ManageEngine “ServiceDesk Plus” Integration with AppDynamics
“ServiceDesk Plus” is an IT help desk application, it is one of ManageEngine’s
products. Part of its functionality is to assist support teams to manage and keep track
of support tickets https://www.manageengine.com/products/service-desk.
The tool comes with an Application Programming Interface (API) which allows the
integration of various applications and facilitates sharing data between them
https://www.manageengine.com/products/service-desk/faq-api-modules.html
ServiceDesk Plus accepts HTTP POST requests in JSON and XML format. JSON
being the more flexible option when integrating it with AppDynamics HTTP Requests
Templates.
AppDynamics’ ability to send HTTP Requests to a given destination,
allows users to leverage ServiceDesk Plus’ API and enables the generation of
automated support tickets. Information such as type, severity, time of the event
are some of the details that can be sent to ServiceDesk Plus when an
AppDynamics health rule triggers an event.
Implementation Steps
1. Obtain the ServiceDesk Plus Technician Key which is required for
authentication purposes (refer to the documentation for more details) https://www.manageengine.com/products/servicedesk/help/adminguide/api/rest-api.html
2. Using a Web browser, build and test the URL capable of posting the request
to ServiceDesk Plus and confirm that the call is successful
URL Breakdown:
http://192.168.99.100/sdpapi/request/?INPUT_DATA={%22operation%22:{%2
2details%22:{%22requester%22:%22John%20Smith%22,%20%22subject%2
2:%22AppDynamics%20Alert%22,%22description%22:%22Test%22,%22prio
rity%22:%22High%22,%22site%22:%22London%22,%22group%22:%22IT%2
0Support%22,%22technician%22:%22Peter%20Jones%22,%22status%22:%
22open%22}}}&OPERATION_NAME=ADD_REQUEST&TECHNICIAN_KEY=
XXXXXX-XXXXXXXXX-XXXXXXXX&format=json
ServiceDesk Plus API access: http://192.168.99.100/sdpapi/
Module operation: /request/
Input type: INPUT_DATA
Payload:
{%22operation%22:{%22details%22:{%22requester%22:%22John%20Smith
%22,%20%22subject%22:%22AppDynamics%20Alert%22,%22description%2
2:%22Test%22,%22priority%22:%22High%22,%22site%22:%22London%22,
%22group%22:%22IT%20Support%22,%22technician%22:%22Peter%20Jon
es%22,%22status%22:%22open%22}}}
Operation name: OPERATION_NAME=ADD_REQUEST
Technician key: TECHNICIAN_KEY=XXXXXX-XXXXXXXXX-XXXXXXXX
Format: format=json
3. Create an AppDynamics HTTP request template. Custom variables can be
created in order to keep the Request URL as short as possible.
Variables section:
In the Request URL section, complete the Raw URL textbox by entering the
URL built in step 2
The success criteria could be based on the http response code 200.
4. With the above steps in place it is possible to create an AppDynamics Alert &
Respond Action based on the HTTP request template. The variables
declared in the template can then be customised depending on the health rule
event.
5. Finally, an AppDynamics Alert & Respond Policy can be created to combine
the desired Health Rule with the Action from step 4.
6. You can keep track of the health rules violations and the actions executed by
going to the Events section within AppDynamics: