Zabbix not updating ServiceDesk Plus tickets

[Gattancha]

Looking for some help from anyone who is using the ManageEngine ServiceDesk Plus integration with Zabbix
Independently, Zabbix and SDP are running with no issues, agents are happy, problems are raised in Zabbix and resolved in Zabbix

So first a breakdown:

Zabbix
Server Version: 5.4.7
Server OS: CentOS 8 (Stream)

ServiceDesk Plus (SDP)
On-Prem Version: 11.3 Build 11309
Server OS: Windows Server 2019


The Problem

The SDP integration works fine for raising tickets when Zabbix generates a problem, and I can see the information going into the details field

What I am not seeing happen is the updates for when a problem is resolved...
All I see happen is the subject field is changed from [PROBLEM] to [RESOLVED] - there is no additional notes being added, which should be happening with the "Problem recovery" message template

As a result, none of the tickets get updated, and more importantly, I can't get them to auto close on resolution

Does anyone else use this, if so what I am doing wrong or is this a possible bug in the media type script or SDP?

Thanks

[jerrygao0365]

Hello Gattancha,

Could u share your mdeia configuration? I have tried to config the ManageEngine ServiceDesk by webhook template. But it doesn't send ticket.

And can u screenshot your configuration?

My zabbix server version is 5.0LTS.

[Sampson]

ServiceDesk is a comprehensive IT help desk software that combines asset management and help desk functionalities in a single platform. It is designed to help users get complete visibility of IT issues in their workplace and manage them accordingly in the most efficient manner possible.

[Sampson]

ServiceDesk is a comprehensive IT help desk software that combines asset management and help desk functionalities in a single platform. It is designed to help users get complete visibility of IT issues in their workplace and manage them accordingly in the most efficient manner possible.

MyMileStoneCard Authentication to the ServiceDesk Plus application is key based i.e., an API key is sent along with the url for every operation. This key is technician based and can be generate for technicians with login privilege. The role given to the technician is also taken into consideration, so the key is valid only for the role given to the technician. Once the key is generated, the key is manually transferred to the integrated application so that the application can use the key for further API operations. If the key is invalid (key is expired or the technician login is disabled), the operation fails and an error is propagated to the integrated application.

[Gattancha]

Hello Gattancha,

Could u share your mdeia configuration? I have tried to config the ManageEngine ServiceDesk by webhook template. But it doesn't send ticket.

And can u screenshot your configuration?

My zabbix server version is 5.0LTS.

Hi Jerrygao0365,
Screenshots of my config are attached

The only difference I can see is that you have configured the "On-Demand" settings for the cloud version of SDP, and not the On-Prem like myself

[jerrygao0365]

Hello Gattancha,

Thanks your help, i can use this media to create ticket now.
By the way, how do you use this media to trigger the issue automatic? I only use problem trigger. When the problem start, a ticket will be created and closed ticket step will be done manually.

[jerrygao0365]

I means when the problem happened, a ticket will be create automatic and when the problem resolved, the ticket will be closed manually.
And server owner or zabber server admin have to close the problem in zabbix web site. Maybe manage engine needs use the zabbix's api to close the problem automatic after closed the ITSM tickets.
Also auto-resolved problems can use the media to closed the ITSM tickets automatic.

[Chinthaka Udakandage]

Hi Guys,


I have tried config the ManageEngine ServiceDesk template on a guide https://www.zabbix.com/integrations/manageengine, but Ticket is not sent.

configuration as


Error occurs.


after I Check JSON Path on the ManageEngine ServiceDesk side it's like this



So, I change the configuration (1st screen shot point 1 parameter) to "field_string:requester_name". The error changes like this



Please Help resolve this.

Thank you,
Chinthaka

[markyd85]

Hi, did you ever get this working so it closes tickets rather than just editing the ticket subject with resolved?

[Jerry Whitt]

Anyone get the "Closing Ticket" part resolved. I can get the ticket and open and the ticket description with "RESOLVED" added. Can figure out out to close it all together.