Applications Manager allows you to monitor the health, availability, and performance of applications such as web apps, application servers, or databases. It also allows you to discover applications, raise alarms, and generate reports.
On installing Applications Manager, you can track software metrics, thread count, mail fetching status, backup scheduling, and database details. You can also trigger notifications for performance issues and provide administrators with the log details required for avoiding application slowdowns.
Integration with Applications Manager helps you manage unexpected alarms, track alarms as incident requests, and sync Applications Manager devices as CIs in ServiceDesk Plus CMDB.
To track ServiceDesk Plus performance from Applications Manager, go to Monitors on Applications Manager header and select ME ServiceDesk Plus.
Integration must be configured in both ServiceDesk Plus and Applications Manager and the settings must align with each other to ensure proper CI synchronization.
Refer here to integrate ServiceDesk Plus in Applications Manager.
In ServiceDesk Plus, you can additionally configure identifier rules, sync rules, and field mapping of sync monitors as CIs.
In ServiceDesk Plus:
Choose to create monitor fields that are unavailable in ServiceDesk Plus automatically.
Integration sync rules enable you to sync monitors in Applications Manager as CIs in ServiceDesk Plus.
After the integration is configured, Applications Manager automatically pushes all monitor data into ServiceDesk Plus as CIs. If the corresponding CI type exists in ServiceDesk Plus, integration sync rules are set up automatically. Monitors are then synced whenever they are created or edited.
If a sync rule added for a monitor is deleted, then the monitor will be categorized under the Unknown Device Types tab.
You can also define custom sync rules to map specific monitors to CI types in ServiceDeskPlus.
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Field |
Explanation |
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Source Module |
Select the monitor you want to sync from Applications Manager. |
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CI Type |
Select the ServiceDesk Plus CI type where Applications Manager devices will be synced. |
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Description |
Enter the sync rule purpose and usage. |
|
Status |
Enable or disable the sync rule.
Disabled sync rules cannot be used for sync. |
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Identifier Rules |
Identifier rules help determine which monitors need to be synced. By defining an identifier rule, you instruct the system to match monitors/CIs in two applications based on specific attributes.
Select an Applications Manager field in the Column drop-down and map it to the corresponding ServiceDesk Plus field. Applications Manager will use the mapped ServiceDesk Plus field to identify monitors/CI.
Use Case: Ler's assume there is a monitor with the name 127.0.0.1 in Applications Manager. In ServiceDesk Plus, however, there are two CIs with the same name 127.0.0.1 under the Tomcat server. You can create up to five identifier rules.
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Filter Device Type and create CI Type |
You can further refine the source module selected using this option.
Use Case: To segregate monitors by different operating systems and map them under different CI types, you can configure three separate sync rules with the following filter criteria: Product is Windows 11, Product is Ubuntu, and Product is Kali Linux, and select the destination CI type for each rule. Similarly, you can create a sync rule to restrict monitors other than these operating systems from being synced.
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Map Device Type fields with CI Type fields |
Map ServiceDesk Plus CI fields to the corresponding Applications Manager monitor fields. Only the mapped field information will be synced.
Use Case: If a device is monitored by multiple applications, and Applications Manager is just one of the integrated applications syncing monitor data with ServiceDesk Plus, you can specify which fields are synced. For example, you can choose to sync only specific fields like: IP Address, Service Tag, and Serial Number, etc. from Applications Manager. Meanwhile, other details can be synced from different applications. |
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Create drop-down options if it does not exist |
Enable this option to add CI type fields to relevant picklists in ServiceDesk Plus.
i.e., The synced CIs are included in drop-downs that list all CIs. |
Applications Manager syncs monitors based on the configured sync rules. If a monitor is not synced, its details and the reason for failure are recorded in the CIs not synced tab.
For example, If a sync rule is set to include only Windows workstations, then Mac and Linux workstations will not be synced. Their details, along with the reason for failure, will be listed in this tab.
Additionally, when a monitor is deleted in Applications Manager, its details will be recorded in this tab.
The Unknown Device Types tab lists monitor types that were not synced because the appropriate sync rule is not available in ServiceDesk Plus. This typically occurs when a sync rule is deleted.
This tab also provides a recommendation to set up the necessary sync rule for these monitor types.
You can automatically log, prioritize, and assign incidents in ServiceDesk Plus when an alarm is raised within Application Manager. The integration allows you to specify the ticket details in Application Manager depending on the alarm raised so that the request will be automatically updated with the details upon creation. You can also notify respective technicians based on the configured alarms in Applications Manager.
Close request/update notes in ServiceDesk Plus when an alarm is cleared.
Update a request when there is a status change in alarms.
View request details from the Applications Manager console.
Two-way syncing of alarms and incidents that allows reopening of incidents in ServiceDesk Plus if an alarm is raised again; or closed when the alarm is cleared.
You can also manually raise requests in ServiceDesk Plus from the Application Manager console using the Actions drop-down as shown in the screenshot below:
You can obtain a visual map of your entire IT infrastructure & applications and their dependencies in ServiceDesk Plus CMDB by integrating with APM.
To know more about the monitor type and its attributes that are synced from Application Manager to ServiceDesk Plus, click here.
Once the integration is activated, the dependency details between resources from the APM is auto populated to the CMDB module in ServiceDesk Plus.
Relationship info is fetched from the following sections in Applications Manager:
Monitor Groups and Sub-groups: Relationship details are gathered from monitor groups and their sub-groups.
Monitors in this System Section: Details are extracted from Monitors in this system section of the monitor details page.
ADDM Integration: The application dependency details between resources in APM are scanned via ADDM (Application Discovery and Dependency Mapping tool) and grouped using Monitor Groups and sub-groups.
Manual Addition: Relationships manually added are also captured during integration.
Relationship details are captured in the relationship map of a CI.
In ServiceDesk Plus, the following relationship types will be employed:
Uses: For establishing parent-child monitor connections within ServiceDesk Plus.
Depends On: For establishing parent-child monitor connections from manual setups and alarm-triggered dependencies.
Hosted On: To classify monitor groups and subgroups.