ManageEngine 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.
This guide describes how to integrate Zabbix installation with ManageEngine ServiceDesk (both on-premise and on-demand) using the Zabbix webhook feature. This guide provides instructions on setting up a media type, a user and an action in Zabbix.
Please note that recovery and update operations are supported only for trigger-based events.
Zabbix version: 7.4 and higher.
After importing the webhook, you can configure it using webhook parameters.
The configurable parameters are intended to be changed according to the webhook setup as well as the user's preferences and environment.
| Name | Value | Description |
|---|---|---|
| field_ref:requester | <PLACE API USER NAME> | |
| priority_average | Normal | |
| priority_default | Normal | |
| priority_disaster | High | |
| priority_high | High | |
| priority_information | Low | |
| priority_not_classified | Low | |
| priority_warning | Medium | |
| sd_on_demand_client_id | <PLACE ON DEMAND CLIENT ID> | |
| sd_on_demand_client_secret | <PLACE ON DEMAND CLIENT SECRET> | |
| sd_on_demand_refresh_token | <PLACE ON DEMAND REFRESH TOKEN> | |
| sd_on_demand_url_auth | <PLACE AUTHENTICATION URL FOR ON DEMAND> | |
| sd_on_premise | true | |
| sd_on_premise_auth_token | <PLACE ON PREMISE TECHNICIAN_KEY> | |
| sd_url | <PLACE INSTANCE URL> | |
| tls_verify | {$HTTP.TLS.VERIFY:"ManageEngine ServiceDesk"} | TLS certificate verification for HTTP requests: "none" - disabled, "peer" - verify the certificate chain and expiration, "full" - full verification. Any other value enables full verification. To override the setting for this media type only, define the global macro with the context "ManageEngine ServiceDesk", e.g. {$HTTP.TLS.VERIFY:"ManageEngine ServiceDesk"}. |
Internal parameters are reserved for predefined macros that are not meant to be changed.
| Name | Value | Description |
|---|---|---|
| event_nseverity | {EVENT.NSEVERITY} | Numeric value of the event severity. Possible values: 0 - Not classified, 1 - Information, 2 - Warning, 3 - Average, 4 - High, 5 - Disaster. |
| event_recovery_value | {EVENT.RECOVERY.VALUE} | Numeric value of the recovery event. |
| event_source | {EVENT.SOURCE} | Numeric value of the event source. Possible values: 0 - Trigger, 1 - Discovery, 2 - Autoregistration, 3 - Internal, 4 - Service. |
| event_update_status | {EVENT.UPDATE.STATUS} | Numeric value of the problem update status. Possible values: 0 - Webhook was called because of problem/recovery event, 1 - Update operation. |
| event_value | {EVENT.VALUE} | Numeric value of the event that triggered an action (1 for problem, 0 for recovering). |
| field_string:description | {ALERT.MESSAGE} | 'Default message' value from action configuration. |
| field_string:subject | {ALERT.SUBJECT} | 'Default subject' value from action configuration. |
| sd_request_id | {EVENT.TAGS.__zbx_sd_request_id} | |
| trigger_description | {TRIGGER.DESCRIPTION} | Trigger description. |
Please be aware that each webhook supports an HTTP proxy. To use this feature, add a new media type parameter with the name
http_proxyand set its value to the proxy URL.
At first, create a user for API or use an existing one.
1. Go to Admin -> Technicians.
2. Click the Add New Technician link, enter the Technician details and provide login permission.
3. Click Generate link under the API key details block. Select a time frame for the key to expire using the Calendar icon, or simply retain the same key perpetually.
4. Save TECHNICIAN_KEY for use in Zabbix later.
1. Go to Zoho Developer Console.
2. Choose Self Client from the list of client types, and click Create Now.
3. Click OK in the pop up to enable a self client for your account.
4. Now, your Client ID and Client secret are displayed under the Client Secret tab. Save them for use in Zabbix later.
5. Click the Generate Code tab and enter the SDPOnDemand.requests.ALL scope.
6. Select the Time Duration for which the grant token is valid. Please note that after this time, the grant token expires.
7. Enter a description and click Generate.
8. The generated code for the specified scope is displayed. Copy the grant code.
9. Make a POST request with the URL params following parameters:
Example:
curl -X POST 'https://accounts.zoho.com/oauth/v2/token?code=1000.f74e7b6fc16c95bbc1fa2f067962f84b.9768e796b6273774817032613ba6892a&grant_type=authorization_code&client_id=1000.15S25B602CISR5WO9RUZ8UT39O3RIH&client_secret=9ea302935eb150d9d6cbefd35b1eb8891332d815b8&redirect_uri=https://www.zoho.com'
Use your domain-specific Zoho accounts URL when you make the request.
10. If the request is successful, you will receive the following output:
{ “access_token”: “1000.2370ff1fd75e968ae780cd8d14841e82.03518d2d1dab9c6c4cf74ae82b89defa”, “refresh_token”: “1000.2afabf2f5a396325e88f715c6de34d12.edce6130ca3832a14e5f80d005a5324d”, “token_type”: “Bearer”, “expires_in”: 3600 }
Save the refresh_token for using in Zabbix later.
1. In the Administration > Media types section, import media_manageengine_servicedesk.yaml.
2. Open the newly added ManageEngine ServiceDesk media type and replace all <PLACEHOLDERS> with your values.
The following parameters are required for on-premise ServiceDesk:
sd_on_premise - true.
sd_url - the URL of your instance.
sd_on_premise_auth_token - the TECHNICIAN_KEY generated earlier.
field_ref:requester - login of the account used for request creation.
The following parameters are required for on-demand ServiceDesk:
sd_on_premise - false*.
sd_url - the URL of your instance.
sd_on_demand_url_auth - your domain-specific Zoho accounts URL for refreshing access token.
sd_on_demand_client_id, sd_on_demand_client_secret, sd_on_demand_refresh_token - created earlier authentication details.
field_ref:requester - requester's displaying name. You can remove this parameter or use any name. "Zabbix", for example.
3. Create a Zabbix user and add Media with the ManageEngine ServiceDesk media type. Though a "Send to" field is not used in ManageEngine ServiceDesk webhook, it cannot be empty. To comply with frontend requirements, you can put any symbol there. Make sure this user has access to all hosts, for which you would like problem notifications to be converted into ManageEngine ServiceDesk tasks.
You can add any data to ServiceDesk or user-defined fields.
Please see the On-demand and On-premise API specification for details about fields.
Most of fields should be filled as single-line string, other should be an object with name property. Zabbix can fill both, but not "date" fields.
Supported field types: Single-line, Multi-line, Numeric, Pick List, Email, Phone, Currency, Decimal, Percent, Web URL, Radio Button, Decision Box. All of them should be passed as string.
Fields should be in format field_string:fieldname, where:
field - can be field for system fields or udf_field for user-defined fields. The prefix for payload generator.
string - should be string for single-line strings or any other for REFERRED_FIELD.
: - separator between prefix and field name.
fieldname - the name of ServiceDesk or user-defined field.
Examples:
field_string:subject
field_ref:template
udf_field_string:udf_char1
For more information see Zabbix and ManageEngine ServiceDesk documentations.
Please report any issues with the media type at https://support.zabbix.com.
You can also provide feedback, discuss the media type, or ask for help at ZABBIX forums.
