ManageEngine with
Comarch ERP in Poland

Why ManageEngine + Comarch must be integrated

Comarch ERP holds the "source of truth" for the organization: who works in which unit, what the cost centers are, which assets belong to which department, and how much they are worth. ManageEngine ServiceDesk Plus needs the same facts to:

• Assign incidents to the right OU (Organizational Unit) - when an employee from the Logistics department reports an issue, the system must know they work there and route the ticket to the logistics team, not to general IT
• Allocate costs to the right cost center - the audit must show that support for Production Hall C5 went to CC 4521 (production), not CC 1200 (IT)
• Find a new employee at account setup - HR creates the employee in Comarch, ManageEngine must know they need email, VPN, and accounts in the relevant systems
• Track assets precisely - when IT assigns a new laptop to an employee, the inventory numbers must match between the Comarch and ManageEngine CMDBs

Without synchronization, data drifts within weeks. An employee moves to another department in Comarch but still sits in the old one in ManageEngine. A laptop changes owner in Comarch, but the helpdesk still has the old owner. The cost of drift (wrong allocations, an hour spent searching for an employee) exceeds the cost of integration many times over.

What the integration synchronizes

Architecture - API, webhooks, batch sync

The integration can run three ways, depending on Comarch ERP capabilities and real-time requirements.

Option 1: Batch synchronization (REST API) - most common

Schedule: every 4 hours, a script pulls data from the Comarch API and pushes to the ManageEngine API. Simple to deploy, no dependencies, 4h delay acceptable for most cases. Implementation: Python/Node.js script, cron job on a server.

Option 2: Event-based (webhooks) - real-time but harder

Comarch sends a webhook event when: new employee, data change, deletion. ManageEngine reacts immediately. Requires: Comarch API with webhook support (only ERP XL), a webhook receiver on the ManageEngine side. Delay: under 1 minute. Risk: if a webhook fails, data can silently drift.

Option 3: Direct database read - last resort

Comarch database accessed directly (older versions without API). The script reads the users table directly and synchronizes. Risk: direct access to the production Comarch database is heavy, and if the schema changes during a Comarch upgrade, the script breaks. Not recommended, only when Comarch has no API.

Rotech Group recommendation: Batch sync (option 1) - simplest to maintain, fast enough (4h), no risk of webhook timeouts. If real-time is required (for example, provisioning), use a hybrid: batch every 4h + event-based for new employees only.

3-5 day implementation timeline

• Day 1: Data audit and API analysis

  The partner records access to the Comarch API, reviews documentation, tests endpoints against a test environment. Does the API return the org structure? Is there change history? Is there a backup strategy?

• Day 2-3: Field mapping and prototype

  Mapping: which Comarch field (e.g. "employee_code") maps to which ManageEngine field (e.g. "employee_id"). Prototype synchronization on test data. Verification: someone changes data in Comarch - does the sync apply the change correctly?

• Day 4-5: Deployment, production testing, go-live

  Deploy the script to the production server, configure cron, run the first full sync with real data (no cleanup). Monitoring: is the sync running cleanly? Any errors? Go-live at 22:00 before users come back. Next day: monitoring from 8:00 to 16:00.

Limits - Comarch XL vs Optima vs no API

Three typical implementation scenarios

Below are three example scenarios showing how integration unfolds by Comarch ERP version. These are illustrations of typical situations, not descriptions of specific customers.

Illustrative scenario 1: mid-size factory on Comarch ERP XL

Comarch ERP XL exposes a full REST API. In this case the integration typically covers user, cost center, and asset synchronization in batch mode (e.g. every 4 hours). The main benefit is accurate IT cost auditing - the controller sees at month-end how much support each department cost, without manually maintaining spreadsheets.

Illustrative scenario 2: distributor on Comarch Optima

Comarch Optima targets the SMB segment with a simpler data structure. When the integration scope is small, a nightly CSV export-and-import via ManageEngine is often sufficient. A delay of around 12 hours is acceptable. A side benefit is automatic new-employee provisioning - instead of creating a helpdesk account manually, the system creates an onboarding ticket.

Illustrative scenario 3: older Comarch version with no public API

Older Comarch ERP versions may not expose a documented API. Two paths are typical: an export to CSV from a script on the Comarch side, or an ERP upgrade to a version with full REST API. CSV export is cheaper and faster to launch but limited - mainly de-duplication of data. An ERP upgrade unlocks faster two-way synchronization.

Troubleshooting - what goes wrong

• Duplicate requesters in ManageEngine

  The employee already exists in ManageEngine, and the Comarch API returns them again. Fix: unique key mapping (e.g. Comarch employee_id as a custom field in ManageEngine), duplicate check before POST.

• Sync did not run at 2 AM

  The cron job did not fire. Possible causes: no access to the Comarch network (firewall), timeout (slow API), stale credentials. Fix: monitoring alerts (Slack ping on sync failure), retry logic, extended timeouts.

• Field changed in Comarch but not updated in ManageEngine

  Batch sync only updates existing records, it does not delete. Data in Comarch changed (email), but the old email remains in ManageEngine. Fix: upsert logic (update if exists, insert if not, but always pull the latest state).

• Employee removed from Comarch but still active in ManageEngine

  The sync only adds/changes, it does not delete (safety first). Fix: a separate sync for removals, disable rather than delete (keeps history), and a weekly review report.

Summary and checklist

Checklist before deploying the ManageEngine + Comarch integration:

• Check the Comarch version: XL, Optima, or older? Is the API available?
• API access: can IT/Admins provide access to the Comarch API? Are credentials available?
• Documentation: do we have the Comarch API documentation? If not, contact the Comarch partner
• Test data: can we deploy to a test environment before production?
• Timeline: do we know the implementation time (3-10 days depending on version)?
• Schedule: is batch sync every 4h enough, or is real-time required?
• Monitoring: sync monitoring plan - for example, a daily report to Slack
• Rollback: do we know how to roll back if something goes wrong?

FAQ - common integration questions