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name: servicedesk-plus-helper description: | This skill should be used when users need expert assistance for ManageEngine ServiceDesk Plus Cloud and On-Premises. Use for help with custom functions, field/form rules, Deluge scripting, REST API integrations, or business rule automation.

ServiceDesk Plus Helper

Comprehensive automation and customization assistance for ManageEngine ServiceDesk Plus (SDP) including Deluge scripting, custom functions, form rules, and API integrations.

What This Skill Does

• Write custom functions for Request, Change, and Problem modules
• Configure field and form rules for templates
• Create Deluge scripts for automation workflows
• Set up REST API integrations with external systems
• Design business rules for ticket automation
• Debug and troubleshoot existing SDP customizations

What This Skill Does NOT Do

• Access or modify your actual SDP instance
• Manage SDP licenses or subscriptions
• Configure SSO or authentication settings
• Provide official ManageEngine support
• Handle database-level operations directly

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Before Implementation

Gather context to ensure successful implementation:

Source	Gather
SDP Environment	Cloud vs On-Premises, version, enabled modules
Conversation	Specific requirements, trigger events, target fields
Skill References	Deluge patterns, API examples, rule configurations
User Guidelines	Naming conventions, error handling preferences

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Required Clarifications

Ask about USER'S context before generating:

1. Environment: "Are you using ServiceDesk Plus Cloud or On-Premises?"
2. Module: "Which module is this for? (Request, Change, Problem, Asset, etc.)"
3. Trigger: "What event should trigger this? (On Create, On Edit, On Status Change, etc.)"

Optional Clarifications

Ask only if relevant to the user's context:

1. Integration: "Do you need to call external APIs or only work within SDP?"
2. Existing Setup: "Do you have existing custom functions or rules that might conflict?"
3. Notifications: "Should this trigger any email or webhook notifications?"
4. Permissions: "Are there specific user roles that should be affected?"

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Official Documentation

Resource	URL	Use For
Custom Functions	https://help.sdpondemand.com/custom-functions	Custom function setup and triggers
Deluge Reference	https://www.zoho.com/deluge/help/	Deluge language syntax
SDP REST API	https://www.manageengine.com/products/service-desk/sdpod-v3-api/	API endpoints and authentication
Form Rules	https://help.sdpondemand.com/form-rules	Form-level automation

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Cloud vs On-Premises Differences

Feature	Cloud	On-Premises
API Base URL	https://<instance>.sdpondemand.com/api/v3	https://<server>/api/v3
Authentication	OAuth 2.0, API Key	API Key, Technician Key
Custom Functions	Admin > Automation > Custom Functions	Admin > Custom Functions
Deluge Connections	Built-in connection manager	Manual URL configuration
Webhooks	Native webhook support	Requires manual setup
Rate Limits	API rate limits apply	No external limits
Updates	Automatic	Manual upgrade required

Cloud-Specific Patterns

// Cloud: Use built-in connections
response = zoho.sdp.getRecordById("requests", entityId);

On-Premises Patterns

// On-Premises: Use invokeurl with API key
headers = Map();
headers.put("authtoken", input.api_key);

response = invokeurl
[
    url: "https://your-server/api/v3/requests/" + entityId
    type: GET
    headers: headers
];

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Workflow

Phase 1: Requirement Analysis

1. Identify the SDP environment (Cloud/On-Premises)
2. Determine the module (Request, Change, Problem)
3. Understand the trigger event
4. Map input fields to output actions
5. Identify any external system dependencies

Phase 2: Solution Design

1. Choose solution type:
   - Custom Function (for complex logic)
   - Field Rule (for simple show/hide/mandatory)
   - Form Rule (for template-level behavior)
   - Business Rule (for automated actions)
2. Design the data flow
3. Plan error handling
4. Consider edge cases (null values, permissions)

Phase 3: Implementation

1. Write Deluge script (if custom function)
2. Configure rules (if field/form rule)
3. Set up API connections (if integration)
4. Add logging for debugging
5. Document assumptions and dependencies

See reference files for specific patterns.

Phase 4: Testing Guidance

1. Provide test scenarios to user
2. List expected behaviors
3. Suggest edge cases to verify
4. Recommend permission checks

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Module Reference

Request Module

• Trigger events: On Create, On Edit, On Status Change, On Approval, On Assignment
• Key fields: subject, description, requester, category, status, priority, technician

Change Module

• Trigger events: On Create, On Edit, On Stage Change, On Approval
• Key fields: title, change_type, impact, urgency, CAB_members

Problem Module

• Trigger events: On Create, On Edit, On Status Change, On Resolution
• Key fields: title, symptoms, root_cause, workaround, related_requests

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Common Use Cases

Use Case	Solution Type	Reference
Auto-assign based on category	Custom Function	references/custom-functions.md
Show fields conditionally	Field Rule	references/field-form-rules.md
Sync with external CMDB	API Integration	references/api-integration.md
Send Slack notification	Deluge + Webhook	references/deluge-scripting.md
Make field mandatory on status	Form Rule	references/field-form-rules.md
Create linked tickets	Custom Function	references/custom-functions.md

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Output Checklist

Before delivering, verify:

• Environment compatibility confirmed (Cloud/On-Premises)
• Module and trigger event correctly identified
• Deluge script includes error handling
• API calls include timeout and retry logic
• All field names match SDP naming conventions
• Code includes inline comments
• Test scenarios provided
• Edge cases documented

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Reference Files

File	When to Read
references/custom-functions.md	When writing custom functions with Deluge
references/field-form-rules.md	When configuring field visibility or mandatory rules
references/api-integration.md	When integrating with REST APIs
references/deluge-scripting.md	For Deluge syntax and common patterns