OpManager Integration

OpManager is a network and data center infrastructure management software that helps large enterprises, service providers and SMEs manage their data centers and IT infrastructure efficiently and cost-effectively.

The ITOM integration with Help Desk tool provides streamlined alarm-ticket management process, and syncing of CIs along with their relationship data.

Benefits of OpManager - ServiceDesk Plus Integration:

Log alarms as incident requests automatically.
Sync devices in OpManager as assets or CIs in ServiceDesk Plus.
Apply filters to sync specific device types under designated product/CI types.
Prevent duplication of assets and CIs by using identifier rules for sync.
Sync specific device data from OpManager by mapping device fields to asset/CI fields.
Sync devices as CIs.
Sync relationship data between CIs from layer2 maps.
Assess the relationship dependency details of the affected CIs from incident, problem, or change requests thereby aiding in effective impact analysis and root cause determination.
Enable administrators in OpManager to check the knowledge base in ServiceDesk Plus for repetitive trouble tickets/incidents.
Generate reports to troubleshoot frequently affected devices in both the applications and compare them for deeper insights.

Prerequisites

ServiceDesk Plus must be operating in Enterprise edition.
OpManager can be operating in any edition - Standard, Professional, or Enterprise.
The ServiceDesk Plus and OpManager servers must be up and running.
ServiceDesk Plus settings must be configured in OpManager.
OpManager integration must be configured in ServiceDesk Plus.
For the relationship sync to function,
- ServiceDesk Plus must be updated to version 13006 or above.
- OpManager must be updated to version 126113 or above.
Technician must have login credentials to both ServiceDesk Plus and OpManager.
- Administrator permission is required in OpManager to configure the integration and set up ticket settings, notification profile, and workflow configuration.
- Technician permission is required in ServiceDesk Plus to view the requests raised from OpManager.
A notification profile to log a trouble ticket to ServiceDesk Plus must be configured and associated.

Steps to Configure

In ServiceDesk Plus:

Navigate to Admin > Apps & Add-ons > Integrations.
Under the ManageEngine tab, find the OpManager block.
Click Settings on the OpManager block.
Select Enable OpManager menu to add it to the application's menu bar. After the integration is configured, technicians can access OpManager easily by using this menu.
Enter the URL where the application is currently hosted.
Choose whether to sync OpManager devices in ServiceDesk Plus as assets or CIs.
Specify what should happen in ServiceDesk Plus when a device is deleted from OPManager: Delete asset/CI sync, or move it under a specific state (only applicable for assets).

If you choose Delete, assets/CIs will not be deleted from ServiceDesk Plus. Instead, the sync will stop and the deleted device information will be recorded in the Assets not synced/CIs not synced tab.

Choose how to handle device fields that are unavailable in ServiceDesk Plus: automatically create a new field or do nothing.

ServiceDesk Plus automatically maps fields with OpManager based on field names. If a field from OpManager doesn’t exist in ServiceDesk Plus, enabling this option will create the field and map it to the corresponding CI type or product type. For example, If Vendor is a device field in OpManager but doesn’t exist in ServiceDesk Plus, enabling this option will create a Vendor field for the product and sync the corresponding data from OpManager.

Click Test Connection and Save.

After the connection is established, use the Jump To link to switch over to OpManager server.

In OpManager:

Navigate to Settings > General Settings > Third Party Integrations.
On the ServiceDesk Plus block, click Configure.
Select the Product Type as ServiceDesk Plus.
Specify the following details:
- Server IP/DNS Name: Select the protocol, enter the server IP or DNS name, and the port number where ServiceDesk Plus is running.
- Technician Key: Obtain the technician API key from ServiceDesk Plus and paste it here.
- Ticket Settings: Choose if want to create a new request when an alert resurfaces in OpManager or reopen a previously closed request.
- Asset Settings: Enable syncing of devices from OpManager to ServiceDesk Plus. You can also allow devices details to be synced periodically in future, remove deleted devices in ServiceDesk Plus and sync device relationships to ServiceDesk Plus.

If the OpManager runs in HTTPS mode, you will have to generate and install a certificate to establish a connection between ServiceDesk Plus and the integrating application servers. Learn more here.

Integration Sync Rules

Integration sync rules enable you to auto sync devices in OpManager as assets or CIs in ServiceDesk Plus.

After the integration is configured, OpManager automatically pushes all device data into ServiceDesk Plus as assets or CIs. If the corresponding product type or CI type exists in ServiceDesk Plus, integration sync rules are set up automatically. Devices are then synced whenever they are created or edited.

For custom categories set up in OpManager, if the product type/CI type is unavailable in ServiceDesk Plus, then the devices will be categorized under the Unknown Device Types tab.

You can also define custom sync rules to map specific device types to Product/CI types in ServiceDesk Plus. For example, if you want to classify Workstations under the Server CI type, you can create a custom sync rule.

Create Sync Rules

Go to the Integration Rules tab.
Click New.
Fill out the fields using these pointers:

Field	Explanation
Source Module	Select the device type you want to sync from OpManager. E.g. Server, Workstation, etc.
Product Type/CI Type	Select the ServiceDesk Plus product/CI type where OpManager devices will be synced.
Description	Enter the sync rule purpose and usage.
Status	Enable or disable the sync rule. Disabled sync rules cannot be used for sync.
Identifier Rules	Identifier rules help determine which devices need to be synced. By defining an identifier rule, you instruct the system to match devices in two applications based on specific attributes. Select an OpManager field in the Column drop-down and map it to the corresponding ServiceDesk Plus field. OpManager will use the mapped ServiceDesk Plus field to identify devices. Use Case: Suppose a workstation named WS-1792 in OpManager is the same asset in ServiceDesk Plus with the name WS-1792.zylker.com. Without identifier rules, OpManager checks the asset name. When no matching asset is found, a new asset is created, resulting in duplicate asset entries. However, with an identifier rule Serial Number is Service Tag, the application only syncs data when the Serial Number of the device in OpManager matches the Service Tag of the workstation in ServiceDesk Plus. You can create up to five identifier rules.
Filter Device Type and create Asset/CI Type	You can further refine the source module selected using this option. Use Case: To sync Windows, Linux, and Mac workstations under different CI types, you can configure three separate sync rules with the following filter criteria: Product is Windows, Product is Linux, and Product is Mac, and select the destination CI type for each rule. Similarly, you can create a sync rule to restrict other workstation types from being synced. Create a CI type Unknown Configure a sync rule with the destination CI type as Unknown. Set the sync rule criteria as Product is not Windows, Product is not Linux, and Product is not Mac.
Map Device Type fields with Asset/CI Type fields	Map ServiceDesk Plus CI/asset fields to the corresponding OpManager device fields. Only the mapped field information will be synced. Use Case: If a device is monitored by multiple applications, and OpManager is just one of the integrated applications syncing device 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 OpManager. Meanwhile, other details can be synced from different applications.
Create drop-down options if it does not exist	Enable this option to add asset/CI type fields to relevant picklists in ServiceDesk Plus For example, if you're syncing new devices into the application, enabling this option will ensure that the synced assets/CIs are included in drop-downs that list all assets/CIs.

Finally, click Save.

Sync rules for CIs and assets will bypass fields mandated in the layout.

View Assets/CIs Not Synced

OpManager syncs devices based on the configured sync rules. If a device is not synced, its details and the reason for failure are recorded in the Assets not synced/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 device is deleted in OpManager, its details will be recorded in this tab.

Unknown Device Types

The Unknown Device Types tab lists categories that were not synced because the appropriate product type or CI type is not available in ServiceDesk Plus. It also displays a recommendation to set up the necessary sync rule for these devices.

For example, if a custom category Mobile Devices is created in OpManager, but a corresponding product type or CI type does not exist in ServiceDesk Plus, these devices will be listed under the Unknown Device Types tab.

Logging Requests

You can automatically log trouble tickets from OpManager to ServiceDesk Plus for specific network faults. The tickets will be logged as incident requests allowing IT admins to monitor network issues from OpManager.

Create a notification profile in OpManager under Settings > Notifications > Notification Profile. You can specify the ticket details to be populated in ServiceDesk Plus. When the request is generated, the ticket details will be automatically updated to the request.

OpManager also reopens older incidents if a new alert occurs similar to an older alert that raised the incident initially.

CI Sync

You can configure and sync assets/managed objects present in OpManager inventory to ServiceDesk Plus CMDB. The devices from OpManager are managed as CIs in ServiceDesk Plus under the relevant CI types. You can access the details of the CIs in ServiceDesk Plus from the CMDB tab.

The following device categories and their respective fields in OpManager are synced with ServiceDesk Plus:

Devices	Fields
Firewall, UPS, Printer	IP Address, DNS Name, Type, System Description, No. of. Interfaces, Uplink Dependency, Monitoring Protocol, Manufacturer, Service Tag, Serial Number.
Server, Desktop (Workstation)	IP Address, DNS Name, Type, System Description, RAM size, Hard disk size, No. of. Interfaces, Uplink Dependency, Monitoring Protocol, Manufacturer, Service Tag, Serial Number.
Virtual Hosts and Virtual Machines	IP Address, DNS Name, Type, System Description, RAM size, Hard disk size, No. of. Interfaces, Uplink Dependency, Monitoring Protocol, Manufacturer, Service Tag, Serial Number, Allowed Virtual Machines (for virtual host), and Virtual Machine Host name (for virtual machines)
Router, Switch	IP Address, DNS Name, Type, System Description, No. of. Interfaces, Uplink Dependency, Monitoring Protocol, Manufacturer, Service Tag, Serial Number, No. of. VLAN's
Unknown	IP Address, DNS Name, Type, System Description, No. of. Interfaces, Uplink Dependency, Monitoring Protocol, Service Tag, Serial Number, No. of. VLAN's, System Location, Contact Person, End of support date, Login details.

The virtual devices will be synced under server CI types

If the device details in the above-mentioned fields are updated or if the device is deleted in OpManager, the same will be reflected in ServiceDesk Plus.

Relationship Sync (Layer2)

In OpManager, you can discover Layer2 devices that are connected to your network and outline a visual map of the relation between the devices. This includes a detailed map of all the interfaces, nodes, interconnected layers and port-to-port connectivity. To start discovering your layer2 devices, go to Settings > Discovery > Layer2 Discovery and follow the instructions specified in the OpManager admin guide.

After a layer2 map is generated, the relationships (i.e. the connection and dependency details) between devices are synced to ServiceDesk Plus CMDB. This allows IT admins to visualize the IT infrastructure along with the interrelation between the CIs.

The layer2 map data is added over the relevant CIs under their relationship map.

Layer2 Map in OpManager (with unmanaged objects)

Relationship Map in ServiceDesk Plus (with unknown CIs)

For example, the relationship between HP Switch and a workstation (192.158.50.130) in Layer2 map will be automatically populated in the relationship map of both CIs (HP Switch and 192.158.50.130) under CMDB.

The relationship type Connected to - Connected to is used to denote the relationship between the CIs.

In OpManger, if the number of devices discovered during the Layer2 discovery exceeds the available node license count, the surplus devices will be categorized as Unmanaged Objects. During relationship sync with ServiceDesk Plus, unmanaged objects will be added under Unknown CI Type. If the unmanaged object is converted as a managed object in OpManager, the relevant unknown CI in ServiceDesk Plus will be moved to the respective CI type.

Sample (Layer2 Map synced as Relationship Map)

Layer2 Map in OpManager

Relationship Map in ServiceDesk Plus

Sync Virtual Devices Hierarchy

OpManager seamlessly discovers virtual clusters, hosts, VMs, and monitors the virtual network. These virtual clusters, hosts, VMs are synced with ServiceDesk Plus CMDB under Servers CI type.

Additionally, the virtual devices hierarchy identified during discovery and maintained in OpManager is synced with ServiceDesk Plus CMDB. Technicians can access the synced hierarchy details under the Relationships tab in the respective CI details page.

Currently, virtual devices relationships are synced from the following vendors: VmWare, HyperVM, Nutanix, and Xen.

OpManager must be updated to version 128188 or above and Servicedesk Plus must be updated to version 14820 to sync virtual devices hierarchy with ServiceDesk Plus CMDB.

The relationship type Virtualizes - Virtualized by is used to denote the relationship between virtual devices.

VmWare Relationships in ServiceDesk Plus

The VmWare hierarchy (VCenter - VmHost - Virtual devices) is synced from OpManager to ServiceDesk Plus:

Application Discovery and Dependency Mapping (ADDM) Integration

When APM Plugin is enabled in OpManager the ADDM data i.e, the application dependency details between resources in APM Plugin will be synced to the relationship map in ServiceDesk Plus CMDB.

To know more about the CI types that are synced from APM Plugin to ServiceDesk Plus, click here.

Relationship Types Used:

In ServiceDesk Plus, the following relationship types are utilized in the CMDB relationship map:

Connected to - Connected to

Uses - Used by

Virtualizes - VirtualizedBy

Manages - ManagedBy

Hosts - HostedOn

Runs - RunsOn

Frequently Asked Questions

How are assets added/overwritten by OpManager in ServiceDesk Plus?

OpManager checks for the asset name in ServiceDesk Plus. If the asset name is present, the details are updated to the existing asset. Else, a new asset will be created.

How does the relationship sync mechanism function?

After OpManager executes asset addition task and syncs the asset information into ServiceDesk Plus, OpManager collects the internal marking ID of the assets called CIID.

While syncing layer2 maps,

OpManager checks the CIID of the assets present in the map.
The assets are then located in ServiceDesk Plus.
The relationship is added between the relevant assets.

Can you sync information from ServiceDesk Plus to OpManager?

The integration between OpManager and ServiceDesk Plus is one-way. Only device data from OpManager can be pushed to ServiceDesk Plus.

Can you modify integration sync rules set up in ServiceDesk Plus?

Yes, you can modify existing sync rules in ServiceDesk Plus, but you cannot edit the destination of the device type synced. Only newly added devices will follow the updated rules, and previously synced devices will remain unchanged.

How to change the destination of the device type?

You cannot change the destination of the device type after the sync rule is set up in ServicDesk Plus (e.g. changing from from Workstation -> Workstation to Workstation -> Server). However, you can delete the sync rule and configure an additional sync rule for the destination.

What happens if I delete a sync rule?

If you delete a sync rule, device data will no longer be synced from OpManager.

What happens if a device is deleted in OpManager?

If a device is deleted in OpManager, its data of the device will no longer be synced. The deleted device information will be recorded under the Assets not synced/CIs not synced tab.