Creating an extended integration for Talkdesk users

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Get the information and insights that you need to reduce costs and the time that you spend on administration tasks such as:

• Configurable dashboards and list views of key user information
• Configurable reports to share information about users with your colleagues and management
• Configurable workflows for: 
  • Getting user and contact details
  • Getting app information, including app users, license information, app subscriptions, and much more.

Navigation

Setting your Talkdesk subdomain as a global variable

Adding the credentials

Creating the user integration

Creating custom mappings

Creating workflows

Creating user workflows with the API block

Talkdesk Get User Details

Talkdesk Get Contact List

Talkdesk Get Contacts

Talkdesk Get App Information

Talkdesk Get Installation Info

Talkdesk Get Users For Installation

Talkdesk Get Installation Subscription

Before you start

Best practice
For the integration with Oomnitza, create a dedicated user account.

Talkdesk Platform works with OAuth 2.0 which means you need to generate an OAuth client and then retrieve your access token.

Generating a new OAuth client

To create a new OAuth client you need to first follow the steps in the Talkdesk API documentation: Creating a New OAuth Client. 

1. Log in to the Talkdesk Access Builder.
2. In Builder>OAuth Clients click New OAuth client.
3. Enter the Client Name, and Grant Type information.
4. Supply the following redirect URL:

   https://generic-oauth2-proxy.oomnitza.com/oauth2/redirect_url 

5. Select your scopes from the list. For a complete list of scopes, refer to Talkdesk API documentation: Scopes. At the minimum, you need to select the following scopes:
   • users:read
   • contacts:read
   • apps:read
6. Click Create.
7. A prompt message will display the OAuth Client credentials. Download your client Details for use in Oomnitza.

Setting your Talkdesk Subdomain as a global variable

To save time when you create the integration, set your subdomain as a global variable:

1. From the menu, click Configuration > General > Global Settings.
2. Click Add new variable (+).
3. Add the Talkdesk.Subdomain variable and its value. The value is the name of your Talkdesk subdomain. If your Talkdesk URL ishttps://mycompany.talkdeskapp.comyour subdomain would be: mycompany.
4. Save your changes.

Adding the credentials

To stream Talkdesk user data into Oomnitza, complete the following steps:

1. In Oomnitza, click Configuration > Security > Credentials.
2. Click Add new credential (+).
3. Search for the integration, and then click the forward arrow > to select the integration. 
4. Enter your client credentials and any other additional information.
5. Click Authenticate. You are prompted to log in to authorize your request.
6. Click CREATE.

1. On the INFORMATION tab, complete these actions:
   1. Add the name of the credential.
   2. Add the name of the owner. 
2. Click the AUTHORIZATION tab.
3. Ensure that OAuth 2.0 is selected as the Authorization type.
4. Ensure that TalkDesk is selected from the SaaS list.
5. Enter the details referred to in the below table.
6. Click Authenticate.
7. Click Create. 

Field Name	Details
Grant Type	Enter client_credentials
Client Assertion Type	Enter the default value: urn:ietf:params:oauth:client-assertion-type:jwt-bearer
Scope	Enter the following space-separated list of scopes. At the minimum, you need to enter the following scopes: users:readcontacts:readapps:read.For a complete list of scopes, refer to TalkDesk API documentation: Scopes.
Client Assertion	Enter the Private Key you obtained when Generating a new OAuth client.

You use the credentials that you added to create and customize your TalkDesk integrations with Oomnitza.

Creating the user integration

1. In Oomnitza, click Configuration > Integrations > Overview.
2. Click Block view .
3. On the Integrations page, scroll down to the Extended section for user integrations.
4. Click NEW INTEGRATION.
5. In the sidebar, search for the integration.
6. Click ADD.

Integration details overview

More information is provided about the following fields to help you complete the integration:

• User only. Add user records.
• User plus SaaS user. Add user and SaaS user records. 

The benefit of adding SaaS user records is that you can run a workflow to validate the status and activity of SaaS users and retrieve information such as the role of the SaaS user. The information that can be retrieved depends on whether SaaS user workflows are available for the integration. 

Installation types

• Cloud. Store credentials in the Oomnitza cloud.
• Local. Store credentials locally. If you want to sync Oomnitza with vendor applications that require AWS or OAUTH authentication, select cloud as the type of installation. Local installations don't support AWS and OAuth authentication. 

Integration preferences

• Create & Update. Add and update records.
• Create only. Add records.
• Update only. Update records.

Editing the integration details

1. Click Edit .
2. Make your changes.

Editing the credential details

If you selected Cloud as the installation type, choose one of the following options:

• Select the credentials that were created for the integration.
• Edit the credentials that were created for the integration.
• Create new credentials

Scheduling the integration

By default, data is synced once every day. Change the interval or the time so that the data is streamed when your system isn't busy.

1. Click Edit .
2. Make and save your changes.

Mapping fields to Oomnitza

To map the fields to Oomnitza, click Edit .

  Selecting Edit integration to add rules for syncing data. Filtering integration results.  
 

You can add new fields to your integration by selecting Add new field   on the mapping page. 
Creating custom API fields. 

Creating custom mappings

Map the TalkDesk fields to Oomnitza fields and create custom mappings to get the user information that you need.

Complete these actions:

1. Click Smart Mapping to automatically detect appropriate mapping fields. Values from the integration can also be dragged to the appropriate field on the Oomnitza side, or selected from the integration field dropdown.
2. Create a custom mappings to map the TalkDesk User Id to Oomnitza. 
   1. Click the down arrow on the Id field.
   2. Select Add new Oomnitza users field.
   3. Change the name of the field to TalkDesk User Id.
   4. Select the Unique checkbox.
   5. Click CREATE. 
3. Ensure that the User Name is mapped to the
   1. Username field on the Oomnitza side (required for integration).
   2. Email field on the Oomnitza side (required for integration).
4. Select the Role field on the Oomnitza mapping side.
5. Choose a suitable role from the list (a defined role is necessary for the integration)
6. Assign a sync key to a unique field, such as the Email.
7. Click UPDATE.

Standard TalkDesk to Oomnitza mappings

The following TalkDesk fields can be mapped to Oomnitza:

Connector Sync Time
Cost Center
Employee Number
External ID
Full Name
Id
Last Name
Manager ID
Time Zone
User Name

Launching the integration

Your integration is in Draft mode until the required mandatory fields are added. When added, click Launch to activate your integration. 

If you selected Cloud as the installation type when creating the integration, see Running an extended integration

If you selected Local as the installation type when creating the integration, see Running an extended integration locally.

Viewing data ingested by Oomnitza

Viewing ingested asset data

For asset integrations, click Hardware. If the asset integration also ingests software data, click Software.

Viewing ingested user data

For user integrations, click People. If you chose the option to ingest User and SaaS user data, click Software > SaaS, click the SaaS app, and then click the Users tab. 

Related Links

• Running an extended integration
• Troubleshooting integrations
• Mapping extended integrations

Creating workflows

Creating user workflows with the API block

To reduce your workload and automate complex and repetitive tasks, you can create user workflows with the API block by following the steps in Using the API block. Edit an API block, then search and select a preset from the list below: 

TalkDesk Get User Details
TalkDesk Get Contact List
TalkDesk Get Contact
TalkDesk Get App Information
TalkDesk Get Installation Info
TalkDesk Get Users For Installation
TalkDesk Get Installation Subscription

When you select a TalkDesk preset, you must ensure that you supply your TalkDesk Credentials that you created in Adding the credentials.

Using the TalkDesk Get User Details preset

The TalkDesk Get User preset shows the details of a user, by ID. When working with this preset, use the Advanced Mode to configure the message payload. 

1. Click the Advanced Mode button located in the upper right of the window.
2. Select the Information tab. The TalkDesk user id is assumed to be stored in the variable{{talkdesk_user_id}} that you created in Creating custom mappings. If this is not correct, you can replace the variable {{talkdesk_user_id}}in the URL field with the correct variable or user id. 
   
3. Select the Response tab. You can map the entire response by placing {{response}} in the Response field and mapping it to a custom long text Oomnitza field, such as API Response. Once you have the entire response, you should then map individual JSON values to custom fields, as per the example below.

For further information, and for an overview of the values returned in the Get User Details response, refer to the TalkDesk API documentation: User Details.

Using the TalkDesk Get Contact List preset

The TalkDesk Get Contact List preset gets a list of contacts.

When working with this preset, use the Advanced Mode to configure the message payload. 

1. Click the Advanced Mode button located in the upper right of the window.
2. Select the Information tab. You can add filters in your URL query, for example: contacts?ids=&name=Daniel%20Craig by following the steps in TalkDesk API documentation: Contacts list.
   
3. Select the Response tab. You can map the entire response by placing {{response}}in the Response field and mapping it to a custom long text Oomnitza field, such as API Response. Once you have the entire response, you should then map individual JSON values to custom fields, as per the example below.

Refer to the TalkDesk API documentation: Contacts list for further information.

Using the TalkDesk Get Contact preset

The TalkDesk Get Contact preset gets a contact, by ID.

Tip
You can use the TalkDesk Get Contact List preset to first get the {{contact_id}} required for the Get Contact preset. Use the Advanced Mode to map the API response to custom Oomnitza fields, by following the steps in the TalkDesk Get Contact List preset.

Refer to the TalkDesk API documentation: Contact by ID for further information.

Using the TalkDesk Get App Information preset

The TalkDesk Get App Information preset gets app information, by ID.

Use the Advanced Mode to configure the message payload. 

1. Click the Advanced Mode button located in the upper right of the window.
2. Select the Information tab. You will need to supply the app id provided in the app registration step to run this preset.
   
3. Select the Response tab. You can map the entire response by placing {{response}}in the Response field and mapping it to a custom long text Oomnitza field, such as API Response. The response should return all of the app information, including the scopes, assets and subscription types. Once you have the entire response, you should then map individual JSON values, such as {{response['subscription_types'][0].type]}} to custom fields.

Refer to the TalkDesk API documentation: App Information for further information.

Using the TalkDesk Get Installation Information preset

The TalkDesk Get Installation Information preset gets the installation information of a specific app. This information includes the total number of licences.

Use the Advanced Mode to configure the message payload. 

1. Click the Advanced Mode button located in the upper right of the window.
2. Select the Information tab. You will need to supply the app id as well as the installation id for a specific account to run this preset.
   
3. Select the Response tab. You can map the entire response by placing {{response}}in the Response field and mapping it to a custom long text Oomnitza field, such as API Response. The response should return all of the app information, including the scopes, assets and subscription types. Once you have the entire response, you should then map individual JSON values, such as {{response.total_licenses}} to custom fields.

Refer to the TalkDesk API documentation: Installation Information for further information.

Using the TalkDesk Get Users for an Installation preset

The TalkDesk Get Users for an Installation preset gets a list of users who installed an app. You will need to supply the app id as well as the installation id for a specific account to run this preset. Use the Advanced Mode to map the API response to custom Oomnitza fields, by following the steps in the TalkDesk Get Installation Information preset.

Refer to the TalkDesk API documentation: Users for an Installation for further information.

Using the TalkDesk Get Installation Subscription preset

The TalkDesk Get Installation Subscription preset gets the subscription information of an app. You will need to supply the app id as well as the installation id for a specific account to run this preset. Use the Advanced Mode to map the API response to custom Oomnitza fields, by following the steps in the TalkDesk Get Installation Information preset.

Refer to the TalkDesk API documentation: Installation Subscription for further information.

Reference articles for workflows

• Mapping positive and negative responses
• Troubleshooting workflows 
• Using the API block

Unleash the power of Oomnitza

To get valuable actionable insights that help you manage your users, learn how to:

• Configure dashboards for your users and software
• Configure custom reports about your users and software
• Create workflows to automate tasks

See  Getting started for more information.