Zoho Servicedesk Plus

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Yi Pressimone

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Aug 3, 2024, 5:44:43 PM8/3/24

to redsearera

Currently using ManageEngine ServiceDesk Plus and Jira. I know with the integration feature you can create a JIRA ticket from SDP. My question is, is there a bidirectional communications that allows a tech to update a JIRA ticket which then automatically updates the Managengine SDP ticket?

I see that you are using Jira Cloud and looking for a way to have a bi-directional integration with ManageEngine's ServiceDesk Plus product. Searching on this topic can be confusing, because Atlassian also had a product called Jira Service Desk (which has been rebranded to Jira Service Management).

But to have a two way integration, where each application can update the information in the other will require a bit more configuration. I don't have any experience using ManageEngine's product here, but it appears that it has a REST API abilities. Unfortunately I can't see the specific endpoints or the syntax that API uses, so I can't provide more concise examples here. That doc does explain though that

So presumably, this is information you could find within the SDP application. Once you can see that information, my suggestion would be to try to use Jira Cloud's Automation in order to automatically trigger an update to SDP when a triggering action happens in Jira. One of the actions you can perform in automation is to Send a Web Request. This is effectively a way in which you can get Jira Automation to update SDP using the REST API.

If that is avenue of integration seems too complex to setup, then there still might be other 3rd party integrations out there that could help. For example, it appears that Zoho has a means to integrate several different applications in this manner. See -servicedesk-plus-cloud/integrations/jira-cloud/ Disclaimer, I haven't tried to use this integration personally.

If you want to import Spiceworks data, what you could do is run reports export it into excel and those tickets can be imported into ServiceDesk Plus.Any other information you would need let me know or contact our support at sup...@servicedeskplus.com

On Manage Engine side Over think and over customise SDP before you make the switch and be sure to train up a tech that will know the ins and outs of how the applicaiton works which will only come by pouring over the admin guide and spending many hours working with the application and the backend. The more customization you have complete before the implementation the better. It is far more complex then Spiceworks, and Not always in a positive way.

Scans, We have yet to get a decent and full scan from SDP so if you will rely on it as your primary inventory and scanning solution be sure you can get a good complete scan before going into production. Saves you a big headache later. Which leads me into my next point.

Service Desk does not import well from spiceworks. Using the admin guide I mapped the fields but some field will not come over. Reason being that as service desk imports each ticket It will process the ticket at that time. Close Date become the date of import. This is something that I have been talking to them about for a great amount of time and have not received a solution unless I go into the database personally and run the import through there, Which may be an option for you.

Due to the above of that we have found that we must run Spiceworks and Service Desk side by side. Spiceworks for accurate scans and inventory as well as Ticket History, and Service Desk handling all requests going forward and capitalizing on its other features.

The Admin guides I have found are in some ways and areas incomplete leaving much to be learn simply by working with the application. The forums are a great place to fill in the holes. Much activity relates to the other ManageEngine products but as they are all built on the same core many solutions apply to all. And their support team Can be very responsive in some areas. If they have a ready solution the answer will come quickly, If not It will be added to the very long list of bugs and feature requests. Responses on tickets that are escalated to the Devs attention are rarely address and just added to the list.

Only to nudge this topic - Has ManageEngine made any in-roads to solving this issue? We are considering a possible move however we need something that will import our current data directly without too much fuss.

If you can DM me your email address I can ask my support team to look into your import.As far as I know this error is due to mismatch in date parameter.So if you can send the exported data I can let my support team assist you further.

This plucks out pieces of the close date individually, finds the 3-character month based on the numerical month stored in Spiceworks, and concatenates it all together in the right format, including the comma after the year.