Part 1 – Configure Integration in AlertOps 

Service Desk Plus On Demand (SDPOD) Outbound Integration

Outbound scenario:

1. When an alert is created in Alertops, a request is created in SDPOD.
2. When an alert is assigned in Alertops, the request in SDPOD is also assigned.
3. When an alert is closed in Alertops, the request is closed in SDPOD.

Add a Web API integration

From the Inbound Integrations list click Add Web API Integration.

Select your integration

Scroll through the list of templates and select your Integration.

Complete the setup

Select the Escalation Rule, add a Recipient and click Save Changes.

Your integration is now ready to be used.

Copy the URL

Copy the URL to be used as the end point in your source web hook.

Consult the Integrations help document for details about specific integrations.

Your integration is now ready to be used.

Test the integration

Click Test URL to send a test message to AlertOps. After the message has been processed, click the Check Message Here link.

Part 2 – Configure the Source side of the Integration

From Service Desk Plus On Demand (SDPOD) click Administration and select Outbound Services. Then click Add Service.

Add method for “Add Request”

 Method Name: Add Request
 Service Type: REST
 Template Type: ServiceDeskPlus
URI: https://sdpondemand.manageengine.com/api/json/request
Content Type: FORM_URLENCODED
Web Method: POST
Response Data Type: JSON
Response Action: Enable Update Alert Fields

Content DataNote: Topic is mapped to Group in Alertops scope=sdpodapi
 &authtoken=xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
 &OPERATION_NAME=ADD_REQUEST
 &INPUT_DATA=
 {
   "operation": {
      "Details": {
         "SUBJECT": "MessageThread.Description",
         "REQUESTTEMPLATE": "Default Request",
         "PRIORITY": "High",
         "LEVEL": "Tier 1",
         "IMPACT": "Affects Network",
         "URGENCY": "High",
         "DESCRIPTION": "Message.MessageText",      
         "GROUP": "MessageThread.Topic",
         "UDF_CHAR1": "Test",
         "UDF_LONG1": "1001",
         "UDF_DATE1": "90080098767654",
       }
   }
 }

Response Data {
  "operation": {
    "result": {
      "status": "Success",
      "message": "Request added successfully"
    },
    "Details": {
      "WORKORDERID": "MessageThread.SourceIdentifier",
      "GROUP": "MessageThread.SourceName"
    }
  }
 }
Add method for “Edit Request”

 Method Name: Edit Request
 Service Type: REST
 Template Type: ServiceDeskPlus
URI: https://sdpondemand.manageengine.com/api/json/request/[MessageThread.SourceIdentifier]
 Content Type: FORM_URLENCODED
 Web Method: POST
 Response Data Type: JSON
 Response Action: Not Enabled
Content Data scope=sdpodapi
 &authtoken=xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
 &OPERATION_NAME=EDIT_REQUEST
 &INPUT_DATA=
 {
   "operation": {
      "Details": {
        "TECHNICIAN": "MessageThread.OwnerName",
       }
   }
 }
Add method for “Close Request”

 Method Name: Close Request
 Service Type: REST
 Template Type: ServiceDeskPlus
URI: https://sdpondemand.manageengine.com/api/json/request/[MessageThread.SourceIdentifier]
 Content Type: FORM_URLENCODED
 Web Method: POST
 Response Data Type: JSON
 Response Action: Not Enabled
 scope=sdpodapi
 &authtoken=xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
 &OPERATION_NAME=CLOSE_REQUEST
 &INPUT_DATA=
 {
   "operation": {
      "Details": {
        "CLOSEACCEPTED": "YES",
         "CLOSECOMMENT": "MessageThread.Resolution",
       }
   }
 }
Creating and configuring Escalation Rules, Workflows to trigger the outbound methods.Create Escalation Rule “ServiceDeskPlus” for “Add Request” method

Add and edit “Member Roles” and “Services”

Create Escalation Rule “ServiceDesk Plus assign technician” for “Edit Request” method

Add and edit “Services”

Create and edit workflow “ServiceDeskPlus assign technician” to trigger “Edit Request” method

Create Escalation Rule “ServiceDesk Plus close request” for “Close Request” method

Add and edit “Services”

Create and edit workflow “ServiceDeskPlus request closed” to trigger “Close Request” method

Attach workflows to Escalation Rule “ServiceDeskPlus”

The Alert flowSend an alert in Alertops using Escalation Rule “ServiceDeskPlus”

A request is created in SDPOD

Alert detail in Alertops

Assign the Alert in Alertops

Assignment in SDPOD

Close the Alert in Alertops

Request closed in SDPOD

Outbound Integration Create new Outbound Service.

Add method for “Add Request”

 Method Name: Add Request
 Service Type: REST
 Template Type: ServiceDeskPlus
URI: https://sdpondemand.manageengine.com/api/json/request
 Content Type: FORM_URLENCODED
 Web Method: POST
 Response Data Type: JSON
 Response Action: Enable Update Alert Fields

Content DataNote: Topic is mapped to Group in Alertops scope=sdpodapi
 &authtoken=xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
 &OPERATION_NAME=ADD_REQUEST
 &INPUT_DATA=
 {
   "operation": {
      "Details": {
         "SUBJECT": "MessageThread.Description",
         "REQUESTTEMPLATE": "Default Request",
         "PRIORITY": "High",
         "LEVEL": "Tier 1",
         "IMPACT": "Affects Network",
         "URGENCY": "High",
         "DESCRIPTION": "Message.MessageText",      
         "GROUP": "MessageThread.Topic",
         "UDF_CHAR1": "Test",
         "UDF_LONG1": "1001",
         "UDF_DATE1": "90080098767654",
       }
   }
 }

Response Data {
  "operation": {
    "result": {
      "status": "Success",
      "message": "Request added successfully"
    },
    "Details": {
      "WORKORDERID": "MessageThread.SourceIdentifier",
      "GROUP": "MessageThread.SourceName"
    }
  }
 }
Add method for “Edit Request”

 Method Name: Edit Request
 Service Type: REST
 Template Type: ServiceDeskPlus
URI: https://sdpondemand.manageengine.com/api/json/request/[MessageThread.SourceIdentifier]
 Content Type: FORM_URLENCODED
 Web Method: POST
 Response Data Type: JSON
 Response Action: Not Enabled
Content Data scope=sdpodapi
 &authtoken=xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
 &OPERATION_NAME=EDIT_REQUEST
 &INPUT_DATA=
 {
   "operation": {
      "Details": {
        "TECHNICIAN": "MessageThread.OwnerName",
       }
   }
 }
Add method for “Close Request”

 Method Name: Close Request
 Service Type: REST
 Template Type: ServiceDeskPlus
URI: https://sdpondemand.manageengine.com/api/json/request/[MessageThread.SourceIdentifier]
 Content Type: FORM_URLENCODED
 Web Method: POST
 Response Data Type: JSON
 Response Action: Not Enabled
 scope=sdpodapi
 &authtoken=xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
 &OPERATION_NAME=CLOSE_REQUEST
 &INPUT_DATA=
 {
   "operation": {
      "Details": {
        "CLOSEACCEPTED": "YES",
         "CLOSECOMMENT": "MessageThread.Resolution",
       }
   }
 }
Creating and configuring Escalation Rules, Workflows to trigger the outbound methods.

Create Escalation Rule “ServiceDeskPlus” for “Add Request” method

Add and edit “Member Roles” and “Services”

Create Escalation Rule “ServiceDesk Plus assign technician” for “Edit Request” method

Add and edit “Services”

Create and edit workflow “ServiceDeskPlus assign technician” to trigger “Edit Request” method

Create Escalation Rule “ServiceDesk Plus close request” for “Close Request” method

Add and edit “Services”

Create and edit workflow “ServiceDeskPlus request closed” to trigger “Close Request” method

Attach workflows to Escalation Rule “ServiceDeskPlus”

The Alert flowSend an alert in Alertops using Escalation Rule “ServiceDeskPlus”

A request is created in SDPOD

Alert detail in Alertops

Assign the Alert in Alertops

Assignment in SDPOD

Close the Alert in Alertops

Request closed in SDPOD