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ServiceDesk Plus

Interact with ManageEngine ServiceDesk Plus

Actions10

Overview

This node integrates with ManageEngine ServiceDesk Plus to manage IT service tickets. It allows users to perform various ticket-related operations such as creating new tickets, updating existing ones, adding replies to conversations, retrieving ticket details, listing tickets, managing ticket conversations, and handling attachments.

A common use case is automating IT support workflows: for example, automatically creating a ticket when an issue is reported via another system, fetching ticket details for reporting, or adding replies to ongoing conversations programmatically.

Practical examples:

  • Automatically create a new support ticket when a user submits a form.
  • Retrieve detailed information about a specific ticket to display in a dashboard.
  • Add a reply to a ticket conversation to update the requester or internal team.
  • Upload or download attachments related to a ticket.

Properties

Name Meaning
Ticket ID The unique identifier of the ticket to operate on. Required for "Get Ticket" operation.

(Note: The provided input properties JSON only includes "Ticket ID" relevant for the "getTicket" operation.)

Output

The node outputs JSON objects representing the result of the requested operation. For the "Get Ticket" operation, the output JSON contains:

  • success (boolean): Indicates if the request was successful.
  • ticket (object): Detailed information about the retrieved ticket, including all its fields as returned by the ServiceDesk Plus API.

Example output structure for "Get Ticket":

{
  "success": true,
  "ticket": {
    "id": "12345",
    "subject": "Issue with laptop",
    "description": "The laptop does not start.",
    "status": { "name": "Open" },
    "priority": { "name": "Low" },
    "requester": { "email_id": "user@example.com" },
    ...
  }
}

If an error occurs, the output will contain:

  • success: false
  • error: Error message string describing the failure.

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.
  • Requires the axios library for HTTP requests.
  • For attachment upload/download operations, it uses Node.js modules like form-data, fs, and path.

Troubleshooting

  • Common issues:

    • Invalid or missing API authentication token will cause authorization errors.
    • Incorrect or non-existent Ticket ID will result in "not found" errors.
    • Network connectivity problems can cause request timeouts or failures.
    • File path errors during attachment upload/download if the specified file does not exist or is inaccessible.
    • SSL certificate issues might arise due to disabled certificate verification; consider enabling proper certificates if security is a concern.

  • Error messages:

    • Errors from the API are returned in the error field of the output JSON.
    • Typical messages include authentication failures, invalid parameters, or resource not found.
    • To resolve, verify credentials, ensure correct Ticket IDs, and check network access.

Links and References

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