ManageEngine ServiceDesk Plus - Create Request

ManageEngine ServiceDesk Plus - Create Request creates a ManageEngine ServiceDesk Plus request for:

• Assets that match the results of the selected saved query, and match the Enforcement Action Conditions, if defined or assets selected on the relevant asset page.

General Settings

• Use stored credentials from ManageEngine ServiceDesk Plus adapter - Select this option to use ManageEngine ServiceDesk Plus (SDP) connected adapter credentials. When you select this option, the Select Adapter Connection drop-down is available, and you can choose which adapter connection to use for this Enforcement Action.

  Note:

  To use this option, you must successfully configure a ManageEngine ServiceDesk Plus (SDP) adapter connection.

Required Fields

These fields are required to run the Enforcement Action.

1. Request Title (default: Axonius-created Request) - Enter a name for the request.
2. Instance Name - The Axonius node to use when connecting to the specified host. For more details, see Connecting Additional Axonius Nodes.

Additional Fields

These fields are optional.

1. Host Name or IP Address - The hostname or IP address of the Manage Engine ServiceDesk Plus server that Axonius can communicate with.

Authentication Methods

Select Authentication method, either oAuth 2.0 or Basic Authentication

1. Select Authentication method either oAuth 2.0 or Basic Authentication.
   Basic Authentication:

   1. Technician key token (required) - Use for on-prem deployment of ManageEngine ServiceDesk Plus (SDP). An API Key associated with a user account that has the Required Permissions to fetch assets.
      To obtain a technician key token, see Generate a Technician Key Token.

oAuth 2.0

• Use for cloud deployment of ManageEngine ServiceDesk Plus (SDP).

  a. OAuth Client ID, OAuth Client Secret and OAuth Refresh Token - parameters for OAuth authentication, used in the cloud version of ManageEngine ServiceDesk Plus. Refer to Configuring OAuth Authentication for information on how to generate them.
  b. OAuth Zoho Accounts URL - Select the account URL, or add your own. Refer to Refresh Access Tokens for information on how to obtain the account URL.

2. Verify SSL - Select whether to verify the SSL certificate of the server against the CA database inside of Axonius. For more details, see SSL Trust & CA Settings.

3. HTTPS proxy - Connect the adapter to a proxy instead of directly connecting it to the domain.

4. HTTPS proxy User Name - The user name to use when connecting to the server using the  HTTPS Proxy.

5. HTTPS Proxy Password - The password to use when connecting to the server using the  HTTPS Proxy.

6. Description (default: Axonius-created request) - Enter a description of the request.

7. Requester E-mail - Enter the email address of the requester.

8. Status - Enter a status.

9. Priority - Enter a priority.

10. Category - Enter a category.

11. Tunnel Name - For Axonius-hosted (SaaS) deployments. Select the tunnel through which to connect to perform the action.

APIs

Axonius uses these APIs:

• ManageEngine ServiceDesk Plus Cloud API V3 Documentation
• ManageEngine ServiceDesk Plus

Permissions

The following permissions are required:

Configuring OAuth Authentication

This adapter supports OAuth Authentication

Generating the OAuth Client ID, OAuth Client Secret and OAuth Refresh Token

To use OAuth Authentication you need to generate the OAuth Client ID, OAuth Client Secret and OAuth Refresh Token. To generate them:

1. Go to the Zoho API Console: https://api-console.zoho.com/

2. Click 'Add client', choose 'Self Client' and click 'Create' (if a popup asks you to confirm, click “OK“).

3. On the API Console main page, click on the 'Self Client' application

4. In the tab 'Generate Code', enter the following details, and click 'Create':

   • Scope:
     • "SDPOnDemand.assets.READ,SDPOnDemand.requests.CREATE"
     • Time Duration: “10 minutes”
     • Scope Description: free text (could be anything)

5. A popup “Generated Code“ opens, click copy, and paste the code in a temporary file.

6. In the tab “Client Secret“, copy “Client ID“ and “Client Secret“ to a temporary file

7. Enter the values you’ve copied to the following command on a linux machine (or Windows with curl):

curl -X POST "https://accounts.zoho.com/oauth/v2/token?grant_type=authorization_code&code=<code>&client_id=<client_id>&client_secret=<client_secret>"

8. From the response of the command, copy the value of “refresh_token“, and save it to a temporary file.
9. Copy the OAuth Client ID, OAuth Client Secret, OAuth Refresh Token to the appropriate places in the Configuration dialog.