UEM Products Integration

ServiceDesk Plus integrates with unified endpoint management (UEM) products to help IT admins manage and secure endpoint devices such as workstations, smartphones, or virtual machines from a central location. The UEM product integration allows IT admins to execute tasks related to endpoint devices right from the help desk console.

Note: UEM features such as remote, tools action, etc., will be available for users who purchased UEM nodes. Users who got 25 nodes as free with UEM free edition will also get these features for the 25 nodes alone.

You can integrate any one of the following UEM products with ServiceDesk Plus. Ensure the UEM product is running in the latest compatible uem exe versions:

Endpoint Central - version 10.1.2137.13
Patch Manager Plus - version 10.1.2228.8
Remote Access Plus - version 10.1.2228.8
Application Control Plus - version 10.1.2228.8
Vulnerability Manager Plus - version 10.1.2228.8
Device Control Plus - version 10.1.2228.8

Roles Required: SDAdmin

This page discusses UEM products integration in the following topics:

Prerequisites
Benefits of integrating UEM products with ServiceDesk Plus
Configure Integration
Configure Actions
Actions supported in various UEM products

Prerequisites

Install ServiceDesk Plus application and any one of the UEM products.
Update ServiceDesk Plus to version 14000 or later.
Ensure a working connection between the application servers.

Benefits of integrating UEM products with ServiceDesk Plus

Scan inventories easily.
Scan workstations for inventory details related to hardware and software applications and update UEM products.
Auto-assign owners for workstations based on the last login recorded in UEM products.
Initiate remote sessions using the remote control option.
Scan workstations manually to get information about missing patches and update UEM products.

Configure Integration

Go to Admin > Apps & Add-ons > Integrations.
Under ManageEngine tab, find the UEM products card.
Click Settings on the UEM products card.
Select Enable UEM add-on menu to display the menu in the application's header. After integration, technicians can use this menu to access the integrated UEM product in just a click from the application header.
Select the required UEM application from the available options.
Enter the URL where the application is currently hosted.
Click Change API Key. Enter your admin API Key from the UEM product or click Generate to create a new API key.
Click Test Connection and Save to establish a connection between ServiceDesk Plus and the UEM product server.

You can enable UEM actions under Template Actions on the Workflow tab of service request templates. When a request is created with the template, the actions enabled will be displayed under Custom Actions.

Configure Actions

You can limit the usage of UEM actions to specific users or requests. Associate roles and request templates with UEM actions by clicking the icon beside the action name and following the pointers mentioned below.

Fields	Description
Action Name*	Provide a name for the action. This name will be displayed under Custom Actions inside the request details page.
Description	Briefly describe the action.
Associate Roles*	Choose who can access UEM actions - All Roles or Select Roles.
Associate Templates	Choose templates for which the corresponding UEM actions will be displayed: All Templates, All Incident Templates, All Service Templates, or Select Templates.

* Mandatory fields

Finally, click Update.

Actions Supported in Various UEM Products

After integration, ServiceDesk Plus supports the following actions that authorized technicians can perform under Custom Actions on the request details page.

UEM Product	Purpose	Actions Supported
Endpoint Central	Manages endpoint devices such as servers, laptops, desktops, mobile devices, or browsers from a single console.	Install/Uninstall software Remote control Resolve request using templates Run script Tools
Remote Access Plus	Helps system administrators and IT help desk technicians in troubleshooting remote computers from a central location.	Remote control Tools
Patch Manager Plus	Provides support to deploy patches across desktops, laptops, servers, roaming devices and virtual machines, from a single interface.	Remote control
Application Control Plus	Controls applications that run in your network.	Remote control
Vulnerability Manager Plus	Secures your network with built-in patching that delivers comprehensive visibility, assessment, and remediation of threats and vulnerabilities.	Remote control
Device Control Plus	Controls, blocks, and monitors USB and peripheral devices to prevent unauthorized access to your sensitive data.	Remote control

A brief explanation of UEM actions is given below:

Install/Uninstall Software: Technicians can install or uninstall the required software to organization's endpoint devices without any authorization from the end user.

Remote Control: Allows administrators and technicians with required permission to access remote computers in a network. This helps technicians to troubleshoot remote computers from a central location.

Resolve Requests Using Templates: You can use user-defined templates in Endpoint Central to solve requests in ServiceDesk Plus.

Run Script: Allows technicians to execute scripts on endpoint devices to resolve the request.

Tools: Performs various endpoint device management operations from ServiceDesk Plus console.

Lock: Locks the endpoint device using the UEM product agent. After locking, a note will be added to that particular request.
Shutdown: Closes all applications forcibly, before shutting down the computer. You can also use this option when applications are running in the background and you want to shut down the computer immediately.
Restart: Restarts a remote computer.
Hibernate: Sets a remote computer in hibernate mode.
Chat: Allows administrators to communicate with any logged-in user within the network and remote locations.
System Manager: Helps IT departments manage remote computers efficiently. System manager allows administrators to perform various system management tasks without users interaction. You can also monitor the processes, services, software, users, and other details about the systems you manage.
StandBy: Sets a remote computer in standby mode.
Wake on LAN: Wakes up a computer within same/different subnets.