Slack App to Interact with ServiceDesk Plus MSP
In a previous article I wrote about a Slack App that I wrote as a proof of concept to prove the value of Slack. This app was developed at the request of my manager who told me to show executive management how we can automate some of our workflows as well as help our customers engage with our services in a better way. In the other article I wrote about interacting with MISP and VirusTotal, while these are likely more useful from an analyst perspective they have been done before.
The next interaction I wanted to add was the ability for a Slack user to be able to interact with our newly selected ITSM, ServiceDesk Plus MSP.
ServiceDesk Plus MSP
ServiceDesk Plus MSP (SDPM) by ManageEngine is an interesting piece of software. It is almost the same as the non-MSP version, ServiceDesk Plus but it isn’t. There are features in MSP such as the concept of an account that aren’t in ServiceDesk Plus. Conversely there are features such as SAML SSO support that aren’t in MSP. Honestly it is sort of odd, they look and feel like the same product but aren’t. The APIs are a bit different, the authentication is a bit different, configuration is a bit different, etc
The SDPM APIs are documented here, they focus primarily on the “requests” (aka tickets) functionality. Manage Engine does seem to…
