ServiceDesk Plus V3
Integration version: 4.0
Configure ServiceDesk Plus V3 to work with Google Security Operations SOAR
How to generate API Token
Go to your admin user console.
Click on it, and then click Generate API Key.
A dialog shows your key generation status.
- If you have already generated the key, make sure to keep it somewhere safe, otherwise, you will have to regenerate.
- If not, click Generate key and the API key will be shown right away.
Configure ServiceDesk Plus V3 integration in Google Security Operations SOAR
For detailed instructions on how to configure an integration in Google Security Operations SOAR, see Configure integrations.
Integration parameters
Use the following parameters to configure the integration:
| Parameter Display Name | Type | Default Value | Is Mandatory | Description |
|---|---|---|---|---|
| Api Root | String | http://{IP OR FQDN}:8080/api/v3/ | Yes | API Root of ServiceDesk Plus. |
| Api Token | String | N/A | Yes | API token of the ServiceDesk Plus. (also called "Technician Key") |
| Verify SSL | Checkbox | Unchecked | Yes | If enabled, verifies that the SSL certificate for the connection to the ServiceDesk Plus server is valid. |
Actions
Ping
Description
Test connectivity to ServiceDesk Plus V3 with parameters provided at the integration configuration page in the Google Security Operations Marketplace tab.
Parameters
N/A
Use cases
The action is used to test connectivity at the integration configuration page on the Google Security Operations Marketplace tab, and it can be executed as a manual action, not used in playbooks.
Run On
This action doesn't run on entities.
Action Results
Script Result
| Script Result Name | Value Options | Example |
|---|---|---|
| is_success | True/False | is_success:False |
Case Wall
| Result Type | Value / Description | Type |
|---|---|---|
| Output message* | The action should not fail nor stop a playbook execution: If successful: "Successfully connected to the ServiceDesk Plus V3 with the provided connection parameters!" The action should fail and stop a playbook execution: If a critical error, like wrong credentials or lost connectivity is reported: "Failed to connect to the ServiceDesk Plus V3! Error is {0}".format(exception.stacktrace) |
General |
Add Note
Description
Add a note to a request.
Parameters
| Parameter Display Name | Type | Default Value | Is Mandatory | Description |
|---|---|---|---|---|
| Request ID | String | N/A | Yes | The requests' ID. |
| Note | String | N/A | Yes | The note's content. |
| Show To Requester | Checkbox | Unchecked | No | Specify whether the note should be shown to the requester or not. |
| Notify Technician | Checkbox | Unchecked | No | Specify whether the note should be shown to the requester or not. |
| Mark as First Response | Checkbox | Unchecked | No | Specify whether this note should be marked as the first response. |
| Add to linked Requests | Checkbox | Unchecked | No | Specify whether this note should be added to the linked requests. |
Run On
This action doesn't run on entities.
Action Results
Script Result
| Script Result Name | Value Options | Example |
|---|---|---|
| is_success | True/False | is_success:False |
JSON Result
{
"response_status": {
"status_code": 2000,
"status": "success"
},
"request_note": {
"created_time": {
"display_value": "Nov 10, 2020 01:14 AM",
"value": "1690499678XXX"
},
"request": {
"subject": "New Subject Dropdown",
"id": "00"
},
"show_to_requester": false,
"description": "New Note",
"id": "23",
"created_by": {
"email_id": null,
"name": "administrator",
"is_vipuser": false,
"id": "4",
"department": null
}
}
}
Case Wall
| Result Type | Value / Description | Type |
|---|---|---|
| Output message* | The action should not fail nor stop a playbook execution: If successful: "Successfully added note to ServiceDesk Plus request. Request ID: {ID} , note ID: {note.id}." If the "Request ID" parameter is not found: "Action wasn't able to add note to request with ID {ID} in ServiceDesk Plus. Reason: Request with ID {ID} wasn't found." The action should fail and stop a playbook execution: If not successful: "Error executing action "Add Note action". Reason: {0}''.format(error.Stacktrace) |
General |
Close Request
Description
Close a request.
Parameters
| Parameter Display Name | Type | Default Value | Is Mandatory | Description |
|---|---|---|---|---|
| Request ID | String | N/A | Yes | The request's ID. |
| Comment | String | N/A | Yes | Closing comment. |
| Resolution Acknowledged | Checkbox | Unchecked | No | Whether the resolution of the request is acknowledged or not. |
Run On
This action doesn't run on entities.
Action Results
Script Result
| Script Result Name | Value Options | Example |
|---|---|---|
| is_success | True/False | is_success:False |
JSON Result
{
"response_status": {
"status_code": 2000,
"messages": [
{
"status_code": 2000,
"type": "success",
"message": "Request(s) closed successfully."
}
],
"status": "success"
}
}
Case Wall
| Result Type | Value / Description | Type |
|---|---|---|
| Output message* | The action should not fail nor stop a playbook execution: If successful: Print "Successfully closed ServiceDesk Plus request with ID {ID} ." If Request ID not found: Print "Action wasn't able to close request with ID {ID} in ServiceDesk Plus. Reason: Request with ID {ID} wasn't found." The action should fail and stop a playbook execution: If not successful: Print "Error executing action "Close Request action". Reason: {0}''.format(error.Stacktrace) |
General |
Add Note and Wait for Reply
Description
Add a note to a request.
Parameters
| Parameter Display Name | Type | Default Value | Is Mandatory | Description |
|---|---|---|---|---|
| Request ID | String | N/A | Yes | The requests' ID. |
| Note | String | N/A | Yes | The note's content. |
| Show To Requester | Checkbox | Unchecked | No | Specify whether the note should be shown to the requester or not. |
| Notify Technician | Checkbox | Unchecked | No | Specify whether the note should be shown to the requester or not. |
| Mark as First Response | Checkbox | Unchecked | No | Specify whether this note should be marked as first response. |
| Add to linked Requests | Checkbox | Unchecked | No | Specify whether this note should be added to the linked requests. |
Run On
This action doesn't run on entities.
Action Results
Script Result
| Script Result Name | Value Options | Example |
|---|---|---|
| is_success | True/False | is_success:False |
JSON Result
{
"response_status": {
"status": "Success",
"statuscode": "2000"
},
"request_note": {
"id": "1",
"description": "Need more info on this topic. Please contact me.",
"created_by": {
"id": "4",
"name": "administrator"
},
"show_to_requester": true,
"request": {
"id": "2"
},
"created_time": {
"value": 1455520864880,
"display_value": "Feb 15, 2016 12:51 PM"
}
}
}
Case Wall
| Result Type | Value / Description | Type |
|---|---|---|
| Output message* | The action should not fail nor stop a playbook execution: If successful: "Successfully added note to ServiceDesk Plus request. Request ID: {ID} , note ID: {note.id}." If the "Request ID" parameter is not found: "Action wasn't able to add note to request with ID {ID} in ServiceDesk Plus. Reason: Request with ID {ID} wasn't found." The action should fail and stop a playbook execution: If not successful: "Error executing action "Add Note action". Reason: {0}''.format(error.Stacktrace) |
General |
Create Alert Request
Description
Create a request related to a Google Security Operations SOAR alert.
Parameters
| Parameter Display Name | Type | Default Value | Is Mandatory | Description |
|---|---|---|---|---|
| Subject | String | N/A | Yes | The subject of the request. |
| Requester | String | User of the API key | Yes | The requester of the request. If not specified, set to the user of the API key. |
| Assets | String | N/A | No | Names of Assets to be associated with the request. |
| Status | String | N/A | No | The status of the request. |
| Technician | String | N/A | No | The name of the technician assigned to the request. |
| Priority | String | N/A | No | The priority of the request. |
| Urgency | String | N/A | No | The urgency of the request. |
| Category | String | N/A | No | The category of the request. |
| Request Template | String | N/A | No | The template of the request. |
| Request Type | String | N/A | No | The type of the request. Example: Incident, Service Request |
| Due By Time (ms) | String | N/A | No | The due date of the request in milliseconds. |
| Mode | String | N/A | No | The mode in which this request is created. Example: E-mail |
| Level | String | N/A | No | The level of the request. |
| Site | String | N/A | No | Denotes the site to which this request belongs. |
| Group | String | N/A | No | Group to which this request belongs. |
| Impact | String | N/A | No | The impact of the request. |
Run On
This action doesn't run on entities.
Action Results
Script Result
| Script Result Name | Value Options | Example |
|---|---|---|
| is_success | True/False | is_success:False |
JSON Result
{
"request": {
"ola_due_by_time": null,
"subject": "Test request number 2",
"resolution": {
"submitted_on": {
"display_value": "Oct 28, 2020 09:31 PM",
"value": "1603945909120"
},
"submitted_by": {
"email_id": null,
"name": "administrator",
"is_vipuser": false,
"id": "4",
"department": null
},
"resolution_attachments": [],
"content": "Mail Fetching Server problem has been fixed"
},
"linked_to_request": null,
"mode": null,
"lifecycle": null,
"reason_for_cancel": null,
"assets": [
{
"name": "servicedesk.workgroup",
"id": "24"
}
],
"is_trashed": false,
"id": "6",
"assigned_time": null,
"group": null,
"requester": {
"email_id": null,
"name": "administrator",
"is_vipuser": false,
"id": "4",
"department": null
},
"cancel_requested_by": null,
"email_to": [],
"created_time": {
"display_value": "Oct 28, 2020 09:31 PM",
"value": "1603945909120"
},
"item": null,
"level": null,
"has_resolution_attachments": false,
"approval_status": null,
"impact": null,
"service_category": null,
"sla": null,
"priority": null,
"created_by": {
"email_id": null,
"name": "administrator",
"is_vipuser": false,
"id": "4",
"department": null
},
"scheduled_end_time": null,
"tags": [],
"first_response_due_by_time": null,
"last_updated_time": null,
"has_notes": false,
"impact_details": "Routine tasks are pending due to mail server problem",
"subcategory": null,
"email_cc": [],
"status": {
"color": "#0066ff",
"name": "Open",
"id": "2"
},
"scheduled_start_time": null,
"template": {
"is_service_template": false,
"name": "Default Request",
"id": "1"
},
"email_ids_to_notify": [],
"request_type": {
"name": "Incident",
"id": "1"
},
"cancel_requested_time": null,
"description": "I am unable to fetch mails from the mail server",
"has_dependency": false,
"has_conversation": false,
"callback_url": null,
"chat_type": 0,
"is_service_request": false,
"urgency": null,
"is_shared": false,
"cancel_requested": false,
"has_request_initiated_change": false,
"request_template_task_ids": [],
"department": null,
"is_reopened": false,
"has_draft": false,
"has_attachments": false,
"has_linked_requests": false,
"is_overdue": false,
"technician": null,
"has_request_caused_by_change": false,
"has_problem": false,
"due_by_time": null,
"has_project": false,
"is_first_response_overdue": false,
"cancel_requested_is_pending": false,
"category": null
},
"response_status": {
"status_code": 2000,
"status": "success"
}
}
Case Wall
| Result Type | Value / Description | Type |
|---|---|---|
| Output message* | The action should not fail nor stop a playbook execution: If successful: "Successfully created ServiceDesk Plus request" The action should fail and stop a playbook execution: If not successful: "Error executing action "Create Alert Request action". Reason: {0}''.format(error.Stacktrace) |
General |
Create Request
Description
Create a new request.
Parameters
| Parameter | Type | Default Value | Is Mandatory | Description |
|---|---|---|---|---|
| Subject | String | N/A | Yes | The subject of the request. |
| Requester | String | User of the API key | Yes | The requester of the request. If not specified, set to the user of the API key. |
| Description | String | N/A | No | The description of the request. |
| Assets | String | N/A | No | Names of Assets to be associated with the request. |
| Status | String | N/A | No | The status of the request. |
| Technician | String | N/A | No | The name of the technician assigned to the request. |
| Priority | String | N/A | No | The priority of the request. |
| Urgency | String | N/A | No | The urgency of the request. |
| Category | String | N/A | No | The category of the request. |
| Request Template | String | N/A | No | The template of the request. |
| Request Type | String | N/A | No | The type of the request. Example: Incident, Service Request |
| Due By Time (ms) | String | N/A | No | The due date of the request in milliseconds. |
| Mode | String | N/A | No | The mode in which this request is created. Example: E-mail |
| Level | String | N/A | No | The level of the request. |
| Site | String | N/A | No | Denotes the site to which this request belongs. |
| Group | String | N/A | No | Group to which this request belongs. |
| Impact | String | N/A | No | The impact of the request. |
Run On
This action doesn't run on entities.
Action Results
Script Result
| Script Result Name | Value Options | Example |
|---|---|---|
| is_success | True/False | is_success:False |
Case Wall
| Result Type | Value / Description | Type |
|---|---|---|
| Output message* | The action should not fail nor stop a playbook execution: If successful: "Successfully created ServiceDesk Plus request" The action should fail and stop a playbook execution: If not successful: "Error executing action "Create Request action". Reason: {0}''.format(error.Stacktrace) |
General |
Get Request
Description
Retrieve information about a request In ServiceDesk Plus.
Parameters
| Parameter | Type | Default Value | Is Mandatory | Description |
|---|---|---|---|---|
| Request ID | String | N/A | Yes | The ID of the request. |
Run On
This action doesn't run on entities.
Action Results
Script Result
| Script Result Name | Value Options | Example |
|---|---|---|
| is_success | True/False | is_success:False |
Case Wall
| Result Type | Value / Description | Type |
|---|---|---|
| Output message* | The action should not fail nor stop a playbook execution: If successful: "Successfully fetched ServiceDesk Plus request with ID {ID} ." If the "Request ID" parameter is not found: "Action wasn't able fetch request with ID {ID} in ServiceDesk Plus. Reason: Request with ID {ID} wasn't found." The action should fail and stop a playbook execution: If not successful: "Error executing action "Get Request action". Reason: {0}''.format(error.Stacktrace) |
General |
Wait for Field Update
Description
Wait for a field of a request to update to a desired value.
Parameters
| Parameter | Type | Default Value | Is Mandatory | Description |
|---|---|---|---|---|
| Request ID | String | N/A | Yes | The ID of the request. |
| Field Name | String | N/A | Yes | The name of the field to be updated. |
| Values | String | N/A | Yes | Desired values for the given field. |
Run On
This action doesn't run on entities.
Action Results
Script Result
| Script Result Name | Value Options | Example |
|---|---|---|
| is_success | True/False | is_success:False |
Case Wall
| Result Type | Value / Description | Type |
|---|---|---|
| Output message* | Action should not fail and not stop playbook execution: If successfully created a wait (async action) task for the field: "Created analysis tasks for the field: {0}".format([fields_list]). If fail to create an analysis task for all of the provided fields: "No ServiceDesk Plus analysis tasks were created." If still waiting for field to be updated: "Action waiting for the next update" Action should fail and stop playbook execution: If a critical error, like wrong credentials or lost connectivity is reported: "Failed to connect to the ServiceDesk service! Error is {0}".format(exception.stacktrace) |
General |
Update Request
Description
Update a ServiceDesk Plus request through it's ID.
Parameters
| Parameter | Type | Default Value | Is Mandatory | Description |
|---|---|---|---|---|
| Request ID | String | N/A | True | The ID of the request to update. |
| Subject | String | N/A | No | The subject of the request. |
| Requester | String | N/A | No | The requester of the request. If not specified, set to the user of the API key. |
| Description | String | N/A | No | The description of the request. |
| Assets | String | N/A | No | Names of Assets to be associated with the request. The parameter can also get a list of comma separated strings with names of assets. |
| Status | String | N/A | No | The status of the request. |
| Technician | String | N/A | No | The name of the technician assigned to the request. |
| Priority | String | N/A | No | The priority of the request. |
| Urgency | String | N/A | No | The urgency of the request. |
| Category | String | N/A | No | The category of the request. |
| Request Template | String | N/A | No | The template of the request. |
| Request Type | String | N/A | No | The type of the request. Example: Incident, Service Request |
| Due By Time (ms) | String | N/A | No | The due date of the request in milliseconds. |
| Mode | String | N/A | No | The mode in which this request is created. Example: E-mail |
| Level | String | N/A | No | The level of the request. |
| Site | String | N/A | No | Denotes the site to which this request belongs. |
| Group | String | N/A | No | Group to which this request belongs. |
| Impact | String | N/A | No | The impact of the request. |
Run On
This action doesn't run on entities.
Action Results
Script Result
| Script Result Name | Value Options | Example |
|---|---|---|
| is_success | True/False | is_success:False |
Case Wall
| Result Type | Value / Description | Type |
|---|---|---|
| Output message* | The action should not fail nor stop a playbook execution: If successful: "Successfully updated ServiceDesk Plus request with ID {ID} ." If the "Request ID" parameter is not found: "Action wasn't able update request with ID {ID} in ServiceDesk Plus. Reason: Request with ID {ID} wasn't found." The action should fail and stop a playbook execution: If not successful: "Error executing action "Update Request action". Reason: {0}''.format(error.Stacktrace) |
General |
Wait for Status Update
Description
Wait for the status of a request ot update to a desired status.
Parameters
| Parameter | Type | Default Value | Is Mandatory | Description |
|---|---|---|---|---|
| Request ID | String | N/A | Yes | The ID of the request. |
| Values | String | N/A | Yes | Desired values for the given field. |
Run On
This action doesn't run on entities.
Action Results
Script Result
| Script Result Name | Value Options | Example |
|---|---|---|
| is_success | True/False | is_success:False |
Case Wall
| Result Type | Value / Description | Type |
|---|---|---|
| Output message* | Action should not fail and not stop playbook execution: If successfully created a wait (async action) task for the field: "Created analysis tasks for the field: {0}".format([fields_list]). If failed to create analysis task for all of the provided field: "No ServiceDesk Plus analysis tasks were created." If still waiting for field to be updated: "Action waiting for the next update" Action should fail and stop playbook execution: If a critical error, like wrong credentials or lost connectivity is reported: "Failed to connect to the ServiceDesk service! Error is {0}".format(exception.stacktrace) |
General |
Create Request - Drop Down Lists
Description
Create a new request.
Parameters
| Parameter | Type | Default Value | Is Mandatory | Description |
|---|---|---|---|---|
| Subject | String | N/A | Yes | The subject of the request. |
| Requester | String | N/A | No | The requester of the request. If not specified, set to the user of the API key. |
| Assets | String | N/A | No | Names of Assets to be associated with the request. The parameter can also get a list of comma-separated strings with names of assets. |
| Description | String | N/A | No | The description of the request. |
| Status | DDL | N/A | No | The status of the request. |
| Technician | String | N/A | No | The name of the technician assigned to the request. |
| Priority | DDL | N/A | No | The priority of the request. |
| Urgency | DDL | N/A | No | The urgency of the request. |
| Category | DDL | N/A | No | The category of the request. |
| Request Template | String | N/A | No | The template of the request. |
| Request Type | DDL | N/A | No | The type of the request. Example: Incident, Service Request |
| Due By Time (ms) | String | N/A | No | The due date of the request in milliseconds. |
| Mode | DDL | N/A | No | The mode in which this request is created. Example: E-mail |
| Level | DDL | N/A | No | The level of the request. |
| Site | String | N/A | No | Denotes the site to which this request belongs. |
| Group | String | N/A | No | Group to which this request belongs. |
| Impact | DDL | N/A | No | The impact of the request. |
Run On
This action doesn't run on entities.
Action Results
Script Result
| Script Result Name | Value Options | Example |
|---|---|---|
| is_success | True/False | is_success:False |
Case Wall
| Result Type | Value / Description | Type |
|---|---|---|
| Output message* | The action should not fail nor stop a playbook execution: If successful: "Successfully created ServiceDesk Plus request" The action should fail and stop a playbook execution: If not successful: "Error executing action "Create Request action". Reason: {0}''.format(error.Stacktrace) |
General |
Jobs
Sync Closed Requests By Tag
Description
Synchronizes ServiceDesk Plus V3 requests that are created within the Google Security Operations SOAR Case playbook and Google Security Operations SOAR cases.
Parameters
| Parameter | Type | Default Value | Is Mandatory | Description |
|---|---|---|---|---|
| Api Root | String | http://{IP OR FQDN}:8080/api/v3/ | Yes | API root of the ServiceDeskPlus instance. |
| Api Key | Password | N/A | Yes | API key of the ServiceDeskPlus instance. |
| Max Hours Backwards | Integer | 24 | No | Specify the number of hours backwards to synchronize statuses. |
| Verify SSL | Checkbox | Checked | Yes | If enabled, verify that the SSL certificate for the connection to the ServiceDeskPlus server is valid. |