ServiceDesk Plus Cloud Integration | Zoho Forms - User Guide

ServiceDesk Plus Cloud Integration

Table of Contents
  1. Overview
  2. Integration Setup
  3. Supported Field Types
  4. Add Input Manually while mapping fields
  5. Set Alert on Integration Failure

Overview

When you receive multiple service requests in your organization, creating requests in the Service Desk manually can become tedious and time-consuming. If your organization uses ServiceDesk Plus Cloud to manage service requests, you can use the Zoho Forms - ServiceDesk Plus Cloud integration to automatically push each form entry as a service request into your ServiceDesk Plus Cloud portal. You can add description, resource information, and attach files uploaded to the requests created using this integration. You can customize the form and embed it on your website and push the entries to ServiceDesk Plus Cloud.

Integration Setup

To integrate your form with ServiceDesk Plus Cloud,

  1. In your form builder, navigate to the Integrations tab and click ServiceDesk Plus Cloud under Services & Analytics from the left menu.
  2. Click Integrate.
    Click Integrate
  3. Select a Portal to integrate your form with. The form entries will be pushed to the Requests module of the selected portal by default.
  4. Select the Service Category and choose a Template from the list.
  5. Select a View Type between Requester View  and Technician View.
  6. Map the ServiceDesk Plus Cloud fields with the corresponding Zoho Forms fields. You can provide custom input for a form field while mapping certain ServiceDesk Plus Cloud Fields.
  7. You can add a Description to each request pushed to ServiceDesk Plus Cloud. You can also merge field responses with the Description by clicking the merge icon and selecting the required fields.
  8. If you wish to push the resource information associated with the request, select Yes under the Resource Information section and map the Resource Info fields in ServiceDesk Plus Cloud to your form fields.
  9. To send form attachments to ServiceDesk Plus Cloud along with a request, select Yes under the Attachment section and choose the required attachments to push.
    You can choose to push the Default Template, Custom Template(s), PDFs sent in form submission workflows, and PDFs sent in approval process as attachments to ServiceDesk Plus Cloud.
    1. If you choose PDFs in form submission workflows, the PDF template sent to the respondent after submitting the form (for example, the PDF downloaded from the Thank You page, or any PDF sent via email notification) will be pushed to ServiceDesk Plus Cloud as an attachment. 
    2. If you choose PDFs in approval process, the PDF template sent to the respondent along with the Final Approval Email will be pushed to ServiceDesk Plus Cloud as an attachment.
  10. Click Integrate to save your settings.
    Integration setup

Supported Field Types

ServiceDesk Plus Cloud fields can be mapped only to specific Zoho Forms fields as listed.

S.No ServiceDesk Plus Cloud Field Supported Zoho Forms Fields
1 Single Line Single Line, Multi Line, Name, Address, Phone, Email, Website, Unique ID, Dropdown, Radio, Multiple Choice, Checkbox, Matrix Choice, Image Choices, Number, Decimal, Currency, Slider, Rating, Formula, Date, Time, Date-Time, Terms & Conditions,Added Email ID, Submitter's Location, Submitter's Latitude, Submitter's Longitude, Referrer Name, IP Address
2 Multi Line Single Line, Multi Line, Name, Address, Phone, Email, Website, Unique ID, Dropdown, Radio, Multiple Choice, Checkbox, Matrix Choice, Image Choices, Number, Decimal, Currency, Slider, Rating, Formula, Date, Time, Date-Time, Terms & Conditions, Submitter's Location, Submitter's Latitude, Submitter's Longitude, Referrer Name, IP Address, Added Email ID
3 Email Email, Added Email ID
4 Phone Phone
5 Pick List Single Line, Dropdown, Radio, Matrix Choice-Radio
6 Numeric Field Number, Slider, Rating
7 Multi Select Multiple Choice, Checkbox, Matrix Choice, Image Choices
8 Url Website
9 Date-Time Date-Time
10 Decimal Decimal, Number, Formula, Submitter's Latitude, Submitter's Longitude
11 Percent Decimal, Number, Formula, Submitter's Latitude, Submitter's Longitude
12 Currency Currency, Number
13 Radio Button Single Line, Dropdown, Radio, Matrix Choice-Radio
14 Checkbox Multiple Choice, Checkbox, Matrix Choice, Image Choices
15 Decision Box Decision Box
16 Lookup Single Line, Email, Added Email ID 
17 html Single Line, Multi Line, Name, Address, Dropdown, Radio, Matrix Choice, Image Choices, Number, Decima, Formula, Currency,  Date, Time, Date-Time, Email, Website, Phone, Rating, Slider, Unique ID, Checkbox, Multiple Choice, Terms & Conditions,  Submitter's Location, Submitter's Latitude, Submitter's Longitude, Referrer Name, IP Address, Added Email ID 

Add Input Manually while mapping fields

You can customize a form field's input value before passing it to ServiceDesk Plus Cloud by merging form field tags or entering a value manually.
To do so,

  1. While mapping the above ServiceDesk Plus Cloud fields with form fields, select the Add Input Manually option in the Zoho Forms fields column.
  2. You can enter a value manually and also merge form fields with the manual input by clicking the merge icon and selecting the required fields.

    Custom Input

You can use the custom input option for the following ServiceDesk Plus Cloud fields:
Single Line, Multi Line, Email, Pick List, html, Technician

Set Alert on Integration Failure

Once your integration settings are saved, you can choose to receive an email alert if the integration fails.

To do so,
  1. Click Set Alert in the top-right corner.
  2. Configure the email alert template and click Save.

    Set Alert on Integration Failure
Notes

Note:

  • The option to set an email alert on integration failure is available only in our paid plans.
  • You can send email alerts to a maximum of 5 users within your organization.
  • An email alert will be triggered only on the first occurrence of integration failure every 24 hours.