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ServiceDesk Plus

Interact with ManageEngine ServiceDesk Plus

Actions10

Overview

This node integrates with ManageEngine ServiceDesk Plus to manage attachments related to service desk tickets. Specifically, the Delete Attachment operation allows users to delete an attachment from a specified ticket by providing the ticket ID and the attachment ID.

Common scenarios where this node is beneficial include:

  • Automating cleanup of outdated or incorrect attachments on tickets.
  • Managing storage by removing unnecessary files attached to tickets.
  • Integrating with workflows that require conditional removal of attachments based on ticket status or other criteria.

Practical example:

  • After processing an attachment (e.g., scanning or archiving), you can use this node to automatically delete the original file from the ticket to keep the ticket clean.

Properties

Name Meaning
Attachment ID ID of the attachment to download or delete

Note: For the Delete Attachment operation, the user must also provide the Ticket ID (named attachmentTicketId internally but not shown here due to instructions). This is required to specify which ticket the attachment belongs to.

Output

The output JSON for the Delete Attachment operation includes:

  • success: Boolean indicating if the deletion was successful.
  • ticketId: The ID of the ticket from which the attachment was deleted.
  • attachmentId: The ID of the deleted attachment.
  • message: A confirmation message, e.g., "Attachment deleted successfully".
  • In case of failure, an error field contains the error message.

Example output on success:

{
  "success": true,
  "ticketId": "12345",
  "attachmentId": "67890",
  "message": "Attachment deleted successfully"
}

Dependencies

  • Requires an API key credential for authenticating with the ManageEngine ServiceDesk Plus API.
  • Uses HTTPS requests to communicate with the ServiceDesk Plus server.
  • The node disables SSL certificate verification (rejectUnauthorized: false) in its HTTP agent, which may be relevant depending on your environment's security policies.

Troubleshooting

  • Common issues:

    • Invalid or missing attachment ID or ticket ID will cause errors.
    • Network connectivity problems or incorrect base URL configuration can prevent API calls.
    • Insufficient permissions on the API key may result in authorization errors when attempting to delete attachments.

  • Error messages:

    • Errors returned from the API are captured and included in the output under the error field.
    • Typical error messages might include "Attachment not found", "Unauthorized", or network-related errors.

  • Resolutions:

    • Verify that the attachment ID and ticket ID are correct and correspond to existing resources.
    • Ensure the API key has sufficient permissions to delete attachments.
    • Check network connectivity and the correctness of the ServiceDesk Plus base URL.
    • If SSL issues arise, consider configuring trusted certificates or adjusting the node's SSL settings carefully.

Links and References

Discussion