Adapter for Integration to ManageEngine ServiceDesk Plus

Description
Technical Documentation

Overview

This adapter is used to integrate the Itential Automation Platform (IAP) with the Service_desk_plus System. The API that was used to build the adapter for Service_desk_plus is usually available in the report directory of this adapter. The adapter utilizes the Service_desk_plus API to provide the integrations that are deemed pertinent to IAP. The ReadMe file is intended to provide information on this adapter it is generated from various other Markdown files.

Details

The ServiceDesk Plus adapter from Itential is used to integrate the Itential Automation Platform (IAP) with ServiceDesk Plus. With this adapter you have the ability to perform operations with ServiceDesk Plus on items such as:

Change
Problem
Request

For further technical details on how to install and use this adapter, please click the Technical Documentation tab.

Adapter for ServiceDesk Plus

Specific Adapter Information
Generic Adapter Information

Specific Adapter Information

Authentication

This document will go through the steps for authenticating the ServiceDesk Plus adapter with API Key authentication. Properly configuring the properties for an adapter in IAP is critical for getting the adapter online. You can read more about adapter authentication HERE.

Companies periodically change authentication methods to provide better security. As this happens this section should be updated and contributed/merge back into the adapter repository.

API Key Authentication

The ServiceDesk Plus adapter authenticates using an API Key.

STEPS

Ensure you have access to a ServiceDesk Plus server and that it is running
Follow the steps in the README.md to import the adapter into IAP if you have not already done so
Use the properties below for the properties.authentication field
```
"authentication": {
"auth_method": "static_token",
"token": "<your_token>",
"auth_field": "header.headers.TECHNICIAN_KEY",
"auth_field_format": "{token}",
"auth_logging": false
}
```
you can leave all of the other properties in the authentication section, they will not be used when the auth_method is static_token.
Restart the adapter. If your properties were set correctly, the adapter should go online.

Troubleshooting

Make sure you copied over the correct token.
Turn on debug level logs for the adapter in IAP Admin Essentials.
Turn on auth_logging for the adapter in IAP Admin Essentials (adapter properties).
Investigate the logs - in particular:
- The FULL REQUEST log to make sure the proper headers are being sent with the request.
- The FULL BODY log to make sure the payload is accurate.
- The CALL RETURN log to see what the other system is telling us.
Credentials should be masked by the adapter so make sure you verify token
Remember when you are done to turn auth_logging off as you do not want to log credentials.

Sample Properties

Sample Properties can be used to help you configure the adapter in the Itential Automation Platform. You will need to update connectivity information such as the host, port, protocol and credentials.

  "properties": {
    "host": "locaalhost",
    "port": 8080,
    "choosepath": "",
    "base_path": "",
    "version": "",
    "cache_location": "none",
    "encode_pathvars": true,
    "encode_queryvars": true,
    "save_metric": false,
    "stub": true,
    "protocol": "http",
    "authentication": {
      "auth_method": "static_token",
      "username": "username",
      "password": "password",
      "token": "<Technician Key>",
      "token_timeout": -1,
      "token_cache": "local",
      "invalid_token_error": 401,
      "auth_field": "header.headers.TECHNICIAN_KEY",
      "auth_field_format": "{token}",
      "auth_logging": false,
      "client_id": "",
      "client_secret": "",
      "grant_type": "",
      "sensitive": [],
      "sso": {
        "protocol": "",
        "host": "",
        "port": 0
      },
      "multiStepAuthCalls": [
        {
          "name": "",
          "requestFields": {},
          "responseFields": {},
          "successfullResponseCode": 200
        }
      ]
    },
    "healthcheck": {
      "type": "intermittent",
      "frequency": 300000,
      "query_object": {},
      "addlHeaders": {}
    },
    "throttle": {
      "throttle_enabled": false,
      "number_pronghorns": 1,
      "sync_async": "sync",
      "max_in_queue": 1000,
      "concurrent_max": 1,
      "expire_timeout": 0,
      "avg_runtime": 200,
      "priorities": [
        {
          "value": 0,
          "percent": 100
        }
      ]
    },
    "request": {
      "number_redirects": 0,
      "number_retries": 3,
      "limit_retry_error": 0,
      "failover_codes": [],
      "attempt_timeout": 5000,
      "global_request": {
        "payload": {},
        "uriOptions": {},
        "addlHeaders": {},
        "authData": {}
      },
      "healthcheck_on_timeout": true,
      "return_raw": false,
      "archiving": false,
      "return_request": false
    },
    "proxy": {
      "enabled": false,
      "host": "",
      "port": 1,
      "protocol": "http",
      "username": "",
      "password": ""
    },
    "ssl": {
      "ecdhCurve": "",
      "enabled": false,
      "accept_invalid_cert": false,
      "ca_file": "",
      "key_file": "",
      "cert_file": "",
      "secure_protocol": "",
      "ciphers": ""
    },
    "mongo": {
      "host": "",
      "port": 0,
      "database": "",
      "username": "",
      "password": "",
      "replSet": "",
      "db_ssl": {
        "enabled": false,
        "accept_invalid_cert": false,
        "ca_file": "",
        "key_file": "",
        "cert_file": ""
      }
    },
    "devicebroker": {
      "enabled": false,
      "getDevice": [
        {
          "path": "/not/mapped",
          "method": "GET",
          "query": {},
          "body": {},
          "headers": {},
          "handleFailure": "ignore",
          "requestFields": {
            "insample": "{port}"
          },
          "responseDatakey": "",
          "responseFields": {
            "name": "{this}{||}{that}",
            "ostype": "{osfield}",
            "ostypePrefix": "meraki-",
            "port": "{port}",
            "ipaddress": "{ip_addr}",
            "serial": "{serial}"
          }
        }
      ],
      "getDevicesFiltered": [
        {
          "path": "/not/mapped",
          "method": "GET",
          "pagination": {
            "offsetVar": "",
            "limitVar": "",
            "incrementBy": "limit",
            "requestLocation": "query"
          },
          "query": {},
          "body": {},
          "headers": {},
          "handleFailure": "ignore",
          "requestFields": {},
          "responseDatakey": "",
          "responseFields": {
            "name": "{this}{||}{that}",
            "ostype": "{osfield}",
            "ostypePrefix": "meraki-",
            "port": "{port}",
            "ipaddress": "{ip_addr}",
            "serial": "{serial}",
            "id": "{myid}"
          }
        }
      ],
      "isAlive": [
        {
          "path": "/not/mapped/{devID}",
          "method": "GET",
          "query": {},
          "body": {},
          "headers": {},
          "handleFailure": "ignore",
          "requestFields": {
            "devID": "{id}"
          },
          "responseDatakey": "",
          "responseFields": {
            "status": "return2xx",
            "statusValue": "AD.200"
          }
        }
      ],
      "getConfig": [
        {
          "path": "/not/mapped/{devID}",
          "method": "GET",
          "query": {},
          "body": {},
          "headers": {},
          "handleFailure": "ignore",
          "requestFields": {
            "devID": "{id}"
          },
          "responseDatakey": "",
          "responseFields": {}
        }
      ],
      "getCount": [
        {
          "path": "/not/mapped",
          "method": "GET",
          "query": {},
          "body": {},
          "headers": {},
          "handleFailure": "ignore",
          "requestFields": {},
          "responseDatakey": "",
          "responseFields": {}
        }
      ]
    },
    "cache": {
      "enabled": false,
      "entities": [
        {
          "entityType": "device",
          "frequency": 3600,
          "flushOnFail": false,
          "limit": 10000,
          "retryAttempts": 5,
          "sort": true,
          "populate": [
            {
              "path": "/not/mapped",
              "method": "GET",
              "pagination": {
                "offsetVar": "",
                "limitVar": "",
                "incrementBy": "limit",
                "requestLocation": "query"
              },
              "query": {},
              "body": {},
              "headers": {},
              "handleFailure": "ignore",
              "requestFields": {},
              "responseDatakey": "",
              "responseFields": {
                "name": "{this}{||}{that}",
                "ostype": "{osfield}",
                "ostypePrefix": "meraki-",
                "port": "{port}",
                "ipaddress": "{ip_addr}",
                "serial": "{serial}",
                "id": "{myid}"
              }
            }
          ],
          "cachedTasks": [
            {
              "name": "",
              "filterField": "",
              "filterLoc": ""
            }
          ]
        }
      ]
    }
  }

Filter

Sort By

Vendor

Product

Method

Category

Project Type

Adapter