ManageEngine ServiceDesk Plus is a popular IT management software that provides great visibility and central control over issues to ensure no downtime in operations. It offers efficient workflows following ITSM best practices, extensive reporting, and smart automation features.
Netreo provides a convenient integration for organizations using on-premise or cloud versions of ManageEngine ServiceDesk Plus, that creates or resolves ManageEngine service requests when Netreo raises/resolves alerts or executes actions. Users can control which events from Netreo are sent to ManageEngine based on the resource, category, alert severity, etc.
There’s a difference in how the API key is generated between on-premise and cloud versions of ManageEngine.
If you’re using the cloud version, navigate to the following URL. That will invoke a method generating a new API token, which will be displayed as a response. Copy the AUTHTOKEN value for future use in Netreo.
If you’re using the on-premise version, navigate to the Account of a technician that will be used for integration (you may want to create a new Account specifically for this purpose). Click the “Generate” button in the “API key details” section and copy the generated key.
In Netreo portal, navigate to Integrations screen under Account Information section and click on the appropriate ManageEngine icon.
Provide the ManageEngine AuthToken/API key that you generated in the previous step (1).
Requester name (3) is a fixed value that will be used in all requests sent to ManageEngine by Netreo, specify a value that will allow you to recognize the source of a given service request.
Severity mappings (4) specify what ManageEngine request severity level will be used, depending on Netreo alert level for a particular notification. You can customize default mappings if necessary.
Statuses mappings (5) specify how Netreo should map alert on and off notifications to ManageEngine request statuses. You can customize default mappings if necessary.
You can verify that the setup is correct by clicking the “Test” button (2).
In the Notification Management screen, you can define which alerts should be sent to ManageEngine based on severity. It’s also possible to instruct Netreo to not send certain notifications, e.g. when an action is requested or executed. This step is required to activate the integration.
See this article for detailed instructions.
In a similar way, you can configure integration between Netreo and other tools often used by IT organizations, like HipChat, PagerDuty, Zendesk, and more. See the full list here.