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. From Oomnitza you can search for a linked device and extract a list of Zendesk tickets associated with the device.

Key features of the Oomnitza integration for desk agents include:

• Immediate 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

Creating the Service Desk integration

Install the Oomnitza app in Zendesk Marketplace

Before you start

Add a global setting

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

Generate a Zendesk API token

Generate an API token in Zendesk for the Oomnitza integration. To complete these steps, you must have an administrator account.

To generate an API token, complete the following steps:

1. Log in to your Zendesk account. 
2. Go to Admin Center>Apps and integrations>Zendesk API
3. In the Settings tab, click Add API token. Make sure to copy and store your API token.

Creating the Service Desk integration

1. In Oomnitza, click Configuration > Integrations and click Block view
2. On the Integrations page, scroll down to the Service Desk Integrations.
3. Click the Zendesk tile.
4. Click Next.
5. Enter your Zendesk subdomain, username, and API token.
6. Click Connect.
7. Select the desired mappings. We recommend mapping the Requestor field to the Oomnitza Assigned To field.
8. Click Next.
9. 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 as appropriate. To verify, click Configuration > Data Model > Field Configuration, and click the field.  See Creating Custom Fields in Oomnitza.
10. 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, for example: https://mycompany.oomnitza.com. 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