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siam_zendesk

SIAM Zendesk

Zendesk Configuration

Create a ServiceNowId Field

First click on the “Admin” gear button on the left side. Then find the “Ticket Fields” section and click the “Add Field” button to create a new text field.

Creating a Webhook

First click on the “Admin” gear button on the left side. Then find the “Extensions” section and click the “add target” link. You will need to find the “HTTP Target” button.

Here is how to fill out the form:

Title : Perspectium CreateIncident Webhook

URL : <perspectium-server>/siam/CreateIncident?instance=<ServiceNow-Instance>&provider=zendesk

Method : POST

Content type : JSON

Basic Authentication : Enabled = true (add user and password provided)

Next find the “Triggers” section and click the “Add trigger” button. Here is how to fill out the form:

Trigger name : Perspectium INSERTs ServiceNow Webhook

Conditions :

Meet ALL of the following conditions: Update Via is not Web service

Meet ANY of the following conditions: Ticket is Created

Action : Notify Target <Extension name from above> The JSON body will look something like this:

{
  "request": {
    "requester": "{{ticket.assignee.name}}",
    "id" : "{{ticket.id}}",
    "subject": "{{ticket.title}}",
    "type" : "incident",
    "ServiceNowId" : "{{ticket.ticket_field_<ServiceNow Id field number from above>}}",
    "comment": "{{ticket.latest_comment}}",
	"attachments" : {
		"filename" : "{{ticket.latest_comment.attachments.attachment.filename}}",
		"data" : "{{ticket.latest_comment.attachments.attachment.url}}"
		}
	}
}

Enable Zendesk API

Click the API link under the Channels section and enable Password Access like the picture below.

siam_zendesk.txt · Last modified: 2018/06/22 15:22 by josephm