Service Desk Plus

This Integration is part of the Manage Engine Service Desk Plus Pack.#

IT Service Management

Configure ServiceDeskPlus on Cortex XSOAR#

Navigate to Settings > Integrations > Servers & Services.
Search for ServiceDeskPlus.
Click Add instance to create and configure a new integration instance.

Instance Creation Flow for Cloud#

To create an instance of the Service Desk Plus integration, you need to get a Client ID, Client Secret, and Refresh Token. Follow the next steps to create an instance:

Select the data center in which your data resides.
Register your app using ZOHO App Registration. Make sure you copy the Client ID and Client Secret of the app to the Cortex XSOAR instance and click the Done button.
In the registered app, select the Generate Code tab and define the scopes for the app.
From the Cortex XSOAR CLI run the command !service-desk-plus-generate-refresh-token and paste the generated code into the code parameter.
Copy the generated refresh token to the Cortex XSOAR instance and click the Test button to validate the instance.

Instance Creation Flow for On-Premise#

To create an instance of the Service Desk Plus integration, you need to get a On-Premises Server URL and a Technician Key.

Follow the next steps to create an instance:

Enter the On-Premise Server URL info.
Enter the Technician Key.
Click the Test button to validate the instance.

NOTES

For more details about the app authorization process refer to App Authorization
The code generated in the app is only valid for a limited time.
In order to avoid repeating this process, the created Refresh Token should be saved for future use.
For more details about generating a technician key please refer to the help documentation

Parameter	Description	Required
server_url	Data Center Location: Select the domain location that is applicable for you application	True
technician_key	Technician Key	False
server_url_on_premise	On-Premise Server URL	False
client_id	Client ID	False
client_secret	Client Secret	False
refresh_token	Refresh Token	False
isFetch	Fetch incidents	False
incidentType	Incident type	False
insecure	Trust any certificate (not secure)	False
proxy	Use system proxy settings	False
fetch_status	The status of the requests that should be fetched. Multiple status can be entered, separated by a comma.	False
fetch_time	First fetch time range (<number> <time unit>, e.g., 1 hour, 30 minutes)	False
fetch_limit	The maximum number of incidents that should be fetched each time	False
fetch_filter	Use this field to filter the incidents that are being fetched according to any of the request properties. Please see additional information for exact filter format. Overrides the status filter, if given.	False

Click Test to validate the URLs, token, and connection.

Commands#

You can execute these commands from the Cortex XSOAR CLI, as part of an automation, or in a playbook. After you successfully execute a command, a DBot message appears in the War Room with the command details.

service-desk-plus-requests-list#

View the details of requests. If no parameters are given the details of all requests will be shown.

Base Command#

service-desk-plus-requests-list

Input#

Argument Name	Description	Required
request_id	The unique request id of the request that should be shown.	Optional
start_index	Use this to get a list of tasks starting from this index. e.g: 6	Optional
page_size	Use this to mention the number of requests that needs to be returned. e.g: 15. By default, will return only the first 10 requests.	Optional
search_fields	The column name and value to be searched for in the format of a json object. e.g {“subject”:“Change like this”,“priority.name”:“High”}	Optional
filter_by	The name of the filter that should be used. e.g {“name”:“My_Open”}	Optional

Context Output#

Path	Type	Description
ServiceDeskPlus.Request.Requester	Unknown	The requester of the request
ServiceDeskPlus.Request.CreatedTime	Date	The time the request was created
ServiceDeskPlus.Request.Template	Unknown	The template that was used to create the request
ServiceDeskPlus.Request.DisplayId	String	The display id of the request
ServiceDeskPlus.Request.Id	String	The unique id of the request
ServiceDeskPlus.Request.Subject	String	The subject of the request
ServiceDeskPlus.Request.Technician	String	The technician that was assigned to the request
ServiceDeskPlus.Request.Status	String	The status of the request
ServiceDeskPlus.Request.DueByTime	Date	The due date of the request
ServiceDeskPlus.Request.Group	String	The group to which the request belongs
ServiceDeskPlus.Request.IsServiceRequest	Boolean	Indicates whether the request is a service request or not
ServiceDeskPlus.Request.CancellationRequested	Boolean	Indicates whether a cancellation was requested
ServiceDeskPlus.Request.HasNotes	Boolean	Indicates whether the command has notes or not

Command Example#

!service-desk-plus-requests-list start_index=32 page_size=2

Context Example#

{
    "ServiceDeskPlus": {
        "Request": [
            {
                "CancellationRequested": false,
                "CreatedTime": "2020-06-30T15:27:33.000Z",
                "DisplayId": "172",
                "HasNotes": false,
                "Id": "123640000000279007",
                "IsServiceRequest": false,
                "Requester": {
                    "email_id": null,
                    "is_technician": false,
                    "sms_mail": null,
                    "phone": null,
                    "name": "First Last",
                    "mobile": null,
                    "id": "123640000000244019",
                    "photo_url": "https://contacts.zoho.com/file?exp=10&ID=-1&t=user&height=60&width=60",
                    "is_vip_user": false,
                    "department": null
                },
                "Status": "Open",
                "Subject": "Update Existing Request",
                "Template": {
                    "id": "123640000000006655",
                    "name": "Default Request"
                }
            },
            {
                "CancellationRequested": false,
                "CreatedTime": "2020-07-01T08:03:12.000Z",
                "DisplayId": "180",
                "HasNotes": false,
                "Id": "123640000000281015",
                "IsServiceRequest": false,
                "Requester": {
                    "department": null,
                    "email_id": null,
                    "id": "123640000000244019",
                    "is_technician": false,
                    "is_vip_user": false,
                    "mobile": null,
                    "name": "First Last",
                    "phone": null,
                    "photo_url": "https://contacts.zoho.com/file?exp=10&ID=-1&t=user&height=60&width=60",
                    "sms_mail": null
                },
                "Status": "Open",
                "Subject": "Create New Request",
                "Template": {
                    "id": "123640000000006655",
                    "name": "Default Request"
                }
            }
        ]
    }
}

Human Readable Output#

Requests#
CreatedTime Id Requester Status Subject
2020-06-30T15:27:33.000Z 123640000000279007 First Last Open Update Existing Request
2020-07-01T08:03:12.000Z 123640000000281015 First Last Open Create New Request

CreatedTime	Id	Requester	Status	Subject
2020-06-30T15:27:33.000Z	123640000000279007	First Last	Open	Update Existing Request
2020-07-01T08:03:12.000Z	123640000000281015	First Last	Open	Create New Request

service-desk-plus-request-delete#

Deletes the request with the specified ID. To delete multiple IDs, pass a comma-separated list (string) of the IDs of the requests.

Base Command#

service-desk-plus-request-delete

Input#

Argument Name	Description	Required
request_id	The id of the request that should be deleted	Required

Context Output#

There is no context output for this command.

Command Example#

!service-desk-plus-request-delete request_id=123640000000279019

Human Readable Output#

Successfully deleted request(s) 123640000000279019#

service-desk-plus-request-create#

Create new requests

Base Command#

service-desk-plus-request-create

Input#

Argument Name	Description	Required
subject	Subject of this request	Required
description	Description of this request	Optional
request_type	Type of this request. Choose one of the listed options or provide a dictionary representing a request_type object.	Optional
impact	Impact of this request. Choose one of the listed options or provide a dictionary representing an impact object.	Optional
status	Indicates the current status of this request. Choose one of the listed options or provide a dictionary representing a status object.	Optional
mode	The mode in which the request is created. Choose one of the listed options or provide a dictionary representing a mode object.	Optional
level	Level of the request. Choose one of the listed options or provide a dictionary representing a level object.	Optional
urgency	Urgency of the request. Choose one of the listed options or provide a dictionary representing an urgency object.	Optional
priority	Priority of the request. Choose one of the listed options or provide a dictionary representing a priority object.	Optional
service_category	Service category to which this request belongs. String representing the category's name.	Optional
requester	Indicates the requester of this request. Type the name of the requester as a string or a dictionary representing a requester object.	Optional
assets	Array of asset objects associated to this request	Optional
site	Denotes the site to which this request belongs. Type a site name or provide a dictionary representing a site object.	Optional
group	Group to which this request belongs. Type the name of the group or a dictionary representing a group object.	Optional
technician	Technician assigned to this request. Type the name of the technician or a dictionary representing a technician object.	Optional
category	Category to which the request belongs. Fill in the name of the category or a dictionary representing a category object.	Optional
subcategory	Subcategory to which this request belongs. Fill in the name of the subcategory or a dictionary representing a subcategory object.	Optional
item	Item of this request. Fill in the item's name or a dictionary representing an item object.	Optional
email_ids_to_notify	Array of Email ids, which needs to be notified about the happenings of this request	Optional
is_fcr	Boolean value indicating if the request has been marked as First Call Resolution	Optional
resources	Holds the resource data mapped to the request	Optional
udf_fields	Holds udf fields' values associated with the request. Input format: A string of the form "key1:value1,key2:value2" or a dictionary of the form "{'key1':'val1','key2':'val2'}"	Optional

Note:

Fields that represent an object can be filled either by providing the name only or the entire object. For example, the technician parameter can be defined either by filling technician="First Last" or technician="{'name':'First Last', 'id':'12345', 'email_id':'email@paloaltonetworks.com'}"

Context Output#

Path	Type	Description
ServiceDeskPlus.Request.Requester	Unknown	The requester of the request
ServiceDeskPlus.Request.CreatedTime	Date	The time the request was created
ServiceDeskPlus.Request.Template	Unknown	The template that was used to create the request
ServiceDeskPlus.Request.DisplayId	String	The display id of the request
ServiceDeskPlus.Request.Id	String	The unique id of the request
ServiceDeskPlus.Request.Subject	String	The subject of the request
ServiceDeskPlus.Request.Technician	String	The technician that was assigned to the request
ServiceDeskPlus.Request.Status	String	The status of the request
ServiceDeskPlus.Request.DueByTime	Date	The due date of the request
ServiceDeskPlus.Request.Group	String	The group to which the request belongs
ServiceDeskPlus.Request.IsServiceRequest	Boolean	Indicates whether the request is a service request or not
ServiceDeskPlus.Request.CancellationRequested	Boolean	Indicates whether a cancellation was requested
ServiceDeskPlus.Request.HasNotes	Boolean	Indicates whether the command has notes or not

Command Example#

!service-desk-plus-request-create subject="Create New Request" requester="{'name':'First Last'}"

Context Example#

{
    "ServiceDeskPlus": {
        "Request": {
            "CancellationRequested": false,
            "CreatedBy": {
                "department": null,
                "email_id": "email@paloaltonetworks.com",
                "id": "123640000000142582",
                "is_technician": true,
                "is_vip_user": false,
                "mobile": null,
                "name": "First Last",
                "phone": null,
                "photo_url": "https://contacts.zoho.com/file?exp=10&ID=712874208&t=user&height=60&width=60",
                "sms_mail": null
            },
            "CreatedTime": "2020-07-01T08:17:06.000Z",
            "DisplayId": "181",
            "HasAttachments": false,
            "HasLinkedRequests": false,
            "HasNotes": false,
            "HasProblem": false,
            "HasProject": false,
            "HasRequestInitiatedChange": false,
            "Id": "123640000000276021",
            "IsEscalated": false,
            "IsFcr": false,
            "IsFirstResponseOverdue": false,
            "IsOverdue": false,
            "IsRead": false,
            "IsReopened": false,
            "IsServiceRequest": false,
            "IsTrashed": false,
            "LastUpdatedTime": "2020-07-01T08:17:06.000Z",
            "Requester": {
                "department": null,
                "email_id": null,
                "id": "123640000000244019",
                "is_technician": false,
                "is_vip_user": false,
                "mobile": null,
                "name": "First Last",
                "phone": null,
                "photo_url": "https://contacts.zoho.com/file?exp=10&ID=-1&t=user&height=60&width=60",
                "sms_mail": null
            },
            "Status": "Open",
            "Subject": "Create New Request",
            "Template": {
                "id": "123640000000006655",
                "name": "Default Request"
            },
            "TimeElapsed": "0",
            "UdfFields": {
                "udf_char2": "def test"
            },
            "UnrepliedCount": 0
        }
    }
}

Human Readable Output#

Service Desk Plus request was successfully created#
CreatedTime Id Requester Status Subject
2020-07-01T08:17:06.000Z 123640000000276021 First Last Open Create New Request

CreatedTime	Id	Requester	Status	Subject
2020-07-01T08:17:06.000Z	123640000000276021	First Last	Open	Create New Request

service-desk-plus-request-update#

Update the request with the given request id.

Base Command#

service-desk-plus-request-update

Input#

Argument Name	Description	Required
request_id	The ID of this request	Required
subject	Subject of this request	Optional
description	Description of this request	Optional
request_type	Type of this request. Choose one of the listed options or provide a dictionary representing a request_type object.	Optional
impact	Impact of this request. Choose one of the listed options or provide a dictionary representing an impact object.	Optional
status	Indicates the current status of this request. Choose one of the listed options or provide a dictionary representing a status object.	Optional
mode	The mode in which the request is created. Choose one of the listed options or provide a dictionary representing a mode object.	Optional
level	Level of the request. Choose one of the listed options or provide a dictionary representing a level object.	Optional
urgency	Urgency of the request. Choose one of the listed options or provide a dictionary representing an urgency object.	Optional
priority	Priority of the request. Choose one of the listed options or provide a dictionary representing a priority object.	Optional
service_category	Service category to which this request belongs. String representing the category's name.	Optional
requester	Indicates the requester of this request. Type the name of the requester as a string or a dictionary representing a requester object.	Optional
assets	Array of asset objects associated to this request	Optional
site	Denotes the site to which this request belongs. Type a site name or provide a dictionary representing a site object.	Optional
group	Group to which this request belongs. Type the name of the group or a dictionary representing a group object.	Optional
technician	Technician assigned to this request. Type the name of the technician or a dictionary representing a technician object.	Optional
category	Category to which the request belongs. Fill in the name of the category or a dictionary representing a category object.	Optional
subcategory	Subcategory to which this request belongs. Fill in the name of the subcategory or a dictionary representing a subcategory object.	Optional
item	Item of this request. Fill in the item's name or a dictionary representing an item object.	Optional
email_ids_to_notify	Array of Email ids, which needs to be notified about the happenings of this request	Optional
is_fcr	Boolean value indicating if the request has been marked as First Call Resolution	Optional
resources	Holds the resource data mapped to the request	Optional
udf_fields	Holds udf fields' values associated with the request. Input format: A string of the form "key1:value1,key2:value2" or a dictionary of the form "{'key1':'val1','key2':'val2'}"	Optional
update_reason	The reason for updating this request	Optional
status_change_comments	Comments added while changing the request's status	Optional

Context Output#

Path	Type	Description
ServiceDeskPlus.Request.Requester	Unknown	The requester of the request
ServiceDeskPlus.Request.CreatedTime	Date	The time the request was created
ServiceDeskPlus.Request.Template	Unknown	The template that was used to create the request
ServiceDeskPlus.Request.DisplayId	String	The display id of the request
ServiceDeskPlus.Request.Id	String	The unique id of the request
ServiceDeskPlus.Request.Subject	String	The subject of the request
ServiceDeskPlus.Request.Technician	String	The technician that was assigned to the request
ServiceDeskPlus.Request.Status	String	The status of the request
ServiceDeskPlus.Request.DueByTime	Date	The due date of the request
ServiceDeskPlus.Request.Group	String	The group to which the request belongs
ServiceDeskPlus.Request.IsServiceRequest	Boolean	Indicates whether the request is a service request or not
ServiceDeskPlus.Request.CancellationRequested	Boolean	Indicates whether a cancellation was requested
ServiceDeskPlus.Request.HasNotes	Boolean	Indicates whether the command has notes or not

Command Example#

!service-desk-plus-request-update request_id=123640000000284007 subject="Update Existing Request"

Context Example#

{
    "ServiceDeskPlus": {
        "Request": {
            "CancellationRequested": false,
            "CreatedBy": {
                "department": null,
                "email_id": "email@paloaltonetworks.com",
                "id": "123640000000142582",
                "is_technician": true,
                "is_vip_user": false,
                "mobile": null,
                "name": "First Last",
                "phone": null,
                "photo_url": "https://contacts.zoho.com/file?exp=10&ID=712874208&t=user&height=60&width=60",
                "sms_mail": null
            },
            "CreatedTime": "2020-07-01T07:41:14.000Z",
            "DisplayId": "177",
            "Group": {
                "deleted": false,
                "id": "123640000000006681",
                "name": "Network",
                "site": null
            },
            "HasAttachments": false,
            "HasLinkedRequests": false,
            "HasNotes": false,
            "HasProblem": false,
            "HasProject": false,
            "HasRequestInitiatedChange": false,
            "Id": "123640000000284007",
            "IsEscalated": false,
            "IsFcr": false,
            "IsFirstResponseOverdue": false,
            "IsOverdue": false,
            "IsRead": false,
            "IsReopened": true,
            "IsServiceRequest": false,
            "IsTrashed": false,
            "LastUpdatedTime": "2020-07-01T08:17:08.000Z",
            "Requester": {
                "department": null,
                "email_id": null,
                "id": "123640000000244019",
                "is_technician": false,
                "is_vip_user": false,
                "mobile": null,
                "name": "First Last",
                "phone": null,
                "photo_url": "https://contacts.zoho.com/file?exp=10&ID=-1&t=user&height=60&width=60",
                "sms_mail": null
            },
            "Resolution": {
                "content": "Resolution Content"
            },
            "RespondedTime": "2020-07-01T08:12:31.000Z",
            "Status": "Open",
            "Subject": "Update Existing Request",
            "Template": {
                "id": "123640000000006655",
                "name": "Default Request"
            },
            "TimeElapsed": "0",
            "UdfFields": {
                "udf_char2": "def test"
            },
            "UnrepliedCount": 0
        }
    }
}

Human Readable Output#

Service Desk Plus request was successfully updated#
CreatedTime Id Requester Status Subject
2020-07-01T07:41:14.000Z 123640000000284007 First Last Open Update Existing Request

CreatedTime	Id	Requester	Status	Subject
2020-07-01T07:41:14.000Z	123640000000284007	First Last	Open	Update Existing Request

service-desk-plus-request-assign#

Assigns the request with the given request id to a technician/group

Base Command#

service-desk-plus-request-assign

Input#

Argument Name	Description	Required
request_id	The id of the request that should be assigned	Required
technician	The name of the technician that should be assigned to the request	Optional
group	The name of the group that should be assigned to the request	Optional

Context Output#

There is no context output for this command.

Command Example#

!service-desk-plus-request-assign request_id=123640000000284007 group="Network"

Context Example#

{}

Human Readable Output#

Service Desk Plus request 123640000000284007 was successfully assigned#

service-desk-plus-request-pickup#

Allows the technician to pickup the request with the given request id on his name.

Base Command#

service-desk-plus-request-pickup

Input#

Argument Name	Description	Required
request_id	The id of the request that should be picked up	Required

Context Output#

There is no context output for this command.

Command Example#

!service-desk-plus-request-pickup request_id=123640000000279001

Context Example#

{}

Human Readable Output#

Service Desk Plus request 123640000000279001 was successfully picked up#

service-desk-plus-linked-request-list#

Gets a list with all the linked requests under a request

Base Command#

service-desk-plus-linked-request-list

Input#

Argument Name	Description	Required
request_id	The request for which the linked requests are requested	Required

Context Output#

Path	Type	Description
ServiceDeskPlus.Request.LinkRequests.Comments	Unknown	The comment that was added to the linked request
ServiceDeskPlus.Request.LinkRequests.LinkedRequest	Unknown	The linked request information

Command Example#

!service-desk-plus-linked-request-list request_id=123640000000284007

Context Example#

{
    "ServiceDeskPlus": {
        "Request": {
            "LinkRequests": [
                {
                    "LinkedRequest": {
                        "display_id": "179",
                        "id": "123640000000288001",
                        "subject": "Request for List",
                        "udf_fields": {
                            "udf_char1": null,
                            "udf_char2": "def test",
                            "udf_char3": null
                        }
                    }
                }
            ]
        }
    }
}

Human Readable Output#

Linked requests to request 123640000000284007#
LinkedRequest
subject: Request for List
id: 123640000000288001
udf_fields: {"udf_char1": null, "udf_char2": "def test", "udf_char3": null}
display_id: 179

LinkedRequest
subject: Request for List id: 123640000000288001 udf_fields: {"udf_char1": null, "udf_char2": "def test", "udf_char3": null} display_id: 179

service-desk-plus-request-resolution-add#

Adds a resolution to the given request

Base Command#

service-desk-plus-request-resolution-add

Input#

Argument Name	Description	Required
request_id	The id of the request for which the resolution should be added	Required
resolution_content	The content of the resolution that should be added to the request	Optional
add_to_linked_requests	A boolean value indicating whether the same resolution should be added to all linked request of the request	Optional

Context Output#

There is no context output for this command.

Command Example#

!service-desk-plus-request-resolution-add request_id=123640000000284007 resolution_content="Resolution Content"

Context Example#

{}

Human Readable Output#

Resolution was successfully added to 123640000000284007#

service-desk-plus-request-resolutions-list#

Gets the resolution to the given request

Base Command#

service-desk-plus-request-resolutions-list

Input#

Argument Name	Description	Required
request_id	The id of the request for which the resolution is desired	Required

Context Output#

Path	Type	Description
ServiceDeskPlus.Request.Resolution.Content	Unknown	The content of the resolution of the request
ServiceDeskPlus.Request.Resolution.SubmittedBy	Unknown	The details of who submitted the resolution
ServiceDeskPlus.Request.Resolution.SubmittedOn	Unknown	The date the resolution was submitted
ServiceDeskPlus.Request.Resolution.ResolutionAttachments	Unknown	The attachments that were added to the resolution

Command Example#

!service-desk-plus-request-resolutions-list request_id=123640000000284007

Context Example#

{
    "ServiceDeskPlus": {
        "Request": {
            "Resolution": {
                "Content": "Resolution Content",
                "SubmittedBy": {
                    "department": null,
                    "email_id": "email@paloaltonetworks.com",
                    "id": "123640000000142582",
                    "is_technician": true,
                    "is_vip_user": false,
                    "mobile": null,
                    "name": "First Last",
                    "phone": null,
                    "photo_url": "https://contacts.zoho.com/file?exp=10&ID=712874208&t=user&height=60&width=60",
                    "sms_mail": null
                },
                "SubmittedOn": "2020-07-01T08:12:31.000Z"
            }
        }
    }
}

Human Readable Output#

Resolution of request 123640000000284007#
Content SubmittedBy SubmittedOn
Resolution Content First Last 2020-07-01T08:12:31.000Z

Content	SubmittedBy	SubmittedOn
Resolution Content	First Last	2020-07-01T08:12:31.000Z

service-desk-plus-generate-refresh-token#

This function generates the refresh token that should be used in the instance configurations

Base Command#

service-desk-plus-generate-refresh-token

Input#

Argument Name	Description	Required
code	The code received when creating the application	Required

Context Output#

There is no context output for this command.

Command Example#

!service-desk-plus-generate-refresh-token code=1000.ceb0e1b783c1e9647171e46a92bb444c.61adef3ee9d50c4a83e505ceee06d5b4

Context Example#

{}

Human Readable Output#

###Refresh Token: 1000.75a65edeb42492fedd0215d301d7a136.1ab14n19a900950205b44d033472de49 Please paste the Refresh Token in the instance configuration and save it for future use.

service-desk-plus-link-request-modify#

Link or Unlink multiple commands

Base Command#

service-desk-plus-link-request-modify

Input#

Argument Name	Description	Required
request_id	The id of the request for which the links should be modified	Required
action	Link / Unlink this request with the given requests	Required
linked_requests_id	The IDs of the requests that should be linked to the given request. Multiple IDs can be passed, separated by a comma	Required
comment	The comment that should be added when linking requests (optional).	Optional

Context Output#

There is no context output for this command.

Command Example#

!service-desk-plus-link-request-modify action=Link request_id=123640000000284007 linked_requests_id=123640000000288001

Context Example#

{}

Human Readable Output#

Request successfully linked#

service-desk-plus-request-close#

Closes the specified request.

Base Command#

service-desk-plus-request-close

Input#

Argument Name	Description	Required
closure_comments	The comments that should be added when closing the request	Optional
closure_code	The closure code to add to the request. Can be "Cancelled", "Failed", "Postponed", "Rejected", "Success" or "Unable to Reproduce"	Optional
requester_ack_comments	The requester comments that should be added to the request	Optional
requester_ack_resolution	Boolean.	Optional
request_id	The id of the request that should be closed	Required

Context Output#

There is no context output for this command.

Command Example#

!service-desk-plus-request-close request_id=123640000000288001

Context Example#

{}

Human Readable Output#

Successfully closed request 123640000000288001#