ServiceDesk Plus OD

Send ticket details to Squadcast from ServiceDesk Plus On-Demand

ServiceDesk Plus provides help desk agents and IT managers an integrated console to monitor and maintain the assets and IT requests generated from the users of the IT resources in an organization.

Route detailed ticket alerts from ServiceDesk Plus On-Demand to the right users in Squadcast.

How to integrate ServiceDesk Plus On-Demand with Squadcast

In Squadcast: Using ServiceDesk Plus On-Demand as an Alert Source

1. Navigate to Services -> Service Overview -> select or search for your Service. Expand the accordion -> In the Alert Sources section, click Add.

2. Select ServiceDesk Plus On-Demand. Copy the displayed Webhook URL to configure it within ServiceDesk Plus On-Demand. Finish by clicking Add Alert Source -> Done.

Important:

When an alert source turns Active, it’ll show up under Configured Alert Sources. You can either generate a test alert from the integration or wait for a real-time alert to be generated by the Alert Source.

An Alert Source is active if there is a recorded incident via that Alert Source for the Service.

In ServiceDesk Plus On-Demand: Create a Squadcast webhook alert

(1) In the app, go to Automations > Custom Action > Webhooks to create the webhook

(2) Click on New Webhook

(3) Fill in the form as shown below:

• Applies to: Requests

• Method: POST

• Headers: Content-Type = 'application/json'

• Choose Message Body as Type=JSON and Copy-paste the following JSON in the text box

{
   "ticket_number": "${id}",
   "message": "${subject}",
   "description": "${description}",
   "ticket_url": "https://sdpondemand.manageengine.in/app/itdesk/ui/requests/${id}/details",
   "technician_name": "${technician.name}",
   "technician_email": "${technician.email_id}",
   "priority": "${priority.name}",
   "status": "${status.name}",
   "requester_name": "${requester.name}",
   "requester_email": "${requester.email_id}",
   "requester_phone": "${requester.phone}",
   "ticket_created_time": "${created_time}",
   "ticket_due_by_time": "${due_by_time}",
   "source": "ServiceDesk Plus OnDemand"
}

To enable automatic incident creation in Squadcast when tickets are generated in SDP, follow these steps:

• Navigate to Automations > Triggers.

• Configure a Trigger, as illustrated in the screenshot below. You can include extra conditions as needed.

(4) Similarly, create an another Trigger as given in the below screenshot to send resolve alert to Squadcast:

Find more details on Trigger creation here

That is it, you are now good to go! Whenever a ticket is created, an incident will be created in Squadcast. When the ticket is either resolved or closed in ServiceDesk Plus On-Demand, the corresponding incident will automatically get resolved in Squadcast as well.

Note:

Please ensure you are not sending the < character or any HTML Tag within the ticket description that would come in the Description ticket variable. This will cause the content of the description to break and the entire information will not be displayed.

Have any questions? Ask the community.