Creating a service desk integration for Zendesk assets

The Oomnitza plug-in for Zendesk embeds your Oomnitza-linked devices in the Zendesk ticket view and provides a link back to the full record in Oomnitza. In Oomnitza you can search for a linked device and extract a list of Zendesk tickets associated with the device.

Important
OAUTH 2.0 authentication is required for new Zendesk integrations. And, if you edit an existing integration for Zendesk, you must authenticate using OAUTH 2.0 credentials. See Creating OAUTH credentials.  Existing integrations that use API tokens will continue to work until edited.

Key features of the Oomnitza integration for desk agents include:

• Visibility of assets linked to the ticket reporter.
• Link assets effortlessly to any Zendesk ticket.
• Edit asset details right within Zendesk.
• Gain immediate visibility of Zendesk tickets connected to an asset from within your Oomnitza interface.

Setting up this integration requires an installation on the Zendesk end and an installation on the Oomnitza end to allow for the systems to communicate. 

Navigation

Before you start

Specifying trusted domains

Creating the Service Desk integration

Install the Oomnitza app in Zendesk Marketplace

Before you start

Specifying trusted domains

Use the global setting in your instance to ensure secure Cross-Origin Resource Sharing (CORS). See Enhanced CORS Policy for Service Desk integrations.

Creating OAUTH credentials

To add your credentials to Oomnitza, you must complete the following actions in Zendesk:

• Generate a client ID and secret
• Specify the scope to control the app's access to the Zendesk resource

Important
The Client Kind must be set to Confidential to allow Oomnitza to connect with Zendesk and the scope must be set to  read write.

Before you start, review the following Zendesk article: Using OAUTH authentication with your application.

1. Log into the Admin Center.
2. Click  Apps and integrations in the sidebar, then select APIs > OAuth clients.

Note
The redirect URL for Oomnitza is: https://generic-oauth2-proxy.oomnitza.com/oauth2/redirect_url  

Creating the Service Desk integration

Adding credentials to Oomnitza

1. Click Configuration > Security > Credentials.
2. Click Add .
3. Click Advanced mode.
4. On the INFORMATION tab:
   1. Type the name of the credentials.
   2. Select the owner of the credentials.
5. Click the AUTHORIZATION tab.
6. From the Authentication type list, select OAUTH 2.0.
7. As Software SaaS, select Zendesk.
8. Enter the following information:
   1. Subdomain
   2. Client ID and secret
   3. Scope
9. Click Authenticate.
10. Save your changes.

Adding the integration 

1. In Oomnitza, click Configuration > Integrations. 
2. Click Block view .
3. On the Integrations page, scroll down to the Service Desk Integrations.
4. Click the Zendesk tile.
5. Click the Connect tab.
6. Enter your Zendesk subdomain.
7. Select the OAUTH credentials that you created.
8. Click Connect.
9. Map the fields. Map the Requestor field to the Oomnitza Assigned To field.
10. Click Next.
11. Choose the fields that you want to display in the Oomnitza tab in Zendesk. Ensure that the fields you select are editable or read-only. To verify, click Configuration > Data Model > Field Configuration, and click the field.  See Creating Custom Fields in Oomnitza.
12. Click Finish. 

Install the Oomnitza app in Zendesk Marketplace

1. Log in to your Zendesk account. 
2. Go to Admin Center>Apps and integrations>Zendesk Support apps>Marketplace
3. Search for the Oomnitza Enterprise Technology Management app.
4. Click Install and select your Zendesk account. 
5. Click Install. The app is added to your Zendesk instance.
6. Enter your Oomnitza URL such as: https://mycompany.oomnitza.com.
   Important
   If you copy and paste the URL, ensure that you omit the trailing forward slash (/) at the end of the URL. If you enter, for example, https://mycompany.oomnitza.com/, the installation of the plugin will fail. You can define user access to the app in your Zendesk instance.
7. Click Install.

Result 
The plugin should now be displayed in Admin Center>Apps and integrations>Zendesk Support apps> My Apps

Next steps

For information on adding tickets to assets in Oomnitza or adding assets to tickets in Zendesk, click on the following links.

• Adding Oomnitza assets to a Zendesk ticket
• Adding Zendesk tickets to an Oomnitza asset