have logged in successfully, you will be redirected to the Domo page, where the added account gets listed.
- Select the added account and click Next.
Report type selection in Details
- Select the report type.
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Enter the ServiceDesk Plus Cloud instance name from where you want to fetch the data, and click Next.
- Currently, we don’t support MSP instances due to security compliances, so avoid MSP instance names.
- Instance names are always followed by the text “/app/” in the ServiceDesk Plus URL. For example
- In the URL https://sdpondemand.manageengine.com/app/newitdesk/HomePage.do, “newitdesk” is the instance name.
Dataset Schedule
Select a schedule for the data fetch. You have two options: Basic and Advanced.- Under Basic scheduling, you can set the Update interval to Every Hour, Every Day, Every Weekday, Every Week, Every Month, or Manually. You can also set a specific time for the schedule.
- In the update method, you can choose either Replace or Append. The Replace option replaces all the data in the application with the new data that is being added. The Append option compares and adds only the differential data on top of the existing data.
- Once a day, More than once a day, Every day, Specific days of the week, Specific days of the month, Every Month, and Specific months. Select the schedule you require and set the time.
Error Handling
- Select how the data update failure should be handled. You can choose between the options, “Do not retry when update fails” and “Always retry when an update fails”.
- Once you have configured the scheduling, click Next.
Name and Description for Dataset
- Enter a Dataset Name and Description. The name you select here will be displayed for your dataset under Data in Domo.
- Click Save and Run. The dataset will be render.
Fetched Data Entities
Requests
Request ID, Subject, Description, Template, Status, Technician, Created Time, Mode, Site, Group, Level, Approval Status, and etc.Changes
Change Display ID, Title, Description, Template, Urgency, Status, Impact, Priority, Reason for Change, Stage, Created time, Item, and etc. Shown below is a sample request data set fetched in Domo.