ManageEngine ServiceDesk On-premise Zapier integrationAutomate ManageEngine ServiceDesk On-premise with Zapier.
The ManageEngine ServiceDesk On-premise Zapier integration gives you 4 triggers and 10 actions, and no search. Two triggers report instantly, two are checked on a timer. Here is what each one does, what it costs and where it trips people up.
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What the ManageEngine ServiceDesk On-premise Zapier integration actually does
It links your on-premise ServiceDesk Plus to the other tools your team uses, without anyone copying tickets by hand. Something happens in one app, and Zapier carries it over to the next one. The building block is a Zap: one starting event, then one or more steps that run every time that event happens.
Tickets that open themselves. A new answer in your form tool becomes a ticket through Create Request, so nobody retypes what the requester already wrote. Adding context with Add Notes as a second action is possible too, but that makes it a multi-step Zap on a paid plan.
A team that hears about requests without watching the queue. New Request and Request Updated are both reported by the app the moment they happen, even on the free plan. Point either one at your chat tool and the message goes out right away.
A change log you can share. New Change feeds a row into your spreadsheet each time a change is created, and Create Announcement can tell requesters about it in the portal.
Now the limits. This app has no search step on Zapier, so a Zap cannot look up an existing ticket by itself: the request ID has to come from an earlier step. A Zap also ignores everything created before you switched it on. And for operations that the list does not cover, Invoke Api Call is the escape hatch, but it asks for a method and an address, which is a different job from clicking through a form.
Weighing other tools too? Open our n8n vs Zapier comparison.
Zapier vocabulary in one minute
Eight words come back on every line of this page. Here they are in plain English.
- Zap
- The automation you build: one starting event, then one or more steps that run every time that event happens.
- Trigger
- The event in an app that starts the Zap. Once the Zap is on, Zapier sits and waits for it.
- Action
- What the Zap does after it starts: the step that writes, sends or updates something in an app for you.
- Task
- What Zapier bills: one action that your Zap completes successfully. Your plan counts these and nothing else.
- Polling trigger
- A trigger Zapier checks on a timer. It asks the app for new items at a set interval and keeps only the ones it has not seen.
- Instant trigger
- A trigger the app reports itself: it calls Zapier when the event happens, so nothing waits for the next check.
- Filter
- A step that lets the Zap continue only when the incoming data meets your condition, and stops it otherwise.
- Multi-step Zap
- Any Zap that goes past one trigger and one action. A second action or a filter makes one, and it needs a paid plan.
What it really costs in tasks
The trigger is free. Zapier only bills an action that went through, one task each time.
- Trigger0 task, however often Zapier checks
- Successful action1 task each
- Failed actionNot counted
- Free plan100 tasks a month, two-step Zaps only
- This appNot reserved for paid plans, works on Free
A Zap that opens a ticket and then adds a note burns two tasks per run, not one. An action that fails is not counted. The free plan gives you 100 tasks a month and unlimited Zaps, but each Zap stops at two steps: one trigger, one action. Add a filter or a second action and you are on a paid plan. The interval grid below only concerns New Asset and New Change; New Request and Request Updated are instant and ignore it.
Connect your ServiceDesk Plus account
- 01
Open the Apps page
In your Zapier account, go to Apps and click + Add connection. A connection is your ServiceDesk Plus account linked to Zapier once, then reused by every step that needs it.
- 02
Pick the app
In the dialog, type ManageEngine ServiceDesk On-premise, select it, then click Add connection. Make sure you pick the on-premise entry and not another ManageEngine app.
- 03
Sign in and grant access
Sign in to ServiceDesk Plus in the tab that opens, then allow Zapier to reach the account. You need an account on the app, plus read or write access on anything you do not own yourself and want the Zap to touch.
Your first Zap: post new requests to the team chat
GoalEach new request with a high priority lands in your team chat, without anyone refreshing the queue.
- 01
Build the Zap
Create a Zap, pick ManageEngine ServiceDesk On-premise as the app and New Request as the event. Choose your connection, then the Portal the Zap should watch.
- 02
Test the trigger
Run the test. Zapier brings back the three most recent requests of your account, so you set up the rest of the Zap on a real ticket rather than a guess.
- 03
Add the filter
Click the plus icon, pick Filter, then fill the three boxes: the field to look at, the rule, the value. Use a text rule on a text field. This step makes the Zap multi-step, so it needs a paid plan.
- 04
Add the message
Add your chat tool as the action and map the fields from the request into the message. Keep it short: what came in and who sent it, using whatever fields the test brought back.
- 05
Test, then publish
Test each step once and read what came back. If the message looks right, click Publish. From then on, every new request goes through the filter right away, since this trigger is instant.
The 4 ManageEngine ServiceDesk On-premise triggers
4 events start a Zap when something happens in ManageEngine ServiceDesk On-premise, and 2 of them are instant: the app calls Zapier straight away, whatever your plan.
New Asset
Polling triggerIn Zapier“Triggers when a new asset is created.”
Starts the Zap whenever a new asset shows up in ServiceDesk Plus. Good for keeping an inventory sheet or a purchasing tool in step with what IT has actually registered.
New Change
Polling triggerIn Zapier“Triggers when a new change is created.”
Runs each time someone records a new change. It turns your change process into a feed that other tools can follow, instead of a screen people have to remember to open.
New Request
Instant triggerIn Zapier“Triggers when new Request is created.”
Kicks off the Zap when a ticket is created, whether it came from a requester or a technician. It is the natural starting point for a ticket that has to reach another tool.
Request Updated
Instant triggerIn Zapier“Triggers when a request is updated.”
Fires when an existing ticket changes. Use it to follow tickets after they are opened: a reassignment, a new status, an edit that someone outside the service desk should know about.
The 10 ManageEngine ServiceDesk On-premise actions
ManageEngine ServiceDesk On-premise gives you 10 actions. For each one: what it does for you, when to reach for it, and what to watch out for.
Add Notes
ActionIn Zapier“Note with your description is added”
Writes a note on an existing ticket. Options let you show it to the requester, mark it as the first response, or copy it to linked requests.
Create Announcement
ActionIn Zapier“Creates a Announcement”
Publishes an announcement with a title, a description and a sender. You can also decide whether requesters see it, through the public view option.
Create Change
ActionIn Zapier“Creates a Change Request”
Records a change request from another tool, so a planned intervention enters your change process instead of living in a calendar or a message.
Create Request
ActionIn Zapier“Creates a Request”
Opens a new ticket in ServiceDesk Plus from data that arrived in another app. It is the main door for tickets that do not start in the portal.
Create Solution
ActionIn Zapier“Creates a solution on a particular topic”
Adds an entry to your solutions knowledge base on a given topic. Answers written somewhere else end up where technicians and requesters look for them.
Invoke Api Call
ActionIn Zapier“Invokes Api Call with your request body”
Sends a call of your own to ServiceDesk Plus, with the method and the address you choose. The field hint shows /api/v3/requests as the form of address expected.
Associate Request With Problem
ActionIn Zapier“Associate Request with Problem”
Links a ticket to a problem record, so repeated incidents gather under one root cause instead of being handled one by one.
Update Change
ActionIn Zapier“Update a Change by its ID”
Edits a change record by its Change Id. It keeps the change in ServiceDesk Plus aligned with what the team agreed somewhere else.
Update Request
ActionIn Zapier“Updates a Request by ID”
Changes a ticket you already have, identified by its ID. Handy when the decision happens elsewhere and the ticket should just follow.
Update Solution
ActionIn Zapier“Updates the Solution by its ID”
Rewrites an existing solution, found by its Solution ID. Your knowledge base stays current when the source text changes.
When the Zap breaks
Zapier ties no help article to this app, so the failures below are the ones every Zap can hit.
Four of them apply to this app. If a Zap still misbehaves after these checks, see our Zapier troubleshooting guide.
Old tickets never come through
A Zap only reacts to what happens after you switch it on. Requests, assets and changes that already existed stay where they are; moving them is a separate job.A Zap that keeps restarting itself
A Zap that writes into the place its own trigger watches can set itself off again and again, and each run eats tasks. Test that pairing before you publish.A bulk import is held back
When a trigger suddenly returns a huge batch, after an import or a migration, Zapier's flood protection can hold those items back instead of running them all.The same asset does not run twice
On New Asset and New Change, Zapier remembers what it has already seen, so an item that was already picked up does not start the Zap a second time.
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