At ManageEngine, we're committed to empowering IT teams with tools that simplify operations and deliver effortless observability for all stakeholders. We're excited to announce the Site24x7 extension for ManageEngine ServiceDesk Plus On Demand now available on the ManageEngine Marketplace.

This extension transforms ServiceDesk Plus On Demand from a passive ticketing tool into an active hub for IT infrastructure management. Once installed, it enables IT teams to monitor, automate, and resolve issues directly from the ServiceDesk Plus interface, streamlining workflows and enhancing productivity.

Integrating monitoring with an IT service management (ITSM) platform like ManageEngine ServiceDesk Plus On Demand boosts organizational efficiency, reduces downtime, and ensures seamless service delivery.

By centralizing incident reporting, tracking, and resolution, ITSM tools empower IT teams to respond swiftly to monitoring incidents, prioritize effectively, and maintain robust IT observability, all from the convenience of the platform.

Taking action directly within ServiceDesk Plus On Demand eliminates silos, reduces manual effort, and provides real-time visibility into incident status, fostering faster resolution, improved accountability, and a proactive approach to preventing future disruptions.

How it works

The existing integration between Site24x7 and ServiceDesk Plus On Demand simplifies incident tracking by automatically generating tickets when Site24x7 detects alerts (e.g., Trouble, Critical, or Down), with status updates added as notes to the ticket. The new Site24x7 extension takes this further by enabling direct control over Site24x7 actions from within ServiceDesk Plus, eliminating the need to switch platforms.

For example, when a monitor like Zykler Monitor (tracking http://zykler.com ) goes down, a ticket is instantly created in ServiceDesk Plus On Demand. The ticket includes critical details such as the downtime start (e.g., 27 Feb 2025 09:49:47 PST ), the reason for the outage (e.g., The string "the quick brown cat" is not present in the response ), and outage details across multiple locations. This context equips technicians to act quickly.

With the extension, you can:

• Log automation results: IT automation execution results triggered due to monitor status changes will be added as notes to the open ticket.
• Trigger IT automation: From the ticket's Actions menu, select Site24x7 Actions and Execute IT Automation to launch predefined workflows, such as restarting a server or clearing logs. A drop-down list of IT automation templates added in Site24x7 will be displayed, allowing execution in a single click.
• Manage monitor status: From the same Actions menu, mark monitors as Maintenance or Down . For instance, a technician can mark a monitor as under maintenance during a scheduled task or transition it to downtime if an issue persists. All updates are reflected in Site24x7 and noted in the ticket.
• Track actions: All actions across automation executions, status changes, and updates are then recorded in the ticket's notes, ensuring a clear audit trail across both platforms.

This integration empowers technicians to act swiftly, reducing mean time to resolution (MTTR) and minimizing manual effort.

Benefits

The Site24x7 extension for ServiceDesk Plus On Demand delivers a suite of features to enhance productivity and control:

• IT automation execution: Respond to alerts with automated actions, such as rebooting servers or invoking cloud resource updates, directly from the ServiceDesk Plus On Demand ticket interface.
• Monitor status management: You can update monitor statuses (e.g., Maintenance or Down) from within ServiceDesk Plus On Demand, eliminating the need to toggle between tools.
• Proactive management platform: Move beyond passive alerts to manage your IT environment from a unified interface actively, streamlining operations and improving response times.
• Transparent tracking: Automation execution results and status changes are logged in ticket notes, ensuring visibility and accountability for all stakeholders.

Example: When a critical website monitor goes down, Site24x7 flags the issue and creates a ticket in ServiceDesk Plus On Demand. From the ticket, a technician can trigger an automation to restart the server and mark the monitor as under maintenance if needed. All actions and updates are logged in the ticket's Conversations tab, providing full visibility and preventing SLA violations.

Get started

Ready to enhance your ServiceDesk Plus On Demand experience with monitoring-led actions? The Site24x7 extension is available on the ManageEngine Marketplace. If you're already using Site24x7 and ServiceDesk Plus, the setup is simple:

• First, configure ServiceDesk Plus OD as a third-party integration in Site24x7.
• Then, install the extension and grant permissions for Site24x7 resource access (e.g., reading and updating monitor data).
• Now, the extension will seamlessly integrate into your ServiceDesk Plus On Demand interface, adding Site24x7 Actions to your ticket workflows.

Sign up for a 30-day, free trial of Site24x7 to explore how this integration can transform your IT operations by bringing monitoring actions into your ServiceDesk Plus On Demand realm. Supporting websites, servers, applications, and multi-cloud environments, Site24x7 instantly pairs with ServiceDesk Plus On Demand to serve as a comprehensive solution for monitoring, automation, and resolution.

ServiceDesk Plus On Demand is a cloud-based, comprehensive ITSM suite that helps organizations manage support tickets, networks, desktops, mobile devices, and Active Directory. ServiceDesk Plus On Demand has been designed to streamline IT operations, improve service delivery, and ensure minimal downtime. It offers many integrations, including Site24x7, which brings the power of streamlined incident management within ServiceDesk Plus On Demand itself, without users having to leave the platform.