Microsoft 365 Integration

Microsoft 365 (formerly Office 365) integration with ServiceDesk Plus allows technicians to view and manage the subscriptions purchased from Microsoft by the organization.

Benefits of Microsoft 365 integration:

• Sync subscription details from Microsoft 365 to ServiceDesk Plus periodically.

• Map users in ServiceDesk Plus with synced subscriptions based on Microsoft 365 associations.

• Monitor help desk activities along with licenses and services consumed by users from a central console.

• Track services usage visually using graph views.

Prerequisites 

• Ensure you have an optimal network connection.

• Generate the Client ID, Client Secret Value, and Tenant ID from the Microsoft Graph API.

Register Application in Microsoft 365

• Create the Client ID and Tenant ID.

  • Sign in to the Azure Portal.

  • Go to App registrations.

  • Click New registration.

  • Enter a name for your app (any reference name).

  • Keep Accounts in this organizational directory only selected.

  • Click Register.

  • From the app overview page, copy the Application (client) ID and Directory (tenant) ID.

Create the Client Secret

From the overview page, click: Add a certificate or secret > Client secrets > New client secret(or navigate to Certificates & secrets > Client secrets > New client secret).

• Enter a description and set Expires to Never or the longest duration available. Note: Keep track of the expiry date. You will need to regenerate and update this secret when it expires.

• Click Add, then copy the Client Secret Value immediately. This value is visible only once at creation; store it securely.

Add API Permissions

• Navigate to API permissions → Add a permission.

• Select Microsoft Graph → Application permissions.

• Search for and select:

  1. User.Read.All

  2. Directory.Read.All

  3. Organization.Read.All

• Click Add permissions, then select Grant admin consent for <app name> .

Understanding Terminologies   

Microsoft 365 Subscription/Package/License - Microsoft applications and other productivity services provided by Microsoft, along with their access constraints.

Microsoft 365 Tenant - An organization, department or any subdivision using Microsoft 365 services. Tenant is the container for entities in an organization like users, domains, or subscriptions.

Microsoft 365 Account - User login used to access Microsoft 365 and utilize the services or applications.

Configure Integration   

• Go to Admin > Apps & Add-ons > Integrations. In the Third Party tab, click Settings on the Microsoft 365 card.
• On the Microsoft 365 configuration page and click New to create a tenant. You can create multiple tenants for various Microsoft accounts.

• Click Save.

List View Operations 

• Edit Tenant Details - Click and select Edit.
• Sync Changes - Click and select Sync Now. The latest subscription/license details updated in Microsoft 365 will be updated to ServiceDesk Plus.
• Update Latest Tenant Details - Click on the toolbar to update the tenant details.
• Delete Tenant - Click to delete a tenant.
• Click View History to track all operations performed on the tenants.