Integrating OpManager Plus with ServiceDesk Plus Cloud

Using ServiceDesk Plus Cloud, users can automatically log the alerts from OpManager Plus as requests to ServiceDesk Plus Cloud. This helps them track their issues, and resolve them at the earliest. To configure the OpManager Plus - ServiceDesk Plus Cloud integration, kindly carry out the following steps.

1. Generating a grant token and validating it
2. Configuring ServiceDesk Plus Cloud configuration details in OpManager Plus
3. Configuring Notification profile

1. Generating a grant token and validating it

• Navigate to "Settings -> General Settings -> Third Party integrations".
• In the Third Party Integrations page, click on the "Configure" option at the bottom right corner of the ServiceDesk Plus Cloud section.
• Now, click on the "Get Grant Token from the ServiceDesk Plus Cloud" option.
• You will now be redirected to a link where you must sign in using your ServiceDesk Plus Cloud mail address, that was used for configuring ServiceDesk Plus Cloud.
• Go through the permissions needed, and click on "Accept" to sign in.
• Once signed in, users can copy the Grant Token and then paste it under the "Grant Token" option in the previous page, and then click on the "Validate" button.
• Users must select the ServiceDesk Plus Cloud's data centers from the list of data centers provided (United States, Europe, China, Australia, and India). Your OpManager Plus service will be integrated with the ServiceDesk Plus Cloud operating out of the chosen data center.
• After reading and accepting the License agreement of ServiceDesk Plus, check the consent box, and click on "Validate"
• The token has now been validated successfully. However, the token validity is only for two minutes. Let's now configure the integration details without further delay.

2. Configuring ServiceDesk Plus Cloud configuration details in OpManager Plus

Kindly configure the following details.

• Select a portal: Kindly select a portal from the drop-down list.
• Ticket Settings: If an alert re-occurs, this setting will allow you to re-open an existing ticket, that was already created in ServiceDesk Plus Cloud for the same alert. Or else, users can create a new one.
• CMDB Settings: This setting allows you to sync the devices from OpManager Plus to ServiceDesk Plus Cloud, thereby helping you have a better view of the device relationships. Know more about the CIs that will be synced from OpManager Plus to ServiceDesk Plus Cloud.
  • Sync Devices To SDP Cloud: Enabling this option will allow you to sync all the devices from OpManager Plus to ServiceDesk Plus Cloud. Learn More.
  • Sync newly discovered devices in the future: Enabling this option will allow you to sync the newly discovered devices in OpManager Plus,automatically to ServiceDesk Plus Cloud.
  • Sync device relationships to ServiceDesk Plus Cloud: Enabling this will allow you to sync all Layer2 relationships from OpManager Plus to ServiceDesk Plus Cloud. Kindly note that the relationships can be synced, only if the assets have been synced in the first place. Learn More.
  
• Click on "Save".

3. Configuring Notification profile

It is mandatory to configure notification profiles, to push alerts from OpManager Plus to ServiceDesk Plus Cloud.

To configure a relevant notification profile for ServiceDesk Plus Cloud and associate it with the respective alerts, kindly carry out the following steps:

• Go to "Settings -> Notifications -> Add Profile".
• Now, click on the "Log a Ticket" option.
• Now, select the "ServiceDesk Plus Cloud" tab in the left side.
• Fill the necessary fields, along with the alert priority, the concerned technician to whom the alerts must be assigned, the issue details and description, etc., and click on "Next".

Syncing OpManager Plus devices and their relationships to ServiceDesk Plus Cloud CMDB

a. Syncing OpManager Plus devices to ServiceDesk Plus Cloud as CIs

The devices present in OpManager Plus inventory are constantly synced with ServiceDesk Plus Cloud. These are the categories under which the devices are synced from OpManager Plus to ServiceDesk Plus Cloud.

• Workstation
• Router
• Switch
• Domain Controller
• Server
• Load Balancer
• Firewall
• Printer
• FCSwitch
• PDU
• Storage
• RAID
• Tape library
• UCS
• UPS
• WAN Accelerator
• HyperV hosts
• Nutanix clusters and servers
• vCenter
• VMWare, HyperV, Nutanix, and Xen VMs

Know more about the fields that are synced into each category for ServiceDesk Plus Cloud.

b. Relationship sync

One of the major advantages of integrating OpManager Plus with ServiceDesk Plus Cloud is that, users can now sync the devices along with their relationships, from OpManager Plus to ServiceDesk Plus Cloud. Once OpManager Plus is integrated with ServiceDesk Plus Cloud, all the layer2 maps from OpManager Plus, will be synced to the CMDB in ServiceDesk Plus Cloud. The device relationships can be synced by enabling the "Sync devices to SDP cloud" option, and then subsequently enabling the "Sync device relationships to ServiceDesk Plus Cloud" toggle button, while configuring the CMDB settings.

Following is how the layer2 map will look from OpManager Plus.

Now, here's how the corresponding CMDB will look like in ServiceDesk Plus Cloud console.

OpManager Plus is now successfully integrated with ServiceDesk Plus Cloud.