ServiceDesk Plus Sync

• Cloud Version
• Private Deployment

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Cloud Version

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In ServiceDesk Plus

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Step 1: Create Authorization Application

1. Login to Developer Console, select Self Client type Client and create.
2. Click Generate Code, enter in Scope: SDPOnDemand.requests.ALL,SDPOnDemand.setup.READ,SDPOnDemand.custommodule.READ. Refer to official documentation for scope reference.
3. Select the maximum 10 minutes for Time Duration, enter any description in Scope Description like: Used for Flashduty sync, and create.
4. Copy the generated Code, Client ID, and Client Secret for later use.

Note: The Code is only valid for 10 minutes and can only be used once. After obtaining the Code, please complete Integration Authorization within the validity period.

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In Flashduty On-call

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Step 2: Integration Authorization

1. Select Cloud Version for Platform Type, enter API Endpoint and Accounts Server URL.
2. Enter the Code, Client ID, and Client Secret generated in the Create Authorization Application step and click Next to complete Integration Configuration (if errors occur, regenerate the Code or contact technical support).

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Private Deployment Version

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In ServiceDesk Plus

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Step 1: Generate API Key

1. Login to ServiceDesk Plus console, click Generate API Key in Personal Center.
2. Select Never Expire for Token Expiration, copy the generated Token for later use, and complete Integration Authorization.

Note: The user generating the API key needs relevant permissions such as create/update requests, get template/priority/custom field lists. Insufficient permissions will prevent completing integration configuration—we recommend using an admin role.

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In Flashduty On-call

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Step 2: Integration Authorization

1. Select Private Deployment Version for Platform Type, enter API Endpoint.
2. Enter the generated Token and click Next to complete Integration Configuration.

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Common Configuration

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In Flashduty On-call

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Step 1: Integration Configuration

1. Integration Name: Define a name for the current integration.
2. Management Team: When a management team is selected, only team members and tenant administrators can edit this integration.
3. Sync Direction:
   • To_ServiceDesk_Plus: Sync Flashduty incidents to ServiceDesk Plus.
   • From_ServiceDesk_Plus: Sync ServiceDesk Plus requests to Flashduty.
   • Two-way: Flashduty and ServiceDesk Plus sync mutually.
4. Trigger Mode:
   • Auto Trigger: Configure conditions; Flashduty On-call will automatically sync incidents matching the conditions to ServiceDesk Plus.
   • Manual Trigger: Manually trigger ServiceDesk Plus sync from More Actions in incident details (the integration configuration name is the trigger name).
5. Channel: Select channels where this integration takes effect.
6. Request Template: Select the template to use when creating requests; if empty, tickets are created using the default template.
7. Severity Mapping: Choose to map severity, incident labels, or custom field values to ServiceDesk Plus priority field; if empty, the field is not passed when creating tickets.
8. Custom Field Mapping: Map labels or custom fields from incidents to corresponding text fields in ServiceDesk Plus tickets for automatic information filling. This feature supports syncing common context information (like service name, instance address, metric name) to ServiceDesk Plus for subsequent investigation and tracking.
   • Only supports target fields of single-line or multi-line text type.
   • Supports extracting values from incident labels (like service, instance) or custom properties.
   • If source field is empty, target field remains empty and won’t overwrite existing content.
9. Assignee Mapping: When Flashduty incidents sync to ServiceDesk Plus and need auto-assignment to Technician or Group, use Flashduty incident label values as assignees (if corresponding assignee doesn’t exist, sync will fail—choose carefully).
10. Requester: Specify the requester when creating tickets; must be configured if this field is required during creation.
11. Click Save to complete configuration.

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In ServiceDesk Plus

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Step 2: Configure Sync

Create Webhook

1. Login to ServiceDesk Plus console, find the Setup configuration page.
2. Select Automation, then go to Custom Actions page and select Webhooks.
3. Click New Webhook, enter to_Flashduty for Webhook Name.
4. Enter the integration’s push URL for URL.
5. Select Requests for Applies to, POST for Method, enter Content-Type application/json in Headers.
6. Select JSON for Message Body Type and enter the following:

# Cloud Version
{
  "subject":"${subject}",
  "request_id":"${id}",
  "description":"${udf_fields.txt_destination}",
  "priority":"${priority.name}",
  "status":"${status.name}",
  "txt_test_field":"${udf_fields.txt_test_field}"

}

# Private Deployment Version
{
 "suject":"${{request.subject}}",
 "request_id":"${{request.id}}",
 "description":"${{request.description}}",
 "status":"${{request.status.name}}",
 "priority":"${{request.priority.name}}",
 "udf_sline_301":"${{request.udf_fields.udf_sline_301}}"
}

7. Click Save to complete configuration.

Step 3: Create Trigger

1. Login to ServiceDesk Plus console, find the Setup configuration page.
2. Select Automation, then go to Triggers page and select Request.
3. Click New Trigger, enter to_Flashduty for Name.
4. Select Request for Trigger applies to, check Create and Edited for Execute when a request is.
5. Select Any time for Execute during and check Enable Trigger.
6. Select Without condition for Conditions or configure as needed.
7. In Actions, select Webhook and check to_Flashduty channel.
8. Click Save to complete configuration.

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Sync Information Mapping

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Form Fields

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Status Mapping

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FAQ