ServiceDesk Plus

Integration version: 5.0

‌Configure ServiceDesk Plus to work with Google Security Operations

To generate the API key, under User blocknavigate to Admin> Technicians.
To generate the API key to the existing technician, click the Edit iconbeside the technician. On the other side, in case you want to generate the API key to a new technician, click the Add New Technicianlink, and enter the technician details and provide login permission.
Click Generate linkunder the API key details block. You can select a time frame for the key to expire using the calendar icon or simply retain the same key perpetually.
If a key is already generated for the technician, a Re-generate linkappears.

Configure ServiceDesk Plus integration in Google SecOps

For detailed instructions on how to configure an integration in Google SecOps, see Configure integrations .

Integration parameters

Use the following parameters to configure the integration:

Parameter	Type	Default Value	Description
API Root	String	http://{IP OR FQDN}:8080/api/v3/	API Root of ServiceDesk Plus.

Actions

Add Note

Description

When you would like to add additional information including technical information to a particular request based on your observations, you can use add notes. You can also use notes to update the status of the request.

Parameters

Parameter	Type	Default Value	Description
Request ID	String	N/A	The requests' ID.
Note	String	N/A	The note's content.
Is Public	Checkbox	Unchecked	Whether to make the note public or not.

Run On

This action runs on all entities.

Action Results

Entity Enrichment

N/A

Insights

N/A

Script Result

Script Result Name	Value Options	Example
success	True/False	success:False

JSON Result

  N 
 / 
 A

Add Note and Wait for Reply

Description

Add a note and wait for the new notes to be added to the given request.

Parameters

Parameter	Type	Default Value	Description
Request ID	String	N/A	The requests' ID.
Note	String	N/A	The note's content.
Is Public	Checkbox	N/A	Whether to make the note public or not.

Run On

This action runs on all entities.

Action Results

Entity Enrichment

N/A

Insights

N/A

Script Result

Script Result Name	Value Options	Example
new_notes	N/A	N/A

JSON Result

  N 
 / 
 A

Close Request

Description

When a requester is completely satisfied that their request has been attended to and the reported problem has been solved, then the request can be closed

Parameters

Parameter	Type	Default Value	Description
Request ID	String	N/A	The request's ID.
Comment	String	N/A	Closing comment.
Resolution Acknowledged	Checkbox	N/A	Whether the resolution of the request is acknowledged or not.

Run On

This action runs on all entities.

Action Results

Entity Enrichment

N/A

Insights

N/A

Script Result

Script Result Name	Value Options	Example
success	True/False	success:False

JSON Result

  N 
 / 
 A

Create Alert Request

Description

Create a request related to a Google SecOps alert.

Parameters

Parameter	Type	Default Value	Description
Subject	String	N/A	The subject of the request.
Requester	String	N/A	The requester of the request. If not specified, set to the user of the API key.
Status	String	N/A	The status of the request.
Technician	String	N/A	The name of the technician assigned to the request.
Priority	String	N/A	The priority of the request.
Urgency	String	N/A	The urgency of the request.
Category	String	N/A	The category of the request.
Request Template	String	N/A	The template of the request.
Request Type	String	N/A	The type of the request. Example: Incident, Service Request
Due By Time (ms)	String	N/A	The due date of the request in milliseconds.
Mode	String	N/A	The mode of the request.
Level	String	N/A	The level of the request.
Site	String	N/A	The site of the request.
Group	String	N/A	The group of the request.
Impact	String	N/A	The impact of the request.

Run On

This action runs on all entities.

Action Results

Entity Enrichment

N/A

Insights

N/A

Script Result

Script Result Name	Value Options	Example
success	True/False	success:False

JSON Result

  N 
 / 
 A

Create Request

Description

If you have a failure or problem in your system, then raise an issue, i.e., send a request to the IT Helpdesk team. There are different modes of placing a request; using web-based form, sending an e-mail notification and making a phone call. ServiceDesk Plus provides options to log details of a request originating in any of the above mentioned forms.

Parameters

Parameter	Type	Default Value	Description
Subject	String	N/A	The subject of the request.
Requester	String	N/A	The requester of the request. If not specified, set to the user of the API key.
Description	String	N/A	The description of the request.
Status	String	N/A	The status of the request.
Technician	String	N/A	The name of the technician assigned to the request.
Priority	String	N/A	The priority of the request.
Urgency	String	N/A	The urgency of the request.
Category	String	N/A	The category of the request.
Request Template	String	N/A	The template of the request.
Request Type	String	N/A	The type of the request. Example: Incident, Service Request
Due By Time (ms)	String	N/A	The due date of the request in milliseconds.
Mode	String	N/A	The mode of the request.
Level	String	N/A	The level of the request.
Site	String	N/A	The site of the request.
Group	String	N/A	The group of the request.
Impact	String	N/A	The impact of the request.

Run On

This action runs on all entities.

Action Results

Entity Enrichment

N/A

Insights

N/A

Script Result

Script Result Name	Value Options	Example
request_id	N/A	N/A

JSON Result

  { 
  
 "isvipuser" 
 : 
  
 "No" 
 , 
  
 "subcategory" 
 : 
  
 null 
 , 
  
 "resolvedtime" 
 : 
  
 "0" 
 , 
  
 "site" 
 : 
  
 "Chicago" 
 , 
  
 "timespentonreq" 
 : 
  
 "0hrs 0min" 
 , 
  
 "technician" 
 : 
  
 "Shawn Adams" 
 , 
  
 "responseduebytime" 
 : 
  
 "1556101814544" 
 , 
  
 "shortdescription" 
 : 
  
 "Testing the API adding request" 
 , 
  
 "fr_duetime" 
 : 
  
 "1556101814544" 
 , 
  
 "subject" 
 : 
  
 "Testing API 2" 
 , 
  
 "impact" 
 : 
  
 "Affects Business" 
 , 
  
 "city" 
 : 
  
 "London" 
 , 
  
 "group" 
 : 
  
 null 
 , 
  
 "approval_status" 
 : 
  
 null 
 , 
  
 "area" 
 : 
  
 null 
 , 
  
 "requesttype" 
 : 
  
 "Convert the Incident to Change" 
 , 
  
 "yettoreplycount" 
 : 
  
 null 
 , 
  
 "priority" 
 : 
  
 "High" 
 , 
  
 "respondedtime" 
 : 
  
 "0" 
 , 
  
 "asset" 
 : 
  
 null 
 , 
  
 "createdby" 
 : 
  
 "Demo" 
 , 
  
 "duebytime" 
 : 
  
 "1556164814544" 
 , 
  
 "department" 
 : 
  
 null 
 , 
  
 "status" 
 : 
  
 "Work Inprogress" 
 , 
  
 "category" 
 : 
  
 "General" 
 , 
  
 "fcr" 
 : 
  
 "false" 
 , 
  
 "description" 
 : 
  
 "Testing the API adding request" 
 , 
  
 "closurecode" 
 : 
  
 null 
 , 
  
 "workorderid" 
 : 
  
 "123" 
 , 
  
 "completedtime" 
 : 
  
 "0" 
 , 
  
 "requesttemplate" 
 : 
  
 "Default Request" 
 , 
  
 "requester" 
 : 
  
 "Catrin Folkesson" 
 , 
  
 "createdtime" 
 : 
  
 "1556092814544" 
 , 
  
 "technician_loginname" 
 : 
  
 "adams" 
 , 
  
 "editing_status" 
 : 
  
 "0" 
 , 
  
 "level" 
 : 
  
 "Tier 1" 
 , 
  
 "country" 
 : 
  
 "India" 
 , 
  
 "is_catalog_template" 
 : 
  
 "false" 
 , 
  
 "sla" 
 : 
  
 "High SLA" 
 , 
  
 "item" 
 : 
  
 null 
 , 
  
 "closurecomments" 
 : 
  
 null 
 , 
  
 "mode" 
 : 
  
 "SMS" 
 , 
  
 "editorid" 
 : 
  
 "null" 
 , 
  
 "impactdetails" 
 : 
  
 null 
 , 
  
 "urgency" 
 : 
  
 "High" 
 }

Get Request

Description

Retrieve information about a request.

Parameters

Parameter	Type	Default Value	Description
Request ID	String	N/A	The ID of the request.

Run On

This action runs on all entities.

Action Results

Entity Enrichment

N/A

Insights

N/A

Script Result

Script Result Name	Value Options	Example
success	True/False	success:False

JSON Result

  { 
  
 "isvipuser" 
 : 
  
 "No" 
 , 
  
 "subcategory" 
 : 
  
 null 
 , 
  
 "resolvedtime" 
 : 
  
 "0" 
 , 
  
 "site" 
 : 
  
 "Chicago" 
 , 
  
 "timespentonreq" 
 : 
  
 "0hrs 0min" 
 , 
  
 "technician" 
 : 
  
 "Shawn Adams" 
 , 
  
 "responseduebytime" 
 : 
  
 "1556101814544" 
 , 
  
 "shortdescription" 
 : 
  
 "Testing the API adding request" 
 , 
  
 "fr_duetime" 
 : 
  
 "1556101814544" 
 , 
  
 "subject" 
 : 
  
 "Testing API 2" 
 , 
  
 "impact" 
 : 
  
 "Affects Business" 
 , 
  
 "city" 
 : 
  
 "London" 
 , 
  
 "group" 
 : 
  
 null 
 , 
  
 "approval_status" 
 : 
  
 null 
 , 
  
 "area" 
 : 
  
 null 
 , 
  
 "requesttype" 
 : 
  
 "Convert the Incident to Change" 
 , 
  
 "yettoreplycount" 
 : 
  
 null 
 , 
  
 "priority" 
 : 
  
 "High" 
 , 
  
 "respondedtime" 
 : 
  
 "0" 
 , 
  
 "asset" 
 : 
  
 null 
 , 
  
 "createdby" 
 : 
  
 "Demo" 
 , 
  
 "duebytime" 
 : 
  
 "1556164814544" 
 , 
  
 "department" 
 : 
  
 null 
 , 
  
 "status" 
 : 
  
 "Work Inprogress" 
 , 
  
 "category" 
 : 
  
 "General" 
 , 
  
 "fcr" 
 : 
  
 "false" 
 , 
  
 "description" 
 : 
  
 "Testing the API adding request" 
 , 
  
 "closurecode" 
 : 
  
 null 
 , 
  
 "workorderid" 
 : 
  
 "123" 
 , 
  
 "completedtime" 
 : 
  
 "0" 
 , 
  
 "requesttemplate" 
 : 
  
 "Default Request" 
 , 
  
 "requester" 
 : 
  
 "Catrin Folkesson" 
 , 
  
 "createdtime" 
 : 
  
 "1556092814544" 
 , 
  
 "technician_loginname" 
 : 
  
 "adams" 
 , 
  
 "editing_status" 
 : 
  
 "0" 
 , 
  
 "level" 
 : 
  
 "Tier 1" 
 , 
  
 "country" 
 : 
  
 "India" 
 , 
  
 "is_catalog_template" 
 : 
  
 "false" 
 , 
  
 "sla" 
 : 
  
 "High SLA" 
 , 
  
 "item" 
 : 
  
 null 
 , 
  
 "closurecomments" 
 : 
  
 null 
 , 
  
 "mode" 
 : 
  
 "SMS" 
 , 
  
 "editorid" 
 : 
  
 "null" 
 , 
  
 "impactdetails" 
 : 
  
 null 
 , 
  
 "urgency" 
 : 
  
 "High" 
 }

Ping

Description

Test connectivity to ServiceDesk Plus instance.

Parameters

N/A

Run On

This action runs on all entities.

Action Results

Entity Enrichment

N/A

Insights

N/A

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

JSON Result

  N 
 / 
 A

Update Request

Description

Update a request.

Parameters

Parameter	Type	Default Value	Description
Request ID	String	N/A	The ID of the request to update.
Requester	String	N/A	The requester of the request. If not specified, set to the user of the API key.
Description	String	N/A	The description of the request.
Status	String	N/A	The status of the request.
Technician	String	N/A	The name of the technician assigned to the request.
Priority	String	N/A	The priority of the request.
Urgency	String	N/A	The urgency of the request.
Category	String	N/A	The category of the request.
Request Template	String	N/A	The template of the request.
Request Type	String	N/A	The type of the request. Example: Incident, Service Request
Due By Time (ms)	String	N/A	The due date of the request in milliseconds.
Mode	String	N/A	The mode of the request.
Level	String	N/A	The level of the request.
Site	String	N/A	The site of the request.
Group	String	N/A	The group of the request.
Impact	String	N/A	The impact of the request.

Run On

This action runs on all entities.

Action Results

Entity Enrichment

N/A

Insights

N/A

Script Result

Script Result Name	Value Options	Example
success	True/False	success:False

JSON Result

  { 
  
 "isvipuser" 
 : 
  
 "No" 
 , 
  
 "subcategory" 
 : 
  
 null 
 , 
  
 "resolvedtime" 
 : 
  
 "0" 
 , 
  
 "site" 
 : 
  
 "Chicago" 
 , 
  
 "timespentonreq" 
 : 
  
 "0hrs 0min" 
 , 
  
 "technician" 
 : 
  
 "Shawn Adams" 
 , 
  
 "responseduebytime" 
 : 
  
 "1556101814544" 
 , 
  
 "shortdescription" 
 : 
  
 "Testing the API adding request" 
 , 
  
 "fr_duetime" 
 : 
  
 "1556101814544" 
 , 
  
 "subject" 
 : 
  
 "Testing API 2" 
 , 
  
 "impact" 
 : 
  
 "Affects Business" 
 , 
  
 "city" 
 : 
  
 "London" 
 , 
  
 "group" 
 : 
  
 null 
 , 
  
 "approval_status" 
 : 
  
 null 
 , 
  
 "area" 
 : 
  
 null 
 , 
  
 "requesttype" 
 : 
  
 "Convert the Incident to Change" 
 , 
  
 "yettoreplycount" 
 : 
  
 null 
 , 
  
 "priority" 
 : 
  
 "High" 
 , 
  
 "respondedtime" 
 : 
  
 "0" 
 , 
  
 "asset" 
 : 
  
 null 
 , 
  
 "createdby" 
 : 
  
 "Demo" 
 , 
  
 "duebytime" 
 : 
  
 "1556164814544" 
 , 
  
 "department" 
 : 
  
 null 
 , 
  
 "status" 
 : 
  
 "Work Inprogress" 
 , 
  
 "category" 
 : 
  
 "General" 
 , 
  
 "fcr" 
 : 
  
 "false" 
 , 
  
 "description" 
 : 
  
 "Testing the API adding request" 
 , 
  
 "closurecode" 
 : 
  
 null 
 , 
  
 "workorderid" 
 : 
  
 "123" 
 , 
  
 "completedtime" 
 : 
  
 "0" 
 , 
  
 "requesttemplate" 
 : 
  
 "Default Request" 
 , 
  
 "requester" 
 : 
  
 "Catrin Folkesson" 
 , 
  
 "createdtime" 
 : 
  
 "1556092814544" 
 , 
  
 "technician_loginname" 
 : 
  
 "adams" 
 , 
  
 "editing_status" 
 : 
  
 "0" 
 , 
  
 "level" 
 : 
  
 "Tier 1" 
 , 
  
 "country" 
 : 
  
 "India" 
 , 
  
 "is_catalog_template" 
 : 
  
 "false" 
 , 
  
 "sla" 
 : 
  
 "High SLA" 
 , 
  
 "item" 
 : 
  
 null 
 , 
  
 "closurecomments" 
 : 
  
 null 
 , 
  
 "mode" 
 : 
  
 "SMS" 
 , 
  
 "editorid" 
 : 
  
 "null" 
 , 
  
 "impactdetails" 
 : 
  
 null 
 , 
  
 "urgency" 
 : 
  
 "High" 
 }

Wait for Field Update

Description

Wait for a request field to change to the desired value.

Parameters

Parameter	Type	Default Value	Description
Request ID	String	N/A	The ID of the request.
Field Name	String	N/A	The name of the field to be updated.
Values	String	N/A	Desired values for the given field.

Run On

This action runs on all entities.

Action Results

Entity Enrichment

N/A

Insights

N/A

Script Result

Script Result Name	Value Options	Example
new_value	N/A	N/A

JSON Result

N/A

Wait for Status Update

Description

Wait for the status of a request to update to a desired status.

Parameters

Parameter	Type	Default Value	Description
Request ID	String	N/A	The ID of the request.
Statuses	String	N/A	Desired request statuses, comma separated.

Run On

This action runs on all entities.

Action Results

Entity Enrichment

N/A

Insights

N/A

Script Result

Script Result Name	Value Options	Example
new_status	N/A	N/A

JSON Result

  N 
 / 
 A

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