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Install the TrendAI Vision One Connector and configure the settings that TrendAI Vision One™ Case Management and ServiceDesk Plus Cloud use to sync cases and tickets.

Before you start, verify that you have the prerequisites listed in ServiceDesk Plus Cloud integration for Case Management.

Procedure

  1. In the ManageEngine Marketplace, search for Vision One Connector and install the extension on your ServiceDesk Plus Cloud instance.
  2. Create a dedicated service account with the first name TrendAIAPI in Zoho Directory for the integration. The TrendAIAPI service account is for synchronization only. Do not use the service account to edit tickets in the ServiceDesk Plus Cloud UI because any changes this account makes in ServiceDesk Plus Cloud UI do not sync back to TrendAI Vision One™.
    1. In Zoho Directory, open the admin panel and add a new user.
    2. Set the First name as TrendAIAPI. The service account name must be exactly TrendAIAPI.
    3. Give the account the Technician user type.
    4. Assign the role SDAdmin to the technician user.
    5. Assign ServiceDesk Plus Cloud to the TrendAIAPI user so that the service account can access the app.
  3. Generate OAuth credentials for the service account.
    1. Sign in to the Zoho API Console as the TrendAIAPI service account.
    2. Go to Self Client and click Create Now.
    3. Copy Client ID and Client Secret. You need these values for step 7.
  4. Go to Administration → API Keys. If you see an API key with the name TrendAI Vision One™ Connector for ServiceDesk Plus, go to step 6 Otherwise, continue below.
    Ensure the API key name is TrendAI Vision One Connector for ServiceDesk Plus. TrendAI Vision One™ looks up the key by name, so renaming the key prevents synchronization.
  5. In TrendAI Vision One™, create an API key for the integration.
    1. Go to Workflow & Automation → Third Party Integration.
    2. Search for ServiceDesk Plus Cloud then click on the app.
    3. Click Manage API Key. The name should automatically generate as TrendAI Vision One™ Connector for ServiceDesk Plus. Save the API token value for step 6.
  6. In ServiceDesk Plus Cloud, open the V1 Settings tab that the connector added and enter the connection details shown in the following table then click Save Settings.

    Connector settings in ServiceDesk Plus Cloud

    Field
    Description
    ServiceDesk Plus Cloud URL
    The API endpoint for your ServiceDesk Plus Cloud data center. For the list of endpoints, see the ServiceDesk Plus Cloud documentation about data centers.
    Vision One API URL
    The endpoint for your TrendAI Vision One™ region. For the list of regional endpoints, see the TrendAI™ Automation Center.
    Vision One API token
    The token for the API key named TrendAI Vision One Connector for ServiceDesk Plus that you created.
  7. In TrendAI Vision One™, specify the ticket profile settings.

    Connector settings in ServiceDesk Plus Cloud

    Field
    Description
    Profile description
    Describe the purpose of this profile such as supported integration, use, or purpose.
    Client ID
    Paste from the Zoho API Console Self Client.
    Client Secret
    Paste from the Zoho API Console Self Client.
    Host
    The full URL of your ServiceDesk Plus Cloud Home page, including the https:// prefix
    • In Zoho Directory, click the ServiceDesk Plus Cloud app and then copy the URL from the Home tab.
    URLs from other pages do not include the portal information and do not work.
  8. Configure priority mappings and status mappings between TrendAI Vision One™ and ServiceDesk Plus Cloud. Although configuring mappings is optional, TrendAI™ recommends it. Without mappings, the connector ignores any priority or status change that it cannot match across the two platforms.
    Each TrendAI Vision One status or priority can map to one ServiceDesk Plus Cloud value only. TrendAI Vision One™ supports Open, In-progress, and Closed statuses. Because ServiceDesk Plus Cloud has more statuses than TrendAI Vision One™, you cannot map all ServiceDesk Plus Cloud statuses.
    When synchronizing to ServiceDesk Plus Cloud, TrendAI Vision One™ uses the ServiceDesk Plus Cloud mapped value. If someone changes or deletes a status or priority value in ServiceDesk Plus Cloud, but does not update the mapping, synchronization fails.
    When ServiceDesk Plus Cloud syncs to TrendAI Vision One™, the connector uses the TrendAI Vision One™ mapped value. If a change made in ServiceDesk Plus Cloud has no TrendAI Vision One™ mapping, the connector ignores the field.
    • Update the connector mapping any time you add, rename, or delete a priority or a status in ServiceDesk Plus Cloud.
  9. In ServiceDesk Plus Cloud, go to Setup → Developer Space → Connections and locate the connection used by the connector to ensure the connection is connected.
  10. Verify that the setting in connector was saved and the ServiceDesk Plus Cloud profile was created and saved as described in step 7. After that, TrendAI Vision One™ Case Management and ServiceDesk Plus Cloud begin to sync case data in both directions.