Adding Oomnitza assets to a Zendesk ticket

Oomnitza assets that are associated with a Zendesk ticket are displayed in the Oomnitza widget in Zendesk.

Accessing the Oomnitza widget

1. Navigate to a ticket in Zendesk
2. Click the Apps section on the right.
3. If you have an active Oomnitza session open in your browser, you'll be automatically logged in. Otherwise, click Log in

Viewing all assets tied to the issue reporter

Go to a ticket in Zendesk. The list of Oomnitza assets associated with the incident reporter is displayed in the Oomnitza Data Panel on the right.

You can use the search to filter assets assigned to the user. 

Adding an Oomnitza asset to a ticket manually

1. Search for the asset in the search bar. Hover on the asset and select the paperclip icon. This will link the asset to the incident. You can hover on the asset and select the paperclip again to detach it from an incident.  
2. To view the asset details, click View in Oomnitza.

Tip
To change the fields that are displayed when you view an asset, go back to the integration in Oomnitza and update the field settings.

Edit an Oomnitza asset from Zendesk

Prerequisites: To update an Oomnitza field in Zendesk, it must be set as editable. You may need to go back to the integration in Oomnitza and update the field settings.

From the Oomnitza Data Panel, select the asset you wish to change.

• In the Oomnitza Data Panel, pick the asset you want to edit.
• For text fields, enter the new data and click outside the textbox to save.
• For dropdowns, scroll and pick the desired value.

Your changes will be reflected in both Zendesk and Oomnitza.

Adding an Oomnitza asset to a ticket using the '@' sign

Within Zendesk users can simply tag assets to tickets by typing in an “@” sign. For this to work, you must first ensure that your mapping is configured correctly. You may need to redo the mapping when you created a service desk integration.

 Let's say you want to pull assets using the asset barcode:

1. When creating the Zendesk integration in Oomnitza, in the Mappings section, map the Extracted references (e.g. @12345) Zendesk field to the Oomnitza Barcode field.
   
2. Finish and save your integration.
3. Log in to your Zendesk account.
4. Find the ticket or create a new one.
5. Enter the barcode of the asset such as @1234567 in the ticket description or in the comment and save.
6. Now, the asset with barcode @1234567 should appear in the Oomnitza app section on the right.

Tip
Use Oomnitza fields with unique values (for example Barcode) to avoid attaching multiple assets at a time.