ManageEngine ServiceDesk Plus is a popular IT management software that provides great visibility and central control over issues to ensure no downtime operations. It offers efficient workflows following ITSM best practices, extensive reporting, and smart automation features.

CloudMonix provides a convenient integration for organizations using on-premise or cloud versions of ManageEngine ServiceDesk Plus, that creates or resolves ManageEngine service requests when CloudMonix raises/resolves alerts or executes actions. Users can control which events from CloudMonix are sent to ManageEngine based on the resource, category, alert severity, etc.

In this article, we’ll discuss how to configure integrations between CloudMonix and ManageEngine:

  • Step 1 – Generate a new API key in the ManageEngine
  • Step 2 – Set up ManageEngine integration definition in CloudMonix
  • Step 3 – Specify what notifications should be sent to ManageEngine

Step 1 –  Generate a new API key in ManageEngine

There’s a difference in how the API key is generated between on-premise and cloud versions of ManageEngine.

If you’re using the cloud version, navigate to the following URL. That will invoke a method generating a new API token, which will be displayed as a response. Copy the AUTHTOKEN value for future use in CloudMonix.

If you’re using the on-premise version, navigate to the Account of a technician that will be used for integration (you may want to create a new Account specifically for this purpose). Click the “Generate” button in the “API key details” section and copy the generated key.

Step 2 –  Set up ManageEngine integration definition in CloudMonix

In CloudMonix portal, navigate to Integrations screen under Account Information section and click on the appropriate ManageEngine icon.

Provide the ManageEngine AuthToken/API key that you generated in the previous step (1).  

Requester name (3) is a fixed value that will be used in all requests sent to ManageEngine by CloudMonix, specify a value that will allow you to recognize the source of a given service request.

Severity mappings (4) specify what ManageEngine request severity level will be used, depending on CloudMonix alert level for a particular notification. You can customize default mappings if necessary.

Statuses mappings (5) specify how CloudMonix should map alert on and off notifications to ManageEngine request statuses. You can customize default mappings if necessary.

You can verify that the setup is correct by clicking the “Test” button (2).

Step 3 – Specify what notifications should be sent to ManageEngine

In the Notification Management screen, you can define which alerts should be sent to ManageEngine based on severity. It’s also possible to instruct CloudMonix to not send certain notifications, e.g. when an action is requested or executed.  This step is required to activate the integration.

See this article for detailed instructions.

In a similar way, you can configure integration between CloudMonix and other tools often used by IT organizations, like HipChat, PagerDuty, Zendesk, and more. See the full list here.