Active Directory Management 

The Active Directory (AD) is vital in provisioning, managing, and securing access to critical information in your organization's networks. AD management is critical for efficient identity and access management. It focuses on managing and securing critical information about your users via an active directory.

You can integrate ServiceDesk Plus with the following ManageEngine products to empower and enable your help desk technicians to manage their AD, right within their help desk console:

ADManager Plus

ADManager Plus is a purpose-built management and reporting tool for AD, Office 365, Exchange Server, and Google Workspace. This tool allows you to easily manage and report on various AD objects such as users, security and distribution groups, GPO, and more, without using PowerShell.

The integration between ADManager Plus - ServiceDesk Plus allows administrators to perform Active Directory management operations directly from the ServiceDesk Plus console. The following illustration can help you understand how ServiceDesk Plus and ADManager Plus collaborate to automate processes efficiently:

Benefits of integrating ADManager Plus with ServiceDesk Plus:

• Manage users and perform repetitive tasks from a single console.
• Simultaneously provision user accounts in Office 365, G Suite, and Skype for Business.
• Avoid copying data from ServiceDesk Plus to the native AD management tool.
• Standardize the User Name format and prevent duplicate user accounts in AD.
• Schedule AD reports on compliance regulations such as GDPR, SOX, HIPAA, PCI DSS, and FISMA. These reports can be essential during Compliance Audits.

Pre-requisites:

• The ADManager Plus and ServiceDesk Plus servers must be up and running.
• Technician must have login credentials for both ADManager Plus and ServiceDesk Plus
• The domain configured in ADManager Plus must also be configured in ServiceDesk Plus. To configure the domain accordingly, follow the steps below:
  • Log in to ServiceDesk Plus using administrator credentials.
  • Navigate to the Admin >> Discovery >> Windows Domain Scan.
  • Click Add New Domain.
  • Enter the domain name, domain controller name, and the credentials with which the ServiceDesk Plus technician should log on to the domain controller.
  • Click Save and Scan Now, select the OU tree of the domain for the scan to begin.

Create user in ADManager Plus

From ADManager Plus, assign the helpdesk Technician role to a user. Create the same technician in ServcieDesk Plus and ensure the same login credentials are provided as in ADManager Plus. This will allow the technician to perform AD tasks right from the ServiceDesk Plus console.

Assign ADManager Plus Actions  in Request Templates

After you establish connection between ADManager Plus and ServiceDesk Plus, the available ADManager Plus actions and their description are listed. You can associate ADManager Plus Actions to request templates and roles in ServiceDesk Plus.

Additionally, you can also enable ADManager Plus Actions in service request templates under Template Actions in the workflow tab. The selected actions are displayed under the Custom Actions menu on the request details page. Trigger the selected actions from the request details page to perform regular active directory management activities from ServiceDesk Plus.

List of actions that can be performed in ADManager Plus via ServiceDesk Plus requests:

• Add to Group
• Create User in AD
• Delete User(s) in AD
• Disable User(s) in AD
• Enable User(s) in AD
• Modify Department
• Modify Manager
• Remove from Group
• Reset User Password in AD
• Set Folder Permissions
• Remove Folder Permissions
• Unlock User(s) in AD

ADSelfService Plus 

ADSelfService Plus is an integrated password self-service and single sign-on (SSO) tool. It allows users to self-manage their passwords, accounts, and personal details in their organization's Active Directory. It provides end-users with the right amount of autonomy without compromising on security.

Enabling the integration between ServiceDesk Plus and ADSelfService Plus allows users to manage their AD details/password, and sign on to either application from another in just one click. This integration eases the administrators' tasks as it also provides automatic request generation for every self-service operation performed by end-users.

Benefits of integrating ADSelfService Plus with ServiceDesk Plus:

• Enforce a strict password policy for your users that are compliant HIPAA, CJIS, NIST, and PCI DSS.
• Reduce password-related incidents.
• Notify users about password expiration.
• Enforce multi-factor authentication for remote devices, VPN connections, Windows/macOS/Linux logins, and passwords.
• Allow users to access multiple enterprise applications with one identity via Active Directory-based SSO.
• Synchronize passwords across multiple platforms.

Provide single sign on to ServiceDesk Plus through ADSelfService Plus 

You can easily switch between ADSelfService Plus and ServiceDesk Plus without using passwords. After you set up the integration, the ADSelfService Plus button will appear beneath the application header for technicians.

For requesters, ADSelfService Plus will appear as a tab on the application header.

You can use the ADSelfService Plus button/tab to access ADSelfService Plus application with one click. To return to ServiceDesk Plus, click the Helpdesk tab.

Allow users to manage their AD details and passwords 

You can allow your users to reset their passwords and update their details in the Microsoft Windows Active Directory.

Go to ADSelfService Plus server from ServiceDesk Plus and navigate to the Change Password tab to reset your AD password.

You can update your details in the Profile tab.

Automatic Incident Requests Creation 

The integration also generates an IT request automatically in ServiceDesk Plus every time a user performs a self-service action. Administrators can track users' self-service actions and follow up, if needed. End users can also raise IT requests in ServiceDesk Plus console in one click from the ADSelfService Plus console through SSO.

To configure automation request creation,

1. Go to the Configurations tab in the ADSelfService Plus web console.
2. Under Available Policies, click the icon corresponding to the policy that you wish to edit.
3. In the Advanced Setting pop-up, navigate to the Notification tab and select Notify Admin on the left panel.
4. Select Create request in ServiceDesk Plus check box and define the attributes of the request in JSON format.

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