Manage Engine Service Desk Plus Plugin for Ticket Orchestrator

This document explains how to configure the Manage Engine Service Desk Plus v1.1.0 plugin with the Ticket Orchestrator module of the Netskope Cloud Exchange platform. This plugin is used to create tasks for selected Service Desk Plus projects on the Service Desk Plus Platform. It also supports updating tasks and syncing their status. This plugin supports both Cloud and On-Premises deployment types.

Prerequisites

To complete this configuration, you need:

A Netskope tenant (or multiple, for example, production and development/test instances).
A Netskope Cloud Exchange tenant with the the Tenant plugin and Ticket Orchestrator plugin already configured.
Connectivity to Manage Engine Service Desk Plus instance (Cloud or On-premises)
- Self-signed CA.crt file for the On-premises instance
Connectivity to the following hosts as per your instance type
- For cloud instance
- For on-premises instance: Example: https://<your-domain>:<port>

Manage Engine Service Desk Plus Plugin Support

This plugin is used to create tasks for selected Service Desk Plus projects on the Service Desk Plus Platform. It also supports updating tasks and syncing their status. This plugin supports both Cloud and On-Premises deployment types.

Data Type	Support
Supported Alert types for Incident	Compromised Credentials, Policy, Malsite, Malware, DLP, Security Assessment, Watchlist, Quarantine, Remediation, UBA, CTEP, Device, Content
Supported Event types for Incident	Endpoint, Incident
Supported Alerts types from Cloud Exchange plugin	Information, Warning, Error

Mappings

Queue Mappings

Target Fields	Values
Default mapped field for custom message of Title	Netskope $appCategory alert name: $alertName, Event Name: $alert_name
Default mapped field for custom message of Description	Alert/Event ID: $idAlert/Event App: $appAlert/Event User: $user Alert Name: $alertNameAlert Type: $alertTypeAlert App Category: $appCategory Event Name: $alert_nameEvent Type: $eventType

Status Mappings

Here are the default mappings added in the plugin configuration. You can adjust the mappings in Cloud Exchange based on the mappings available on the Service Desk platform.

Netskope CE Fields	Manage Engine Service Desk Plus Status
New	New
In Progress	In Progress
On Hold	On Hold
Closed	Closed
Deleted	(Default will be blank User can create custom status on Manage Engine project to map)
Other	(Default will be blank User can create custom status on Manage Engine project to map)

Note

Default status in the Manage Engine plugin may vary, as these fields can be customized within the platform. Any status which is not mapped with corresponding Netskope CE fields will be marked as other.

Permissions

For Cloud Instance:

Module	Permission	Scope
Project	CREATE, READ, UPDATE	SDPOnDemand.projects.CREATE, SDPOnDemand.projects.READ, SDPOnDemand.projects.UPDATE
Setup	READ	SDPOnDemand.setup.READ
User	READ	SDPOnDemand.users.READ
General	READ	SDPOnDemand.general.READ

For On-premises Instance: Generate Auth token with ‘SDAdmin’ role (i.e. the role given to the administrator).

API Details

List of APIs used

API Endpoint	Method	Use Case
{region_url}/oauth/v2/token	POST	Generate and regenerate access token
/api/v3/portals	GET	Fetch all the portals from Service Desk Plus (Used for validation)
/api/v3/projects	GET	Fetch all projects from Service Desk Plus (For queue)
/api/v3/projects/{project_id}/tasks	POST	Create task on Service Desk Plus
/api/v3/users	GET	Fetch all users on Service Desk Plus
/api/v3/tasks	GET	Fetch tasks created on Service Desk Plus
/api/v3/projects/{project_id}/tasks/{task_id}/comments	POST	Add comment in task (Deduplication workflow)
/api/v3/projects/{project_id}/tasks/{task_id}	PUT	Update task

Generate and Regenerate Access Token

API Endpoint: {region_url}/oauth/v2/token

Method: POST

Headers:

Key	Value
Content-Type	application/x-www-form-urlencoded

Body Parameters (For Generating access and refresh token)

Key	Value
code	<auth_code>
grant_type	authorization_code
client_id	<client_id>
client_secret	<client_secret>

Body Parameters (For Regenerating access token)

Key	Value
refresh_token	<refresh_token>
grant_type	refresh_token
client_id	<client_id>
client_secret	<client_secret>

Sample Response:

Generating Access Token

{
    "access_token": "1000.XXXX02a3d3152753a9626ef066ddXXXX.XXXX55ff6d4c4d42642342fb77c1XXXX",
    "refresh_token": "1000.XXXX05dafbe43b0c6fcf3cde3a1fXXXX.XXXXeae4f4b8d4f3495bc834f7aeXXXX",
    "scope": "SDPOnDemand.projects.CREATE, SDPOnDemand.projects.READ, SDPOnDemand.projects.UPDATE, SDPOnDemand.setup.READ, SDPOnDemand.users.READ, SDPOnDemand.general.READ",
    "api_domain": "https://www.zohoapis.in",
    "token_type": "Bearer",
    "expires_in": 3600
}

Regenerating Access Token

{
    "access_token": "1000.XXXX93dc236b0867dad58ecb1b51XXXX.XXXX5b790d283c0ce71b6e12811bXXXX",
    "scope": "SDPOnDemand.projects.CREATE, SDPOnDemand.projects.READ, SDPOnDemand.projects.UPDATE, SDPOnDemand.setup.READ, SDPOnDemand.users.READ, SDPOnDemand.general.READ",
    "api_domain": "https://www.zohoapis.in",
    "token_type": "Bearer",
    "expires_in": 3600
}

Fetch All Portals

API Endpoint: /api/v3/portals

Method: GET

Headers:

For Cloud:

Key	Value
Accept	application/vnd.manageengine.sdp.v3+json
Authorization	Zoho-oauthtoken <access_token>
Content-Type	application/x-www-form-urlencoded

For On-Premises:

Key	Value
Accept	application/vnd.manageengine.sdp.v3+json
authtoken	<auth_token>
Content-Type	application/x-www-form-urlencoded

Query Parameter

Key	Value
input_data	{ “list_info”: { “row_count”: “1000”, “start_index”: “1”, “page”: 1, “sort_field”: “created_time”, “sort_order”: “desc” } }

Sample Response:

For Cloud:

{
    "response_status": [
        {
            "status_code": 2000,
            "status": "success"
        }
    ],
    "portals": [
        {
            "owner": {
                "owner_name": "XYZ",
                "email": "xyz@example.com"
            },
            "is_payload_encryption_enabled": false,
            "start_day_of_week": "SUNDAY",
            "department_type": "ITDESK",
            "logo_url": "https://static.zohocdn.com/sdpondemand/images/it-helpdesk-icon.39a0efae98258a4dea4060897fb71fa6.png",
            "timezone": "Asia/Kolkata",
            "description": "",
            "view_type": "SDP",
            "display_name": "TestPortal",
            "portal_type": "LIVE",
            "is_default": true,
            "is_global_config_mobile": false,
            "app_context": "itdesk",
            "scope": "CLOSED",
            "name": "itdesk",
            "zaid": "60042069058",
            "id": "60042069257",
            "is_msp": false,
            "is_custom_url_default": true,
            "status": "PUBLISHED"
        },
        {
            "owner": {
                "owner_name": "XYZ",
                "email": "xyz@example.com"
            },
            "is_payload_encryption_enabled": false,
            "start_day_of_week": "SUNDAY",
            "department_type": "FACILITY",
            "logo_url": "https://static.zohocdn.com/sdpondemand/images/facilities-desk-icon.2018442fc13879bd1994143dc5a3f6d9.png",
            "timezone": "Asia/Kolkata",
            "description": "",
            "view_type": "SDP",
            "display_name": "NetskopeCloudExchange",
            "portal_type": "LIVE",
            "is_default": false,
            "is_global_config_mobile": false,
            "app_context": "netskopece",
            "scope": "PUBLIC",
            "name": "netskopece",
            "zaid": "60042069058",
            "id": "60042208344",
            "is_msp": false,
            "is_custom_url_default": true,
            "status": "PUBLISHED"
        }
    ],
    "list_info": {
        "has_more_rows": false,
        "row_count": 2
    }
}

For On-Premises:

{
    "response_status": [
        {
            "status_code": 2000,
            "status": "success"
        }
    ],
    "portals": [
        {
            "alias_url": "itdesk",
            "logo_url": {
                "content-url": "/api/v3/portals/1/images/172",
                "id": "172"
            },
            "description": "Helpdesk to manage all IT support",
            "owners": [
                {
                    "name": "administrator",
                    "id": 5
                }
            ],
            "type": {
                "internal_name": "IT",
                "name": "IT",
                "id": "1"
            },
            "is_default": false,
            "internalname": "IT Helpdesk",
            "license_details": {
                "name": "ServiceDesk",
                "edition": "Standard",
                "no_of_techs": "5"
            },
            "image_token": "535088e1e5cf9860e5305ad154949d3ee448e132655cf55ecc1d77bb3dbb7296b14501be7a0f570d654110fcd1efa18cff6ea60a",
            "name": "IT Helpdesk",
            "id": "1",
            "status": {
                "internal_name": "Production",
                "name": "Production",
                "id": "1"
            }
        },
        {
            "alias_url": "netskopece",
            "logo_url": {
                "content-url": "/api/v3/portals/2/images/100000057",
                "id": "100000057"
            },
            "description": "",
            "owners": [
                {
                    "name": "administrator",
                    "id": 5
                }
            ],
            "type": {
                "internal_name": "Blank",
                "name": "Blank",
                "id": "4"
            },
            "is_default": false,
            "internalname": "NetskopeCEPlugins",
            "license_details": {
                "name": "ServiceDesk_2",
                "edition": "Enterprise",
                "no_of_techs": "2"
            },
            "image_token": "d6ece5c0003c55b8d5ea260545a6ab94dd7d5f35014ad05d794fcfd8c98e2d3abe01e37ddbd6c37f0a0fb9fb27e78683b82dbca6",
            "name": "NetskopeCEPlugins",
            "id": "2",
            "status": {
                "internal_name": "Pre-Production",
                "name": "Pre-Production",
                "id": "2"
            }
        },
        {
            "alias_url": "third",
            "logo_url": {
                "content-url": "/api/v3/portals/3/images/200000229",
                "id": "200000229"
            },
            "description": "",
            "owners": [
                {
                    "name": "administrator",
                    "id": 5
                }
            ],
            "type": {
                "internal_name": "Facilities",
                "name": "Facilities",
                "id": "3"
            },
            "is_default": false,
            "internalname": "Thirdinstance",
            "license_details": {
                "name": "ServiceDesk_1",
                "edition": "Enterprise",
                "no_of_techs": "2"
            },
            "image_token": "1367b3fdfcfa53b4834bf13b9a4633c02178185740ecf98a6c38101b24940cdea252e2a43f60de479b9fc9b87c8c78872f775172",
            "name": "Thirdinstance",
            "id": "3",
            "status": {
                "internal_name": "New",
                "name": "New",
                "id": "4"
            }
        }
    ],
    "list_info": {
        "has_more_rows": false,
        "start_index": 1,
        "row_count": 3
    }
}

Fetch All Projects

API Endpoints:

Cloud: /app/<portal>/api/v3/projects
On-Premises: /api/v3/projects

Method: GET

Headers:

For Cloud:

Key	Value
Accept	application/vnd.manageengine.sdp.v3+json
Authorization	Zoho-oauthtoken <access_token>
Content-Type	application/x-www-form-urlencoded

For On-Premises:

Key	Value
Accept	application/vnd.manageengine.sdp.v3+json
authtoken	<auth_token>
Content-Type	application/x-www-form-urlencoded

Path Parameters:

Key	Value	Deployment Type	Description
portal	<portal_url>	Cloud	Portal’s URL name provided in the configuration parameter for cloud deployment type.

Query Parameters:

Key	Value	Deployment Type	Description
input_data	{ “list_info”: { “row_count”: “1000”, “start_index”: “1”, “page”: 1, “sort_field”: “created_time”, “sort_order”: “desc”, } }	Cloud and On-Premises	–
PORTALID	<portal_id>	On-Premises	ID of portal provided in configuration

Sample Response

For Cloud:

{
    "projects": [
        {
            "template": {
                "inactive": false,
                "name": "Default Project Template",
                "id": "20901000000103039"
            },
            "percentage_completion": null,
            "display_id": {
                "display_value": "PJT-6",
                "value": "6"
            },
            "description": "Sample Project",
            "title": "Sample Project",
            "actual_hours": null,
            "actual_end_time": null,
            "id": "20901000000296001",
            "actual_start_time": null,
            "department": null,
            "owner": null,
            "project_type": null,
            "created_time": {
                "display_value": "Jun 10, 2025 04:20 PM",
                "value": "1749552614654"
            },
            "project_code": null,
            "priority": null,
            "created_by": {
                "email_id": "xyz@example.com",
                "is_technician": true,
                "sms_mail": null,
                "mobile": null,
                "last_name": "Xyz",
                "user_scope": "internal_user",
                "sms_mail_id": null,
                "cost_per_hour": "0",
                "site": {
                    "deleted": false,
                    "name": "Base Site",
                    "id": "20901000000153001",
                    "is_default": true
                },
                "phone": "1234567890",
                "employee_id": null,
                "name": "Xyz Xyz",
                "id": "20901000000272327",
                "photo_url": "https://profile.zoho.in/file?exp=10&ID=60042069059&t=user&height=60&width=60",
                "is_vip_user": true,
                "department": null,
                "first_name": "Xyz",
                "job_title": null
            },
            "scheduled_end_time": null,
            "site": {
                "deleted": false,
                "name": "Base Site",
                "id": "20901000000153001",
                "is_default": true
            },
            "actual_cost": null,
            "project_requester": null,
            "estimated_cost": null,
            "estimated_hours": null,
            "projected_end": null,
            "status": {
                "in_progress": true,
                "internal_name": "Open",
                "color": "#0066ff",
                "name": "Open",
                "id": "20901000000005146"
            },
            "scheduled_start_time": null
        }
    ],
    "response_status": [
        {
            "status_code": 2000,
            "status": "success"
        }
    ],
    "list_info": {
        "has_more_rows": true,
        "start_index": 1,
        "sort_field": "created_time",
        "page": 1,
        "sort_order": "desc",
        "row_count": 1
    }
}

For On-Premises:

{
    "projects": [
        {
            "requester": null,
            "owner": null,
            "template": null,
            "created_time": {
                "display_value": "Jun 10, 2025 05:33 PM",
                "value": "1749557021886"
            },
            "code": null,
            "has_attachments": false,
            "title": "New project",
            "priority": null,
            "type": null,
            "created_by": {
                "email_id": null,
                "phone": "1234455",
                "name": "administrator",
                "mobile": "1234567890",
                "profile_pic": {
                    "content-url": "/images/default-profile-pic2.svg"
                },
                "is_vipuser": false,
                "id": "5",
                "department": null
            },
            "scheduled_end_time": null,
            "site": null,
            "actual_hours": null,
            "actual_cost": "0.00",
            "estimated_cost": "0.00",
            "actual_end_time": null,
            "estimated_hours": null,
            "id": "1",
            "actual_start_time": null,
            "department": null,
            "projected_end_time": null,
            "status": {
                "color": "#0066ff",
                "name": "Open",
                "id": "1"
            },
            "scheduled_start_time": null
        }
    ],
    "response_status": [
        {
            "status_code": 2000,
            "status": "success"
        }
    ],
    "list_info": {
        "has_more_rows": false,
        "start_index": 1,
        "sort_field": "created_time",
        "page": 1,
        "sort_order": "desc",
        "row_count": 1
    }
}

Create a Task

API Endpoint:

Cloud: /app/<portal>/api/v3/projects/{project_id}/tasks
On-Premises: /api/v3/projects/{project_id}/tasks

Method: POST

Headers:

For Cloud:

Key	Value
Accept	application/vnd.manageengine.sdp.v3+json
Authorization	Zoho-oauthtoken <access_token>
Content-Type	application/x-www-form-urlencoded

For On-Premises

Key	Value
Accept	application/vnd.manageengine.sdp.v3+json
authtoken	<auth_token>
Content-Type	application/x-www-form-urlencoded

Path Parameters:

Key	Value	Deployment Type	Description
portal	<portal_url>	Cloud	Portal’s URL name provided in the configuration parameter for cloud deployment type.

Query Parameters:

Key	Value	Deployment Type	Description
PORTALID	<portal_id>	On-Premises	ID of the portal provided in the configuration.

Request Body:

Key	Deployment Type	Value
input_data	Cloud	{ “task”: { “percentage_completion”: “30”, “estimated_effort_hours”: “20”, “email_before”: “3600000”, “description”: “The SRS must contain all the requirements for the feature”, “title”: “Create SRS”, “additional_cost”: “100”, “actual_end_time”: { “value”: “1512974940000” }, “actual_start_time”: { “value”: “1421988300000” }, “owner”: { “name”: “Lincoln” }, “priority”: { “name”: “High” }, “scheduled_end_time”: { “value”: “1512974940000” }, “estimated_effort_minutes”: “45”, “estimated_effort_days”: “15”, “task_type”: { “name”: “Implementation” }, “scheduled_start_time”: { “value”: “1421988300000” }, “status”: { “name”: “Open” } } }
input_data	On-Premises	{ “task”: { “percentage_completion”: “30”, “email_before”: “3600000”, “description”: “The SRS must contain all the requirements for the feature”, “title”: “Create SRS”, “additional_cost”: “100”, “actual_end_time”: { “value”: “1512974940000” }, “actual_start_time”: { “value”: “1421988300000” }, “owner”: { “name”: “Lincoln” }, “priority”: { “name”: “High” }, “scheduled_end_time”: { “value”: “1512974940000” }, “estimated_effort”: { “days”: “15”, “hours”: “16”, “minutes”: “45” }, “task_type”: { “name”: “Implementation” }, “scheduled_start_time”: { “value”: “1421988300000” }, “status”: { “name”: “Open” } } }

Sample Response:

For Cloud:

{
    "task": {
        "template": {
            "inactive": false,
            "name": "Default Task",
            "id": "20901000000237005"
        },
        "percentage_completion": null,
        "estimated_effort_hours": null,
        "attachments": [],
        "email_before": "0",
        "description": "Postman 1 PJT 6",
        "project": {
            "template": {
                "inactive": false,
                "name": "Default Project Template",
                "id": "20901000000103039"
            },
            "percentage_completion": null,
            "attachments": [],
            "display_id": {
                "display_value": "PJT-6",
                "value": "6"
            },
            "description": "The SRS must contain all the requirements for the feature",
            "title": "Create SRS",
            "actual_hours": null,
            "actual_end_time": null,
            "id": "20901000000296001",
            "actual_start_time": null,
            "department": null,
            "owner": null,
            "project_type": null,
            "created_time": {
                "display_value": "Jun 10, 2025 04:20 PM",
                "value": "1749552614654"
            },
            "project_code": null,
            "priority": null,
            "created_by": {
                "email_id": "XYZ@example.com",
                "is_technician": true,
                "sms_mail": null,
                "mobile": null,
                "last_name": "XYZ",
                "user_scope": "internal_user",
                "sms_mail_id": null,
                "cost_per_hour": "0",
                "site": {
                    "deleted": false,
                    "name": "Base Site",
                    "id": "20901000000153001",
                    "is_default": true
                },
                "phone": "1234567890",
                "employee_id": null,
                "name": "XYZ XYZ",
                "id": "20901000000272327",
                "photo_url": "https://profile.zoho.in/file?exp=10&ID=60042069059&t=user&height=60&width=60",
                "is_vip_user": true,
                "department": null,
                "first_name": "XYZ",
                "job_title": null
            },
            "scheduled_end_time": null,
            "site": {
                "deleted": false,
                "name": "Base Site",
                "id": "20901000000153001",
                "is_default": true
            },
            "actual_cost": null,
            "project_requester": null,
            "estimated_cost": null,
            "estimated_hours": null,
            "projected_end": null,
            "deleted_time": null,
            "status": {
                "in_progress": true,
                "internal_name": "Open",
                "color": "#0066ff",
                "name": "Open",
                "id": "20901000000005146"
            },
            "scheduled_start_time": null
        },
        "title": "SRS Project",
        "marked_technician": null,
        "overdue": false,
        "additional_cost": null,
        "actual_end_time": null,
        "id": "20901000000301015",
        "actual_start_time": null,
        "owner": null,
        "associated_entity": "project",
        "module": "Project",
        "index": 5,
        "priority": null,
        "created_by": {
            "email_id": "XYZ@example.com",
            "is_technician": true,
            "sms_mail": null,
            "mobile": null,
            "last_name": "XYZ",
            "user_scope": "internal_user",
            "sms_mail_id": null,
            "cost_per_hour": "0",
            "site": {
                "deleted": false,
                "name": "Base Site",
                "id": "20901000000153001",
                "is_default": true
            },
            "phone": "1234567890",
            "employee_id": null,
            "name": "XYZ XYZ",
            "id": "20901000000272327",
            "photo_url": "https://profile.zoho.in/file?exp=10&ID=60042069059&t=user&height=60&width=60",
            "is_vip_user": true,
            "department": null,
            "first_name": "XYZ",
            "job_title": null
        },
        "scheduled_end_time": null,
        "site": {
            "deleted": false,
            "name": "Base Site",
            "id": "20901000000153001",
            "is_default": true
        },
        "estimated_effort_minutes": null,
        "deleted": false,
        "estimated_effort": null,
        "created_date": {
            "display_value": "Jun 11, 2025 05:19 PM",
            "value": "1749642541951"
        },
        "estimated_effort_days": null,
        "task_type": null,
        "scheduled_start_time": null,
        "status": {
            "in_progress": true,
            "internal_name": "Open",
            "stop_timer": false,
            "color": "#0066ff",
            "name": "Open",
            "id": "20901000000004865"
        }
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

For On-Premises:

{
    "task": {
        "template": null,
        "percentage_completion": 0,
        "attachments": [],
        "email_before": "0",
        "project": {
            "id": "1",
            "title": "SRS Project"
        },
        "description": "The SRS must contain all the requirements for the feature",
        "title": "Create SRS",
        "type": null,
        "overdue": false,
        "additional_cost": "0.00",
        "actual_end_time": null,
        "id": "5",
        "actual_start_time": null,
        "owner": null,
        "created_time": {
            "display_value": "Jun 11, 2025 04:36 PM",
            "value": "1749639970914"
        },
        "has_attachments": false,
        "associated_entity": "project",
        "index": "-1",
        "priority": null,
        "created_by": {
            "email_id": null,
            "phone": "1234455",
            "name": "administrator",
            "mobile": "1234567890",
            "profile_pic": {
                "content-url": "/images/default-profile-pic2.svg"
            },
            "is_vipuser": false,
            "id": "5",
            "department": null
        },
        "due_by_time": null,
        "scheduled_end_time": null,
        "tags": [],
        "marked_owner": null,
        "site": null,
        "estimated_effort": {
            "display_value": "-",
            "hours": "0",
            "minutes": "0",
            "days": "0"
        },
        "image_token": "3487225cf0ece41728a3cbdd0dd87928df2228254fd920e0aec96205d264afa9ce8155f37358a5b29359d3cc008a0f51223a680c",
        "scheduled_start_time": null,
        "status": {
            "color": "#0066ff",
            "name": "Open",
            "id": "2"
        }
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

Fetch All Users

API Endpoints:

Cloud: /app/<portal>/api/v3/users
On-Premises: /api/v3/users

Method: POST

Headers:

For Cloud:

Key	Value
Accept	application/vnd.manageengine.sdp.v3+json
Authorization	Zoho-oauthtoken <access_token>
Content-Type	application/x-www-form-urlencoded

For On-Premises:

Key	Value
Accept	application/vnd.manageengine.sdp.v3+json
authtoken	<auth_token>
Content-Type	application/x-www-form-urlencoded

Path Parameters:

Key	Value	Deployment Type	Description
portal	<portal_url>	Cloud	Portal’s URL name provided in the configuration parameter for cloud deployment type.

Query Parameters:

Key	Value	Deployment Type	Description
input_data	{ “list_info”: { “row_count”: “1000”, “start_index”: “1”, “sort_field”: “created_time”, “sort_order”: “desc” } }	Cloud and On-Premises	–
PORTALID	<portal_id>	On-Premises	ID of portal provided in configuration

Sample response

For Cloud:

{
    "response_status": [
        {
            "status_code": 2000,
            "status": "success"
        }
    ],
    "list_info": {
        "has_more_rows": false,
        "start_index": 1,
        "sort_field": "created_time",
        "page": 1,
        "sort_order": "desc",
        "row_count": 1
    },
    "users": [
        {
            "email_id": "abc.xyz@example.com",
            "sms_mail": null,
            "reporting_to": null,
            "cost_per_hour": "0",
            "id": "20901000000302003",
            "photo_url": "https://profile.zoho.in/file?exp=10&ID=-1&t=user&height=60&width=60",
            "is_vip_user": false,
            "department": null,
            "first_name": "abc",
            "job_title": null,
            "is_technician": true,
            "created_time": {
                "display_value": "Jun 10, 2025 08:24 PM",
                "value": "1749567294459"
            },
            "mobile": null,
            "last_name": null,
            "user_scope": "internal_user",
            "sms_mail_id": null,
            "site": {
                "deleted": false,
                "name": "Base Site",
                "id": "20901000000153001",
                "is_default": true
            },
            "phone": null,
            "employee_id": null,
            "name": "abc"
        }
    ]
}

For On-Premises:

{
    "response_status": [
        {
            "status_code": 2000,
            "status": "success"
        }
    ],
    "list_info": {
        "has_more_rows": true,
        "start_index": 1,
        "sort_field": "created_time",
        "page": 1,
        "sort_order": "desc",
        "row_count": 1
    },
    "users": [
        {
            "email_id": "abc.xyz@example.com",
            "extension": null,
            "description": "-",
            "is_vipuser": true,
            "reporting_to": null,
            "type": "User",
            "citype": {
                "name": "User",
                "id": 3
            },
            "cost_per_hour": "0.00",
            "can_generate_authtoken": true,
            "org_user_status": "ACTIVE",
            "id": "14",
            "department": null,
            "first_name": "ABC",
            "created_time": {
                "display_value": "Jun 11, 2025 10:45 AM",
                "value": "1749618957092"
            },
            "is_technician": false,
            "jobtitle": null,
            "mobile": null,
            "profile_pic": {
                "content-url": "/images/default-profile-pic2.svg"
            },
            "project_roles": null,
            "last_name": "XYZ",
            "sms_mail_id": null,
            "middle_name": null,
            "created_by": {
                "email_id": null,
                "phone": "1234455",
                "name": "administrator",
                "mobile": "1234567890",
                "profile_pic": {
                    "content-url": "/images/default-profile-pic2.svg"
                },
                "is_vipuser": false,
                "id": "5",
                "department": null
            },
            "ciid": "24",
            "login_name": "abcxyz",
            "requester_allowed_to_view": 4,
            "phone": null,
            "sip_user": null,
            "employee_id": null,
            "domain": null,
            "name": "ABC XYZ",
            "enable_telephony": false,
            "status": "ACTIVE"
        }
    ]
}

Fetch Tasks

API Endpoints:

Cloud: /app/<portal>/api/v3/users
On-Premises: /api/v3/users

Method: POST

Headers:

For Cloud

Key	Value
Accept	application/vnd.manageengine.sdp.v3+json
Authorization	Zoho-oauthtoken <access_token>
Content-Type	application/x-www-form-urlencoded

For On-Premises

Key	Value
Accept	application/vnd.manageengine.sdp.v3+json
authtoken	<auth_token>
Content-Type	application/x-www-form-urlencoded

Path Parameters:

Key	Value	Deployment Type	Description
portal	<portal_url>	Cloud	Portal’s URL name provided in the configuration parameter for cloud deployment type.

Query Parameters:

Key	Value	Deployment Type	Description
input_data	{ “list_info”: { “row_count”: “100”, “search_criteria”: [ { “field”: “id”, “values”: [ “3”, “6” ], “condition”: “is” } ], “page”: 1, “start_index”: “1”, “sort_field”: “created_time”, “sort_order”: “desc” } }	Cloud and On-Premises	–
PORTALID	<portal_id>	On-Premises	ID of portal provided in configuration

Sample response

For Cloud:

{
    "response_status": [
        {
            "status_code": 2000,
            "status": "success"
        }
    ],
    "list_info": {
        "has_more_rows": false,
        "start_index": 1,
        "sort_field": "created_time",
        "page": 1,
        "sort_order": "desc",
        "search_criteria": [
            {
                "condition": "is",
                "field": "id",
                "values": [
                    "20901000000301015",
                    "20901000000299001"
                ]
            }
        ],
        "row_count": 1
    },
    "tasks": [
        {
            "template": {
                "inactive": false,
                "name": "Default Task",
                "id": "20901000000237005"
            },
            "percentage_completion": null,
            "estimated_effort_hours": null,
            "email_before": "0",
            "description": "task 1",
            "project": {
                "display_id": {
                    "display_value": "PJT-6",
                    "value": "6"
                },
                "project_code": null,
                "id": "20901000000296001",
                "title": "project created via API"
            },
            "title": "Task 1",
            "marked_technician": null,
            "overdue": false,
            "additional_cost": null,
            "actual_end_time": null,
            "id": "20901000000299001",
            "actual_start_time": null,
            "owner": null,
            "associated_entity": "project",
            "module": "Project",
            "index": 4,
            "priority": null,
            "created_by": {
                "email_id": "XYZ.ABC@crestdata.ai",
                "is_technician": true,
                "sms_mail": null,
                "mobile": null,
                "last_name": "ABC",
                "user_scope": "internal_user",
                "sms_mail_id": null,
                "cost_per_hour": "0",
                "site": {
                    "deleted": false,
                    "name": "Base Site",
                    "id": "20901000000153001",
                    "is_default": true
                },
                "phone": "1234567890",
                "employee_id": null,
                "name": "ABC XYZ",
                "id": "20901000000272327",
                "photo_url": "https://profile.zoho.in/file?exp=10&ID=60042069059&t=user&height=60&width=60",
                "is_vip_user": true,
                "department": null,
                "first_name": "ABC",
                "job_title": null
            },
            "scheduled_end_time": null,
            "site": {
                "deleted": false,
                "name": "Base Site",
                "id": "20901000000153001",
                "is_default": true
            },
            "estimated_effort_minutes": null,
            "deleted": false,
            "estimated_effort": null,
            "created_date": {
                "display_value": "Jun 10, 2025 06:13 PM",
                "value": "1749559419951"
            },
            "estimated_effort_days": null,
            "task_type": null,
            "scheduled_start_time": null,
            "status": {
                "in_progress": true,
                "internal_name": "Open",
                "stop_timer": false,
                "color": "#0066ff",
                "name": "Open",
                "id": "20901000000004865"
            }
        }
    ]
}

For On-Premises:

{
    "response_status": [
        {
            "status_code": 2000,
            "status": "success"
        }
    ],
    "list_info": {
        "has_more_rows": false,
        "start_index": 1,
        "sort_field": "created_time",
        "page": 1,
        "start_count": 1,
        "sort_order": "desc",
        "search_criteria": [
            {
                "condition": "is",
                "field": "id",
                "values": [
                    "3"
                ]
            }
        ],
        "row_count": 1
    },
    "tasks": [
        {
            "template": null,
            "percentage_completion": 0,
            "email_before": "0",
            "project": {
                "id": "1",
                "title": "New project"
            },
            "title": "task 1",
            "type": null,
            "overdue": false,
            "additional_cost": "0.00",
            "actual_end_time": null,
            "id": "6",
            "actual_start_time": null,
            "group": null,
            "owner": null,
            "created_time": {
                "display_value": "Jun 11, 2025 06:13 PM",
                "value": "1749645804615"
            },
            "has_attachments": false,
            "associated_entity": "project",
            "priority": null,
            "created_by": {
                "email_id": null,
                "phone": "1234455",
                "name": "administrator",
                "mobile": "1234567890",
                "profile_pic": {
                    "content-url": "/images/default-profile-pic2.svg"
                },
                "is_vipuser": false,
                "id": "5",
                "department": null
            },
            "due_by_time": null,
            "scheduled_end_time": null,
            "marked_owner": null,
            "marked_group": null,
            "site": null,
            "estimated_effort": {
                "display_value": "-",
                "hours": "0",
                "minutes": "0",
                "days": "0"
            },
            "scheduled_start_time": null,
            "status": {
                "color": "#0066ff",
                "name": "Open",
                "id": "2"
            }
        }
    ]
}

Add a Comment in a Task

API Endpoints:

Cloud: /app/<portal>/api/v3/projects/{project_id}/tasks/{task_id}/comments
On-Premises: /api/v3/projects/{project_id}/tasks/{task_id}/comments

Method: POST

Headers:

For Cloud:

Key	Value
Accept	application/vnd.manageengine.sdp.v3+json
Authorization	Zoho-oauthtoken <access_token>
Content-Type	application/x-www-form-urlencoded

For On-Premises:

Key	Value
Accept	application/vnd.manageengine.sdp.v3+json
authtoken	<auth_token>
Content-Type	application/x-www-form-urlencoded

Path Parameters:

Key	Value	Deployment Type	Description
portal	<portal_url>	Cloud	Portal’s URL name provided in the configuration parameter for cloud deployment type.

Query Parameters:

Key	Value	Deployment Type	Description
PORTALID	<portal_id>	On-Premises	ID of the portal provided in the configuration.

Request Body:

Key	Deployment Type	Value
input_data	Cloud	{ “task_comment”: { “comment”: “Comment in task” } }
input_data	On-Premises	{ “comment”: { “content”: “Comment in task” } }

Sample Response

For Cloud:

{
    "task_comment": {
        "parent_comment": null,
        "created_time": {
            "display_value": "Jun 11, 2025 05:20 PM",
            "value": "1749642604093"
        },
        "task": {
            "id": "20901000000301015",
            "created_date": {
                "display_value": "Jun 11, 2025 05:19 PM",
                "value": "1749642541951"
            },
            "title": "Postman 1 PJT 6"
        },
        "last_updated_time": null,
        "comment": "Comment in task",
        "id": "20901000000301027",
        "created_by": {
            "email_id": "XYZ@example.com",
            "is_technician": true,
            "sms_mail": null,
            "mobile": null,
            "last_name": "XYZ",
            "user_scope": "internal_user",
            "sms_mail_id": null,
            "cost_per_hour": "0",
            "site": {
                "deleted": false,
                "name": "Base Site",
                "id": "20901000000153001",
                "is_default": true
            },
            "phone": "1234567890",
            "employee_id": null,
            "name": "XYZ",
            "id": "20901000000272327",
            "photo_url": "https://profile.zoho.in/file?exp=10&ID=60042069059&t=user&height=60&width=60",
            "is_vip_user": true,
            "department": null,
            "first_name": "XYZ",
            "job_title": null
        }
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

For On-Premises:

{
    "response_status": {
        "status_code": 2000,
        "status": "success"
    },
    "comment": {
        "parent": null,
        "created_time": {
            "display_value": "Jun 11, 2025 04:34 PM",
            "value": "1749639889902"
        },
        "image_token": "e192a23d446d29cbff9a643d59576143b828dc406cc30c6452f9ac3f428b815a08c3ced67c3e27f34d43c79f729dd650238ced46",
        "id": "4",
        "reply_count": 0,
        "created_by": {
            "email_id": null,
            "phone": "1234455",
            "name": "administrator",
            "mobile": "1234567890",
            "profile_pic": {
                "content-url": "/images/default-profile-pic2.svg"
            },
            "is_vipuser": false,
            "id": "5",
            "department": null
        },
        "content": "Comment in task"
    }
}

Update a Task

API Endpoints:

Cloud: /app/<portal>/api/v3/projects/{project_id}/tasks/{task_id}
On-Premises: /api/v3/projects/{project_id}/tasks/{task_id}

Method: PUT

Headers:

For Cloud:

Key	Value
Accept	application/vnd.manageengine.sdp.v3+json
Authorization	Zoho-oauthtoken <access_token>
Content-Type	application/x-www-form-urlencoded

For On-Premises:

Key	Value
Accept	application/vnd.manageengine.sdp.v3+json
authtoken	<auth_token>
Content-Type	application/x-www-form-urlencoded

Path Parameters:

Key	Value	Deployment Type	Description
portal	<portal_url>	Cloud	Portal’s URL name provided in the configuration parameter for cloud deployment type.

Query Parameters:

Key	Value	Deployment Type	Description
PORTALID	<portal_id>	On-Premises	ID of the portal provided in the configuration.

Request Body:

Key	Deployment Type	Value
input_data	Cloud	{ “task”: { “percentage_completion”: “30”, “estimated_effort_hours”: “20”, “email_before”: “3600000”, “description”: “The SRS must contain all the requirements for the feature”, “title”: “Create SRS”, “additional_cost”: “100”, “actual_end_time”: { “value”: “1512974940000” }, “actual_start_time”: { “value”: “1421988300000” }, “owner”: { “name”: “Lincoln” }, “priority”: { “name”: “High” }, “scheduled_end_time”: { “value”: “1512974940000” }, “estimated_effort_minutes”: “45”, “estimated_effort_days”: “15”, “task_type”: { “name”: “Implementation” }, “scheduled_start_time”: { “value”: “1421988300000” }, “status”: { “name”: “Open” } } }
input_data	On-Premises	{ “task”: { “percentage_completion”: “30”, “email_before”: “3600000”, “description”: “The SRS must contain all the requirements for the feature”, “title”: “Create SRS”, “additional_cost”: “100”, “actual_end_time”: { “value”: “1512974940000” }, “actual_start_time”: { “value”: “1421988300000” }, “owner”: { “name”: “Lincoln” }, “priority”: { “name”: “High” }, “scheduled_end_time”: { “value”: “1512974940000” }, “estimated_effort”: { “days”: “15”, “hours”: “16”, “minutes”: “45” }, “task_type”: { “name”: “Implementation” }, “scheduled_start_time”: { “value”: “1421988300000” }, “status”: { “name”: “Open” } } }

Sample Response

For Cloud:

{
    "task": {
        "template": {
            "inactive": false,
            "name": "Default Task",
            "id": "20901000000237005"
        },
        "percentage_completion": null,
        "estimated_effort_hours": null,
        "attachments": [],
        "email_before": "0",
        "description": "",
        "project": {
            "template": {
                "inactive": false,
                "name": "Default Project Template",
                "id": "20901000000103039"
            },
            "percentage_completion": null,
            "attachments": [],
            "display_id": {
                "display_value": "PJT-16",
                "value": "16"
            },
            "description": "This Project is created from the Default Project Template.",
            "title": "Test Rate Limit",
            "actual_hours": null,
            "actual_end_time": null,
            "id": "20901000000371009",
            "actual_start_time": null,
            "department": null,
            "owner": null,
            "project_type": null,
            "created_time": {
                "display_value": "Jun 30, 2025 11:30 AM",
                "value": "1751263215568"
            },
            "project_code": "XYZ",
            "priority": null,
            "created_by": {
                "email_id": "XYZ.ABC@example.com",
                "is_technician": true,
                "sms_mail": null,
                "mobile": null,
                "last_name": "ABC",
                "user_scope": "internal_user",
                "sms_mail_id": null,
                "cost_per_hour": "0",
                "site": {
                    "deleted": false,
                    "name": "Base Site",
                    "id": "20901000000153001",
                    "is_default": true
                },
                "phone": "1234567890",
                "employee_id": null,
                "name": "XYZ ABC",
                "id": "20901000000272327",
                "photo_url": "https://profile.zoho.in/file?exp=10&ID=60042069059&t=user&height=60&width=60",
                "is_vip_user": true,
                "department": null,
                "first_name": "XYZ",
                "job_title": null
            },
            "scheduled_end_time": null,
            "site": {
                "deleted": false,
                "name": "Base Site",
                "id": "20901000000153001",
                "is_default": true
            },
            "actual_cost": null,
            "project_requester": null,
            "estimated_cost": null,
            "estimated_hours": null,
            "projected_end": null,
            "deleted_time": null,
            "status": {
                "in_progress": true,
                "internal_name": "Open",
                "color": "#0066ff",
                "name": "Open",
                "id": "20901000000005146"
            },
            "scheduled_start_time": null
        },
        "title": "Renamed task",
        "marked_technician": null,
        "overdue": false,
        "additional_cost": null,
        "actual_end_time": null,
        "id": "20901000000374053",
        "actual_start_time": null,
        "owner": null,
        "associated_entity": "project",
        "module": "Project",
        "index": 5,
        "priority": null,
        "created_by": {
            "email_id": "XYZ.ABC@example.com",
            "is_technician": true,
            "sms_mail": null,
            "mobile": null,
            "last_name": "ABC",
            "user_scope": "internal_user",
            "sms_mail_id": null,
            "cost_per_hour": "0",
            "site": {
                "deleted": false,
                "name": "Base Site",
                "id": "20901000000153001",
                "is_default": true
            },
            "phone": "1234567890",
            "employee_id": null,
            "name": "XYZ ABC",
            "id": "20901000000272327",
            "photo_url": "https://profile.zoho.in/file?exp=10&ID=60042069059&t=user&height=60&width=60",
            "is_vip_user": true,
            "department": null,
            "first_name": "XYZ",
            "job_title": null
        },
        "scheduled_end_time": null,
        "site": {
            "deleted": false,
            "name": "Base Site",
            "id": "20901000000153001",
            "is_default": true
        },
        "estimated_effort_minutes": null,
        "deleted": false,
        "estimated_effort": null,
        "udf_fields": {
            "udf_double1": null,
            "udf_char2": null
        },
        "created_date": {
            "display_value": "Jun 30, 2025 02:46 PM",
            "value": "1751274978109"
        },
        "estimated_effort_days": null,
        "task_type": null,
        "scheduled_start_time": null,
        "status": {
            "in_progress": true,
            "internal_name": "Open",
            "stop_timer": false,
            "color": "#0066ff",
            "name": "Open",
            "id": "20901000000004865"
        }
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

For On-Premises:

{
    "task": {
        "template": null,
        "percentage_completion": 0,
        "attachments": [],
        "email_before": "0",
        "project": {
            "id": "12",
            "title": "Edit Task project"
        },
        "description": "not using query params",
        "title": "Editing task12323",
        "type": null,
        "overdue": false,
        "additional_cost": "0.00",
        "actual_end_time": null,
        "id": "1571",
        "actual_start_time": null,
        "owner": null,
        "created_time": {
            "display_value": "Jun 30, 2025 09:35 PM",
            "value": "1751299555035"
        },
        "has_attachments": false,
        "associated_entity": "project",
        "index": "-1",
        "priority": null,
        "created_by": {
            "email_id": null,
            "phone": "1234455",
            "name": "administrator",
            "mobile": "1234567890",
            "profile_pic": {
                "content-url": "/images/default-profile-pic2.svg"
            },
            "is_vipuser": false,
            "id": "5",
            "department": null
        },
        "due_by_time": null,
        "scheduled_end_time": null,
        "tags": [],
        "marked_owner": null,
        "site": null,
        "estimated_effort": {
            "display_value": "-",
            "hours": "0",
            "minutes": "0",
            "days": "0"
        },
        "image_token": "4264c7d64a47e4cc4c69f206df85f04f14114ca78e65b6319115b70c449744dea69b0d6716c93556820995ae4961d7167945298cc7a42f36e818654df294df9525b1b598",
        "scheduled_start_time": null,
        "status": {
            "color": "#0066ff",
            "name": "Open",
            "id": "2"
        }
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

Performance Matrix

Here are the readings collected on a Large CE Stack with these specifications.

Description	Specification
Stack details	Size: Large RAM: 32 GB CPU: 16 Cores
Tasks Created on Cloud instance	~ 68 Tickets/min
Tasks Created on the On-premises instance	~ 60 Tickets/min

User Agent

netskope-ce-5.1.2-cto-manage-engine-service-desk-plus-v1.0.0

Workflow

Get your Authentication credentials.
Configure the Manage Engine Service Desk Plus Plugin.
Add a Business Rule.
Add Queue Configuration.
Validate the Manage Engine Service Desk Plus Plugin

Watch a Video

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Get your Authentication Credentials from Manage Engine Service Desk Plus

For a Cloud Instance

Note

You need to have the access for the ZOHO Developer console to generate Authentication credentials. Refer this document for the Developer console and get access to the Developer console based on your region (Data center).

Get your Client ID, Client Secret, and Auth Code

Click Create Now for Self Client, and then click Create.

Copy the Client ID and Client Secret.

Go to the Generate Code section under Self Client.

Provide the scope, Time Duration, and Scope Description, and then click Create.

Minimum Scope:

SDPOnDemand.projects.CREATE, SDPOnDemand.projects.READ, SDPOnDemand.projects.UPDATE, SDPOnDemand.setup.READ,SDPOnDemand.users.READ, SDPOnDemand.general.READ
Also, you can refer to the Permissions section.

Copy the Generated code; it will be used as Auth code under Authentication parameters while configuring the plugin on Cloud Exchange.

Note

You need to configure the plugin on Cloud Exchange within the selected Time Duration while generating the Auth code, otherwise you will encounter the error shown below, in which case you will need to regenerate the Auth code from the platform.

Get a URL Name

Click Service Instances, and then copy the URL Name for the required instance.

For an On-premises Instance

Get Auth Token

Click Generate Authtoken.

Provide an expiration time per your need, and then click Generate.

Copy the generated Authtoken.

Get the Alias URL

Click Service Instances, and then copy the Alias URL Name for the required instance.

Note

Don’t copy the actual URL. For example: If your Service Desk Instance is IT Helpdesk then your Alias URL is “itdesk”.

Configure the Manage Engine Service Desk Plus Plugin

In Cloud Exchange, go to Settings > Plugins. Search for and select the Manage Engine Service Desk Plus v1.0.0 (CTO) plugin box.

Provide a Configuration Name and the Sync Interval as per your requirement.

Click Next and select the deployment type for your Manage Engine Service Desk Plus instance.

Note

If you are using On-premises instance, then you need to select On-premises as the Deployment Type.

Click Next and enter the Authentication parameters for your instance. To get your credentials, refer to the Get your Authentication credentials from Manage Engine Service Desk Plus section.
- For a cloud instance:
  - API Domain URL: Manage Engine Service Desk Plus Cloud instance URL.
  - Client ID: Client ID for your Service Desk Plus Cloud account.
  - Client Secret: Client Secret for your Service Desk Plus Cloud account.
  - Auth Code: Auth Code for your Service Desk Plus Cloud account.
  - URL Name: Service Desk Plus Portal URL Name.

For an On-Premises instance:
- Service Desk Plus On-Premises Instance URL: Manage Engine Service Desk Plus On-Premises instance URL.
- Auth Token: Auth Token for your Manage Engine Service Desk Plus On-Premises account.
- Alias URL: Service Desk Plus Portal Alias URL. Only provide the Alias URL name, and not the actual URL.
- SSL Certificate: Enter the contents of your self-signed certificate for the Service Desk Plus On-Premises instance.

Provide the mapping configuration for the following fields as per your requirement.
Here is the default mapping for status mapping:
Click Save.

Add a Ticket Orchestrator Business Rule for Manage Engine Service Desk Plus

Create a business rule based on the filters you need to create tasks in the Manage Engine Service Desk Plus platform.

In Ticket Orchestrator, go to Business Rules.
Click Create new rule.
Enter an appropriate Rule Name in the text box, and build the appropriate filter query condition on the field(s) for the business rule. You can also enter the query manually by pressing Filter Query.
Click Save.

Add a Ticket Orchestrator Queue for Manage Engine Service Desk Plus

In Ticket Orchestrator, go to Queues.
Click Add Queue Configuration and select the Business Rule, Plugin Configuration and Queue from the dropdown.
Add/Map appropriate values between alerts and incidents under the Map Field section. Alert’s attributes can be accessed via $ in the custom message field. Click Add to add more field mappings.

Click Save and sync the queue if you already have the alerts/events pulled.

Note

You must provide the value of the field in its respective schema.
For status field mapping, provide value in Manage Engine Service Desk Plus status format.
To update the incident status on Netskope, refer to the Netskope plugin guide for CTO.

While creating tasks the fields like status, priority and task type are case sensitive.
Time related fields expect epoch time format (millisecond) while creating tasks.
User related fields like owner expect the user email and it should be associated with the project. To check the users associated with the project navigate to Projects > Members. Here you will find the list of the users associated with that project.
Fields related to estimation expect non-decimal integer input.
Comment will be added with the user name of the user associated with the credentials used while creating the plugin configuration.

Validate the Manage Engine Service Desk Plus Plugin

Validate in Cloud Exchange

In order to validate the workflow, you must have Netskope Alerts/Events.

To view the list of tickets created on Manage Engine Service Desk Plus, go to Tickets in Ticket Orchestrator.

Verify Ticket creation from Logging by applying the filter with plugin name.

Validation in Manage Engine Service Desk Plus

For a Cloud Instance:

To validate the incident creation:

Click on the project you selected while configuring the Queue on Netskope Cloud Exchange, and then go to the Tasks page. Here you can see all the created Tasks for the particular project.

For an On-Premises Instance:

To validate the incident creation:

Go to the Projects page.

Click on the project you selected while configuring the Queue on Netskope Cloud Exchange, and then go to Tasks. Here you can see all the created Tasks for the particular project.

Troubleshooting the Manage Engine Service Desk Plus Plugin

Unable to configure the CTO Manage Engine Service Desk Plus plugin

If user is unable to configure the CTO Manage Engine Service Desk Plus plugin, it could be due to one of the following reason:

Incorrect credentials provided.
The user does not have required permissions.
Incorrect instance URL provided.
Incorrect SSL Certificate for On-Premises Manage Engine Service Desk Plus instance.

What to do: To solve these issues, follow the options below:

Make sure to provide correct credentials. To get the credentials, you can refer to the Get your Authentication credentials from Manage Engine Service Desk Plus section.
Make sure that the user has the required permissions. Refer to the Permissions section.
Make sure that the correct instance URL is provided.
If you are using an On-Premises Manage Engine Service Desk Plus instance, then while configuring the plugin, you need to provide a self-signed certificate for the Service Desk Plus On-Premises instance. Provide the content of the .crt file.

Unable to create task using plugin

If you are unable to create a task using the plugin, it could be due to one of these reasons:

No alerts or events are available in Cloud Exchange or no new alerts or events are pulled.
Business Rule has no alerts/events filtered
The user does not have the required permissions for creating incidents.
Title field is not mapped in queue configuration.
The owner(assignee) mapped in queue configuration is not a member of the project where you are creating the task.
Rate limit exceded

What to do: Find the root cause from above and select the best fit resolution.

Check if the alerts/events are available in the Alerts/Events page, if no alerts/events are available the task won’t be created. Configure Netskope Tenant or other required configuration to create alerts/events in CTO.
Check the business rule and test it to confirm if it has any alerts filtered, if no alerts are available in the filtering, update the business rule.
Ensure users have required permissions. Refer to the Permissions section.
Make sure to map Title with values to create a ticket. Title is required while creating a task.
Make sure that the owner(assignee) is a member of the project where you are creating the task.
To check the default rate limit for your instance contact your Manage Engine Service Desk Plus support representative.

Temporary failure in name resolution error

If you are getting temporary failure in name resolution error as shown below while configuring the plugin with the On-Premises instance:

requests.exceptions.ConnectionError: HTTPSConnectionPool(host='win11-50-10-99', port=443): Max retries exceeded with url: /api/v3/portals?input_data=%7B%22list_info%22%3A+%7B%22row_count%22%3A+1000%2C+%22start_index%22%3A+1%2C+%22page%22%3A+1%2C+%22sort_field%22%3A+%22created_time%22%2C+%22sort_order%22%3A+%22desc%22%7D%7D (Caused by NewConnectionError('<urllib3.connection.HTTPSConnection object at 0x7fd5685bfb50>: Failed to establish a new connection: [Errno -3] Temporary failure in name resolution'))

What to do:

SSH to the VM where your Cloud Exchange is installed and stop all the containers using sudo ./stop script.
Edit your docker-compose file using command vi docker-compose.yml.
Add extra hosts under the core section.
- Format:
  extra_hosts:
  – “<your domain>:<your ip>”
Note:

Use domain and IP of the server where your On-Premises Manage Engine Service Desk Plus instance is hosted.

Save the file.
Start the Netskope Cloud Exchange using command sudo ./start.
Configure the plugin with your valid credentials for an On-premises setup.

Getting error while configuring plugin for an On-premises instance with a proxy

If you are not able to configure the plugin for an On-premises instance with a proxy and encounter this error:

CTO Manage Engine Service Desk Plus [CTO Manageengine onprem]: Proxy error occurred. Verify the proxy configuration provided. Error: HTTPSConnectionPool(host='win11-50-10-99', port=10026): Max retries exceeded with url: /api/v3/portals?input_data=%7B%22list_info%22%3A+%7B%22row_count%22%3A+1000%2C+%22start_index%22%3A+1%2C+%22page%22%3A+1%2C+%22sort_field%22%3A+%22created_time%22%2C+%22sort_order%22%3A+%22desc%22%7D%7D (Caused by ProxyError('Cannot connect to proxy.', OSError('Tunnel connection failed: 503 Service Unavailable')))

What to do: Perform the below mentioned steps on your proxy VM (where your proxy is setup, not the VM where Cloud Exchange is installed):

Copy your certificate to the trusted directory.
For Ubuntu OS: sudo cp your-cert.crt /usr/local/share/ca-certificates/
For CentOS: sudo cp your-cert.crt /etc/pki/ca-trust/source/anchors/
Update the trust store.
For Ubuntu OS: sudo update-ca-certificates
For CentOS: sudo update-ca-trust extract
Restart your proxy.
Configure the plugin for On-Premises instances.

Limitation

We have observed that the free version for cloud instances has a limit of 300 tasks per project and the On-Premises version has a rate limit of 60 calls per minute.