Sync case data between ManageEngine ServiceDesk Plus Cloud and TrendAI Vision One™ Case Management.
The TrendAI Vision One Connector is a Zoho Marketplace extension that you install in ServiceDesk Plus Cloud. After installing and configuring the extension, the two platforms exchange case
data in both directions:
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Cases opened in TrendAI Vision One™ Case Management appear as tickets in ServiceDesk Plus Cloud, with case fields populated automatically.
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Status and priority changes made in ServiceDesk Plus Cloud sync back to the corresponding case in TrendAI Vision One™ Case Management, and the other way around.
Prerequisites
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A ServiceDesk Plus Cloud ITHelpDesk instance with an Enterprise license.
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A Zoho Direcotry administrator account with the SDAdmin role. Only an SDAdmin can install the extension.
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Permission to add a user in Zoho Directory and assign ServiceDesk Plus Cloud to users. Refer to the Zoho documentation.
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A TrendAI Vision One™ account with permission to create API keys.
Risk event status
Alongside regular cases in ServiceDesk Plus Cloud, you can track risk events created
in TrendAI Vision One™ Case Management. When a user closes a risk event from within ServiceDesk Plus Cloud,
the connector does the following in TrendAI Vision One™:
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Sets the risk event close status to Remediated.
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To change the status of a risk event in TrendAI Vision One™, use Threat and Exposure Management.
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Adds a comment to the risk event record that ServiceDesk Plus Cloud performed the close action.
Limitations
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ServiceDesk Plus Cloud applies execution quotas to extensions. By default, each instance is limited to 200,000 custom function executions per month and 10,000
invokeURLcalls per day. For details, see the ServiceDesk Plus Cloud documentation about custom functions. -
Do not use the Canceled status in ServiceDesk Plus Cloud for tickets that sync with TrendAI Vision One™ Case Management. The Canceled status makes a ServiceDesk Plus Cloud ticket read-only, but TrendAI Vision One™ has no equivalent status. Changes made in TrendAI Vision One™ cannot sync to a canceled Canceled ticket.
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The ServiceDesk Plus Cloud API does not return inline attachments in comments. Upload .jpg, .png, and .txt attachments as files instead.
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ServiceDesk Plus Cloud does not currently expose extension execution logs. Support cases that involve this integration may take longer to resolve than other support cases.