ManageEngine ServiceDesk Plus
ServiceDesk Plus by ManageEngine is a versatile helpdesk software specifically for the IT sector. In many cases, it can be advantageous to notify affected parties via SMS instead of email. In this article, we explain how to integrate seven as an SMS gateway in ServiceDesk Plus. The necessary interface is already available; we just need to add an operator. The work takes about five minutes and can also be done by laypersons.
- 1
Logging in as a Technician
We start by logging into the software as a technician.
- 2
Navigating to the Administrator Settings
Now we need to navigate to the administrator settings. To do this, we click on the gear icon in the top toolbar, which is typically located in the upper right corner on desktop PCs.
- 3
SMS Notification Settings
Then we click on the menu item SMS Notification Settings, which is associated with the Service Desk Configuration section.
- 4
Configuring the SMS Gateway
Now we begin configuring seven as the SMS gateway.
- Select Send SMS via SMS Gateway Provider.
- Ensure that Custom is selected as the SMS Provider.
- For the HTTP Method, we choose POST.
- For the URL, we set the value https://gateway.seven.io/api/sms. The requests to send SMS will be sent to this address.
- 5
Request Headers
In the Request Headers, we add a key pair with X-Api-Key as the Key and YOUR_API_KEY from seven as the Value. This value ensures that you are authorized to access the API.
- 6
Authentication details
In the Authentication details we make sure that None is selected.
- 7
Request payload
In the request payload we define the content of our API request. The required parameters are text for the message content and to for the recipient number.
The value then looks like this:
{ "text": "Your message", "to": "Recipient phone number" }
Test API request
The cryptic-looking values are placeholders that are replaced by text and recipient numbers when creating messages. This becomes immediately clear when we test our API request.
Individual sender ID
If you want an individual sender ID, you can add the key "from" with the corresponding value - see figure below. This value is then used as the sender ID of the SMS depending on the country.
Additional parameters
According to the API documentation, additional parameters can optionally be added.
Request and response format
We select application/json in the drop-down menu under Request-Payload. This defines the language of the request.
For Response from provider we enter 100. This value determines which value the API returns if the SMS was sent successfully.
We also make sure that Send SMS messages with Unicode characters for multiple languages is enabled.
Test configuration
It makes sense to test the configuration. Clicking on Test opens a form for creating an SMS.
Recipient
In To we enter a recipient number to which the SMS is to be sent.
Message
With Message we define the message text for the test SMS.
Send test SMS
To send the test SMS, click on Send.
Save settings
To save the settings, click on Save to send the completed form to the server.
The setup is now complete and the service is used as an SMS gateway in ServiceDesk Plus.