ServiceDesk Plus

Interact with ManageEngine ServiceDesk Plus

Actions10

Overview

This node integrates with ManageEngine ServiceDesk Plus to manage ticket attachments and other ticket-related operations. Specifically, the "List Attachments" operation retrieves all file attachments associated with a specified ticket.

Common scenarios where this node is beneficial include:

Automating the retrieval of all attachments for a support ticket to process or archive them.
Integrating ticket attachment data into other systems or workflows.
Auditing or reporting on files attached to tickets.

Practical example:

A helpdesk automation workflow that lists all attachments for a given ticket ID to verify if required documents have been uploaded before proceeding with ticket resolution.

Properties

Name	Meaning
Ticket ID	The unique identifier of the ticket for which to list attachments. This property is required.

Output

The output JSON contains the following fields:

success: Boolean indicating whether the operation was successful.
ticketId: The ID of the ticket whose attachments were listed.
attachments: An array containing attachment objects associated with the ticket. Each object typically includes metadata about an attachment (e.g., ID, filename, description).
count: Number of attachments returned in the list.

Example output structure:

{
  "success": true,
  "ticketId": "12345",
  "attachments": [
    {
      "id": "att1",
      "fileName": "error_screenshot.png",
      "description": "Screenshot of error message"
      // ...other attachment metadata
    },
    {
      "id": "att2",
      "fileName": "log.txt",
      "description": "System logs"
    }
  ],
  "count": 2
}

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), which may be relevant depending on your environment.
Requires the axios HTTP client library and Node.js built-in modules like https.

Troubleshooting

Common issues:
- Invalid or missing ticket ID will cause the API call to fail.
- Network connectivity problems or incorrect base URL configuration can prevent communication with the ServiceDesk Plus server.
- SSL certificate errors might occur due to disabled certificate verification; ensure your environment allows this or configure certificates properly.
Error messages:
- Errors from the API are returned in the error field of the output JSON. These typically contain the error message string from the HTTP response or network layer.
- If you receive authentication errors, verify that the API key credential is correctly configured.
- For "not found" errors, confirm the ticket ID exists in ServiceDesk Plus.