Integration between a help desk software and an Active Directory (AD) management solution empowers technicians to handle AD tickets directly from the help desk console, without logging on to the domain controller.

This integration enables technicians to perform the following AD tasks, directly from the ServiceDesk Plus console:

1. Create, delete, enable or disable AD users.


2. Add or remove users from groups. 


3. Modify the manager or department manager of users.


4. Set or remove folder permissions. 


5. Reset passwords of users. 


6. Unlock AD user accounts. 

 

Prerequisites for integrating ADManager Plus with ServiceDesk Plus

• The ADManager Plus and the ServiceDesk Plus servers must be up and running. 
  

• The domain that you wish to manage must be configured in both ADManager Plus and ServiceDesk Plus. 
  

 

Steps to integrate ADManager Plus with ServiceDesk Plus

1. To enable the integration between ADManager Plus and ServiceDesk Plus console.


a. In the ServiceDesk Plus console:


i. Login to ServiceDesk Plus using administrator credentials.


ii. Navigate to the Admin tab, scroll down to the Integrations section and click on ADManager Plus. 


iii. Enter the name of the server where ADManager Plus is installed.


iv. Enter the port number for ADManager Plus (for eg: 8080). 


v. Select HTTPS or HTTP as configured in ADManager Plus.


vi. Click on 'Test connection and save'.





b. In the ADManager Plus console:  


i. Login to ADManager Plus. 


ii. Navigate to the Admin tab and click on the Integrations section. Click on the ServiceDesk Plus icon. 


iii. Enter the name of the server where ServiceDesk Plus is installed.


iv. Enter the port number for ServiceDesk Plus. 


v. Select HTTPS or HTTP depending on whether you've enabled SSL for ServiceDesk Plus. 


vi. Select the Enable tight integration between ADManager Plus and ServiceDesk Plus option.


vii. Click on Test connection and save.





2. Assign the help desk technician role to a user in ADManager Plus.


a. Go to the AD Delegation tab, click on Add new technician. 


b. Select the domain name, user account, OU and the roles that you want to assign. 


c. Select the Impersonate as admin option and click on Save. 





3. Create the same technician in ServiceDesk Plus.


a. Navigate to the ServiceDesk Plus console and search for Technicians.


b. Click on Add new technician, enter the details of that technician, and delegate a specific role to this technician.


c. Click on Enable login for technician, enter the same login credentials as given in ADManager Plus, and click on Save. 


d. Login to ServiceDesk Plus using the credentials of the new technician. You must now be able to perform AD tasks right from the ServiceDesk Plus console.





4. Assign required AD operations to the new technicians.


a. Type ADManager Plus in the search bar, press enter and scroll down to all the AD operations that can be performed. 


b. In order to delegate any AD operation to a specific technician, click on each operation, and select the role assigned to that technician in the previous step.





5. Perform AD tasks directly from the ServiceDesk Plus console.


a. Login to ServiceDesk Plus using the credentials of the technician who is allowed to execute AD operations.


b. Click on the ticket for which the AD task has to be performed.


c. Click on Custom Actions, select the desired AD operation, and execute it based on the details specified in the ticket.