Integration ManageEngine ServiceDesk Plus ITSM tool with SailPoint using Generic SDIM connector

Identity Security Cloud (ISC) ISC Discussion and Questions
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1

I am trying to integrate Sailpoint ISC with Manage Engine Service desk plus cloud using Generic SDIM service desk connector. I have created the Generic SDIM connector from the UI and have added headers using the ISC REST PUT API calls. My Create Ticket Request looks like below:

"provision": {
                "headers": {
                    "Accept": "application/vnd.manageengine.sdp.v3+json",
                    "Content-Type": "application/x-www-form-urlencoded"
                },
                "request": {
                    "input_data": {
                        "request": {
                            "subject": "Test from ISC",
                            "description": "Creating a test request 123"
                        }
                    },
                    "headers": {
                        "Accept": "application/vnd.manageengine.sdp.v3+json",
                        "Content-Type": "application/x-www-form-urlencoded"
                    }
                },
                "requestRootElement": null,
                "processResponseElementExpression": null,
                "resource": "/api/v3/requests",
                "responseElement": "$.request.['id']",
                "requestRootElementType": "JSONObject"
            }
        }

However, when i raise a new request for a source, i get the following error back from Service desk plus cloud end:

{
    "response_status": {
        "status_code": 4000,
        "messages": [
            {
                "status_code": 4001,
                "field": "input_data",
                "type": "failed",
                "message": "Value not present for input_data"
            }
        ],
        "status": "failed"
    }
}

ManageEngine SD Plus accepts only “application/x-www-form-urlencoded” content-type

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Appreciate if someone can help me here with the config. Also please do connect with me if anyone has experience with manageEngine ITSM tool. Thanks!

2

Hi Theja, have you received any feedback on this topic?

3

Hi @leonardo_netbr , seems this requires custom development work from SailPoint. As a work around, we are creating tickets via workflow by calling APIs.

4

Hi Theja,

We are trying to do a similar integration with ManageEngine ServiceDesk+. Has SailPoint confirmed whether any custom development is required to leverage the Generic SDIM?

In addition, we’re exploring workflow options. I’d really appreciate it if you could share the sample workflow that worked for you.

5

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