Third Party Integration with ServiceDesk Plus: A Standardised Approach

In today’s fast-paced IT landscape, businesses rely on third-party application integrations to streamline workflows and enhance operational efficiency. To unlock the full potential of these applications, seamless integration with core IT management systems like ServiceDesk Plus is essential. This article outlines Set3 Solutions’ standardised approach to Third Party Integration with ServiceDesk Plus, providing a clear workflow for effective implementation. Contact us today to implement this in your environment.

Standardised Workflow for Third Party Integration with ServiceDesk Plus

Integrating third-party applications with ServiceDesk Plus requires a structured process leveraging the ServiceDesk Plus Mail Service, the ServiceDesk Plus Application Layer, and third-party APIs. Here’s a step-by-step breakdown:

1. Business Rule Group

Business rules in ServiceDesk Plus automate third-party communication:

• Inbound Email Notifications: When an external email is received via the Mail Service, it triggers the creation of a request using a predefined incident or service template.
• Outbound Email Notifications: Automated notifications update third-party systems using their reference IDs.

These automated email interactions ensure efficient communication between ServiceDesk Plus and external applications.

2. Triggering Actions – Email Replies, Notes, and Tasks

All actions — such as replies, notes, or tasks — are captured and processed by a designated trigger group for third-party interactions. This ensures complete traceability and seamless execution of tasks.

3. Custom Functions and Global Mappings

Integration may involve configurable API-driven components:

• Custom Functions for Third-Party Actions: Standardised code snippets improve efficiency.
• Global Field Mapping Functions: Ensure compatibility between ServiceDesk Plus and third-party fields.
• Global Functions for Available Actions: Custom code facilitates specific third-party actions while reducing complexity.

This approach provides an alternative integration method beyond email, enabling smooth data exchange via API interactions.

4. Third-Party API and Callbacks

For enhanced automation, predefined webhooks and callback functions support real-time data exchange:

• Webhooks: Trigger external URLs or APIs for seamless communication between ServiceDesk Plus and third-party applications.
• Callback Mechanism: Custom callback functions manipulate data within SD+ when triggered by external events.

5. ServiceDesk Plus Database and Application Layer

The Servicedesk Plus Application Layer and Database form the backbone of this integration, ensuring reliability and consistent performance for all triggers, mappings, and actions.e and consistent performance.

Benefits of Standardised Third Party Integration with ServiceDesk Plus

• Scalability: Easily add new third-party integrations as business needs evolve.
• Efficiency: Reusable components minimise development time and effort.
• Traceability: Action logs and notes ensure complete auditing and compliance.
• Customisation: Tailored global functions enable compatibility with diverse third-party APIs.

Conclusion

Whilst ManageEngine does provide contracted support, Set3 Solutions offers tailored assistance to help clients maximise their investment in ServiceDesk Plus. Our expertise ensures seamless third-party integrations, reducing manual effort and improving efficiency. Find out more about our services here.

If you’re struggling with Third Party Integration with ServiceDesk Plus or facing similar challenges, our team is here to help. Contact your local UK partner today to discuss your requirements.