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Connectors

ServiceDesk Plus (Pro)

The ManageEngine ServiceDesk Plus Integration allows you to push DefectDojo Findings and Finding Groups as ServiceDesk Plus requests, assigned to a support Group of your choice. Both the cloud (ServiceDesk Plus OnDemand) and on-premises editions are supported by the same integration - the credentials you provide determine which mode is used.

Instance Setup

  • Label should be the label that you want to use to identify this integration.
  • Location should be set to your ServiceDesk Plus URL: https://sdpondemand.manageengine.com for the cloud edition (or your regional equivalent), or your server’s address for on-premises installs.

Then provide one of the two credential sets:

On-premises: Technician Key

  • Technician Key should be an API key generated for a technician on your server, under Admin > General Settings > API. Leave the Zoho OAuth fields empty.

Cloud: Zoho OAuth

The cloud edition authenticates through Zoho Accounts OAuth:

  1. Open the Zoho API Console and create a Self Client.
  2. Note the Client ID and Client Secret.
  3. In the Self Client’s “Generate Code” tab, enter the scope SDPOnDemand.requests.ALL, choose a duration, and generate the code.
  4. Exchange the code for a refresh token:
curl --request POST \
 --url 'https://accounts.zoho.com/oauth/v2/token' \
 --data 'grant_type=authorization_code' \
 --data 'client_id={{CLIENT_ID}}' \
 --data 'client_secret={{CLIENT_SECRET}}' \
 --data 'code={{GENERATED_CODE}}'
  1. Enter the Client ID, Client Secret, and the returned Refresh Token in the instance form. If your account is hosted outside the US data center, set Token URL to your regional Zoho Accounts endpoint (for example https://accounts.zoho.eu/oauth/v2/token).

Issue Tracker Mapping

  • Group Name should be the name of the ServiceDesk Plus support group requests will be assigned to, exactly as it appears under Admin > Users > Support Groups.

Severity Mapping Details

This maps to the ServiceDesk Plus request Priority field by name, using your account’s priority names:

  • Severity Field Name: Priority
  • Info Mapping: Low
  • Low Mapping: Normal
  • Medium Mapping: Medium
  • High Mapping: High
  • Critical Mapping: High

Status Mapping Details

This maps to the request Status field by name. The defaults use the built-in statuses:

  • Status Field Name: Status
  • Active Mapping: Open
  • Closed Mapping: Closed
  • False Positive Mapping: Closed
  • Risk Accepted Mapping: On Hold

A few ServiceDesk Plus-specific behaviors to be aware of:

  • Updates sync the full request content - unlike most trackers, ServiceDesk Plus allows the subject and description to be edited after creation.
  • Requests are closed rather than deleted when a Finding is removed; requests already Closed or Resolved are left untouched.
  • If your account makes fields mandatory on closure (for example a resolution), a close pushed from DefectDojo may be rejected by those rules and will appear in the Integration errors table.
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