Manage Engine Service Desk Plus (mesdp)

https://www.manageengine.com/products/service-desk/

Overview

ServiceDesk Plus is a game changer in turning IT teams from daily fire-fighting to delivering awesome customer service. It provides great visibility and central control in dealing with IT issues to ensure that businesses suffer no downtime. This all-in-one solution delivers comprehensive Incident Management, Self-service portal, Knowledge base, Multi-site support, SLA Management and Help Desk Reports.

PRE-REQUISITES to use mesdp and DNIF

Outbound access required for github to clone the plugin

Protocol	Source IP	Source Port	Direction	Destination Domain	Destination Port
TCP	DS,CR,A10	Any	Egress	github.com	443

mesdp trigger plugin functions

Details of the function that can be used with the ClickSend trigger is given in this section.

create_ticket

This function allows for creating a ticket against an observerd event using the defined (custom/default template) .

Input

• Subject of ticket.(Note Commas(,) cannot be used as they are used for Input parameters seperation )
• Event Field prenset in the event .
• Template name to be triggered.(Note if this field is not provided the default template gets triggered)

Example

_fetch * from event where $Action=LOGIN_FAIL limit 1
>>_trigger api mesdp create_ticket Login Failed for User : ,$User , default.xml

Output

The trigger call returns output in the following structure for available data

Fields	Description
$MESDPMessage	Message for the API ticket request
$MESDPStatus	can be Success/Fail in creating the ticket
$MESDPWorkOrderID	Work order id associated with the newly created ticket

Using the mesdp API and DNIF

The mesdp API is found on github at

https://github.com/dnif/trigger-mesdp

The following process has to be repeated on all of the following components

Getting started with mesdp API and DNIF

1. Login to your Data Store, Correlator, and A10 containers.

   ACCESS DNIF CONTAINER VIA SSH

2. Move to the ‘/dnif/<Deployment-key>/trigger_plugins’ folder path.

$cd /dnif/CnxxxxxxxxxxxxV8/trigger_plugins/

3. Clone using the following command

git clone https://github.com/dnif/trigger-mesdp.git mesdp

4. Move to the ‘/dnif/<Deployment-key>/trigger_plugins/mesdp/’ folder path and open dnifconfig.yml configuration file

   Replace the tags: <Add_your_*> with your mesdp credentials

trigger_plugin:
  MESDP_API_KEY: <Add_your_technical_key_here>
  MESDP_SERVER: <Add_your_server/host_details_here>
  MESDP_PORT: <Add_your_mesdp_port_here>
  MESDP_NAME: <Add_your_requester_name_here>

5. For using userdefined templates

   Move to the ‘/dnif/<Deployment-key>/trigger_plugins/mesdp/’ folder path and paste your template.xml file here.

   Note:

   Refer to default.xml template to create your customised templates