When a site SmartTile monitors goes down, the request is already in ServiceDesk Plus — one per location, carrying the SmartChoice Rev.io ticket number, never duplicated when the link flaps, and resolved when the device comes back.
/api/v3/requests), with the company's own credentials: a technician API key (on-premises, on the ServiceAutomate card) or the company's own Zoho OAuth client (SDP Cloud).A NOC that works in ServiceDesk Plus should not have to watch a second console. ServiceAutomate connects each company's own ServiceDesk Plus to SmartTile: when a circuit, firewall or switch goes down, SmartTile raises the request in SDP — subject, device, location and the SmartChoice Rev.io ticket number SmartChoice is working the carrier on — so the desk starts from the facts, not from an e-mail.
| The moment | Today | With SmartTile |
|---|---|---|
| A site goes down | Someone reads an alert, opens SDP, types the request and hunts for the circuit ID. | A request opens by itself once the device has been down for your open delay: location, device, circuit and the SmartChoice Rev.io ticket number. |
| Ten devices drop at once | Ten requests, ten technicians looking at one outage. | One request per location. Every further device at the site joins the open request instead of opening another. |
| The link flaps | A closed request, then a new one, then another. | Inside the flap cooldown (30 min) or reopen window (48 h) SmartTile reopens the last request — or only notes it, or opens new, as you choose. |
| The site comes back | Someone remembers to close the request — or nobody does. | SmartTile resolves the request per your Ticket Policy: on restore, after N minutes stable, or never (with a note saying so). |
| Your tech reopened it by hand | Monitoring cannot know, and opens a duplicate. | Check your helpdesk first: SmartTile reads the request from SDP before deciding, and joins it if it is still open. |
| Planned maintenance | Someone remembers to ignore the tickets. | A snoozed device opens no request; a location with automation switched off opens none. |
In ServiceDesk Plus: Admin → Technicians → your API technician → Generate API key. Use a technician that can create and edit requests.
ServiceAutomate → ManageEngine card → base URL (e.g. https://sdp.yourco.com:8080) and technician key → Test Connection reads /api/v3/requests.
Ticket Sync Policy on the same screen: wait before opening, reopen window, flap cooldown, On a repeat outage (reopen / note / new), Check your helpdesk first.
Platform enabled, Save. SmartChoice switches ServiceAutomate on for the company; the Ticket flow & anti-flood page shows the rules in plain English.
Status Open, a subject built from location, device, circuit and state, and a body with the device, the site's other devices, the site contacts and the SmartChoice Rev.io ticket number.
SmartTile's grouping rule — one ticket per location, one per circuit when two real circuits are down, per device only where you ask — decides whether a device joins the open request or opens its own.
A device that drops again is matched to its last request: flap → reopen; inside the window → reopen, note or new, per policy. Human notes on the request reach the SmartChoice Rev.io ticket, and Rev.io journals come back, every 5 minutes.
/api/v3/requests?input_data={row_count:1}Test Connection — proves the base URL and technician key./api/v3/requestsOpen the request (input_data: subject, description, status, group, requester, template)./api/v3/requests/{id}Is the last request still open on your side? (Check your helpdesk first)/api/v3/requests/{id}Reopen (status Open) on a repeat outage; resolve (status Resolved + resolution) on recovery./api/v3/requests/{id}/notesRead human notes back; add join, restore and carried notes (marked [SmartTile ↔ …]).Each company's own base URL and technician key (or Zoho OAuth) is used for every open, note and close — never a shared SmartChoice identity. Keys are stored encrypted (AES-256-GCM) and come back masked.
Only admins, resellers and SmartChoice can edit the connection, and only for companies they are allowed to see.
A policy or lookup that cannot be read never swallows an outage — SmartTile opens the request rather than lose it.
Each request opened, joined, resolved or failed, and each carried note, is a row in the Automation Audit Ledger, scoped to the company. A close SDP refuses leaves the request open, marked FAILED.
| Objection | Answer |
|---|---|
| “We got flooded last time.” | Grouping is on by default: one request per location, and repeats reopen instead of duplicating. The flap cooldown and reopen window are yours to set. |
| “Our tech reopens things by hand.” | Check your helpdesk first reads the request from ServiceDesk Plus before anything is opened. |
| “We run other desks too.” | The same automation serves every IT Service Management (ITSM) system: Kaseya (Autotask, BMS), Freshservice, ServiceNow, Jira Service Management, Rev.io, HaloPSA, ConnectWise PSA, Zendesk, NinjaOne, ManageEngine, Ivanti and Freshdesk. |
| “Does it resolve requests itself?” | Yes, per your Ticket Policy: on restore (default), after the device has been stable N minutes, or never — then it only adds a note. If SDP refuses the close, the request stays open for a technician. |