Package for Zendesk User Load

The Zendesk User Load package includes the following components:

Integration: This integration enables the loading of users from Zendesk into Oomnitza. When you execute the integration, the users are imported and can be found on the People page as well as in the Users page in Software > SaaS > Zendesk.
Workflow: The workflow retrieves the Zendesk user's role and last activity displays it in the Users page in Software > SaaS > Zendesk

Applying the package

To apply the package, complete the following steps:

Go to Configuration > Store
Locate your package and click Apply
Click Apply again to complete applying the package

Result:
Your package is added to the list in Configuration > Migrations > Packages

Package contents

The following items are in the package:

Integration
- Zendesk SaaS Users Load
Global setting
- Zendesk.Subdomain
Credentials
- Zendesk User
Workflow
- Zendesk SaaS Users Role

Migrating the package from development to production

If you have a development and production instance, you can migrate the package contents to your production instance by following the steps below. If you have a stand-alone instance, proceed to Configuring the package.

To migrate your package from development to production, complete the steps below.

Submit a request to Oomnitza Support to enable the migration from the development instance
Ensure that the development and the production instances are identical
Create an API key for the migration in your production instance
Add the production instance and the credential name as global settings in the development instance
Ensure that the development and production instances have the same version
Disable configuration changes in the production instance

Refer to Planning the migration for detailed steps.

Performing the migration

To perform the migration from development to production, complete the following steps:

In the development instance, click Configuration > Migrations > Migrate.
Click PERFORM MIGRATION.
As migration type, select Package.
Select the package.
Click NEXT and then click MIGRATE.

Tip
If your migration fails due to missing package contents, such as a Data model field or saved search, migrate the object as a standalone object and then attempt the migration again.

Configuring the package

Find your package in Configuration > Migrations > Packages and click View in the Migrations tab to update the following details:

Credentials

When you add your authentication credentials to Oomnitza, your Username should be your Zendesk email connected to the word token separated with a "/". It will look like this: username@address.com/token. Your Password should be your API Key.

For information on how to retrieve your API key, refer to Adding your Zendesk credentials to Oomnitza

Global Setting

Edit the global setting Zendesk.Subdomain and enter your subdomain address. Let's say your Zendesk URL is https://mycompany.zendesk.com, you enter mycompany.

Integration

You must update the integration details sections.

In the Integration details section, you might want to change the value selected for Integration preferences. If this is the first time that you have run the integration, select Create & Update. And, don't forget that you can add rules to exclude the user records that you don't want to monitor such as system users and bots. Just click Edit Integration in the Mapping details section and add your rules.

Activate workflows

By default, the workflows in Oomnitza are switched off. To activate the workflow, complete these actions:

From the menu, click Configuration > Workflows and select the workflow from the list.
Switch the workflow to Active

Add fields to the People view

New fields that are ingested by Oomnitza may not be automatically listed on the People page.

Add new fields

Click People.
Click Add.
Click Configure the view .
Click + Add Fields.
Select the fields that you want to add and click ADD.
Click List View Configs.
Select the fields.

Tip
If you want to add multiple new fields that are related, create a group in screen builder and add the fields to the group. For further information see Creating Field Groups.

For information on how to add your credentials to Oomnitza, and run the integration and workflows see Zendesk

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