ManageEngine ServiceDesk Plus (On-premise)

Creating an API key

API keys (or Authtokens) are created for an individual technician user in the installed version of ServiceDesk Plus. 

To generate a token, click on your profile, and choose Generate Authtoken.

Permissions required

Provisioning and Deprovisioning requires a technician with the SDAdmin role.

If you do not need these features, then we recommend creating a more limited technician role for Trelica access (rather than using a technician with the SDAdmin role).

Go to Admin > Users & Permissions > Roles. 

Create a new role with these permissions:

Assign this new role, (and the additional HelpdeskConfig roles if specified above) to a technician, and then login as the technician. 

User management

ServiceDesk Plus splits users into Users and Technicians. Technicians have specific roles within ServiceDesk Plus, whereas Users are typically employees who can raise and view their own Requests. 

Trelica lets you create both types of user.

The Installed version of ServiceDesk Plus doesn't let you deactivate users - they can only be deleted.

Setting up an automation to update Trelica when Requests are closed

Trelica can create Requests in ServiceDesk Plus using the ServiceDesk Plus API. ServiceDesk Plus however does not automatically support notifying Trelica when Requests are updated.

You can however use the Automations feature of ServiceDesk Plus to create a webhook to notify Trelica.  

Callback URL

Before starting you will need to take a copy of the Callback URL that Trelica providers when you connect ServiceDesk Plus: 

Creating the webhook

Go to Developer Space > Webhooks. Ensure that Request is selected and click New:

1. Give the webhook a name (e.g. 'Trelica')
2. Ensure the HTTP Method is set to to POST.
3. Paste in the Callback URL that you took from Trelica earlier in these instructions.
4. Paste in the following block:

   {
       "id": "${{request.id}}",
       "status": "${{request.status}}",
       "dueDtm": "${{request.due_by_time}}"
   }

5. Ensure that the Content type is application/json.
6. Save the webhook.

Creating the custom trigger

Go to Automation > Custom Triggers. Ensure that the Request tab is selected and click to create a new Trigger Group.

Call the group 'Trelica':

Select the group and click Add Trigger:

1. Execute on Edited actions.
2. Apply conditions based on criteria
3. Ensure the rule executes Every time (otherwise it won't pick up back-and-forth changes to and from Resolved and Closed states)
4. The condition should include Status is Resolved or Closed and preferrably some other differentiator. Trelica sets a Trelica tag on all requests it creates but unfortunately the Automation Triggers don't offer this option.

Click Select Custom Action, select Webhook:

Select the webhook you just created, and click Save.