This repository contains a Python script (triggerPagerDuty.py) that can be used with the on-premise server version of ManageEngine's ServiceDesk Plus to send a JSON-formatted alert payload to a PagerDuty Events v2 API endpoint. This can either be a service-level endpoint or an endpoint associated with a Ruleset.

To create the necessary Events API routing key please consult the following PagerDuty documentation:

• PagerDuty Rulesets
• PagerDuty Services and Integrations

This Python script has been tested with the following configuration:

• Windows Server 2016 Standard
• Python 3.8.5
• ServiceDesk Plus v11.1.0 Build 11129

Make sure the Python interpreter is added to the %PATH% system variable.

Copy the Python script to the following directory on the ServiceDesk Plus server:

C:\Program Files\ManageEngine\ServiceDesk\integration\custom_scripts

The script is designed to send events to PagerDuty that will trigger and resolve an incident. Modify the script adding the appropriate PagerDuty integration key. To minimize the number of scripts that need to be maintained, consider using a key associated with an event ruleset endpoint. The client_url should also be modified to include the FQDN of the local instance of ServiceDesk Plus.

The script uses a subset of the available parameters supplied by the ServiceDesk Plus V1 API. A full list of the parameters can be found in the ServiceDesk Plus Administration Guide.

The script is called via a new Incident Management Custom Trigger (see Admin | Incident Management | Custom Triggers). Two new Actions are required, one for when an new incident is created and another for when an incident is edited and the status is changed to Cancelled, Closed or Resolved. In both cases, give the Action a meaningful name and description.

For the action to create a new incident, 'Execute the Action' should be set to When a Request is created and Any Time. Then specify the criteria that must be met to perform the action. As a minimum the 'Request Type' should equal incident. Then set the 'Action Type' to Execute Script and specify the script to be run. By default these will be py triggerPagerDuty.py $COMPLETE_JSON_FILE.

For the Action to resolve an incident follow the instructions above but 'Execute the Action' should now be set to When a Request is edited and Any Time. Then specify the criteria that must be met to perform the action. This time, 'Status' is equal to Cancelled, Closed and Resolved.

To test the script, create a new Request (see Quick Actions | Create New | Incident).

You can check the progress of the script by reviewing the History tab in the Request Details form. If the script executes successfully an incident will be created in your chosen PagerDuty service.

Resolving the incident in ServiceDesk Plus will result in the incident being resolved in PagerDuty.

Within PagerDuty a Ruleset can be used to triage and route the alert from ServiceDesk Plus making sure the most appropriate on-call responder is notified and any new actionable requests.

Values from the alert payload can be used to automatically set the incident priority in PagerDuty.

Finally, use Dynamic Notifications to make sure responders are only contacted according to their high-urgency notification policy when the incident merits a real-time response.