ServiceDesk Plus

Interact with ManageEngine ServiceDesk Plus

Actions10

Overview

This node integrates with ManageEngine ServiceDesk Plus to manage IT service tickets and their related data. It supports various operations such as creating tickets, updating existing tickets, adding replies to ticket conversations, retrieving ticket details, listing tickets, managing attachments, and fetching ticket conversations.

The "Get Conversations" operation specifically retrieves all conversation messages associated with a given ticket ID. This is useful for tracking communication history on a ticket, reviewing responses from technicians or requesters, and auditing the progress of issue resolution.

Practical example:
A support team can use this node to automatically fetch all messages in a ticket conversation to display them in a custom dashboard or to trigger follow-up actions based on the conversation content.

Properties

Name	Meaning
Ticket ID	The unique identifier of the ticket whose conversations you want to retrieve. Required.

Output

The output JSON object for the "Get Conversations" operation contains:

success (boolean): Indicates if the API call was successful.
ticketId (string): The ID of the ticket for which conversations were retrieved.
conversations (array): A list of conversation objects/messages related to the ticket. Each conversation typically includes message details such as sender, timestamp, message content, and any metadata.

Example output structure:

{
  "success": true,
  "ticketId": "12345",
  "conversations": [
    {
      "id": "conv1",
      "description": "Initial request message",
      "is_public": true,
      "created_time": "2024-01-01T12:00:00Z",
      "author": { "name": "Requester Name", "email": "requester@example.com" }
    },
    {
      "id": "conv2",
      "description": "Technician reply",
      "is_public": true,
      "created_time": "2024-01-02T08:30:00Z",
      "author": { "name": "Tech Support", "email": "tech@example.com" }
    }
  ]
}

Dependencies

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

Troubleshooting

Common issues:
- Invalid or missing API credentials will cause authentication failures.
- Providing an incorrect or non-existent Ticket ID will result in errors or empty conversation lists.
- Network connectivity problems or incorrect base URL configuration can prevent successful API calls.
Error messages:
- Errors returned by the API are captured and included in the output under the error field.
- Typical error messages include authentication failures, resource not found, or permission denied.
Resolutions:
- Verify that the API key credential is correctly configured and has sufficient permissions.
- Confirm the Ticket ID exists and is accessible by the authenticated user.
- Check network access and ensure the base URL is correct and reachable.
- If using self-signed certificates, consider the implications of disabled SSL verification.