As announced earlier, we are dropping the support for Request V1 APIs from Version 11.3 of ServiceDesk Plus which is expected to release in a few days. Any future releases will not have access to the V1 Request APIs. All clients and integrations based on those APIs will stop working unless they are updated to use the newer APIs. We strongly recommend using the newer version of APIs for all cases where the operations are supported.
Accordingly, the input formats for Custom Scripts for Custom Trigger and Custom Menu commands have been updated. After the deprecation, in Custom Trigger and Custom Menu commands the $COMPLETE_JSON_FILE argument will not work. Please use the $COMPLETE_V3_JSON_FILE argument instead which will provide the input in V3 API format. Upgrade to Version 11.3 cannot be performed if Custom Triggers or Custom Menus still use the unsupported $COMPLETE_JSON_FILE variable.
Your users would have to upgrade their ServiceDesk Plus Mobile Apps to one of the recent versions to continue using them.
This change also impacts which other Manage Engine product versions your ServiceDesk Plus instance can integrate with. We recommend that you plan the upgrade for all the Manage Engine products collectively to ensure that any integrations will continue to work.
Impact on Automations
Within ServiceDesk Plus, Request APIs may be used in several places where we have scripting support. You may need to check and update these places too:
After the deprecation, in Custom Trigger and Custom Menu commands the script argument $COMPLETE_JSON_FILE will not work. Please use the $COMPLETE_V3_JSON_FILE argument instead.
Compatible ServiceDesk Plus Mobile Apps
Impact on ManageEngine Integrations
* For these ManageEngine products where compatible versions are not yet available, we recommend customers to delay the upgrade of ServiceDesk Plus until compatible versions of those products become available. Follow this forum post for more updates on this.
List of Request V1 APIs which are being Deprecated, along with the equivalent V3 APIs
Note that some of the other Request V1 operations, which do not have equivalent V3 support, will continue to be available for the time being, even post 11.3.
Example of some of the operations which will continue to be available: GET_REQUEST_FILTERS, ADD_CONVERSATION, REPLY_REQUEST, GET_CONVERSATION, GET_NOTIFICATION, MENU_ACTION
V3 API Documentation
Please refer to the link below for documentation on the Request V3 API:
Here are some forum articles, with scripts which use the newer Request APIs.
General Difference in format between V1 and V3 APIs
For differences between the V1 and V3 APIs, please refer to this document:
For any questions, you may reach us via the Community Forums or, by sending us a mail at firstname.lastname@example.org