Integration Directory
ITSM

Manage Engine SDP

ManageEngine SDP provides a comprehensive suite of IT management tools covering network monitoring, endpoint management, identity governance, and IT analytics. Integrating ManageEngine with Harmony enables unified service desk operations with AI-assisted resolution and automated workflows across your IT environment.

Capabilities

  • Service Desk Integration: Sync tickets and service requests between ManageEngine ServiceDesk and Harmony
  • Endpoint Management: Trigger patch deployment and configuration workflows based on device health alerts
  • Identity Governance: Manage user access requests and role changes through Harmony's approval workflows

What Harmony does with Manage Engine SDP

Harmony is the chat front line for employee requests, and ManageEngine ServiceDesk Plus stays the system of record. Employees ask in Slack or Teams, Harmony sends and receives ticket data with SDP, and records stay in sync both ways. Agents avoid console switching while Harmony resolves routine requests on its own.

Data synced

  • Tickets, incidents, and service requests
  • Ticket status and priority
  • Comments and conversation updates
  • Assignees and request categories

Actions available

  • Create tickets, incidents, and requests in ServiceDesk Plus from Harmony
  • Sync comments and status changes in both directions
  • Resolve routine tickets automatically with synchronized records back to SDP

Real-world use cases

Request without the portal: An employee opens a request in Slack, Harmony creates the SDP ticket, and updates return to the same thread.

Autonomous resolution: Harmony handles a common request end to end and writes the resolved record back to ServiceDesk Plus.

SLA on track: SLA compliance is maintained across both systems, so nothing slips while the employee waits in chat.

FAQ

Connect ManageEngine ServiceDesk Plus so employees raise and track tickets in Slack or Teams while SDP stays the system of record. Harmony is the chat front line for employee requests, and ManageEngine ServiceDesk Plus stays the system of record.