End-of-Life of Request V1 APIs - Impact on Upgrade, Scripts and Integrations

Dear Customers,

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

Your users would have to upgrade their ServiceDesk Plus Mobile Apps to the compatible versions mentioned below, or newer, to continue using them.

Impact on ManageEngine Integrations

Older versions of ME products in your environment, if any, which use the Request V1 APIs will no longer be able to integrate with ServiceDesk Plus once you upgrade. Please ensure to upgrade to the compatible versions of these products either before, or shortly after upgrading your ServiceDesk Plus instance. Below are the versions of integration builds from which Request V3 APIs are supported.

* 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.

Resources to help with the Migration

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:

https://ui.servicedeskplus.com/APIDocs3/index.html#request8

Sample scripts

Here are some forum articles, with scripts which use the newer Request APIs.