108 lines
6.2 KiB
Markdown
108 lines
6.2 KiB
Markdown
# sdp-request-watcher
|
|
|
|
A local Node.js dashboard for ManageEngine ServiceDesk Plus (SDP) Cloud. It shows each technician's open tickets by status, plays a sound when a ticket is closed, tracks the unassigned queue, and shows local weather.
|
|
|
|
|
|
|
|
## Setup
|
|
|
|
### 1. Zoho API client
|
|
|
|
Create a **Non-Browser Application** at <https://api-console.zoho.com/add>. That gives you the client ID and secret. The app only asks for the `SDPOnDemand.requests.READ` scope, so it can read requests but never change them.
|
|
|
|
### 2. `.env` file
|
|
|
|
Copy `src/env.example` to a file named `.env` and fill it in. dotenv reads `.env` from the folder you start the server in, so keep `.env` in the project root and start the server from there (see step 3).
|
|
|
|
| Setting | Required | What it does |
|
|
| --- | --- | --- |
|
|
| `CLIENT_ID`, `CLIENT_SECRET` | Yes | The Zoho Non-Browser Application credentials. |
|
|
| `TECHNICIAN_NAMES` | No | Comma-separated technician names, spelled as they appear in SDP. One table row per name. Leave it empty to include every technician. |
|
|
| `STATUS_NAMES` | No | Statuses that count as "closed" for the ding and the Closed today count. Everything else counts as open. Defaults to `Closed,Resolved,Canceled`. |
|
|
| `SITE_NAMES` | No | Only include requests from these sites (the region). Leave it empty for all sites. |
|
|
| `GROUP_NAMES` | No | Only include requests in these support groups, e.g. `Customer Support`. Leave it empty for all groups. |
|
|
| `UNASSIGNED_EXCLUDED_STATUSES` | No | Statuses the Unassigned requests counter leaves out. Defaults to `STATUS_NAMES`. |
|
|
| `WORKLOAD_MINUTES` | No | How often the status table and unassigned count refresh, in minutes. Defaults to 5. |
|
|
| `OWM_API_KEY`, `OWM_ZIP_CODE` | No | OpenWeatherMap key and zip code for the weather card. Leave either one empty to hide the card. A free key from <https://openweathermap.org/api> is enough. New keys can take a couple of hours to start working. |
|
|
|
|
Spaces around commas are fine in every list.
|
|
|
|
The central region settings currently in use:
|
|
|
|
```text
|
|
SITE_NAMES=Base Site,ASSIGN,CMCC,CMCC-Damariscotta,EMCC,KVCC,KVCC-Alfond,MCCS
|
|
GROUP_NAMES=Customer Support
|
|
UNASSIGNED_EXCLUDED_STATUSES=Canceled,Closed,Need Information,On Hold,Resolved
|
|
```
|
|
|
|
These match the "Central Region Unassigned" custom view in ManageEngine. The Unassigned requests count was checked against that view and matched.
|
|
|
|
### 3. Run it
|
|
|
|
```text
|
|
npm install
|
|
node src/server.js
|
|
```
|
|
|
|
Then open <http://localhost:3000>. Set `PORT` in `.env` to use a different port.
|
|
|
|
## Connecting to Zoho
|
|
|
|
The token is kept in memory only, so you connect each time the server starts.
|
|
|
|
1. Click **Connect**.
|
|
|
|
|
|
|
|
2. Once Zoho sends back a device code, the code and an **Open authorization page** button appear. The Zoho page opens in a new tab.
|
|
|
|
|
|
|
|
3. Check that the code matches, tick the box and click **Accept**, then close that tab.
|
|
|
|
|
|
|
|
4. Return to the dashboard tab. Zoho can't redirect back to a local app, but the dashboard checks the server every few seconds and goes live by itself once you approve.
|
|
|
|
## The dashboard
|
|
|
|
- **Stat tiles**: unassigned requests, total open requests, closed today, closed in the last hour, and the technician with the most open tickets.
|
|
- **Tickets by technician**: each technician's open tickets by status. **Total open** and **Closed today** come first, so they stay visible on narrow screens while the status columns scroll sideways. Darker cells mean more tickets. A row flashes when that technician closes a ticket.
|
|
- **Weather**: current conditions and a 5-day forecast for `OWM_ZIP_CODE`, refreshed every 10 minutes.
|
|
- **Recently closed**: the live closed-ticket feed, checked every minute. A ding plays for each new close. The sound is on by default, and the **Sound on close** toggle mutes it in that browser.
|
|
- **Refresh now** reruns every check immediately.
|
|
|
|
If a query fails, a red error box shows what SDP returned, and the other sections keep working. If the table ever shows **partial**, a query matched more tickets than it can page through (2,000). The server console then logs the details, including SDP's total count. A very large total usually means SDP ignored the search criteria.
|
|
|
|
### Unassigned verification list
|
|
|
|
`src/public/index.html` still has a hidden table listing every unassigned request by ID and subject. It was used to confirm the count matches the ManageEngine view. To show it again, set `SHOW_UNASSIGNED_LIST = true`.
|
|
|
|
## How it works
|
|
|
|
| File | Role |
|
|
| --- | --- |
|
|
| `src/server.js` | Reads `.env`, then starts Express and the services. |
|
|
| `src/auth.js` | Zoho device-code sign-in. |
|
|
| `src/boardService.js` | Holds the token and state, and runs the refresh timers. |
|
|
| `src/tickets.js` | SDP API queries for the closed feed, the status table, closed today and unassigned requests. |
|
|
| `src/weather.js` | OpenWeatherMap current weather and forecast, cached for 10 minutes. |
|
|
| `src/routes.js` | `/api/state`, `/api/connect`, `/api/check` and `/api/weather`. |
|
|
| `src/public/index.html` | The dashboard page. |
|
|
|
|
Every SDP query is limited to the configured sites, groups and technicians. Results are also re-checked locally, so a ticket from outside the region is never counted even if the API returns one.
|
|
|
|
## Requirements
|
|
|
|
Node.js 18 or newer. Dependencies are `axios`, `dotenv` and `express`, all installed by `npm install`.
|
|
|
|
## Reference materials (provided by Skylar)
|
|
|
|
- [Non-Browser Apps - Overview](https://www.zoho.com/accounts/protocol/oauth/limited-input-devices.html)
|
|
- [Non-Browser Apps - Initiation Request](https://www.zoho.com/accounts/protocol/oauth/devices/initiation-request.html)
|
|
- [Non-Browser Apps - Polling Request](https://www.zoho.com/accounts/protocol/oauth/devices/polling-request.html)
|
|
- [Get List Request](https://www.manageengine.com/products/service-desk/sdpod-v3-api/requests/request.html#get-list-request)
|
|
- [Input Data](https://www.manageengine.com/products/service-desk/sdpod-v3-api/getting-started/input-data.html)
|
|
- [Search Criteria](https://www.manageengine.com/products/service-desk/sdpod-v3-api/getting-started/search-criteria.html)
|
|
- [OpenWeatherMap Current Weather](https://openweathermap.org/current) and [5 Day Forecast](https://openweathermap.org/forecast5)
|