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    ManageEngine ServiceDesk Plus - Create Request
    • 26 Dec 2023
    • 6 Minutes to read
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    ManageEngine ServiceDesk Plus - Create Request

    • Updated on 26 Dec 2023
    • 6 Minutes to read
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    Article Summary

    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.

    See Creating Enforcement Sets to learn more about adding Enforcement Actions to Enforcement Sets.

    General Settings

    • Enforcement Set name (required) - The name of the Enforcement Set. A default value is added by Axonius. You can change the name according to your needs.
    • Add description - Click to add a description of the Enforcement Set. It is recommended to describe what the Enforcement Set does.
    • Run action on assets matching following query (required) - Select an asset category and a query. The Enforcement Action will be run on the assets that match the query parameters.
    • Action name (required) - The name of the Main action. A default value is added by Axonius. You can change the name according to your needs.
    • Configure Dynamic Values - Toggle on to enter a Dynamic Value statement. See Creating Enforcement Action Dynamic Value Statements to learn more about Dynamic Value statement syntax.

    • 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.

    • Request Title (default: Axonius-created Request) - Enter a name for the request.

    • Compute Node - 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.

    Connection Parameters

    If Use stored credentials from the Salesforce Adapter is disabled, these fields are required:

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

    • 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.

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

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

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

    Authentication Methods

    • Select an Authentication method:
      • oAuth 2.0 - Use for cloud deployment of ManageEngine ServiceDesk Plus (SDP). These fields are required when oAuth 2.0 is selected:
        • 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.
        • 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.
      • Basic Authentication - When selected, the Technician key token field is available. 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.

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

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

    • Status - Enter a status.

    • Priority - Enter a priority.

    • Category - Enter a category.

    • Gateway Name - Select the gateway through which to connect to perform the action.

    • Additional fields - Specify additional fields to be added as key/value pairs in a JSON format. For example: {"field1": "value1", "field2": "value2"}. If one of the specified fields is invalid, the request might fail.

    • Send CSV data - Select to attach a CSV with the asset data to the request.



    Additional CSV Settings

    1. Split by asset entities - Select to create a CSV file where each asset on a device is shown as a separate row. This separates each asset as the 'expand' option in the application. It separates each asset by its entity. For example, you will be able to know which values were fetched from each adapter connection.

      a. If supplied, each value on a device or user is shown as a separate row.
      b. If not supplied all values on a device are in the same cell on the CSV file.

    2. Export CSV delimiter to use for multi-value fields (default: Export CSV delimiter to use for multi-value fields field under the System Settings section in the GUI Settings) - Specify a delimiter to separate between values within the same field of an exported CSV file, otherwise the delimiter defined in Export CSV delimiter to use for multi-value fields is used.

    3. Maximum rows (default: 1048500) - Specify the maximum number of rows to be included in the CSV file. When you set a value here the generated CSV file will include the top x rows, based on the specified values. Otherwise, the generated CSV file will include the default maximum rows, set as 1048500.

    4. Include associated devices (only for Vulnerabilities and Software) - For Software and Vulnerabilities queries. Toggle on this option to include the associated devices with the preferred hostname as a predefined field for each software or vulnerability. When you create a CSV file with associated devices (for Vulnerabilities or Software), if the exported query results are larger than the value set under Maximum rows (or the default value of 1048500), an appropriate notice is displayed at the end of the CSV file.

    5. Device fields - This option is available for Software and Vulnerabilities. Select the device fields to add. By default Preferred Host Name is selected. Click add to select more fields. At least one field must be selected. Click the bin icon to remove a device field.

    APIs

    Axonius uses these APIs:

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

    For more details about other Enforcement Actions available, see Action Library.

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