Integrate StatusIQ with ServiceDesk Plus Cloud

Integrate StatusIQ with ManageEngine ServiceDesk Plus Cloud to bring incident communication into your incident handling workflow. ServiceDesk Plus Cloud is an IT service management platform where technicians manage service requests and incidents. With this integration, technicians can create, update, and resolve StatusIQ incidents directly from ServiceDesk Plus Cloud requests while viewing and managing the StatusIQ components associated with those incidents.

The integration applies to incidents created manually in ServiceDesk Plus Cloud as well as incidents created through the Site24x7 integration.

Use cases

• Keep incident handling and communication connected: When a site-wide service request requires an incident to be communicated to users, technicians can create and manage the corresponding StatusIQ incident directly from the request. 
• Keep stakeholders informed: Technicians can post updates to a StatusIQ incident as the issue progresses, helping keep users informed about its current status. 
• Communicate incident resolution: Once an issue is resolved, technicians can close the associated StatusIQ incident from the ServiceDesk Plus request. 
• Manage affected services: Technicians can view the StatusIQ components associated with a request and link additional components when required. 
• Document completed incidents: Technicians can publish postmortems for StatusIQ incidents from the ServiceDesk Plus request details page. 

How the integration works

The StatusIQ Extension connects StatusIQ incident management with the ServiceDesk Plus Cloud request workflow. 

Once the extension is installed and connected:

1. A technician works on a request in ServiceDesk Plus Cloud. 
2. The technician can select the relevant StatusIQ status page and components. 
3. A StatusIQ incident can be created as an active or historic incident. 
4. The technician can post incident updates as the issue progresses. 
5. The incident can be resolved when the issue is addressed. 
6. A postmortem can be published when the incident requires further documentation. 
7. Incident updates can be tracked from both the ServiceDesk Plus request and the StatusIQ application. 

Manage StatusIQ components from ServiceDesk Plus

The extension also allows technicians to work with StatusIQ components from the request details page. They can view the status of associated components, switch between multiple StatusIQ pages, associate multiple components with a request and incident, and search for components within the selected StatusIQ page. 

Install the StatusIQ extension

You can integrate StatusIQ with ServiceDesk Plus Cloud by installing the StatusIQ extension from the Extensions section in the ManageEngine Marketplace.

An Enterprise license for ServiceDesk Plus Cloud and an SDAdmin role are required to install the extension. Technicians must have access to the Requests module in ServiceDesk Plus Cloud and at least one StatusIQ status page.