How to send tickets to Service Desk Plus
Service Desk Plus is a platform that can help you track the resolution of various cases that affect your business. This article will show you how NetCrunch integrates with Service Desk Plus.
Pre-Requisites
The current implementation works only with on-premises Service Desk Plus integration.
The only requirement is to generate Technican_key that will be used to authenticate NetCrunch in SDP.
To generate Technician_key:
-
Navigate to Admin Technicians
-
To generate an API key for an existing technician, click the Edit icon next to Technician
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Click Generate link under the API key details block. Make sure that the
Enable login for this technicianoption is checked.
Copy the key and follow the next steps to create an integration profile in NetCrunch
Create an integration profile for SDP
To create an integration profile in NetCrunch:
- Click on MonitoringIntegration Profiles
- Select Service Desk plus tile (or click add in bottom left corner if any integration exists already)
- Fill an integration profile with data
- Save integration profile
The next step will show you how to create an alerting script and test if your configuration is correct.
Create an alerting script
When Integration Profile is ready, you can create an alerting script (or edit an existing one).
- Click MonitoringAlerting Escalation Script
- In the Alerting Scripts Window click Add Alerting Script
- Click Add and select Action to Run immediately
- Click Integrations tab and select Service Desk Plus
A new window will appear, where you need to fill requester form then you can use Test button to send test ticket. A small window with the test procedure will appear, and if everything is configured properly, the test should display
Result
As a result, NetCrunch can now create tickets when alerts are raised and close them - when the issue is resolved.
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