This guide covers the ServiceDesk Plus configuration you need to complete before setting up the integration in Support Fusion. ServiceDesk Plus connects through an OAuth authorisation rather than an entered API key.
Prerequisites
Administrator access to your ServiceDesk Plus cloud instance.
Familiarity with ServiceDesk Plus technician management and permissions.
Familiarity with ServiceDesk Plus request management.
Step 1: Create an API technician
Create a technician that Support Fusion authorises as, so all integration activity is attributable to one account you can audit and manage.
Sign in as an administrator and navigate to Setup > Users, then select New Technician.
Set a
Display Namefor the integration login,First NameSupport Fusion,Last NameIntegration, and a monitoredEmail.Tick Enable login for this technician, select Enable Custom Privileges, and move the SDCo-ordinator role to the right.
Save the technician record.
Note: For the default role permissions, or to build a custom role, see the ServiceDesk Plus documentation on default roles.
Step 2: Find your base URL
Support Fusion needs the base URL your users access for the ServiceDesk Plus portal. Use the regional or custom URL that matches your instance, for example https://sdpondemand.manageengine.com (US), https://servicedeskplus.net.au (Australia), or your organisation's custom domain. Provide only the base URL, with no path suffix. If your instance uses multiple portals, note the portal name you want to connect (portal names are lower case); single-portal instances can ignore this.
Step 3: Authorise the connection in Support Fusion
Because ServiceDesk Plus uses OAuth, you grant access by authorising from within Support Fusion rather than copying a key.
In Support Fusion, go to Settings and select ServiceDesk Plus (it may already be selected if chosen at registration).
Enter the Base URL from step 2, and a Portal Name only if you have a multi-portal setup.
Select Authorise. You're redirected to ServiceDesk Plus to complete the OAuth authorisation.
Sign in as the integration technician from step 1, review the request to perform operations on requests, tick the box to allow Support Fusion access, and select Accept.
You're redirected back to Support Fusion. Select Test Connection to confirm it works.
A successful test confirms authentication works, the technician has permission to read requests, and Support Fusion can reach your instance.
Next steps
With the connection authorised, see ServiceDesk Plus integration for the per-relationship settings.
Troubleshooting
Authentication failed. Confirm you signed in with the integration technician during authorisation, that the account is active, and that you accepted the permissions.
Permission denied. Check the technician's role from step 1, that it has at least read access to requests, and that it can reach the requests you want to sync.
Invalid base URL. Provide only the base URL with no path (such as /app or /api), use the correct regional or custom domain, and remove any extra spaces.
Multi-portal issues. Check the portal name is entered correctly and in lower case, and that the technician can access that portal.