ServiceDesk Plus

Interact with ManageEngine ServiceDesk Plus

Actions10

Overview

This node integrates with ManageEngine ServiceDesk Plus to manage IT service tickets. It supports multiple operations such as creating, updating, replying to, retrieving, and listing tickets, as well as managing ticket conversations and attachments.

The List Tickets operation specifically allows users to retrieve a list of tickets from ServiceDesk Plus, optionally filtered by ticket status and limited in number. This is useful for monitoring open issues, tracking progress on ongoing requests, or generating reports on recent tickets.

Practical examples:

Fetch the latest 10 open tickets to display in a dashboard.
Retrieve all tickets regardless of status for audit purposes.
Limit the number of tickets returned to avoid overwhelming downstream processing.

Properties

Name	Meaning
Limit	Maximum number of tickets to return.
Status Filter	Filter tickets by their status. Options: All (no filter), Open, In Progress, Resolved, Closed.

Output

The output JSON object for the List Tickets operation contains:

success (boolean): Indicates if the API call was successful.
tickets (array): An array of ticket objects retrieved from ServiceDesk Plus. Each ticket includes details as provided by the API.
count (number): The number of tickets returned in this response.

Example output structure:

{
  "success": true,
  "tickets": [
    {
      "id": "12345",
      "subject": "Issue with laptop",
      "status": "Open",
      ...
    },
    ...
  ],
  "count": 10
}

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 ServiceDesk Plus API.
Uses HTTPS requests with axios library.
Disables SSL certificate verification (rejectUnauthorized: false) in HTTPS agent.
For attachment upload/download operations, requires Node.js modules form-data, fs, and path.
The base URL and authentication token must be configured in the node credentials.

Troubleshooting

Common issues:
- Invalid or missing API authentication token will cause authorization errors.
- Network connectivity problems or incorrect base URL will result in request failures.
- Providing invalid filter values or limits may cause API errors.
- File path errors during attachment upload/download if the file does not exist or is inaccessible.
Error messages:
- "Request failed with status code 401": Check that the API token is valid and has necessary permissions.
- "ENOTFOUND" or "ECONNREFUSED": Verify the base URL and network connectivity.
- "File not found" during upload/download: Confirm the file path is correct and accessible by n8n.
- Generic error messages are returned in the error field of the output JSON; review these for troubleshooting.