Project Case Study

Manage Engine API Automation

A PowerShell REST automation script that escalated local tickets into regional ManageEngine tickets, synchronized metadata, handled attachments, and reported failures back into the source ticket.

Year
2023
Role
Automation Developer
Status
Production Automation
Stack
PowerShell, REST API, Service Desk Automation, Systems Integration
Project Page GitHub

Problem

Support teams were handling ticket escalation steps that could be automated more reliably at the system level.

Solution

The LocalToRegional.ps1 script interacted with the ManageEngine API to create regional tickets from local ones, then updated the original local ticket with the corresponding regional information.

The README adds several important operational details:

  • attached files such as images, recordings, and documents were downloaded, re-encoded locally, and re-uploaded into the destination ticket
  • ticket descriptions required data cleaning because HTML email formatting and mobile-generated messages produced inconsistent markup
  • when the workflow failed, the script wrote a note back to the ticket so staff knew manual creation was required

Deployment

The script was hosted on a server and triggered automatically so the workflow could run with minimal manual intervention. According to the repo README, it was used successfully over 500 times in a single month, which makes it one of the clearest examples in the portfolio of automation generating real operational savings.