How to integrate ADManager Plus with ServiceDesk Plus On-Demand to enhance user management and service

How to integrate ADManager Plus with ServiceDesk Plus On-Demand (Cloud) to enhance user management and service


ServiceDesk Plus Cloud is a help desk and asset management software that integrates trouble ticketing, asset tracking, purchasing, contract management, and KB repositories. With ServiceDesk Plus Cloud, organizations can efficiently manage and streamline their IT service and support operations from a single platform.

This integration accelerates the resolution of AD-related tickets raised in ServiceDesk Plus Cloud by automatically executing the requested operations in tickets using ADManager Plus.

Improve productivity
Reduce the manual effort required to manage requests for user-related AD actions raised in ServiceDesk Plus Cloud through automations. This minimizes the risk of errors and speeds up ticket resolution.


Actions supported

  • Create user accounts

  • Add users to groups

  • Modify user attributes

  • Remove users from groups

  • Modify user accounts by template

  • Create mailboxes

  • Reset passwords

  • Disable or delete mailboxes

  • Unlock user accounts

  • Move home folder

  • Enable user accounts

  • Delete home folder

  • Disable user accounts

  • Revoke Microsoft 365 licenses

  • Delete user accounts

  • Manage user photos

  • Run custom scripts

  • Move users across groups

  • Auto-reply settings

  • Disable Skype for Business accounts

 Steps to integrate ADManager Plus and ServiceDesk Plus On-Demand

  1. Log into ADManager Plus and navigate to Automation > Configuration > Application Integrations.

  1. Under Enterprise applications, click the ServiceDesk Plus Cloud tile.

  1. Toggle on the Enable ServiceDesk Plus Cloud Integration option to enable the configuration.

  1. Basic details under the Authorization section are pre-filled. OAuth 2.0 is selected as the Authorization Type by default. You only have to provide the Client ID and Client Secret values that you generate in the API console. The remaining details, including Header Prefix, Grant type, etc., are pre-configured.

  1. Copy and save the Callback URL, as you will need it while configuring your instance in the API console.

  1. In the Access token URL and Auth URL fields, the top-level domain will vary based on the region from which you access the Zoho API console. You'll have to update the URLs accordingly when configuring the Authorization details.                                                                                                                                                                                   For example: The Access token URLs for users in China and India are

  2. Now, click Configure to proceed.

  1. In the ServiceDesk Plus Cloud Endpoint Configuration section, change the domain name and provide input parameters.

  • In the Endpoint Configuration tab, replace <SDP_SERVER> with your ServiceDesk Plus Cloud instance in the Endpoint URL field.

Note: To view ServiceDesk Plus Cloud's API references, see this API page.

  • In the Parameters field, add the query parameters needed for endpoint configuration as given below.

    • Construct a JSON input in the format as follows.

{"list_info":{"row_count":"100","start_index":1,"fields_required":["udf_fields.udf_char2","udf_fields.udf_char3"],"search_criteria":[{"field":"last_updated_time","condition":"is","value":"$(LAST_24_HRS)"},{"field":"subject","condition":"like","value":"New employee joining the organization","logical_operator":"and"}],"sort_fields":[{"field":"subject","order":"asc"}]}}

  1. In the above JSON input, replace the value for fields_required JSON array with the custom attributes created in the ServiceDesk Plus Cloud Request Template.
Sample filter
Sample request 
{"list_info":{"row_count":"100","start_index":1,"fields_required":["udf_fields.udf_char2","udf_fields.udf_char3"],"search_criteria":[{"field":"last_updated_time","condition":"is","value":"$(LAST_24_HRS)"},{"field":"subject","condition":"like","value":"New employee joining the organization","logical_operator":"and"}],"sort_fields":[{"field":"subject","order":"asc"}]}}

Note: "udf_fields.udf_char2","udf_fields.udf_char3" are the AD attributes created as additional fields and added in the ServiceDesk Plus template.
  1. Once done, click Test & Save. A response window will display all the requested elements.

  1. Click Data Source - LDAP Attribute Mapping to match endpoints and to map the AD LDAP attributes with the application's attributes.

  1. Enter the Configuration Name and Description, then select the Automation Category from the drop-down menu.

  1. In the Select Endpoint field, select those columns that are unique to users (such as employeeIdenifier and username) but hold the same value in all the endpoints.

  1. In the Attribute Mapping field, select the attribute from the LDAP Attribute Name drop-down menu, and map it with the ServiceDesk Plus Cloud application's attributes.

  1. Click Save.

While configuring an automation in ADManager Plus, select ServiceDesk Plus Cloud as the Data Source and automate user management. To learn more about automation configuration, see the Configuring automation page. 

Steps to generate the Client ID and Client Secret 

  1. Navigate to the API console (

  1. Click Get started! and choose the client type as Server-Based Applications.

  1. Enter a desired Client Name.

  1. Enter the Homepage URI as the ADManager Plus URL.

               For example:  http://<hostname>:<portNumber>.

  1. In the Authorized Redirect URIs fields, paste the Callback URL value you previously saved during ServiceDesk Plus On-demand authorization configuration within ADManager Plus.

  1. Click Create to generate the Client ID and Client Secret.

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