Zapier is a web-based service that connects your apps and services and automates repetitive processes between two applications.
When you integrate with Zapier, you can use a Zap to connect ServiceDesk Plus with external web applications and configure actions between them. A Zap is an automated workflow that connects apps and services together.
ServiceDesk Plus provides ready-to-use Zaps, or you can create a Zap from scratch by setting up triggers, adding actions, and testing it.
SDAdmin in ServiceDesk Plus
Admin in Zapier
You can integrate Zapier with ServiceDesk Plus in your Zapier Account.
In your Zapier account, choose a Zap template.
Sign in to your ServiceDesk Plus account.
Enter Domain name and Integration Key and click Yes, Continue to ManageEngine Service Desk On-premise.
Built-in Zaps are bundled with triggers and actions, allowing users to set up integrations instantly.
To use a built-in Zap,
In your Zapier account, go to the Create a Zap section on the dashboard.
Select the apps to be connected.
Select the triggers and actions listed in the respective drop-downs.
Click Try it to test and enable your zap.
ServiceDesk Plus currently supports triggers and actions with various products in the following sectors:
Visit Zapier for the updated list of triggers and actions.
A trigger is an event that starts a Zap. It defines how and when the Zap must run. For example, you can set up request creation in ServiceDesk Plus as a trigger to automatically raise a ticket in any third-party site.
There are two types of triggers:
Polling Trigger
Instant Trigger
Zaps operate on polling basis. The application's server will be checked for trigger data on regular intervals, depending on the subscription plan. All updates received within the interval will be processed the next time the server is polled for updates.
In the Zap editor, set up the trigger by configuring the following attributes:
Step 1: Choose app & event
Select ManageEngine ServiceDesk Plus On-Premise as the app where the trigger event occurs. You can also use the search option.
Pick a specific trigger as the event to start the Zap.
After selecting the event, click Continue.
Step 2: Choose account
Choose a ServiceDesk Plus account that the Zap must use to identify the trigger. Use Connect a new account to sign in to the ServiceDesk Plus and authorize Zapier to access ServiceDesk Plus data.
Click Continue.
After choosing an account, click Continue.
Step 3: Set up trigger
Specify the conditions when the trigger must be executed. The conditions can be defined in terms of field values of incoming requests, changes, or assets. If no condition is specified, the trigger will be set for all new requests, change requests, or assets in the default service desk instance of the chosen account.
Step 4: Test Trigger
Test the Zap functions by obtaining up to three unique samples from ServiceDesk Plus that match the predefined conditions in the trigger.
Select and save one sample from the list. The sample you select will later be used to test the actions in the Zap. You can switch between samples at any time.
Instant triggers are webhook-based and enable Zapier to send automated information to other apps. When an instant trigger is executed, the preconfigured actions in the Zap will be performed.
In the Zap editor, set up the trigger by configuring the following attributes:
Step 1: Choose app & event
In the Zap editor, type 'Webhooks' in the App Event search box.
Choose Webhooks by Zapier from the search results.
Choose Catch Hook from the list of webhooks displayed as the event
Click Continue.
Step 2: Set up trigger
Specify the child key to limit the payload fetched via webhook. This step is optional.
Click Continue.
Step 3: Test Trigger
Copy the generated unique webhook URL.
Configure the webhook URL to a trigger in ServiceDesk Plus.
Click Test trigger to ensure the webhook trigger functions as intended.
An action is an event that a Zap performs. For example, you can set up ticket creation in a third-party bug tracking software as an action when a request is logged in ServiceDesk Plus .
Actions are of two types: App Action and App Search.
App Action
App actions refer to create or update actions performed in an app via Zaps.
In the Zap editor, you can set up the app action after configuring the trigger. Setting up a Zap action involves configuring the following attributes:
Step 1: Choose app & event
Select ManageEngine ServiceDesk Plus as the app where the action occurs. You can also use the search option.
Pick a specific action as the event to be executed. The following app actions are supported on Zapier:
Create Request - Creates a request in a specific service desk instance with the given details. While configuring the action in a Zap, you must provide the request's subject (mandatory field). All other fields are optional. If no service desk instance is provided, the request will be logged in the default service desk instance of the chosen account.
Update Request - Update a request's fields. You must provide the display ID (mandatory field) of the request to be updated along with the new field values.
Create Announcement - Send an announcement to all or specific users in an instance. While configuring this action in a Zap, you must provide the announcement's title and description (mandatory fields). All other fields are optional.
Create Change - Adds a new change request in a specific portal with the given details. While configuring this action in a Zap, you must provide the change request's title and status comment (mandatory fields). The other fields are optional. If no service desk instance is provided, the change request will be added to the default service desk instance of the chosen account.
Add Note - Adds a note to an existing request. While configuring this action in a Zap, Request ID, Description, and other mandatory fields should be provided.
Associate Request With Problem - Associates a request with the problem ID of the request.
Create Solution - Adds a new solution request in a specific portal with the given details. While configuring this action in a Zap, Solution ID, and other mandatory fields should be provided
Update Change - Updates a change request. You must provide the display ID (mandatory field) of the request to be updated along with new field values.
Update Solution - Updates a Solution. You must provide the display ID (mandatory field) of the request to be updated along with the new field values.
Invoke API Call - Makes API calls to ServiceDesk Plus to perform actions via V3 APIs.
After selecting the event, click Continue.
Step 2: Choose an account
Choose a ServiceDesk Plus account that the Zap must use to perform the action. Use Connect a new account option to sign in to the ServiceDesk Plus and authorize Zapier to access ServiceDesk Plus data.
Click Continue.
Step 3: Set up action
Specify the event that must occur through the Zap in the selected service desk instance. Apart from the instances fetched from the selected account, you can also execute actions in other service desk instances. Select the Portal field in the Zap.
The fields populated to capture the event details depend on the app event selected in step1.
Step 4: Test action
Test the Zap to perform the configured action using the sample trigger. You can also view the exact values of the trigger used to perform the action. Ensure the action does not result in any unintended consequences. If needed, you can always choose a different sample for testing.
Click Test and Continue.
Step 5: Publish the Action
Review the sample action and click Publish Zap.
Helper steps function the same way in any Zap. Please refer to Zapier's resources to learn how to add filters, paths, delays, and formatters to the Zap.
After building a Zap, you can enable it right from the editor while publishing it. You can also toggle ON the Zap from the Home page.
In your Zapier account, go to Zaps > Home and locate the zap. Click the 
icon beside the zap and select Turn off and Delete Zap.
