ServiceDesk Plus

Overview

This node integrates with ManageEngine ServiceDesk Plus to manage tickets and their attachments. Specifically, the "Download Attachment" operation allows users to download a file attached to a specific ticket. It can either save the downloaded file directly to a specified path on disk or return the file data encoded in base64 within the node's output.

Common scenarios for this node include:

• Automating retrieval of ticket attachments for further processing or archival.
• Integrating ServiceDesk Plus attachments into other workflows or systems.
• Downloading files from tickets without manual intervention.

For example, a user could automate downloading error logs attached to support tickets and then analyze them in another system.

Properties

Output

The node outputs JSON objects with the following structure depending on whether a download path was provided:

• If Download Path is specified:

  {
    "success": true,
    "ticketId": "<Ticket ID>",
    "attachmentId": "<Attachment ID>",
    "downloadPath": "<Path where file was saved>",
    "message": "File downloaded successfully"
  }
  

  This indicates the file was saved locally at the given path.

• If Download Path is not specified:

  {
    "success": true,
    "ticketId": "<Ticket ID>",
    "attachmentId": "<Attachment ID>",
    "fileData": "<Base64 encoded file content>",
    "message": "File data retrieved successfully"
  }
  

  The file content is returned as a base64 string in fileData.

• On failure, the output contains:

  {
    "success": false,
    "error": "<Error message>"
  }
  

Dependencies

• Requires an API key credential for authenticating with the ServiceDesk Plus API.
• Uses HTTPS requests to communicate with the ServiceDesk Plus server.
• For saving files locally, requires access to the file system where n8n runs.
• Node dependencies include:
  • axios for HTTP requests.
  • Node.js built-in fs module for file writing (when saving to disk).
  • Node.js built-in https module configured to ignore unauthorized SSL certificates.

Troubleshooting

• Common issues:

  • Invalid or missing ticket or attachment IDs will cause errors.
  • Incorrect or missing API authentication token will result in authorization failures.
  • Providing an invalid or inaccessible download path may cause file write errors.
  • Network connectivity issues to the ServiceDesk Plus server can cause request failures.

• Error messages:

  • "Request failed with status code 404": The ticket or attachment ID does not exist.
  • "Request failed with status code 401": Authentication failed; check API credentials.
  • File system errors when saving the file: Ensure the path exists and n8n has write permissions.
  • "self signed certificate" or SSL errors: The node disables strict SSL verification but network proxies or firewalls might interfere.

• Resolutions:

  • Verify ticket and attachment IDs are correct.
  • Confirm API credentials are valid and have necessary permissions.
  • Check that the download path is writable by the n8n process.
  • Ensure network connectivity and firewall rules allow access to the ServiceDesk Plus API endpoint.

Links and References

• ManageEngine ServiceDesk Plus API Documentation
• Axios HTTP Client
• Node.js fs module