ServiceDesk Plus
Integration version: 5.0
Configure ServiceDesk Plus to work with Google Security Operations SOAR
- To generate the API key, under User block navigate to Admin > Technicians.
- To generate the API key to the existing technician, click the Edit icon beside 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 link under 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 link appears.
Configure ServiceDesk Plus 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 | 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 Security Operations SOAR 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