Overview

The ManageEngine ServiceDesk Plus connector enables your Leena AI Agents to integrate with your organization's ManageEngine ServiceDesk Plus platform, facilitating automated IT service management, request handling, problem management, change management, and approval workflows.

ManageEngine ServiceDesk Plus is a comprehensive IT help desk and service management software built on the ITIL framework. It provides integrated incident management, problem management, change management, asset management, and project management capabilities. The ManageEngine ServiceDesk Plus connector allows Leena AI to automate ITSM workflows, manage service requests, handle problems and changes, and process approvals seamlessly.

API Details

Leena AI integrates with ManageEngine ServiceDesk Plus via REST APIs (v3).

Documentation link: https://www.manageengine.com/products/service-desk/sdpod-v3-api/

Setup

The ManageEngine ServiceDesk Plus connector supports multiple authentication methods depending on your deployment type:

• Admin OAuth 2.0 — For cloud deployments using Zoho OAuth 2.0 with the authorization code grant type (admin-level access)
• User OAuth 2.0 — For cloud deployments using Zoho OAuth 2.0 with the authorization code grant type (user-level access)
• On-Premise API Key (Technician Key) — For on-premise deployments using a technician API key
• On-Premise Auth Token — For on-premise deployments using an authentication token

Prerequisites

Before setting up the ManageEngine ServiceDesk Plus connector, ensure you have:

• Administrator access to your ManageEngine ServiceDesk Plus instance
• For Cloud deployments: Access to the Zoho Developer Console (https://api-console.zoho.com/)
• For On-Premise deployments: A technician account with login permission and sufficient role privileges
• Access to your Leena AI workspace with connector management permissions

Get credentials

Cloud Deployment (Admin OAuth 2.0 / User OAuth 2.0)

Here is how to register an OAuth client via the Zoho Developer Console:

1. Go to the Zoho Developer Console (use the domain-specific console for your data center, e.g., https://api-console.zoho.com/ for US, https://api-console.zoho.in/ for India)
2. Click Add Client
3. Choose a client type:
   1. Server Based Applications — for server-side integrations
   2. Client Based Applications — for browser-based integrations
4. Configure application details:
   1. Client Name: Enter a descriptive name (e.g., "Leena AI Integration")
   2. Homepage URL: Enter your Leena AI domain URL
   3. Authorized Redirect URIs: This will be filled later from Leena AI
5. Click Create to receive the following credentials:
   1. Client ID: The consumer key generated from the connected app
   2. Client Secret: The consumer secret generated from the connected app
6. Note the Authorization and Token URLs for your data center:
   1. Authorization URL: https://accounts.zoho.com/oauth/v2/auth (varies by region, e.g., https://accounts.zoho.in/oauth/v2/auth for India)
   2. Token URL: https://accounts.zoho.com/oauth/v2/token (varies by region, e.g., https://accounts.zoho.in/oauth/v2/token for India)

On-Premise Deployment (API Key / Auth Token)

Here is how to generate a Technician API Key or Auth Token:

1. Log in to ServiceDesk Plus as an administrator
2. Navigate to Admin > Technicians (under the Users block)
3. To generate the API key for an existing technician, click the Edit icon beside that technician. To generate for a new technician, click Add New Technician, enter the technician details and provide login permission
4. In the API key details section, click Generate (or Regenerate if a key already exists)
5. In Key expires on, select Never Expires for a permanent API key (recommended)
6. Click Generate and copy the API key

Add connection

Cloud Deployment (Admin OAuth 2.0)

Here is how to add a connection on Leena AI:

1. Log in to your Leena AI workspace
2. Navigate to Settings > Integrations
3. Search for "ManageEngine ServiceDesk Plus" and select it from the list to add its new connector
4. Select Admin OAuth 2.0 as the authentication type
5. Start configuring the connector:
   1. ServiceDesk Plus URL: Your ServiceDesk Plus cloud instance URL (e.g., https://your-company.sdpondemand.com)
   2. API Version: ServiceDesk Plus API version (Pre-filled as 'v3')
   3. Client ID: OAuth application client ID from Zoho Developer Console
   4. Client Secret: OAuth application client secret from Zoho Developer Console
   5. Redirect URI: The callback URL for OAuth flow (Auto-generated by Leena AI)
   6. Scope: List of permissions required to perform actions through Leena AI (Pre-filled with ServiceDesk Plus scopes including requests, users, problems, changes, setup, general, assets, contacts, and solutions)
   7. Authorization URL: Zoho OAuth authorization endpoint (Pre-filled as 'https://accounts.zoho.in/oauth/v2/auth')
   8. Token URL: Zoho OAuth token endpoint (Pre-filled as 'https://accounts.zoho.in/oauth/v2/token')
6. Complete OAuth Flow and Save Configurations
   1. Click Connect in Leena AI for the connector setup
   2. You'll be redirected to the Zoho authorization page
   3. Sign in to your Zoho account if prompted
   4. Click Accept to grant permissions
   5. You'll be redirected back to Leena AI with a successful connection
   6. The connector will be saved
7. Copy Callback URL and Update Zoho OAuth Client
   1. Once the connector is saved in Leena AI, you can reopen the connector to view the Callback URL
   2. Copy the Callback URL from Leena AI
   3. Go back to Zoho Developer Console
   4. Edit your OAuth client and add the Callback URL to Authorized Redirect URIs
   5. Save the changes

Cloud Deployment (User OAuth 2.0)

Follow the same steps as Admin OAuth 2.0 above, but select User OAuth 2.0 as the authentication type. This method provides user-level access where each user authenticates individually.

On-Premise Deployment (API Key)

1. Log in to your Leena AI workspace
2. Navigate to Settings > Integrations
3. Search for "ManageEngine ServiceDesk Plus" and select it from the list to add its new connector
4. Select On-Premise API Key (Technician Key) as the authentication type
5. Start configuring the connector:
   1. ServiceDesk Plus URL: Your on-premise instance URL (e.g., https://servicedesk.yourcompany.com)
   2. Technician Key: The API key generated for your technician
   3. API Version: ServiceDesk Plus API version (Pre-filled as 'v3')
6. Save the connector

On-Premise Deployment (Auth Token)

1. Log in to your Leena AI workspace
2. Navigate to Settings > Integrations
3. Search for "ManageEngine ServiceDesk Plus" and select it from the list to add its new connector
4. Select On-Premise Auth Token as the authentication type
5. Start configuring the connector:
   1. ServiceDesk Plus URL: Your on-premise instance URL (e.g., https://servicedesk.yourcompany.com)
   2. Auth Token: The authentication token generated for your technician
   3. API Version: ServiceDesk Plus API version (Pre-filled as 'v3')
6. Save the connector

Actions

The following actions are supported for the ManageEngine ServiceDesk Plus connector:

Request Management

Add Request

Creates a new service request in ManageEngine ServiceDesk Plus. The Agent can leverage the skill (workflow), which has been designed to create a new service request, once the user raises a query to do so.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Response

Upon successful creation, the action returns the created request details including:

• Request ID
• Request status
• Created timestamp

Update Request

Updates an existing service request in ManageEngine ServiceDesk Plus. The Agent can leverage the skill (workflow), which has been designed to modify an existing service request, once the user provides the request details to be updated. Here are some common use cases:

• Status Updates: Change request status
• Priority Changes: Escalate or de-escalate request priority
• Reassignment: Reassign to a different technician or group
• Detail Modification: Update subject, description, or category

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Response

Upon successful update, the action returns the updated request details including:

• Updated request properties
• Modification timestamp

View Request

Retrieves the details of a specific service request from ManageEngine ServiceDesk Plus. The Agent can leverage the skill (workflow), which has been designed to view a service request, once the user provides the request identifier.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Response

The action returns the complete request details including:

• Request ID and subject
• Status, priority, and urgency
• Requester and technician information
• Description and resolution
• Created and updated timestamps

Close Request

Closes an existing service request in ManageEngine ServiceDesk Plus. The Agent can leverage the skill (workflow), which has been designed to close a service request, once the user specifies the request to be closed.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Response

Upon successful closure, the action returns:

• Confirmation of successful closure
• Updated request status

Assign Request

Assigns a service request to a specific technician or group in ManageEngine ServiceDesk Plus. The Agent can leverage the skill (workflow), which has been designed to assign a service request, once the user provides the assignment details.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Response

Upon successful assignment, the action returns:

• Confirmation of successful assignment
• Updated technician/group details

Add Note to Request

Adds a note/comment to an existing service request in ManageEngine ServiceDesk Plus. The Agent can leverage the skill (workflow), which has been designed to add a note to a service request, once the user provides the note details.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Response

Upon successful creation, the action returns:

• Note ID
• Note creation timestamp

Get All Requests

Retrieves a list of service requests from ManageEngine ServiceDesk Plus. This action can be leveraged by Leena AI Orchestrator/Agent to list service requests with various filters. Here are some common use cases:

• Daily Queue: Get all open requests
• Technician Workload: View requests assigned to a specific technician
• Status Tracking: Filter requests by status or priority
• Search Requests: Find requests by subject or requester

Input Parameters

Here are the input parameters required to set up this action:

All parameters for this action are optional.

Optional

Response

The action returns a list of service requests, each containing:

• Request ID
• Subject
• Status, priority, and urgency
• Requester and technician information
• Created and updated timestamps

Get Request Summary

Retrieves a summary of a specific service request from ManageEngine ServiceDesk Plus. The Agent can leverage the skill (workflow), which has been designed to get a quick summary of a service request.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Response

The action returns a summary of the request including:

• Request ID and subject
• Current status
• Key details and resolution information

Problem Management

Add Problem

Creates a new problem record in ManageEngine ServiceDesk Plus. The Agent can leverage the skill (workflow), which has been designed to create a new problem, once the user raises a query to do so.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Response

Upon successful creation, the action returns the created problem details including:

• Problem ID
• Problem status
• Created timestamp

Get All Problems

Retrieves a list of problem records from ManageEngine ServiceDesk Plus. This action can be leveraged by Leena AI Orchestrator/Agent to list problems with various filters.

Input Parameters

Here are the input parameters required to set up this action:

All parameters for this action are optional.

Optional

Response

The action returns a list of problem records, each containing:

• Problem ID
• Title and description
• Status, priority, and urgency
• Reported by information

Get Problem By ID

Retrieves the details of a specific problem record from ManageEngine ServiceDesk Plus.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Response

The action returns the complete problem details including:

• Problem ID and title
• Description
• Status, priority, and urgency
• Reported by and assigned technician information
• Root cause and impact analysis

Update Problem

Updates an existing problem record in ManageEngine ServiceDesk Plus.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Response

Upon successful update, the action returns the updated problem details including:

• Updated problem properties
• Modification timestamp

Change Management

Add Change

Creates a new change record in ManageEngine ServiceDesk Plus. The Agent can leverage the skill (workflow), which has been designed to create a new change, once the user raises a request to do so.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Response

Upon successful creation, the action returns the created change details including:

• Change ID
• Change status
• Created timestamp

Get All Changes

Retrieves a list of change records from ManageEngine ServiceDesk Plus. This action can be leveraged by Leena AI Orchestrator/Agent to list changes with various filters.

Input Parameters

Here are the input parameters required to set up this action:

All parameters for this action are optional.

Optional

Response

The action returns a list of change records, each containing:

• Change ID
• Title and description
• Status, priority, and change type
• Change owner and requester information
• Scheduled start and end times

Get Change

Retrieves the details of a specific change record from ManageEngine ServiceDesk Plus.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Response

The action returns the complete change details including:

• Change ID and title
• Description
• Status, priority, and change type
• Change owner, requester, and approver information
• Scheduled and actual start/end times
• Risk assessment details

Update Change

Updates an existing change record in ManageEngine ServiceDesk Plus.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Response

Upon successful update, the action returns the updated change details including:

• Updated change properties
• Modification timestamp

Approval Management

Get Request Approvals

Retrieves the approval details for a specific service request in ManageEngine ServiceDesk Plus.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Response

The action returns a list of approval records including:

• Approval ID
• Approver details
• Approval status
• Comments

Approve/Reject Approval

Approves or rejects a pending approval for a service request in ManageEngine ServiceDesk Plus.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Response

Upon successful processing, the action returns:

• Updated approval status
• Action confirmation
• Processing timestamp

Add Request Approval

Adds a new approver to an existing approval level for a service request.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Response

Upon successful addition, the action returns:

• Confirmation of approver addition
• Updated approval level details

Add Approval Level

Adds a new approval level to a service request in ManageEngine ServiceDesk Plus.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Response

Upon successful creation, the action returns:

• New approval level ID
• Confirmation of creation

User Management

Get All Users

Retrieves a list of users from ManageEngine ServiceDesk Plus.

Input Parameters

Here are the input parameters required to set up this action:

All parameters for this action are optional.

Optional

Response

The action returns a list of users, each containing:

• User ID
• Name and email
• Department and role information

Attachment Management

Add Attachment

Adds an attachment to a request, problem, or change in ManageEngine ServiceDesk Plus.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Response

Upon successful upload, the action returns:

• Attachment ID
• Upload confirmation

Download Attachment

Downloads an attachment from a request, problem, or change in ManageEngine ServiceDesk Plus.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Response

The action returns:

• File content/data
• File metadata (name, size, format)