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Integrate Opsgenie with ManageEngine ServiceDesk Plus

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What does Opsgenie offer ManageEngine users?

Use Opsgenie’s ManageEngine Integration to forward ServiceDesk plus requests to Opsgenie. Opsgenie determines the right people to notify based on on-call schedules– notifies via email, text messages (SMS), phone calls, iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed.

Functionality of the integration

When a request captured in ManageEngine ServiceDesk Plus, an alert is created in Opsgenie. When a request is edited with a closed status, the same alert is closed on Opsgenie.

Add ManageEngine ServiceDesk Plus Integration in Opsgenie

You can add this integration from your team dashboard

If you're using Opsgenie's Free or Essentials plan, or if you’re using Opsgenie with Jira Service Management's Standard plan, you can only add this integration from your team dashboard as the Integrations page under Settings is not available in your plan.

Adding the integration from your team dashboard will make your team the owner of the integration. This means Opsgenie will assign the alerts received through this integration to your team only.

To do that,

  1. Go to your team’s dashboard from Teams,

  2. Select Integrations, and select Add integration.

Follow the rest of the steps to complete the integration.

  1. Go to Settings > Integrations. Search for ManageEngine and select Add

  2. Specify who is notified of ManageEngine alerts using the Responders field. Autocomplete suggestions are provided as you type.

  3. Copy the integration URL which includes Opsgenie endpoint as well as the API key.

  4. Select Save Integration.

Configuration in ManageEngine

  1. In ManageEngineServiceDesk Plus, click the Gear button on the navigation at the top of the page.

  2. Select Custom Actions. Then select Webhooks. Click New Webhook.

  3. Populate the WebHook URL field with the integration URL copied previously while saving the integration in Opsgenie.

  4. In the "Headers" field enter Content-Type as key and application/json as value.

  5. Paste this text to your message body.

  6. Click Save.

  7. Click the "Triggers" tab. Select Custom Actions -> *Webhook. Select the webhook created previously.

  8. Alert properties are configured from ManageEngine Integration / Advanced Settings page.

  9. ​All set! Now manage ManageEngine alerts at Opsgenie and leverage its full alerting functionality.

ManageEngine webhook
ManageEngine new trigger for request

Sample Webhook Message from Opsgenie ManageEngine ServiceDesk Plus

JSON

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 { "id": "64103000000098059", "requester": "{'email_id':'randomperson@hotmail.com','sms_mail':null,'phone':null,'name':'Metehan Yıldırım','id':'64103000000090186','photo_url':'https://contacts.zoho.com/file?exp=10&ID=671724284&t=user&height=60&width=60','department':null}", "category": "{'name':'General','id':'64103000000006685'}", "subcategory": "{'name':'Firewall','id':'64103000000006741'}", "technician": "{'email_id':'randommail@hotmail.com','cost_per_hour':'0','name':'Metehan Yıldırım','contact_info_id':'64103000000090184','id':'64103000000090186','zuid':'671724284'}", "subject": "asdsadsad", "priority": "{'color':'#ff0000','name':'High','id':'64103000000006805'}", "mode": "{'name':'Phone Call','id':'64103000000006669'}", "urgency": "{'name':'High','id':'64103000000007919'}", "status": "{'in_progress':false,'internal_name':'Resolved','color':'#00ff66','name':'Resolved','id':'64103000000006663'}", "is_escalated": "false", "notification_status": "", "resolved_time": "Jul 26, 2018 03:42 PM", "requester_ack_comments": "", "request_type": "{'name':'Incident','id':'64103000000008391'}", "responded_time": "", "requester_ack_resolution": "", "created_time": "Jul 26, 2018 03:42 PM", "created_by": "{'email_id':'metehannyildirim@hotmail.com','sms_mail':null,'phone':null,'name':'Metehan Yıldırım','id':'64103000000090186','photo_url':'https://contacts.zoho.com/file?exp=10&ID=671724284&t=user&height=60&width=60','department':null}", "completed_time": "", "template": "{'name':'Default Request','id':'64103000000006655'}", "approval_status": "", "scheduled_time": "", "service_category": "{'name':'Corporate Website','id':'64103000000007945'}", "site": "{'name':'asdasd','id':'64103000000099093'}", "deleted_time": "", "display_id": "6", "due_by_time": "Jul 30, 2018 11:37 AM", "group": "{'site':null,'name':'Hardware Problems','id':'64103000000006679'}", "has_notes": "false", "impact":"{'name':'Affects Department','id':'64103000000008039'}", "impact_details":"asdasdasdasd", "subcategory":"{'name':'Microsoft .Net Framework','id':'64103000000006727'}" }

This payload is parsed by Opsgenie as:

JSON

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 { "id": "64103000000098059", "technician_mail": "randommail@hotmail.com", "priority":"High", "subject":"Printer failure", "category_name":"General", "description":null, "department":null, "requester_email":"randomperson@hotmail.com", "mode_name":"Phone Call", "urgency_name":"High", "request_type_name":"Incident", "level":null, "group_name":"Hardware Problems", "notification_status":"", "status":"Resolved", "is_escalated":"false", "resolved_time":"Jul 26, 2018 03:42 PM", "requester_ack_comments":"", "responded_time":"", "requester_ack_resolution":"", "created_time": "Jul 26, 2018 03:42 PM", "completed_time": "", "template_name":"", "approval_status":"", "scheduled_time":"", "service_category_name":"Corporate Website", "site_name":"asdasd", "display_id":"6", "due_by_time":"Jul 30, 2018 11:37 AM", "has_notes": "false", "deleted_time":"", "impact_name":"Affects Department", "impact_details":"asdasdasdasd", "subcategory_name":"Microsoft .Net Framework" }

 

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