ServiceDesk Plus integration setup guide

This document outlines the required ServiceDesk Plus configuration steps to enable integration with Support Fusion. Complete these steps in your ServiceDesk Plus instance before configuring the connection in Support Fusion.

Prerequisites

• ServiceDesk Plus cloud instance administrator access
• Knowledge of ServiceDesk Plus technician management and permissions
• Understanding of ServiceDesk Plus request management

Step 1: Create API Integration Technician

This dedicated technician account will be used by Support Fusion to authenticate with your ServiceDesk Plus instance and perform all integration activities. Any actions performed through the integration (such as creating, updating, or commenting on requests) will appear in ServiceDesk Plus audit logs and activity feeds as being performed by this technician.

1.1 Create New Technician Account

1. Log into ServiceDesk Plus as an administrator
2. Navigate to Setup > Users
3. Click New Technician
4. Fill in the required fields (suggested values shown below:
   • Display Name: Choose an appropriate login name for the integration user
   • First Name: Support Fusion
   • Last Name: Integration
   • Email: Use a monitored email address (e.g., support.fusion@yourcompany.com)
5. Tick Enable login for this technician
6. Select Enable Custom Privileges to assign a role
7. Move the SDCo-ordinator role to the right 
8. Save the technician record

Step 2: Prepare Your ServiceDesk Plus URL

Identify your ServiceDesk Plus base URL - this is the same URL your users access for the ServiceDesk Plus portal:

Common URL Formats:

• US Region: https://sdpondemand.manageengine.com
• Australia Region: https://servicedeskplus.net.au
• Custom Domain: Your organisation's custom ServiceDesk Plus URL (e.g., https://servicedesk.yourcompany.com)

Important: Only provide the base URL without any path suffixes. Support Fusion will automatically handle the required API endpoints.

Multi-Portal Instances (Optional)

If your ServiceDesk Plus instance uses multiple portals:

1. Identify the portal name you want to connect to Support Fusion
2. You'll need to enter this portal name during the Support Fusion configuration
3. If you have a single portal instance, you can skip this step

Step 3: Configure Support Fusion Integration

Once you have completed the ServiceDesk Plus configuration steps above, proceed to configure the integration in Support Fusion:

3.1 Access Platform Configuration

1. Log into Support Fusion
2. Navigate to Settings in the sidebar
3. If ServiceDesk Plus was selected during organisation registration, it will be pre-selected. Otherwise, select ServiceDesk Plus from the platform dropdown

3.2 Enter Configuration Details

1. Base URL: Enter your ServiceDesk Plus base URL from Step 2
   • Example: https://sdpondemand.manageengine.com
   • Example: https://servicedeskplus.net.au
   • Example: https://servicedesk.yourcompany.com
2. Portal Name (Optional): If you have a multi-portal setup, enter the specific portal name you want to connect
   • Leave blank for single portal instances
   • This field only needs to be completed if you're connecting to a specific portal in a multi-portal environment

3.3 Authorise the Connection

1. Click the Authorise button
2. You will be redirected to ServiceDesk Plus to complete the OAuth2 authorisation
3. Log in using the Support Fusion Integration technician credentials created in Step 1.1
4. Review the permission request screen which will state:
   • "To do all kind of operations ( create , read , update , delete ) for requests"
5. Check the box: "I allow Support Fusion to access the above data from my Zoho account"
6. Click Accept
7. You will be automatically redirected back to Support Fusion

3.4 Test the Connection

1. Once redirected back to Support Fusion, locate the Test Connection button
2. Click Test Connection to verify the integration
3. A successful test confirms:
   • Authentication is working correctly
   • The technician has the required permissions to read requests
   • Support Fusion can communicate with your ServiceDesk Plus instance

Troubleshooting

Common Issues:

Authentication Failed:

• Verify you logged in with the correct technician account during OAuth authorisation
• Confirm the technician account is active and not disabled
• Check that you accepted the permissions during the OAuth flow

Permission Denied:

• Review the technician permissions match those listed in Step 1.2
• Ensure the technician has at least Read Requests permission
• Verify the technician has access to the requests you want to synchronise

Invalid Base URL:

• Ensure the URL format matches your ServiceDesk Plus instance
• Remove any path suffixes (e.g., /app, /api) - only provide the base URL
• Verify you're using the correct regional URL (US, AU, or custom domain)
• Check there are no extra spaces or characters in the URL

Multi-Portal Issues:

• If using a multi-portal setup, verify the portal name is entered correctly
• Check that the technician has access to the specified portal
• Portal names should be lower case