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ManageEngine Integration

Connect ManageEngine ServiceDesk Plus.

ManageEngine Integration

The ManageEngine integration connects CrownSync Playbooks to your ManageEngine ServiceDesk Plus instance. Incidents created in CrownSync are automatically logged as requests in ServiceDesk Plus, and updates can be synchronised using Custom Triggers.

Prerequisites

  • ManageEngine ServiceDesk Plus (Cloud or On-Premise)
  • Your ServiceDesk Plus server URL
  • A technician API key with permissions to create and update requests
  • Admin role in CrownSync Playbooks

Connection Setup

  1. Navigate to Admin → Integrations
  2. Select ManageEngine
  3. Enter your ServiceDesk Plus server URL (e.g. https://sdp.yourcompany.com for on-premise or https://sdpondemand.manageengine.com for cloud)
  4. Enter your technician API key
  5. Click Test Connection
  6. Click Save

Tip

For on-premise installations, ensure your ServiceDesk Plus instance is accessible from the internet or configure a secure tunnel. The CrownSync API needs to reach your instance to push incident data.

Priority Mapping

CrownSync SeverityManageEngine Priority
CriticalP1 — Critical
HighP2 — High
MediumP3 — Medium
LowP4 — Low

Customise these mappings in the integration settings to match your ServiceDesk Plus priority configuration.

Inbound Webhook (ManageEngine → CrownSync)

For bi-directional sync, configure a Custom Trigger in ServiceDesk Plus:

  1. In ServiceDesk Plus, navigate to Admin → Custom Triggers
  2. Create a new trigger for the Request module
  3. Set the event to Edit Request
  4. Configure the action to invoke a webhook to the CrownSync endpoint URL shown in your integration settings
  5. Include the request ID and updated fields in the webhook payload
  6. Include your CrownSync API key in the request headers
  7. Save and enable the trigger

Troubleshooting

  • Connection refused— For on-premise installations, check firewall rules and ensure the server URL is reachable from external networks
  • Authentication failed— Verify the technician key is correct. Keys can be regenerated from the technician's profile in ServiceDesk Plus
  • Request creation failed— Check that the technician associated with the API key has permission to create requests in the target category
  • Webhook not triggering— Ensure the Custom Trigger is enabled and the event conditions match your expected scenarios

Information

All ManageEngine integration activity is logged in the audit log for complete traceability.

Integration instructions last verified: April 2026

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