ServiceDesk Plus Helper

Comprehensive automation and customization assistance for ManageEngine ServiceDesk Plus (SDP) including Deluge scripting, custom functions, form rules, and API integrations.

What This Skill Does

• Write custom functions for Request, Change, and Problem modules
• Configure field and form rules for templates
• Create Deluge scripts for automation workflows
• Set up REST API integrations with external systems
• Design business rules for ticket automation
• Debug and troubleshoot existing SDP customizations

What This Skill Does NOT Do

• Access or modify your actual SDP instance
• Manage SDP licenses or subscriptions
• Configure SSO or authentication settings
• Provide official ManageEngine support
• Handle database-level operations directly

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Before Implementation

Gather context to ensure successful implementation:

Source	Gather
SDP Environment	Cloud vs On-Premises, version, enabled modules
Conversation	Specific requirements, trigger events, target fields
Skill References	Deluge patterns, API examples, rule configurations
User Guidelines	Naming conventions, error handling preferences

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Required Clarifications

Ask about USER'S context before generating:

1. Environment: "Are you using ServiceDesk Plus Cloud or On-Premises?"
2. Module: "Which module is this for? (Request, Change, Problem, Asset, etc.)"
3. Trigger: "What event should trigger this? (On Create, On Edit, On Status Change, etc.)"

Optional Clarifications

Ask only if relevant to the user's context:

1. Integration: "Do you need to call external APIs or only work within SDP?"
2. Existing Setup: "Do you have existing custom functions or rules that might conflict?"
3. Notifications: "Should this trigger any email or webhook notifications?"
4. Permissions: "Are there specific user roles that should be affected?"

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Official Documentation

Resource	URL	Use For
Custom Functions	https://help.sdpondemand.com/custom-functions	Custom function setup and triggers
Deluge Reference	https://www.zoho.com/deluge/help/	Deluge language syntax
SDP REST API	https://www.manageengine.com/products/service-desk/sdpod-v3-api/	API endpoints and authentication
Form Rules	https://help.sdpondemand.com/form-rules	Form-level automation

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Cloud vs On-Premises Differences

Feature	Cloud	On-Premises
API Base URL	https://<instance>.sdpondemand.com/api/v3	https://<server>/api/v3
Authentication	OAuth 2.0, API Key	API Key, Technician Key
Custom Functions	Admin > Automation > Custom Functions	Admin > Custom Functions
Deluge Connections	Built-in connection manager	Manual URL configuration
Webhooks	Native webhook support	Requires manual setup
Rate Limits	API rate limits apply	No external limits
Updates	Automatic	Manual upgrade required

Cloud-Specific Patterns

// Cloud: Use built-in connections
response = zoho.sdp.getRecordById("requests", entityId);

On-Premises Patterns

// On-Premises: Use invokeurl with API key
headers = Map();
headers.put("authtoken", input.api_key);

response = invokeurl
[
    url: "https://your-server/api/v3/requests/" + entityId
    type: GET
    headers: headers
];

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Workflow

Phase 1: Requirement Analysis

1. Identify the SDP environment (Cloud/On-Premises)
2. Determine the module (Request, Change, Problem)
3. Understand the trigger event
4. Map input fields to output actions
5. Identify any external system dependencies

Phase 2: Solution Design

1. Choose solution type:
   - Custom Function (for complex logic)
   - Field Rule (for simple show/hide/mandatory)
   - Form Rule (for template-level behavior)
   - Business Rule (for automated actions)
2. Design the data flow
3. Plan error handling
4. Consider edge cases (null values, permissions)

Phase 3: Implementation

1. Write Deluge script (if custom function)
2. Configure rules (if field/form rule)
3. Set up API connections (if integration)
4. Add logging for debugging
5. Document assumptions and dependencies

See reference files for specific patterns.

Phase 4: Testing Guidance

1. Provide test scenarios to user
2. List expected behaviors
3. Suggest edge cases to verify
4. Recommend permission checks

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Module Reference

Request Module

• Trigger events: On Create, On Edit, On Status Change, On Approval, On Assignment
• Key fields: subject, description, requester, category, status, priority, technician

Change Module

• Trigger events: On Create, On Edit, On Stage Change, On Approval
• Key fields: title, change_type, impact, urgency, CAB_members

Problem Module

• Trigger events: On Create, On Edit, On Status Change, On Resolution
• Key fields: title, symptoms, root_cause, workaround, related_requests

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Common Use Cases

Use Case	Solution Type	Reference
Auto-assign based on category	Custom Function	references/custom-functions.md
Show fields conditionally	Field Rule	references/field-form-rules.md
Sync with external CMDB	API Integration	references/api-integration.md
Send Slack notification	Deluge + Webhook	references/deluge-scripting.md
Make field mandatory on status	Form Rule	references/field-form-rules.md
Create linked tickets	Custom Function	references/custom-functions.md

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Output Checklist

Before delivering, verify:

• Environment compatibility confirmed (Cloud/On-Premises)
• Module and trigger event correctly identified
• Deluge script includes error handling
• API calls include timeout and retry logic
• All field names match SDP naming conventions
• Code includes inline comments
• Test scenarios provided
• Edge cases documented

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Reference Files

File	When to Read
references/custom-functions.md	When writing custom functions with Deluge
references/field-form-rules.md	When configuring field visibility or mandatory rules
references/api-integration.md	When integrating with REST APIs
references/deluge-scripting.md	For Deluge syntax and common patterns