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ManageEngine

The ManageEngine custom connector brings your organization's ManageEngine ServiceDesk Plus knowledge base into Glean. It indexes knowledge-base solutions so employees can search IT helpdesk articles directly from Glean.

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The ManageEngine custom connector is set up by the Glean team. Contact Glean Support to get started.

Prerequisites​

To set up the ManageEngine connector, you need the following ready before contacting Glean Support:

  • Zoho OAuth client: a client ID, client secret, and refresh token with ServiceDesk Plus API access.
  • Portal URL: the base URL and portal identifier for your ServiceDesk Plus instance.
  • HTTPS network access: the connector must reach your Zoho accounts and ServiceDesk Plus portal over HTTPS.

Supported objects and content types​

The connector indexes the following content from ManageEngine ServiceDesk Plus:

  • Solutions: knowledge-base articles from your ServiceDesk Plus portal.

Users and groups are not indexed by this connector.

How permissions work​

Content indexed by this connector sets allow_anonymous_access=True, so it is visible to every user in the Glean tenant. It is not public on the internet.

The connector does not resolve source-level solution permissions, and changes to permissions in ServiceDesk Plus are not reflected in Glean. If your organization needs to restrict access to specific solutions, discuss visibility requirements with Glean Support before setup.

Sync behavior​

The connector supports both full and incremental crawls to keep Glean's index current.

  • Full crawl: indexes all knowledge-base solutions.
  • Incremental crawl: picks up solutions modified within a configurable lookback window since the last crawl.

Both crawl types run on a schedule to keep the index fresh.

Next steps​

Contact Glean Support with the prerequisites above to begin setting up the ManageEngine connector for your organization.

See also​

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