ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus Cloud is ManageEngine's ITSM suite — the service desk that IT teams run requests, problems, changes, assets, and a knowledge base on. Sim talks to its v3 REST API, which exposes the same operations available in the web client.

Why ServiceDesk Plus?

• The whole ITIL spine in one product: incidents and service requests, problem records, change workflow with stages and approvals, a CMDB-backed asset inventory, and a requester-facing knowledge base — all cross-referenceable by ID.
• Portal-defined everything: statuses, priorities, categories, groups, and change stages are configured per portal. The API resolves them by name, so a workflow written against one portal's vocabulary reads naturally rather than hardcoding opaque IDs.
• A real query language on every list: search_criteria supports is, is not, contains, starts with, between, and numeric and date comparisons, so filtering happens server-side instead of by pulling the queue and sifting it in a workflow.
• User-defined fields: every module carries udf_* custom fields, which these operations read and write alongside the built-ins.

Using ServiceDesk Plus in Sim

This integration covers 31 operations across five modules — full create, read, list, update, and delete on requests, problems, changes, assets, and knowledge base solutions, plus notes on requests, problems, and changes. Lookup fields (status, priority, category, technician, group, topic, product) are addressed by name or email rather than by internal ID, so an agent can act on a ticket without first resolving five reference tables.

Key benefits of using ServiceDesk Plus in Sim:

• Triage and routing: read an incoming request, classify it from its content, then set category, priority, and support group in one update.
• SLA watch: list open requests sorted on due_by_time, compare against now, and escalate or reassign what is breaching.
• Ticket deflection: search solutions for an answer, then post it as a requester-visible note instead of queueing the ticket for a human.
• Knowledge capture: turn a resolved request and its notes into a new solution filed under an existing topic.
• Problem management: cluster recurring requests by category and open a problem record that links them.
• Change calendars and asset inventory: page scheduled changes into a weekly summary, or mirror the asset list into a Sim table for querying and charting.

Before you start

Connect your Zoho account from the block's credential field. Self-hosted deployments additionally need Sim's Zoho OAuth client configured in the Zoho API console. The same client serves Zoho Desk and ServiceDesk Plus — Zoho scopes are chosen per authorization request, not per registered client, so no second app is needed.

Three things shape what will work:

• Data center. Connecting requires a Zoho account in the US data center. Sim's authorize and token-exchange legs are pinned to accounts.zoho.com, and a Zoho access token is only valid in the data center that issued it. The Data Center field lists every documented host (US, EU, IN, AU, JP, CA, SA, UK, CN, AE) because that mapping is stable, but only US is reachable with a credential connected through Sim today.
• Portal. Accounts with more than one portal must set the Portal field to the portal's URL name — found under ESM Directory → Service Desk Instances. Leaving it empty addresses the account's default portal.
• Scopes. The connection requests SDPOnDemand.{requests,problems,changes,assets,solutions} at the exact verbs these operations use, plus aaaserver.profile.READ to label the credential. Nothing broader is requested, so an operation whose module your Zoho user cannot access will fail at ServiceDesk Plus rather than being silently skipped.

Things worth knowing

• Required fields differ per module. Requests need a subject; problems a title; changes a title, stage, and status; assets a name and an existing product; solutions a title, content, and an existing topic.
• Editing a change's status requires a comment. ServiceDesk Plus rejects the update otherwise, so the Status Comment field sits alongside the status on Update Change.
• Updates only send what you fill in. Fields left empty are omitted from the request rather than sent as null, so changing a status never clears the technician or category. The two flags that cannot express this with a toggle — Emergency Change and Visible to Requesters — become Leave unchanged / Yes / No dropdowns on their update operations for the same reason.
• A solution only becomes requester-visible once approved. ServiceDesk Plus ignores is_public until the article's approval status is Approved.
• Lists cap at 100 rows. Row Count is clamped to the documented maximum; page with Start Index and watch has_more_rows in the returned listInfo. Set Include Total Count when you need the true size of a queue rather than the page size.
• The standalone Tasks module is not covered. Its endpoints are documented but the ServiceDesk Plus scope table publishes no tasks entry, so requesting one would put an unverified scope on the consent screen.

Usage Instructions

Full read and write access to ManageEngine ServiceDesk Plus Cloud: create, search, update and delete requests, problems, changes, assets and knowledge base solutions, and add notes to requests, problems and changes. Supports multi-portal accounts. Connecting requires a Zoho account in the US data center.

Actions

ManageEngine SDP Create Request

Create a request (ticket) in ManageEngine ServiceDesk Plus Cloud with a subject, description, requester and classification.

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ManageEngine SDP Get Request

Retrieve a single ManageEngine ServiceDesk Plus Cloud request by ID.

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ManageEngine SDP List Requests

List ManageEngine ServiceDesk Plus Cloud requests, with optional search criteria, sorting and paging.

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ManageEngine SDP Update Request

Update a ManageEngine ServiceDesk Plus Cloud request: change its status, priority, assignment, classification or description.

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ManageEngine SDP Delete Request

Move a ManageEngine ServiceDesk Plus Cloud request to the trash. Deleting a request also removes its notes, tasks and worklogs.

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ManageEngine SDP Add Request Note

Add a note to a ManageEngine ServiceDesk Plus Cloud request, optionally making it visible to the requester.

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ManageEngine SDP List Request Notes

List the notes on a ManageEngine ServiceDesk Plus Cloud request.

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ManageEngine SDP Create Problem

Create a problem record in ManageEngine ServiceDesk Plus Cloud with a title, description and classification.

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ManageEngine SDP Get Problem

Retrieve a single ManageEngine ServiceDesk Plus Cloud problem by ID.

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ManageEngine SDP List Problems

List ManageEngine ServiceDesk Plus Cloud problems, with optional search criteria, sorting and paging.

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ManageEngine SDP Update Problem

Update a ManageEngine ServiceDesk Plus Cloud problem: change its title, status, assignment or classification.

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ManageEngine SDP Delete Problem

Delete a ManageEngine ServiceDesk Plus Cloud problem and its associated notes.

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ManageEngine SDP Add Problem Note

Add a note to a ManageEngine ServiceDesk Plus Cloud problem.

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ManageEngine SDP List Problem Notes

List the notes on a ManageEngine ServiceDesk Plus Cloud problem.

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ManageEngine SDP Create Change

Create a change record in ManageEngine ServiceDesk Plus Cloud with a title, stage, status and schedule.

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ManageEngine SDP Get Change

Retrieve a single ManageEngine ServiceDesk Plus Cloud change by ID.

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ManageEngine SDP List Changes

List ManageEngine ServiceDesk Plus Cloud changes, with optional search criteria, sorting and paging.

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ManageEngine SDP Update Change

Update a ManageEngine ServiceDesk Plus Cloud change: move its stage or status, reschedule it, or change its assignment. ServiceDesk Plus requires a comment whenever the status changes.

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ManageEngine SDP Delete Change

Delete a ManageEngine ServiceDesk Plus Cloud change and its associated notes.

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ManageEngine SDP Add Change Note

Add a note to a ManageEngine ServiceDesk Plus Cloud change.

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ManageEngine SDP List Change Notes

List the notes on a ManageEngine ServiceDesk Plus Cloud change.

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ManageEngine SDP Create Asset

Create an asset in the ManageEngine ServiceDesk Plus Cloud inventory. Requires a name and an existing product.

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ManageEngine SDP Get Asset

Retrieve a single ManageEngine ServiceDesk Plus Cloud asset by ID.

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ManageEngine SDP List Assets

List ManageEngine ServiceDesk Plus Cloud assets, with optional search criteria, sorting and paging.

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ManageEngine SDP Update Asset

Update a ManageEngine ServiceDesk Plus Cloud asset: reassign it, change its state, or correct its inventory details.

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ManageEngine SDP Delete Asset

Delete an asset from the ManageEngine ServiceDesk Plus Cloud inventory.

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ManageEngine SDP Create Solution

Add an article to the ManageEngine ServiceDesk Plus Cloud knowledge base under an existing topic.

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ManageEngine SDP Get Solution

Retrieve a single ManageEngine ServiceDesk Plus Cloud knowledge base solution by ID.

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ManageEngine SDP List Solutions

Search the ManageEngine ServiceDesk Plus Cloud knowledge base, with optional search criteria, sorting and paging.

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ManageEngine SDP Update Solution

Update a ManageEngine ServiceDesk Plus Cloud knowledge base solution: revise its body, retitle it, or move it to another topic.

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ManageEngine SDP Delete Solution

Delete an article from the ManageEngine ServiceDesk Plus Cloud knowledge base, along with its comments and versions.

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