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+# ManageEngine ServiceDesk webhook
+
+This guide describes how to integrate Zabbix 5.4 installation with ManageEngine ServiceDesk (both on-premise and on-demand) using the Zabbix webhook feature. This guide provides instructions on setting up a media type, a user and an action in Zabbix.<br>
+Please note that recovery and update operations are supported only for trigger-based events.
+
+### Setting up ManageEngine ServiceDesk
+At first, create a user for API or use an existing one.
+
+## Setting up the on-premise installation
+1\. Go to *Admin -> Technicians*.<br>
+2\. Click the *Add New Technician* link, enter the Technician details and provide login permission.<br>
+3\. Click *Generate link* under the API key details block. Select a time frame for the key to expire using the Calendar icon, or simply retain the same key perpetually.<br>
+4\. Save TEHNICAN_KEY for use in Zabbix later.<br>
+
+## Setting up the on-demand installation
+1\. Go to [Zoho Developer Console](https://api-console.zoho.com/).<br>
+2\. Choose *Self Client* from the list of client types, and click *Create Now*.<br>
+3\. Click OK in the pop up to enable a self client for your account.<br>
+4\. Now, your *Client ID* and *Client secret* are displayed under the *Client Secret* tab. Save them for use in Zabbix later.<br>
+5\. Click the *Generate Code* tab and enter the ***SDPOnDemand.requests.ALL*** scope.<br>
+6\. Select the *Time Duration* for which the grant token is valid. Please note that after this time, the grant token expires.<br>
+7\. Enter a description and click *Generate*.<br>
+8\. The generated code for the specified scope is displayed. Copy the grant code.<br>
+9\. Make a POST request with the following URL.<br>
+```https://accounts.zoho.com/oauth/v2/token?code=1000.f74e7b6fc16c95bbc1fa2f067962f84b.9768e796b6273774817032613ba6892a&grant_type=authorization_code&client_id=1000.15S25B602CISR5WO9RUZ8UT39O3RIH&client_secret=9ea302935eb150d9d6cbefd35b1eb8891332d815b8&redirect_uri=https://www.zoho.com```<br>
+Use your domain-specific Zoho accounts URL when you make the request.<br>
+- For EU: https://accounts.zoho.eu
+- For CN: https://accounts.zoho.com.cn
+- For IN: https://accounts.zoho.in
+
+10\. If the request is successful, you will receive the following output:<br>
+```{ “access_token”: “1000.2370ff1fd75e968ae780cd8d14841e82.03518d2d1dab9c6c4cf74ae82b89defa”, “refresh_token”: “1000.2afabf2f5a396325e88f715c6de34d12.edce6130ca3832a14e5f80d005a5324d”, “token_type”: “Bearer”, “expires_in”: 3600 }```<br>
+Save the *refresh_token* for using in Zabbix later.
+
+### Setting up the webhook in Zabbix
+1\. In the *Administration > Media types* section, import [media_manageengine_servicedesk.yaml](media_manageengine_servicedesk.yaml).
+
+2\. Open the newly added **ManageEngine ServiceDesk** media type and replace all *&lt;PLACEHOLDERS&gt;* with your values.<br>
+The following parameters are required:<br>
+**sd_on_premise** - true or false. Pass *true* if you are using on-premise installation and *false* if not.<br>
+**sd_url** - the URL of your instance.<br>
+
+The following parameters are required for on-premise servicedesk:<br>
+**sd_on_premise_auth_token** - the TEHNICAN_KEY generated earlier.<br>
+**field_ref:requester** - login of the account used for request creation.<br>
+
+The following parameters are required for on-demand servicedesk:<br>
+**sd_url_auth** - your domain-specific Zoho accounts URL for refreshing access token.<br>
+**sd_on_demand_client_id**, **sd_on_demand_client_secret**, **sd_on_demand_refresh_token** - created earlier authentication details.<br>
+**field_ref:requester** - requester's displaying name. You can remove this parameter or use any name. *"Zabbix"*, for example. <br>
+
+3\. Create a **Zabbix user** and add **Media** with the **ManageEngine ServiceDesk** media type.
+Though a "Send to" field is not used in ManageEngine ServiceDesk webhook, it cannot be empty. To comply with frontend requirements, you can put any symbol there.
+Make sure this user has access to all hosts, for which you would like problem notifications to be converted into ManageEngine ServiceDesk tasks.
+
+## Customize your requests
+You can add any data to ServiceDesk or user-defined fields.<br>
+Please see the [Om-demand](https://www.manageengine.com/products/service-desk/sdpod-v3-api/SDPOD-V3-API.html#add-request) and [On-premise](
+https://ui.servicedeskplus.com/APIDocs3/index.html#add-request) API specification for details about fields.<br>
+Most of fields should be filled as single-line string, other should be an object with *name* property. Zabbix can fill both, but not *"date"* fields.<br>
+Fields shoud be in format **field_string:fieldname**, where:<br>
+**field** - can be *field* or *udf_field*. The prefix for payload generator.<br>
+**string** - should be *string* for single-line strings or any other for objects.<br>
+**:** - separator between prefix and field name.<br>
+**fieldname** - the name of ServiceDesk or user-defined field.<br>
+
+
+For more information see [Zabbix](https://www.zabbix.com/documentation/5.4/manual/config/notifications) and [ManageEngine ServiceDesk](https://www.manageengine.com/products/service-desk/support.html) documentations.
+
+## Supported versions
+Zabbix 5.4 and higher