ServiceDesk Plus V3

Integration version: 4.0

Configure ServiceDesk Plus V3 to work with Google Security Operations SOAR

How to generate API Token

1. Go to your admin user console.

   

2. Click on it, and then click Generate API Key.

   

3. A dialog shows your key generation status.

   • If you have already generated the key, make sure to keep it somewhere safe, otherwise, you will have to regenerate.
   • If not, click Generate key and the API key will be shown right away.

   

Configure ServiceDesk Plus V3 integration in Google Security Operations SOAR

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

Integration parameters

Use the following parameters to configure the integration:

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Api Root	String	http://{IP OR FQDN}:8080/api/v3/	Yes	API Root of ServiceDesk Plus.
Api Token	String	N/A	Yes	API token of the ServiceDesk Plus. (also called "Technician Key")
Verify SSL	Checkbox	Unchecked	Yes	If enabled, verifies that the SSL certificate for the connection to the ServiceDesk Plus server is valid.

Actions

Ping

Description

Test connectivity to ServiceDesk Plus V3 with parameters provided at the integration configuration page in the Google Security Operations Marketplace tab.

Parameters

N/A

Use cases

The action is used to test connectivity at the integration configuration page on the Google Security Operations Marketplace tab, and it can be executed as a manual action, not used in playbooks.

Run On

This action doesn't run on entities.

Action Results

Script Result

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

Case Wall

Result Type	Value / Description	Type
Output message*	The action should not fail nor stop a playbook execution: If successful: "Successfully connected to the ServiceDesk Plus V3 with the provided connection parameters!" The action should fail and stop a playbook execution: If a critical error, like wrong credentials or lost connectivity is reported: "Failed to connect to the ServiceDesk Plus V3! Error is {0}".format(exception.stacktrace)	General

Add Note

Description

Add a note to a request.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Request ID	String	N/A	Yes	The requests' ID.
Note	String	N/A	Yes	The note's content.
Show To Requester	Checkbox	Unchecked	No	Specify whether the note should be shown to the requester or not.
Notify Technician	Checkbox	Unchecked	No	Specify whether the note should be shown to the requester or not.
Mark as First Response	Checkbox	Unchecked	No	Specify whether this note should be marked as the first response.
Add to linked Requests	Checkbox	Unchecked	No	Specify whether this note should be added to the linked requests.

Run On

This action doesn't run on entities.

Action Results

Script Result

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

JSON Result

{
    "response_status": {
        "status_code": 2000,
        "status": "success"
    },
    "request_note": {
        "created_time": {
            "display_value": "Nov 10, 2020 01:14 AM",
            "value": "1690499678XXX"
        },
        "request": {
            "subject": "New Subject Dropdown",
            "id": "00"
        },
        "show_to_requester": false,
        "description": "New Note",
        "id": "23",
        "created_by": {
            "email_id": null,
            "name": "administrator",
            "is_vipuser": false,
            "id": "4",
            "department": null
        }
    }
}

Case Wall

Result Type	Value / Description	Type
Output message*	The action should not fail nor stop a playbook execution: If successful: "Successfully added note to ServiceDesk Plus request. Request ID: {ID} , note ID: {note.id}." If the "Request ID" parameter is not found: "Action wasn't able to add note to request with ID {ID} in ServiceDesk Plus. Reason: Request with ID {ID} wasn't found." The action should fail and stop a playbook execution: If not successful: "Error executing action "Add Note action". Reason: {0}''.format(error.Stacktrace)	General

Close Request

Description

Close a request.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Request ID	String	N/A	Yes	The request's ID.
Comment	String	N/A	Yes	Closing comment.
Resolution Acknowledged	Checkbox	Unchecked	No	Whether the resolution of the request is acknowledged or not.

Run On

This action doesn't run on entities.

Action Results

Script Result

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

JSON Result

{
    "response_status": {
        "status_code": 2000,
        "messages": [
            {
                "status_code": 2000,
                "type": "success",
                "message": "Request(s) closed successfully."
            }
        ],
        "status": "success"
    }
}

Case Wall

Result Type	Value / Description	Type
Output message*	The action should not fail nor stop a playbook execution: If successful: Print "Successfully closed ServiceDesk Plus request with ID {ID} ." If Request ID not found: Print "Action wasn't able to close request with ID {ID} in ServiceDesk Plus. Reason: Request with ID {ID} wasn't found." The action should fail and stop a playbook execution: If not successful: Print "Error executing action "Close Request action". Reason: {0}''.format(error.Stacktrace)	General

Add Note and Wait for Reply

Description

Add a note to a request.

Note: Update the actual time you would like the action to run in the IDE timeout section for this action.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Request ID	String	N/A	Yes	The requests' ID.
Note	String	N/A	Yes	The note's content.
Show To Requester	Checkbox	Unchecked	No	Specify whether the note should be shown to the requester or not.
Notify Technician	Checkbox	Unchecked	No	Specify whether the note should be shown to the requester or not.
Mark as First Response	Checkbox	Unchecked	No	Specify whether this note should be marked as first response.
Add to linked Requests	Checkbox	Unchecked	No	Specify whether this note should be added to the linked requests.

Run On

This action doesn't run on entities.

Action Results

Script Result

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

JSON Result

{
    "response_status": {
        "status": "Success",
        "statuscode": "2000"
    },
    "request_note": {
        "id": "1",
        "description": "Need more info on this topic. Please contact me.",
        "created_by": {
            "id": "4",
            "name": "administrator"
        },
        "show_to_requester": true,
        "request": {
            "id": "2"
        },
        "created_time": {
            "value": 1455520864880,
            "display_value": "Feb 15, 2016 12:51 PM"
        }
    }
}

Case Wall

Result Type	Value / Description	Type
Output message*	The action should not fail nor stop a playbook execution: If successful: "Successfully added note to ServiceDesk Plus request. Request ID: {ID} , note ID: {note.id}." If the "Request ID" parameter is not found: "Action wasn't able to add note to request with ID {ID} in ServiceDesk Plus. Reason: Request with ID {ID} wasn't found." The action should fail and stop a playbook execution: If not successful: "Error executing action "Add Note action". Reason: {0}''.format(error.Stacktrace)	General

Create Alert Request

Description

Create a request related to a Google Security Operations SOAR alert.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Subject	String	N/A	Yes	The subject of the request.
Requester	String	User of the API key	Yes	The requester of the request. If not specified, set to the user of the API key.
Assets	String	N/A	No	Names of Assets to be associated with the request.
Status	String	N/A	No	The status of the request.
Technician	String	N/A	No	The name of the technician assigned to the request.
Priority	String	N/A	No	The priority of the request.
Urgency	String	N/A	No	The urgency of the request.
Category	String	N/A	No	The category of the request.
Request Template	String	N/A	No	The template of the request.
Request Type	String	N/A	No	The type of the request. Example: Incident, Service Request
Due By Time (ms)	String	N/A	No	The due date of the request in milliseconds.
Mode	String	N/A	No	The mode in which this request is created. Example: E-mail
Level	String	N/A	No	The level of the request.
Site	String	N/A	No	Denotes the site to which this request belongs.
Group	String	N/A	No	Group to which this request belongs.
Impact	String	N/A	No	The impact of the request.

Run On

This action doesn't run on entities.

Action Results

Script Result

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

JSON Result

{
    "request": {
        "ola_due_by_time": null,
        "subject": "Test request number 2",
        "resolution": {
            "submitted_on": {
                "display_value": "Oct 28, 2020 09:31 PM",
                "value": "1603945909120"
            },
            "submitted_by": {
                "email_id": null,
                "name": "administrator",
                "is_vipuser": false,
                "id": "4",
                "department": null
            },
            "resolution_attachments": [],
            "content": "Mail Fetching Server problem has been fixed"
        },
        "linked_to_request": null,
        "mode": null,
        "lifecycle": null,
        "reason_for_cancel": null,
        "assets": [
            {
                "name": "servicedesk.workgroup",
                "id": "24"
            }
        ],
        "is_trashed": false,
        "id": "6",
        "assigned_time": null,
        "group": null,
        "requester": {
            "email_id": null,
            "name": "administrator",
            "is_vipuser": false,
            "id": "4",
            "department": null
        },
        "cancel_requested_by": null,
        "email_to": [],
        "created_time": {
            "display_value": "Oct 28, 2020 09:31 PM",
            "value": "1603945909120"
        },
        "item": null,
        "level": null,
        "has_resolution_attachments": false,
        "approval_status": null,
        "impact": null,
        "service_category": null,
        "sla": null,
        "priority": null,
        "created_by": {
            "email_id": null,
            "name": "administrator",
            "is_vipuser": false,
            "id": "4",
            "department": null
        },
        "scheduled_end_time": null,
        "tags": [],
        "first_response_due_by_time": null,
        "last_updated_time": null,
        "has_notes": false,
        "impact_details": "Routine tasks are pending due to mail server problem",
        "subcategory": null,
        "email_cc": [],
        "status": {
            "color": "#0066ff",
            "name": "Open",
            "id": "2"
        },
        "scheduled_start_time": null,
        "template": {
            "is_service_template": false,
            "name": "Default Request",
            "id": "1"
        },
        "email_ids_to_notify": [],
        "request_type": {
            "name": "Incident",
            "id": "1"
        },
        "cancel_requested_time": null,
        "description": "I am unable to fetch mails from the mail server",
        "has_dependency": false,
        "has_conversation": false,
        "callback_url": null,
        "chat_type": 0,
        "is_service_request": false,
        "urgency": null,
        "is_shared": false,
        "cancel_requested": false,
        "has_request_initiated_change": false,
        "request_template_task_ids": [],
        "department": null,
        "is_reopened": false,
        "has_draft": false,
        "has_attachments": false,
        "has_linked_requests": false,
        "is_overdue": false,
        "technician": null,
        "has_request_caused_by_change": false,
        "has_problem": false,
        "due_by_time": null,
        "has_project": false,
        "is_first_response_overdue": false,
        "cancel_requested_is_pending": false,
        "category": null
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

Case Wall

Result Type	Value / Description	Type
Output message*	The action should not fail nor stop a playbook execution: If successful: "Successfully created ServiceDesk Plus request" The action should fail and stop a playbook execution: If not successful: "Error executing action "Create Alert Request action". Reason: {0}''.format(error.Stacktrace)	General

Create Request

Description

Create a new request.

Parameters

Parameter	Type	Default Value	Is Mandatory	Description
Subject	String	N/A	Yes	The subject of the request.
Requester	String	User of the API key	Yes	The requester of the request. If not specified, set to the user of the API key.
Description	String	N/A	No	The description of the request.
Assets	String	N/A	No	Names of Assets to be associated with the request.
Status	String	N/A	No	The status of the request.
Technician	String	N/A	No	The name of the technician assigned to the request.
Priority	String	N/A	No	The priority of the request.
Urgency	String	N/A	No	The urgency of the request.
Category	String	N/A	No	The category of the request.
Request Template	String	N/A	No	The template of the request.
Request Type	String	N/A	No	The type of the request. Example: Incident, Service Request
Due By Time (ms)	String	N/A	No	The due date of the request in milliseconds.
Mode	String	N/A	No	The mode in which this request is created. Example: E-mail
Level	String	N/A	No	The level of the request.
Site	String	N/A	No	Denotes the site to which this request belongs.
Group	String	N/A	No	Group to which this request belongs.
Impact	String	N/A	No	The impact of the request.

Run On

This action doesn't run on entities.

Action Results

Script Result

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

Case Wall

Result Type	Value / Description	Type
Output message*	The action should not fail nor stop a playbook execution: If successful: "Successfully created ServiceDesk Plus request" The action should fail and stop a playbook execution: If not successful: "Error executing action "Create Request action". Reason: {0}''.format(error.Stacktrace)	General

Get Request

Description

Retrieve information about a request In ServiceDesk Plus.

Parameters

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

Run On

This action doesn't run on entities.

Action Results

Script Result

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

Case Wall

Result Type	Value / Description	Type
Output message*	The action should not fail nor stop a playbook execution: If successful: "Successfully fetched ServiceDesk Plus request with ID {ID} ." If the "Request ID" parameter is not found: "Action wasn't able fetch request with ID {ID} in ServiceDesk Plus. Reason: Request with ID {ID} wasn't found." The action should fail and stop a playbook execution: If not successful: "Error executing action "Get Request action". Reason: {0}''.format(error.Stacktrace)	General

Wait for Field Update

Description

Wait for a field of a request to update to a desired value.

Note: Update the actual time you would like the action to run in the IDE timeout section for this action.

Parameters

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

Run On

This action doesn't run on entities.

Action Results

Script Result

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

Case Wall

Result Type	Value / Description	Type
Output message*	Action should not fail and not stop playbook execution: If successfully created a wait (async action) task for the field: "Created analysis tasks for the field: {0}".format([fields_list]). If fail to create an analysis task for all of the provided fields: "No ServiceDesk Plus analysis tasks were created." If still waiting for field to be updated: "Action waiting for the next update" Action should fail and stop playbook execution: If a critical error, like wrong credentials or lost connectivity is reported: "Failed to connect to the ServiceDesk service! Error is {0}".format(exception.stacktrace)	General

Update Request

Description

Update a ServiceDesk Plus request through it's ID.

Parameters

Parameter	Type	Default Value	Is Mandatory	Description
Request ID	String	N/A	True	The ID of the request to update.
Subject	String	N/A	No	The subject of the request.
Requester	String	N/A	No	The requester of the request. If not specified, set to the user of the API key.
Description	String	N/A	No	The description of the request.
Assets	String	N/A	No	Names of Assets to be associated with the request. The parameter can also get a list of comma separated strings with names of assets.
Status	String	N/A	No	The status of the request.
Technician	String	N/A	No	The name of the technician assigned to the request.
Priority	String	N/A	No	The priority of the request.
Urgency	String	N/A	No	The urgency of the request.
Category	String	N/A	No	The category of the request.
Request Template	String	N/A	No	The template of the request.
Request Type	String	N/A	No	The type of the request. Example: Incident, Service Request
Due By Time (ms)	String	N/A	No	The due date of the request in milliseconds.
Mode	String	N/A	No	The mode in which this request is created. Example: E-mail
Level	String	N/A	No	The level of the request.
Site	String	N/A	No	Denotes the site to which this request belongs.
Group	String	N/A	No	Group to which this request belongs.
Impact	String	N/A	No	The impact of the request.

Run On

This action doesn't run on entities.

Action Results

Script Result

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

Case Wall

Result Type	Value / Description	Type
Output message*	The action should not fail nor stop a playbook execution: If successful: "Successfully updated ServiceDesk Plus request with ID {ID} ." If the "Request ID" parameter is not found: "Action wasn't able update request with ID {ID} in ServiceDesk Plus. Reason: Request with ID {ID} wasn't found." The action should fail and stop a playbook execution: If not successful: "Error executing action "Update Request action". Reason: {0}''.format(error.Stacktrace)	General

Wait for Status Update

Description

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

Note: Update the actual time you would like the action to run in the IDE timeout section for this action.

Parameters

Parameter	Type	Default Value	Is Mandatory	Description
Request ID	String	N/A	Yes	The ID of the request.
Values	String	N/A	Yes	Desired values for the given field.

Run On

This action doesn't run on entities.

Action Results

Script Result

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

Case Wall

Result Type	Value / Description	Type
Output message*	Action should not fail and not stop playbook execution: If successfully created a wait (async action) task for the field: "Created analysis tasks for the field: {0}".format([fields_list]). If failed to create analysis task for all of the provided field: "No ServiceDesk Plus analysis tasks were created." If still waiting for field to be updated: "Action waiting for the next update" Action should fail and stop playbook execution: If a critical error, like wrong credentials or lost connectivity is reported: "Failed to connect to the ServiceDesk service! Error is {0}".format(exception.stacktrace)	General

Create Request - Drop Down Lists

Description

Create a new request.

Parameters

Parameter	Type	Default Value	Is Mandatory	Description
Subject	String	N/A	Yes	The subject of the request.
Requester	String	N/A	No	The requester of the request. If not specified, set to the user of the API key.
Assets	String	N/A	No	Names of Assets to be associated with the request. The parameter can also get a list of comma-separated strings with names of assets.
Description	String	N/A	No	The description of the request.
Status	DDL	N/A	No	The status of the request.
Technician	String	N/A	No	The name of the technician assigned to the request.
Priority	DDL	N/A	No	The priority of the request.
Urgency	DDL	N/A	No	The urgency of the request.
Category	DDL	N/A	No	The category of the request.
Request Template	String	N/A	No	The template of the request.
Request Type	DDL	N/A	No	The type of the request. Example: Incident, Service Request
Due By Time (ms)	String	N/A	No	The due date of the request in milliseconds.
Mode	DDL	N/A	No	The mode in which this request is created. Example: E-mail
Level	DDL	N/A	No	The level of the request.
Site	String	N/A	No	Denotes the site to which this request belongs.
Group	String	N/A	No	Group to which this request belongs.
Impact	DDL	N/A	No	The impact of the request.

Run On

This action doesn't run on entities.

Action Results

Script Result

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

Case Wall

Result Type	Value / Description	Type
Output message*	The action should not fail nor stop a playbook execution: If successful: "Successfully created ServiceDesk Plus request" The action should fail and stop a playbook execution: If not successful: "Error executing action "Create Request action". Reason: {0}''.format(error.Stacktrace)	General

Jobs

Sync Closed Requests By Tag

Description

Synchronizes ServiceDesk Plus V3 requests that are created within the Google Security Operations SOAR Case playbook and Google Security Operations SOAR cases.

Note: In ServiceDesk Plus V3, the "Cancelled", "Closed", and "Resolved" statuses are treated as closed. Additionally, the case needs to have two tags for the job to work. The first tag should be "ServiceDesk Plus" and the second tag should start with the "ServiceDesk Plus Requests:{request id}" prefix.

Parameters

Parameter	Type	Default Value	Is Mandatory	Description
Api Root	String	http://{IP OR FQDN}:8080/api/v3/	Yes	API root of the ServiceDeskPlus instance.
Api Key	Password	N/A	Yes	API key of the ServiceDeskPlus instance.
Max Hours Backwards	Integer	24	No	Specify the number of hours backwards to synchronize statuses.
Verify SSL	Checkbox	Checked	Yes	If enabled, verify that the SSL certificate for the connection to the ServiceDeskPlus server is valid.