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Manage Engine Service Desk Plus

1.0.0
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About the connector

ServiceDesk Plus is an IT support ticketing system for small and mid-sized businesses from ManageEngine.ServiceDesk Plus handles tickets and assets and helps structure and discipline your IT department.

This document provides information about the Manage Engine Service Desk Plus connector, which facilitates automated interactions, with a Manage Engine Service Desk Plus server using FortiSOAR™ playbooks. Add the Manage Engine Service Desk Plus connector as a step in FortiSOAR™ playbooks and perform automated operations, such as creating a ticket request in Service Desk Plus, updating a ticket in Service Desk Plus, or retrieving information about a ticket request from Service Desk Plus.

Version information

Connector Version: 1.0.0

FortiSOAR™ Version Tested on: 4.11.0-1161

Authored By: Fortinet

Certified: Yes

Installing the connector

All connectors provided by FortiSOAR™ are delivered using a FortiSOAR™ repository. Therefore, you must set up your FortiSOAR™ repository and use the yum command to install connectors:

yum install cyops-connector-manage-engine-service-desk-plus

For the detailed procedure to install a connector, click here

Prerequisites to configuring the connector

  • You must have the URL of Manage Engine Service Desk Plus server to which you will connect and perform automated operations.
  • You must have API key that is configured for your account to access the Manage Engine Service Desk Plus endpoint.
  • To access the FortiSOAR™ UI, ensure that port 443 is open through the firewall for the FortiSOAR™ instance.

Configuring the connector

For the procedure to configure a connector, click here

Configuration parameters

In FortiSOAR™ , on the connectors page, select the Manage Engine Service Desk Plus connector, and click Configure to configure the following parameters:

Parameter Description
Server URL URL of the Manage Engine Service Desk Plus server to which you will connect and perform the automated operations.
API Key API key that is configured for your account to access the Manage Engine Service Desk Plus endpoint.
Verify SSL Specifies whether the SSL certificate for the server is to be verified or not.
By default, this option is set as True.

Configuring activities to be forwarded to FortiSOAR™ from Manage Engine Service Desk Plus

To configure activities to be forwarded to FortiSOAR™ from Manage Engine Service Desk Plus, you must do the following:

  1. Configure an action rule in the Custom Triggers section on the Manage Engine server where the Manage Engine Service Desk Plus connector connects, so that configured activities are forwarded from Manage Engine Service Desk Plus to FortiSOAR™ . The Manage Engine Trigger pushes configured activities to FortiSOAR™ .  
    For more information on Custom Triggers, see https://help.servicedeskplus.com/configurations/helpdesk/custom-triggers.html.
  2. Configure the FortiSOAR™ forwarder script. The FortiSOAR™ forwarder script is built to forward configured activities from Manage Engine Service Desk Plus to FortiSOAR™ . The FortiSOAR™ forwarder script (cyops_forwarding.py) is bundled with the connector and located at: /opt/cyops-integrations/integrations/connectors/manage-engine-service-desk-plus_1_0_0/cyops_forwarding.py on your FortiSOAR™ server.

The procedure of how to configure the above two steps follows:

  1. Open the Manage Engine server where you have connected the Manage Engine Service Desk Plus connector.
  2. To add a custom trigger, click Admin > Helpdesk Customizer > Custom Triggers > Add New Action.
  3. In the Configuration Wizard, add the configuration and details necessary for the new action rule as shown in the following image:
  4. On the host where you want to install the script (the cyops_forwarding.py script), perform the following steps:
    1. Install Python.  
      You must install Python version 3 or later.
    2. On the Host machine, ensure that you can run the forwarder script from anywhere. For this purpose set the python path in the Environment Variable as follows:  
      Open Control Panel > System and Security > System > Advanced system settings > Advanced > Environment Variables > System variables. Click New in the System variables section, and in the New System Variable dialog, in the Variable name field, type <Variable Name> and in the Variable value field, type <Python Installation Path>.
      For example:  %SystemRoot%\system32;%SystemRoot%;%SystemRoot%\System32\Wbem;%SYSTEMROOT%\System32\WindowsPowerShell\v1.0\;C:\Python34\
    3. From the connector bundle, copy the cyops_forwarding.py script to the host machine at location [SDP_Home]/integration/custom_scripts.
      Update the cyops_forwarding.py to point to your FortiSOAR™ instance.
      Edit the following lines in cyops_forwarding.py:  
      host_uri = '<CyOPs IP Address>'
      full_uri = 'https://' + host_uri + '/api/triggers/1/ManageEngine' 
      Add the keys directory in the same location and copy the FortiSOAR™ appliance keys from the FortiSOAR™ machine location /opt/cyops-workflow/sealab/.envdir into the keys directory.

After you complete the above procedure, whenever the Manage Engine tickets get updated based on criteria you have specified in the Action rule, the Update Cyops Record API trigger playbook gets triggered, which in turn updates the corresponding FortiSOAR™ incidents.

Actions supported by the connector

The following automated operations can be included in playbooks, and you can also use the annotations to access operations from FortiSOAR™ release 4.10.0 and onwards:

Function Description Annotation and Category
Create Ticket Creates a ticket in Service Desk Plus based on the requester name and subject and other input parameters you have specified. create_record
Investigation
Add Resolution Adds a resolution to an existing ticket in Service Desk Plus based on the Ticket Request ID you have specified. add_resolution
Investigation
Add Note Adds a note to an existing ticket in Service Desk Plus based on the Ticket Request ID you have specified. You can choose whether the note will be a private note or a public note (visible to all). add_note
Investigation
Get Ticket Details Retrieves details for a specific ticket from Service Desk Plus based on the Ticket Request ID you have specified. get_record
Investigation
Get All Requesters Retrieves information of all requesters from Service Desk Plus. get_all_requester
Investigation
Get All Open Tickets Retrieves information of all open ticket from Service Desk Plus. get_all_open_requests
Investigation
Update Ticket Updates a ticket in Service Desk Plus based on the Ticket Request ID and other input parameters you have specified. update_record
Investigation
Close Ticket Closes a ticket in Service Desk Plus based on the Ticket Request ID you have specified. close_record
Investigation
Delete Ticket Deletes a ticket from Service Desk Plus based on the Ticket Request ID you have specified. delete_request
Investigation

operation: Create Ticket

Input parameters

Parameter Description
Requester Name Name if the requester who is requesting to create a ticket in Service Desk Plus.
Subject Subject of the ticket request that you want to create in Service Desk Plus.
Request Type (Optional) Type of the ticket request that you want to create in Service Desk Plus.
Request type can be Incident, Request For Information, etc.
Description (Optional) Description of the ticket request that you want to create in Service Desk Plus.
Status (Optional) Status of the ticket request that you want to create in Service Desk Plus.
Status can be Closed, On Hold, Open, Resolved, etc.
Priority (Optional) Priority of the ticket request that you want to create in Service Desk Plus.
Priority can be High, Low, Medium, Normal, etc
Urgency (Optional) Urgency of the ticket request that you want to create in Service Desk Plus.
Urgency can be High, Low, Normal, Urgent, etc.
Group (Optional) Group of the ticket request that you want to create in Service Desk Plus.
Group can be Hardware Problems, Network, Printer Problems, etc
Other Fields (Optional) You can add custom fields, in the JSON format, to the ticket request that you want to create in Service Desk Plus.
For example, {"Severity": "Low"}

Output

The output contains the following populated JSON schema:
{
     "API": {
         "@version": "",
         "response": {
             "operation": {
                 "@name": "",
                 "result": {
                     "statuscode": "",
                     "status": "",
                     "message": ""
                 },
                 "Details": [
                     {
                         "workorderid": ""
                     },
                     {
                         "parameter": {
                             "name": "",
                             "value": ""
                         }
                     }
                 ]
             }
         }
     }
}

operation: Add Resolution

Input parameters

Parameter Description
Ticket Request ID ID of the ticket request to which you want to add the resolution in Service Desk Plus.
Resolution Resolution that you want to add in the specified ticket in Service Desk Plus.

Output

The output contains the following populated JSON schema:
{
     "operation": {
         "@name": "",
         "result": {
             "statuscode": "",
             "status": "",
             "message": ""
         }
     }
}

operation: Add Note

Input parameters

Parameter Description
Ticket Request ID ID of the ticket request to which you want to add the resolution in Service Desk Plus.
Note Public Select this textbox, i.e., set it to True, to make the note visible to all in Service Desk Plus.  
By default, this is set as False, i.e., it is set as a private note.
Note Note text that you want to add in the specified ticket in Service Desk Plus.

Output

The output contains the following populated JSON schema:
{
     "API": {
         "@version": "",
         "response": {
             "operation": {
                 "@name": "",
                 "result": {
                     "message": "",
                     "status": "",
                     "statuscode": ""
                 }
             }
         }
     }
}

operation: Get Ticket Details

Input parameters

Parameter Description
Ticket Request ID ID of the ticket request for which you want to retrieve details from Service Desk Plus.

Output

The output contains the following populated JSON schema:
{
     "API": {
         "@version": "",
         "response": {
             "operation": {
                 "@name": "",
                 "result": {
                     "message": "",
                     "status": "",
                     "statuscode": ""
                 },
                 "Details": {
                     "parameter": [
                         {
                             "name": "",
                             "value": ""
                         }
                     ],
                     "Notes": {
                         "@URI": ""
                     },
                     "Worklogs": {
                         "@URI": ""
                     }
                 }
             }
         }
     }
}

operation: Get All Requesters

Input parameters

None.

Output

The output contains the following populated JSON schema:

{
        "API": {
          "@version": "",
          "response": {
            "operation": {
              "@name": "",
              "result": {
                "statuscode": "",
                "status": "",
                "message": ""
              },
              "Details": {
                "record": [
                  {
                    "@URI": "",
                    "parameter": [
                      {
                        "value": "",
                        "name": ""
                      }
                    ]
                  }
                ],
                "@type": ""
              }
            }
          }
        }
      }

operation: Get All Open Tickets

Input parameters

Parameter Description
Starts From (Optional) Starting index from which you want to retrieve all open tickets from Service Desk Plus.
Limit (Optional) Index till which you want to retrieve all open tickets from Service Desk Plus.

Output

The output contains the following populated JSON schema:
{
     "API": {
         "@version": "",
         "response": {
             "operation": {
                 "@name": "",
                 "Details": {
                     "record": [
                         {
                             "parameter": [
                                 {
                                     "name": "",
                                     "value": ""
                                 }
                             ],
                             "@URI": ""
                         }
                     ],
                     "@type": ""
                 },
                 "result": {
                     "statuscode": "",
                     "status": "",
                     "message": ""
                 }
             }
         }
     }
}

operation: Update Ticket

Input parameters

Parameter Description
Ticket Request ID ID of the ticket that you want to update on Service Desk Plus.
Subject (Optional) Subject of the ticket that you want to update in Service Desk Plus.
Request Type (Optional) Type of the ticket that you want to update in Service Desk Plus.
Request type can be Incident, Request For Information, etc.
Description (Optional) Description of the ticket that you want to update in Service Desk Plus.
Status (Optional) Status of the ticket that you want to update in Service Desk Plus.
Status can be Closed, On Hold, Open, Resolved, etc.
Priority (Optional) Priority of the ticket that you want to update in Service Desk Plus.
Priority can be High, Low, Medium, Normal, etc
Urgency (Optional) Urgency of the ticket that you want to update in Service Desk Plus.
Urgency can be High, Low, Normal, Urgent, etc.
Group (Optional) Group of the ticket that you want to update in Service Desk Plus.
Group can be Hardware Problems, Network, Printer Problems, etc
Other Fields (Optional) Custom fields, in the JSON format, that you want to add or update in the ticket that you want to update in Service Desk Plus.
For example, {"Severity": "Low"}

Output

The output contains the following populated JSON schema:
{
     "API": {
         "@version": "",
         "response": {
             "operation": {
                 "@name": "",
                 "result": {
                     "statuscode": "",
                     "status": "",
                     "message": ""
                 }
             }
         }
     }
}

operation: Close Ticket

Input parameters

Parameter Description
Ticket Request ID ID of the ticket that you want to close on Service Desk Plus.

Output

The output contains the following populated JSON schema:
{
     "API": {
         "@version": "",
         "response": {
             "operation": {
                 "@name": "",
                 "result": {
                     "statuscode": "",
                     "status": "",
                     "message": ""
                 }
             }
         }
     }
}

operation: Delete Ticket

Input parameters

Parameter Description
Ticket Request ID ID of the ticket that you want to delete from Service Desk Plus.

Output

The output contains the following populated JSON schema:
{
     "API": {
         "@version": "",
         "response": {
             "operation": {
                 "@name": "",
                 "result": {
                     "statuscode": "",
                     "status": "",
                     "message": ""
                 }
             }
         }
     }
}

Included playbooks

The Sample - Manage Engine Service Desk Plus - 1.0.0 playbook collection comes bundled with the Manage Engine Service Desk Plus connector. These playbooks contain steps using which you can perform all supported actions. You can see bundled playbooks in the Automation > Playbooks section in FortiSOAR™ after importing the Manage Engine Service Desk Plus connector.

  • Add Note
  • Add Resolution
  • Close Ticket
  • Create Ticket
  • Delete Ticket
  • Get All Open Tickets
  • Get All Requesters
  • Get Ticket Details
  • Update CyOPs Record
  • Update Ticket

Note: If you are planning to use any of the sample playbooks in your environment, ensure that you clone those playbooks and move them to a different collection since the sample playbook collection gets deleted during connector upgrade and delete.

About the connector

ServiceDesk Plus is an IT support ticketing system for small and mid-sized businesses from ManageEngine.ServiceDesk Plus handles tickets and assets and helps structure and discipline your IT department.

This document provides information about the Manage Engine Service Desk Plus connector, which facilitates automated interactions, with a Manage Engine Service Desk Plus server using FortiSOAR™ playbooks. Add the Manage Engine Service Desk Plus connector as a step in FortiSOAR™ playbooks and perform automated operations, such as creating a ticket request in Service Desk Plus, updating a ticket in Service Desk Plus, or retrieving information about a ticket request from Service Desk Plus.

Version information

Connector Version: 1.0.0

FortiSOAR™ Version Tested on: 4.11.0-1161

Authored By: Fortinet

Certified: Yes

Installing the connector

All connectors provided by FortiSOAR™ are delivered using a FortiSOAR™ repository. Therefore, you must set up your FortiSOAR™ repository and use the yum command to install connectors:

yum install cyops-connector-manage-engine-service-desk-plus

For the detailed procedure to install a connector, click here

Prerequisites to configuring the connector

Configuring the connector

For the procedure to configure a connector, click here

Configuration parameters

In FortiSOAR™ , on the connectors page, select the Manage Engine Service Desk Plus connector, and click Configure to configure the following parameters:

Parameter Description
Server URL URL of the Manage Engine Service Desk Plus server to which you will connect and perform the automated operations.
API Key API key that is configured for your account to access the Manage Engine Service Desk Plus endpoint.
Verify SSL Specifies whether the SSL certificate for the server is to be verified or not.
By default, this option is set as True.

Configuring activities to be forwarded to FortiSOAR™ from Manage Engine Service Desk Plus

To configure activities to be forwarded to FortiSOAR™ from Manage Engine Service Desk Plus, you must do the following:

  1. Configure an action rule in the Custom Triggers section on the Manage Engine server where the Manage Engine Service Desk Plus connector connects, so that configured activities are forwarded from Manage Engine Service Desk Plus to FortiSOAR™ . The Manage Engine Trigger pushes configured activities to FortiSOAR™ .  
    For more information on Custom Triggers, see https://help.servicedeskplus.com/configurations/helpdesk/custom-triggers.html.
  2. Configure the FortiSOAR™ forwarder script. The FortiSOAR™ forwarder script is built to forward configured activities from Manage Engine Service Desk Plus to FortiSOAR™ . The FortiSOAR™ forwarder script (cyops_forwarding.py) is bundled with the connector and located at: /opt/cyops-integrations/integrations/connectors/manage-engine-service-desk-plus_1_0_0/cyops_forwarding.py on your FortiSOAR™ server.

The procedure of how to configure the above two steps follows:

  1. Open the Manage Engine server where you have connected the Manage Engine Service Desk Plus connector.
  2. To add a custom trigger, click Admin > Helpdesk Customizer > Custom Triggers > Add New Action.
  3. In the Configuration Wizard, add the configuration and details necessary for the new action rule as shown in the following image:
  4. On the host where you want to install the script (the cyops_forwarding.py script), perform the following steps:
    1. Install Python.  
      You must install Python version 3 or later.
    2. On the Host machine, ensure that you can run the forwarder script from anywhere. For this purpose set the python path in the Environment Variable as follows:  
      Open Control Panel > System and Security > System > Advanced system settings > Advanced > Environment Variables > System variables. Click New in the System variables section, and in the New System Variable dialog, in the Variable name field, type <Variable Name> and in the Variable value field, type <Python Installation Path>.
      For example:  %SystemRoot%\system32;%SystemRoot%;%SystemRoot%\System32\Wbem;%SYSTEMROOT%\System32\WindowsPowerShell\v1.0\;C:\Python34\
    3. From the connector bundle, copy the cyops_forwarding.py script to the host machine at location [SDP_Home]/integration/custom_scripts.
      Update the cyops_forwarding.py to point to your FortiSOAR™ instance.
      Edit the following lines in cyops_forwarding.py:  
      host_uri = '<CyOPs IP Address>'
      full_uri = 'https://' + host_uri + '/api/triggers/1/ManageEngine' 
      Add the keys directory in the same location and copy the FortiSOAR™ appliance keys from the FortiSOAR™ machine location /opt/cyops-workflow/sealab/.envdir into the keys directory.

After you complete the above procedure, whenever the Manage Engine tickets get updated based on criteria you have specified in the Action rule, the Update Cyops Record API trigger playbook gets triggered, which in turn updates the corresponding FortiSOAR™ incidents.

Actions supported by the connector

The following automated operations can be included in playbooks, and you can also use the annotations to access operations from FortiSOAR™ release 4.10.0 and onwards:

Function Description Annotation and Category
Create Ticket Creates a ticket in Service Desk Plus based on the requester name and subject and other input parameters you have specified. create_record
Investigation
Add Resolution Adds a resolution to an existing ticket in Service Desk Plus based on the Ticket Request ID you have specified. add_resolution
Investigation
Add Note Adds a note to an existing ticket in Service Desk Plus based on the Ticket Request ID you have specified. You can choose whether the note will be a private note or a public note (visible to all). add_note
Investigation
Get Ticket Details Retrieves details for a specific ticket from Service Desk Plus based on the Ticket Request ID you have specified. get_record
Investigation
Get All Requesters Retrieves information of all requesters from Service Desk Plus. get_all_requester
Investigation
Get All Open Tickets Retrieves information of all open ticket from Service Desk Plus. get_all_open_requests
Investigation
Update Ticket Updates a ticket in Service Desk Plus based on the Ticket Request ID and other input parameters you have specified. update_record
Investigation
Close Ticket Closes a ticket in Service Desk Plus based on the Ticket Request ID you have specified. close_record
Investigation
Delete Ticket Deletes a ticket from Service Desk Plus based on the Ticket Request ID you have specified. delete_request
Investigation

operation: Create Ticket

Input parameters

Parameter Description
Requester Name Name if the requester who is requesting to create a ticket in Service Desk Plus.
Subject Subject of the ticket request that you want to create in Service Desk Plus.
Request Type (Optional) Type of the ticket request that you want to create in Service Desk Plus.
Request type can be Incident, Request For Information, etc.
Description (Optional) Description of the ticket request that you want to create in Service Desk Plus.
Status (Optional) Status of the ticket request that you want to create in Service Desk Plus.
Status can be Closed, On Hold, Open, Resolved, etc.
Priority (Optional) Priority of the ticket request that you want to create in Service Desk Plus.
Priority can be High, Low, Medium, Normal, etc
Urgency (Optional) Urgency of the ticket request that you want to create in Service Desk Plus.
Urgency can be High, Low, Normal, Urgent, etc.
Group (Optional) Group of the ticket request that you want to create in Service Desk Plus.
Group can be Hardware Problems, Network, Printer Problems, etc
Other Fields (Optional) You can add custom fields, in the JSON format, to the ticket request that you want to create in Service Desk Plus.
For example, {"Severity": "Low"}

Output

The output contains the following populated JSON schema:
{
     "API": {
         "@version": "",
         "response": {
             "operation": {
                 "@name": "",
                 "result": {
                     "statuscode": "",
                     "status": "",
                     "message": ""
                 },
                 "Details": [
                     {
                         "workorderid": ""
                     },
                     {
                         "parameter": {
                             "name": "",
                             "value": ""
                         }
                     }
                 ]
             }
         }
     }
}

operation: Add Resolution

Input parameters

Parameter Description
Ticket Request ID ID of the ticket request to which you want to add the resolution in Service Desk Plus.
Resolution Resolution that you want to add in the specified ticket in Service Desk Plus.

Output

The output contains the following populated JSON schema:
{
     "operation": {
         "@name": "",
         "result": {
             "statuscode": "",
             "status": "",
             "message": ""
         }
     }
}

operation: Add Note

Input parameters

Parameter Description
Ticket Request ID ID of the ticket request to which you want to add the resolution in Service Desk Plus.
Note Public Select this textbox, i.e., set it to True, to make the note visible to all in Service Desk Plus.  
By default, this is set as False, i.e., it is set as a private note.
Note Note text that you want to add in the specified ticket in Service Desk Plus.

Output

The output contains the following populated JSON schema:
{
     "API": {
         "@version": "",
         "response": {
             "operation": {
                 "@name": "",
                 "result": {
                     "message": "",
                     "status": "",
                     "statuscode": ""
                 }
             }
         }
     }
}

operation: Get Ticket Details

Input parameters

Parameter Description
Ticket Request ID ID of the ticket request for which you want to retrieve details from Service Desk Plus.

Output

The output contains the following populated JSON schema:
{
     "API": {
         "@version": "",
         "response": {
             "operation": {
                 "@name": "",
                 "result": {
                     "message": "",
                     "status": "",
                     "statuscode": ""
                 },
                 "Details": {
                     "parameter": [
                         {
                             "name": "",
                             "value": ""
                         }
                     ],
                     "Notes": {
                         "@URI": ""
                     },
                     "Worklogs": {
                         "@URI": ""
                     }
                 }
             }
         }
     }
}

operation: Get All Requesters

Input parameters

None.

Output

The output contains the following populated JSON schema:

{
        "API": {
          "@version": "",
          "response": {
            "operation": {
              "@name": "",
              "result": {
                "statuscode": "",
                "status": "",
                "message": ""
              },
              "Details": {
                "record": [
                  {
                    "@URI": "",
                    "parameter": [
                      {
                        "value": "",
                        "name": ""
                      }
                    ]
                  }
                ],
                "@type": ""
              }
            }
          }
        }
      }

operation: Get All Open Tickets

Input parameters

Parameter Description
Starts From (Optional) Starting index from which you want to retrieve all open tickets from Service Desk Plus.
Limit (Optional) Index till which you want to retrieve all open tickets from Service Desk Plus.

Output

The output contains the following populated JSON schema:
{
     "API": {
         "@version": "",
         "response": {
             "operation": {
                 "@name": "",
                 "Details": {
                     "record": [
                         {
                             "parameter": [
                                 {
                                     "name": "",
                                     "value": ""
                                 }
                             ],
                             "@URI": ""
                         }
                     ],
                     "@type": ""
                 },
                 "result": {
                     "statuscode": "",
                     "status": "",
                     "message": ""
                 }
             }
         }
     }
}

operation: Update Ticket

Input parameters

Parameter Description
Ticket Request ID ID of the ticket that you want to update on Service Desk Plus.
Subject (Optional) Subject of the ticket that you want to update in Service Desk Plus.
Request Type (Optional) Type of the ticket that you want to update in Service Desk Plus.
Request type can be Incident, Request For Information, etc.
Description (Optional) Description of the ticket that you want to update in Service Desk Plus.
Status (Optional) Status of the ticket that you want to update in Service Desk Plus.
Status can be Closed, On Hold, Open, Resolved, etc.
Priority (Optional) Priority of the ticket that you want to update in Service Desk Plus.
Priority can be High, Low, Medium, Normal, etc
Urgency (Optional) Urgency of the ticket that you want to update in Service Desk Plus.
Urgency can be High, Low, Normal, Urgent, etc.
Group (Optional) Group of the ticket that you want to update in Service Desk Plus.
Group can be Hardware Problems, Network, Printer Problems, etc
Other Fields (Optional) Custom fields, in the JSON format, that you want to add or update in the ticket that you want to update in Service Desk Plus.
For example, {"Severity": "Low"}

Output

The output contains the following populated JSON schema:
{
     "API": {
         "@version": "",
         "response": {
             "operation": {
                 "@name": "",
                 "result": {
                     "statuscode": "",
                     "status": "",
                     "message": ""
                 }
             }
         }
     }
}

operation: Close Ticket

Input parameters

Parameter Description
Ticket Request ID ID of the ticket that you want to close on Service Desk Plus.

Output

The output contains the following populated JSON schema:
{
     "API": {
         "@version": "",
         "response": {
             "operation": {
                 "@name": "",
                 "result": {
                     "statuscode": "",
                     "status": "",
                     "message": ""
                 }
             }
         }
     }
}

operation: Delete Ticket

Input parameters

Parameter Description
Ticket Request ID ID of the ticket that you want to delete from Service Desk Plus.

Output

The output contains the following populated JSON schema:
{
     "API": {
         "@version": "",
         "response": {
             "operation": {
                 "@name": "",
                 "result": {
                     "statuscode": "",
                     "status": "",
                     "message": ""
                 }
             }
         }
     }
}

Included playbooks

The Sample - Manage Engine Service Desk Plus - 1.0.0 playbook collection comes bundled with the Manage Engine Service Desk Plus connector. These playbooks contain steps using which you can perform all supported actions. You can see bundled playbooks in the Automation > Playbooks section in FortiSOAR™ after importing the Manage Engine Service Desk Plus connector.

Note: If you are planning to use any of the sample playbooks in your environment, ensure that you clone those playbooks and move them to a different collection since the sample playbook collection gets deleted during connector upgrade and delete.