This guide will walk you through connecting your ManageEngine Service Desk Plus (SDP) account to Traceless. Once integrated, you'll be able to send identity verification requests to your customers and teammates directly with Service Desk Plus, and securely transmit data and files.
Prerequisites
Before you begin, make sure you have:
An active Traceless account with organization administrator permissions
An active ManageEngine Service Desk Plus On-Demand account with administrative access
Your ManageEngine domain (the full hostname of your SDP instance, e.g.
sdpondemand.manageengine.comor your organization’s custom domain)
Step 1: Enter Your ManageEngine details
Log in to your Traceless account
Navigate to https://traceless.io/manage_engine/connect/
Enter your ManageEngine Service Desk Plus domain in the text field
The form shows a hint: "ie: sdpondemand.manageengine.com"
Use the exact hostname you use to access Service Desk Plus in the browser
Step 2: Initiate the Connection
Click the "Connect to Manage Engine" button
You'll be automatically redirected to ManageEngine’s OAuth authorization page
Step 3: Authorize the Connection in ManageEngine
You'll see a ManageEngine page asking you to authorize Traceless to access your Service Desk Plus account
Review the permissions being requested (e.g. access to requests and users as required for the integration)
Click "Allow" or "Authorize" to grant Traceless access to your ManageEngine tenant
Step 4: Complete the Integration
After authorizing, ManageEngine will redirect you back to Traceless
Traceless will complete the integration automatically:
Validate the authorization response
Exchange the authorization code for secure access and refresh tokens
Store your connection credentials securely
Link your Traceless organization to your ManageEngine tenant (by domain)
Step 5: Confirmation
You'll be redirected to a completion page (e.g. "Thank you for choosing Traceless")
The integration is now complete and ready to use
Using the Integration
Once integrated, you can:
Send identity verification requests through Service Desk Plus requests
Send and receive sensitive data and files, without leaving data at rest in Man
Troubleshooting
"Invalid State" Error
If you see this error, the connection process was interrupted or the session expired. Start over from Step 1 and complete the flow without closing the browser or logging out.
"Could not establish connection with Manage Engine" Error
This usually means:
Your ManageEngine domain was entered incorrectly (check for typos, no
https://)There was a network issue during the connection
Your ManageEngine account doesn’t have the required permissions, or the OAuth app (client) isn’t configured correctly for your instance
The authorization was denied or the authorization code expired
Solution: Double-check your domain (e.g. sdpondemand.manageengine.com) and try again. If the problem persists, contact support at hello@traceless.com.
"Already integrated" / Already Connected
If you see a message that your account is already connected, your organization has already linked ManageEngine. You can manage or remove the existing connection from Organization → Integrations (or Manage Your Integrations).
Additional Resources
Setup Instructions: Use the "Setup Instructions" link on the connection page for detailed technical or in-product steps
Support: If you need help, visit the Traceless Knowledge Base or contact hello@traceless.com
Security Notes
The integration uses OAuth 2.0 (authorization code with refresh token)
Credentials are stored securely and used only to call the ManageEngine API on your behalf
Access tokens are refreshed automatically when needed
You can remove the integration at any time from your organization integrations settings
Removing the Integration
If you need to disconnect ManageEngine Service Desk Plus from Traceless:
Go to Organization → Integrations (or Manage Your Integrations from the settings page)
Find the Manage Engine connection
Delete that integration
Confirm the removal
This will remove the stored connection and disconnect the accounts.
Note: You must be an organization administrator in Traceless to connect or disconnect integrations. If you don’t have these permissions, contact your organization administrator.