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/service-desk/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:{%22details%22:{%22requester%22:%22John%20Smith%22,%20%22subject%22:%22AppDynamics%20Alert%22,%22description%22:%22Test%22,%22priority%22:%22High%22,%22site%22:%22London%22,%22group%22:%22IT%20Support%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%22:%22Test%22,%22priority%22:%22High%22,%22site%22:%22London%22,%22group%22:%22IT%20Support%22,%22technician%22:%22Peter%20Jones%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: