ServiceDesk Plus

Interact with ManageEngine ServiceDesk Plus

Actions10

Overview

This node integrates with ManageEngine ServiceDesk Plus to manage IT service tickets. It supports creating new tickets, updating existing ones, adding replies, retrieving ticket details and conversations, managing attachments (upload, download, list, delete), and listing tickets with optional filters.

A common use case is automating IT support workflows: for example, automatically creating a ticket when an issue is detected by monitoring software, updating ticket status as progress is made, or adding replies from automated systems or agents. It can also be used to fetch ticket data for reporting or integration with other tools.

For the Create Ticket operation specifically, the node creates a new service request ticket with subject, description, requester email, and a service category classification.

Properties

Name	Meaning
Subject	The title or summary of the ticket to be created.
Description	Detailed explanation of the issue or request.
Requester Email	Email address of the person requesting the service or reporting the issue.
Service Category	Category code representing the type of service requested, e.g., "01. PC/Laptop", "02. Office Application", etc. This categorization helps route and classify the ticket appropriately.

Output

The output JSON structure for the Create Ticket operation includes:

success: Boolean indicating if the ticket creation was successful.
ticketId: The unique identifier of the newly created ticket if successful.
error: Error message string if the operation failed.

Example output on success:

{
  "success": true,
  "ticketId": "12345"
}

On failure:

{
  "success": false,
  "error": "Error message describing what went wrong"
}

No binary data is output by this operation.

Dependencies

Requires an API key credential for authenticating with the ManageEngine ServiceDesk Plus API.
Uses HTTPS requests to communicate with the ServiceDesk Plus server.
Node.js dependencies include axios for HTTP requests and https agent configured to ignore unauthorized SSL certificates.
For attachment operations (not relevant here), uses form-data, fs, and path modules.

Troubleshooting

Common issues:
- Invalid or missing API credentials will cause authentication failures.
- Incorrect base URL or network connectivity issues will prevent communication with the ServiceDesk Plus server.
- Missing required fields (subject, description, email, service category) will cause validation errors.
- Service category codes must match those recognized by the upstream AI classification or ServiceDesk Plus system.
Error messages:
- Errors returned from the API are captured and included in the output under the error field.
- Typical error messages might include HTTP errors like 401 Unauthorized, 404 Not Found (wrong endpoint), or 400 Bad Request (invalid input).
Resolution tips:
- Verify API credentials and permissions.
- Confirm the base URL is correct and accessible.
- Ensure all required properties are provided and valid.
- Check that the service category matches one of the predefined categories.