ManageEngine Service Desk Plus Integration v1.0

The information in this article is the intellectual property of xMatters and is intended only for use with xMatters products by xMatters customers and their employees. Further, this intellectual property is proprietary and must not be reused or resold.

With the xMatters Integration for Service Desk Plus, Help Desk administrators can leverage the scheduling, coverage and rotation power of the xMatters application and deliver notifications to technicians via email, pager, SMS or voice. Information about the incident will be presented to the recipient and decisions can be made in real-time.

Integration Overview

This initial release of the integration allows for outbound notifications. Future integrations will bring in additional capabilities from xMatters and Service Desk Plus. Additionally, this integration is fully supported for Managed Service Provider installations, so contact your SDP Customer Service representative to get the integration installed. The integration will likely work with an on premise installation of SDP, but that version is only community supported. 

Prerequisites

  • Manage Engine Service Desk Plus MSP
  • xMatters on demand (5.5.50 or later)

How to configure xMatters

Download the integration package

The .zip file attached to this article contains all of the components required to integrate xMatters and ManageEngine. Download the attached .zip file to a location on your local machine. Don't extract the contents of the .zip file – you'll import it directly into xMatters.

Set up an integration user

This integration requires a user who can authenticate REST web service calls when working with events – these permissions are provided by the "REST Web Service User" role in xMatters. See Create an integration user for more information.

Note: Make sure you keep the user ID and password of this user handy. You'll need them when configuring other parts of this integration.

Import the workflow

  1. Navigate to the Workflows tab and click Import.
  2. Browse to the .zip file you downloaded, or drag it onto the Import Workflow dialog box.
  3. Click Import Workflow.
  4. Click the gear icon beside the workflow and select Editor Permissions.
  5. Add the integration user, and then click Save.
  6. Click the workflow name to open the Forms tab.
  7. Click the Web Service drop-down list for the ManageEngine form, and then select Sender Permissions.
  8. Add the integration user, and then click Save Changes

How to configure Service Desk Plus

Note that <ProductHome> refers to the installed location of Service Desk Plus. This will vary from system to system. 

First, create a folder named xMatters in the following location:

<Product-Home>/server/default/conf/plugins

Then, copy the integration\components\servicedeskplus\xMattersConfig.xml file to the folder created above. Open the file in a text editor and update the client and instance values with the appropriate host name, and set the username and password to the integration user we created above:

Optional: set the usemapping="yes" if usernames in SDP need to be matched with the user names in xmatters. For example:

Next, edit <Product-Home>/server/default/conf/plugins/NotificationActionPlugins.xml and paste the following lines between the <notification-actions> tag. 

The file should look similar to this, depending on other plugins enabled in the environment:

Finally, restart SDP to pick up the new plugin.

Downloads

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