Objective

This article provides step-by-step instructions on integrating a ticketing system with ADAudit Plus. The integration allows ADAudit Plus to create support tickets in external ticketing tools, ensuring seamless incident management.

Prerequisites

• ADAudit Plus should meet the system requirements outlined in this document and be installed and running smoothly.

• A supported ticketing system (ServiceNow, Zendesk, or ManageEngine ServiceDesk Plus).

• Default admin account credentials to login into ADAudit Plus.

• ADAudit Plus uses ServiceNow REST APIs to connect to your ServiceNow instance and create tickets in it. So, you will have to provide ADAudit Plus a ServiceNow user account which has any of the following privileges:

• Admin privileges for your ServiceNow instance

• Permission to create support tickets and invoke REST APIs in ServiceNow

Steps to follow

• Log in to your ADAudit Plus web console.
  

• Navigate to Admin tab > Configuration > Ticketing System Integration.

• From the Ticketing Tool drop-down, select ServiceNow.

• Enter the ServiceNow subdomain name or IP address.
  

• Example: If your domain name is abc123.service-now.com, enter abc123.

• Enter the Login Name and Password of a valid ServiceNow account.

• Click Test and Save to complete the integration.

Configuring Zendesk Integration  

With OAuth Authentication:  

Before configuring Zendesk in ADAudit Plus by selecting OAuth as the authentication type, you will need to retrieve the unique identifier and secret from the Zendesk instance:

1. Log in to your Zendesk console.

2. Click the Admin (gear icon) > Go to Admin Center.

3. In Admin Center, go to Apps and Integrations > Zendesk API.

4. Under OAuth Clients, click Add OAuth client.

5. Enter a Client Name, Description, and Company Name, then select a Logo.

6. Copy the Unique Identifier and Secret Code to a secure location.

7. Save the changes.

8. Copy the Secret code that is generated and paste it in a secure location, as this will also be needed when configuring Zendesk in ADAudit Plus. Once you click Save and close this window, the full token will never be displayed again.

9. In ADAudit Plus, navigate to Admin tab > Configuration > Ticketing System Integration.

10. Select Zendesk from the Ticketing Tool drop-down.

11. Enter the Zendesk subdomain name. For example, if your domain name is abc-123.zendesk.com, then the subdomain name would be abc-123.

12. Select OAuth as the authentication type.

13. Enter the Login Name and Password of a valid Zendesk account in the ticketing tool.

14. Enter the Unique identifier that you copied earlier from the Zendesk console.

15. Enter the Secret code that you copied earlier from the Zendesk console.

16. Click Test and Save to establish communication and complete the configuration.

With basic API authentication:  

1. Log in to Zendesk Admin Center.
   
2. Go to Apps and Integrations > Zendesk API.

3. Under Settings, enable Token Access.

4. Click Add API Token, copy the token, and save it securely. Once you click Save and close this window, the full token will never be displayed again.
   

5. In ADAudit Plus, navigate to Admin tab > Configuration > Ticketing System Integration.

6. Select Zendesk from the Ticketing Tool drop-down.

7. Enter the Zendesk subdomain name.

8. Select Basic API Authentication.

9. Provide the Email ID and API Token from Zendesk.

10. Click Test and Save.

Configuring ManageEngine ServiceDesk Plus On-Demand integration  

1. Log in to ADAudit Plus.
   
2. Navigate to the Admin tab > Configuration > Ticketing System Integration.

3. Select ManageEngine ServiceDesk Plus On-Demand.

4. Choose the Data Center from the drop-down.

5. Click API Registration URL to generate Client ID and Client Secret.
   

6. In the Zoho API Console, click GET STARTED.

7. Select Server-based Applications.

8. Enter a Client Name and copy the Redirect URL from ADAudit Plus.

9. Paste it in Homepage URL and Authorized Redirect URIs fields in the Zoho API console and click CREATE.

10. Copy the generated Client ID and Client Secret and paste the them in the corresponding fields in the ADAudit Plus console.

11. Click Test and Save.

12. In the Verify popup that appears, click the URL link and then click Accept to approve the usage of ManageEngine ServiceDesk Plus On-Demand's API clients. Click Verify.

Configuring ManageEngine ServiceDesk Plus (On-Premises) Integration  

1. Log in to ADAudit Plus.
   
2. Navigate to Admin tab > Configuration > Ticketing System Integration.

3. Select ManageEngine ServiceDesk Plus.

4. Enter the ServiceDesk Plus server name or IP address.

5. Enter the Port Number.

6. Choose the Protocol (HTTP or HTTPS).

7. Enter the Integration Key. If you do not have the integration key, follow the steps on this page to generate it.

8. Click Test and Save.
   

Configuring ManageEngine ServiceDesk Plus MSP Integration  

1. Log in to ADAudit Plus.
   
2. Navigate to the Admin tab > Configuration > Ticketing System Integration.

3. Select ManageEngine ServiceDesk Plus MSP.

4. Enter the Server Name or IP Address.

5. Enter the Port Number.

6. Choose the Protocol (HTTP or HTTPS).

7. Enter the Integration Key. If you do not have the integration key, follow the steps on this page to generate it.

8. Specify the Account Name, Site, Requester Name, and Request Template.

9. Click Test and Save.
   

Validation and confirmation  

• Ensure successful connection by checking the integration status in ADAudit Plus.
  
• Test ticket creation to confirm successful integration.
  

Tips

• Use dedicated service accounts with minimal privileges for integration.

• Regularly update credentials and API tokens for security.

Related topics and articles  

• Ticketing System Integration 
  
• Configure auto-ticketing in ADAudit Plus 

• Troubleshooting ADAudit Plus Ticketing System Integration Errors