Service Desk Plus (On-Premise)

IT Service Management

Configure ServiceDeskPlus (On-Premise) on Cortex XSOAR#

  1. Navigate to Settings > Integrations > Servers & Services.
  2. Search for ServiceDeskPlus (On-Premise).
  3. Click Add instance to create and configure a new integration instance.

Instance Creation Flow#

To create an instance for Service Desk Plus, an On-Premises Server URL and a Technician Key are required.

Follow the next steps to create an instance:

  1. Enter the Server URL info.
  2. Enter the Technician Key.
  3. Click the Test button to validate the instance.

NOTES

ParameterDescriptionRequired
server_urlServer URL to connect toTrue
technician_keyTechnician KeyTrue
isFetchFetch incidentsFalse
incidentTypeIncident typeFalse
insecureTrust any certificate (not secure)False
proxyUse system proxy settingsFalse
fetch_statusThe status of the requests that should be fetched. Multiple status can be entered, separated by a comma.False
fetch_timeFirst fetch time range (<number> <time unit>, e.g., 1 hour, 30 minutes)False
fetch_limitThe maximum number of incidents that should be fetched each timeFalse
fetch_filterUse 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
  1. Click Test to validate the URLs, token, and connection.

Commands#

You can execute these commands from the Demisto 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 NameDescriptionRequired
request_idThe unique request id of the request that should be shown.Optional
start_indexUse this to get a list of tasks starting from this index.
e.g: 6
Optional
page_sizeUse 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_fieldsThe 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_byThe name of the filter that should be used. e.g {“name”:“My_Open”}Optional

Context Output#

PathTypeDescription
ServiceDeskPlus.Request.RequesterUnknownThe requester of the request
ServiceDeskPlus.Request.CreatedTimeDateThe time the request was created
ServiceDeskPlus.Request.TemplateUnknownThe template that was used to create the request
ServiceDeskPlus.Request.DisplayIdStringThe display id of the request
ServiceDeskPlus.Request.IdStringThe unique id of the request
ServiceDeskPlus.Request.SubjectStringThe subject of the request
ServiceDeskPlus.Request.TechnicianStringThe technician that was assigned to the request
ServiceDeskPlus.Request.StatusStringThe status of the request
ServiceDeskPlus.Request.DueByTimeDateThe due date of the request
ServiceDeskPlus.Request.GroupStringThe group to which the request belongs
ServiceDeskPlus.Request.IsServiceRequestBooleanIndicates whether the request is a service request or not
ServiceDeskPlus.Request.CancellationRequestedBooleanIndicates whether a cancellation was requested
ServiceDeskPlus.Request.HasNotesBooleanIndicates 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#

CreatedTimeIdRequesterStatusSubject
2020-06-30T15:27:33.000Z123640000000279007First LastOpenUpdate Existing Request
2020-07-01T08:03:12.000Z123640000000281015First LastOpenCreate 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 NameDescriptionRequired
request_idThe id of the request that should be deletedRequired

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 NameDescriptionRequired
subjectSubject of this requestRequired
descriptionDescription of this requestOptional
request_typeType of this request. Choose one of the listed options or provide a dictionary representing a request_type object.Optional
impactImpact of this request. Choose one of the listed options or provide a dictionary representing an impact object.Optional
statusIndicates the current status of this request. Choose one of the listed options or provide a dictionary representing a status object.Optional
modeThe mode in which the request is created. Choose one of the listed options or provide a dictionary representing a mode object.Optional
levelLevel of the request. Choose one of the listed options or provide a dictionary representing a level object.Optional
urgencyUrgency of the request. Choose one of the listed options or provide a dictionary representing an urgency object.Optional
priorityPriority of the request. Choose one of the listed options or provide a dictionary representing a priority object.Optional
service_categoryService category to which this request belongs. String representing the category's name.Optional
requesterIndicates the requester of this request. Type the name of the requester as a string or a dictionary representing a requester object.Optional
assetsArray of asset objects associated to this requestOptional
siteDenotes the site to which this request belongs. Type a site name or provide a dictionary representing a site object.Optional
groupGroup to which this request belongs. Type the name of the group or a dictionary representing a group object.Optional
technicianTechnician assigned to this request. Type the name of the technician or a dictionary representing a technician object.Optional
categoryCategory to which the request belongs. Fill in the name of the category or a dictionary representing a category object.Optional
subcategorySubcategory to which this request belongs. Fill in the name of the subcategory or a dictionary representing a subcategory object.Optional
itemItem of this request. Fill in the item's name or a dictionary representing an item object.Optional
email_ids_to_notifyArray of Email ids, which needs to be notified about the happenings of this requestOptional
is_fcrBoolean value indicating if the request has been marked as First Call ResolutionOptional
resourcesHolds the resource data mapped to the requestOptional
udf_fieldsHolds 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#

PathTypeDescription
ServiceDeskPlus.Request.RequesterUnknownThe requester of the request
ServiceDeskPlus.Request.CreatedTimeDateThe time the request was created
ServiceDeskPlus.Request.TemplateUnknownThe template that was used to create the request
ServiceDeskPlus.Request.DisplayIdStringThe display id of the request
ServiceDeskPlus.Request.IdStringThe unique id of the request
ServiceDeskPlus.Request.SubjectStringThe subject of the request
ServiceDeskPlus.Request.TechnicianStringThe technician that was assigned to the request
ServiceDeskPlus.Request.StatusStringThe status of the request
ServiceDeskPlus.Request.DueByTimeDateThe due date of the request
ServiceDeskPlus.Request.GroupStringThe group to which the request belongs
ServiceDeskPlus.Request.IsServiceRequestBooleanIndicates whether the request is a service request or not
ServiceDeskPlus.Request.CancellationRequestedBooleanIndicates whether a cancellation was requested
ServiceDeskPlus.Request.HasNotesBooleanIndicates 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#

CreatedTimeIdRequesterStatusSubject
2020-07-01T08:17:06.000Z123640000000276021First LastOpenCreate New Request

service-desk-plus-request-update#


Update the request with the given request id.

Base Command#

service-desk-plus-request-update

Input#

Argument NameDescriptionRequired
request_idThe ID of this requestRequired
subjectSubject of this requestOptional
descriptionDescription of this requestOptional
request_typeType of this request. Choose one of the listed options or provide a dictionary representing a request_type object.Optional
impactImpact of this request. Choose one of the listed options or provide a dictionary representing an impact object.Optional
statusIndicates the current status of this request. Choose one of the listed options or provide a dictionary representing a status object.Optional
modeThe mode in which the request is created. Choose one of the listed options or provide a dictionary representing a mode object.Optional
levelLevel of the request. Choose one of the listed options or provide a dictionary representing a level object.Optional
urgencyUrgency of the request. Choose one of the listed options or provide a dictionary representing an urgency object.Optional
priorityPriority of the request. Choose one of the listed options or provide a dictionary representing a priority object.Optional
service_categoryService category to which this request belongs. String representing the category's name.Optional
requesterIndicates the requester of this request. Type the name of the requester as a string or a dictionary representing a requester object.Optional
assetsArray of asset objects associated to this requestOptional
siteDenotes the site to which this request belongs. Type a site name or provide a dictionary representing a site object.Optional
groupGroup to which this request belongs. Type the name of the group or a dictionary representing a group object.Optional
technicianTechnician assigned to this request. Type the name of the technician or a dictionary representing a technician object.Optional
categoryCategory to which the request belongs. Fill in the name of the category or a dictionary representing a category object.Optional
subcategorySubcategory to which this request belongs. Fill in the name of the subcategory or a dictionary representing a subcategory object.Optional
itemItem of this request. Fill in the item's name or a dictionary representing an item object.Optional
email_ids_to_notifyArray of Email ids, which needs to be notified about the happenings of this requestOptional
is_fcrBoolean value indicating if the request has been marked as First Call ResolutionOptional
resourcesHolds the resource data mapped to the requestOptional
udf_fieldsHolds 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_reasonThe reason for updating this requestOptional
status_change_commentsComments added while changing the request's statusOptional

Context Output#

PathTypeDescription
ServiceDeskPlus.Request.RequesterUnknownThe requester of the request
ServiceDeskPlus.Request.CreatedTimeDateThe time the request was created
ServiceDeskPlus.Request.TemplateUnknownThe template that was used to create the request
ServiceDeskPlus.Request.DisplayIdStringThe display id of the request
ServiceDeskPlus.Request.IdStringThe unique id of the request
ServiceDeskPlus.Request.SubjectStringThe subject of the request
ServiceDeskPlus.Request.TechnicianStringThe technician that was assigned to the request
ServiceDeskPlus.Request.StatusStringThe status of the request
ServiceDeskPlus.Request.DueByTimeDateThe due date of the request
ServiceDeskPlus.Request.GroupStringThe group to which the request belongs
ServiceDeskPlus.Request.IsServiceRequestBooleanIndicates whether the request is a service request or not
ServiceDeskPlus.Request.CancellationRequestedBooleanIndicates whether a cancellation was requested
ServiceDeskPlus.Request.HasNotesBooleanIndicates 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#

CreatedTimeIdRequesterStatusSubject
2020-07-01T07:41:14.000Z123640000000284007First LastOpenUpdate 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 NameDescriptionRequired
request_idThe id of the request that should be assignedRequired
technicianThe name of the technician that should be assigned to the requestOptional
groupThe name of the group that should be assigned to the requestOptional

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 NameDescriptionRequired
request_idThe id of the request that should be picked upRequired

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 NameDescriptionRequired
request_idThe request for which the linked requests are requestedRequired

Context Output#

PathTypeDescription
ServiceDeskPlus.Request.LinkRequests.CommentsUnknownThe comment that was added to the linked request
ServiceDeskPlus.Request.LinkRequests.LinkedRequestUnknownThe 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

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


Adds a resolution to the given request

Base Command#

service-desk-plus-request-resolution-add

Input#

Argument NameDescriptionRequired
request_idThe id of the request for which the resolution should be addedRequired
resolution_contentThe content of the resolution that should be added to the requestOptional
add_to_linked_requestsA boolean value indicating whether the same resolution should be added to all linked request of the requestOptional

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 NameDescriptionRequired
request_idThe id of the request for which the resolution is desiredRequired

Context Output#

PathTypeDescription
ServiceDeskPlus.Request.Resolution.ContentUnknownThe content of the resolution of the request
ServiceDeskPlus.Request.Resolution.SubmittedByUnknownThe details of who submitted the resolution
ServiceDeskPlus.Request.Resolution.SubmittedOnUnknownThe date the resolution was submitted
ServiceDeskPlus.Request.Resolution.ResolutionAttachmentsUnknownThe 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#

ContentSubmittedBySubmittedOn
Resolution ContentFirst Last2020-07-01T08:12:31.000Z

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


Link or Unlink multiple commands

Base Command#

service-desk-plus-link-request-modify

Input#

Argument NameDescriptionRequired
request_idThe id of the request for which the links should be modifiedRequired
actionLink / Unlink this request with the given requestsRequired
linked_requests_idThe IDs of the requests that should be linked to the given request. Multiple IDs can be passed, separated by a commaRequired
commentThe 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 NameDescriptionRequired
closure_commentsThe comments that should be added when closing the requestOptional
closure_codeThe closure code to add to the request. Can be "Cancelled", "Failed", "Postponed", "Rejected", "Success" or "Unable to Reproduce"Optional
requester_ack_commentsThe requester comments that should be added to the requestOptional
requester_ack_resolutionBoolean.Optional
request_idThe id of the request that should be closedRequired

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#