Use Case

Learn more about the integration template's use case.

  • Collect events from OBM to create tickets in Zendesk
  • Synchronize any updates to either OBM events or Zendesk tickets, like title, description, urgency, comments, etc. to the other system
  • Supported forwarding information for the OBM event

Requirements

Learn more about the integration template's requirements.

Product Requirements

Learn more about the integration's requirements.


OBMZendesk

Authentication

  • The auto-generated username and password from the OBM connected server

  • Username and Password
  • API Token
  • OAuth

Permissions

  • Enabled "Synchronize and transfer control" option
  • Advisor Role

Network Requirements

Learn more about the network's requirements.


Workflow Direction (Port)
Communication
  • OBM → ZigiOps (9090)
  • ZigiOps → Zendesk (80/443)
  • ZigiOps → OBM (80/443)

Setup

Learn more about how to set up the integration template.

  1. Access the platform's web console.
  2. Go to the Configurator menu.
  3. Load the OBM -> Zendesk Ticket integration template.
  4. Select the Integrated Systems and the Integrated Entities from the drop-down menus.
  5. Press the Save button to save the changes.
  6. Enable the integration from the Slider button.

Actions

Learn more about the integration template's actions.

Test Connection

This operation registers a web service listener on the ZigiOps host, which listens on a specific port and path. It is designed to accept the "Test Connection" requests sent by the OBM connected server and respond accordingly.

Source

You could customize the trigger type, trigger conditions, and expressions or use the defaults from this tab.

Create Ticket

This operation registers a web service listener on the ZigiOps host, which listens on a specific port and path. It is designed to accept the incoming requests sent by the OBM connected server and respond accordingly. When a new event is transferred, the OBM connected server sends a request to the ZigiOps listener. The ZigiOps accepts the request, then it is internally processed through the field mapping configuration, and finally, a request is sent to Zendesk to create a new ticket.

Source

You could customize the trigger type, trigger conditions, and expressions or use the defaults from this tab.

Field Map

From this tab, you could customize the field, value, and conditional mappings, which suit your requirements.

Update Ticket

This operation registers a web service listener on the ZigiOps host, which listens on a specific port and path. It is designed to accept the incoming requests sent by the OBM connected server and respond accordingly. When an already transferred event is updated, the OBM connected server sends a request to the ZigiOps listener. The ZigiOps accepts the request, then it is internally processed through the field mapping configuration, and finally, a request is sent to Zendesk to update the corresponding ticket.

Source

You could customize the trigger type, trigger conditions, and expressions or use the defaults from this tab.

Field Map

From this tab, you could customize the field, value, and conditional mappings, which suit your requirements.

Fetch Ticket

This operation registers a web service listener on the ZigiOps host, which listens on a specific port and path. It is designed to accept the incoming requests sent by the OBM connected server and respond accordingly. When you click on the Forwarding tab of a transferred OBM event, the OBM connected server sends a request to the ZigiOps listener. The ZigiOps accepts the request; then, it is internally processed through the field mapping configuration. Finally, a request is sent to Zendesk to retrieve information from the corresponding Zendesk ticket, displayed directly in the event.

Source

You could customize the trigger type, trigger conditions, and expressions or use the defaults from this tab.

Field Map

From this tab, you could customize the field, value, and conditional mappings, which suit your requirements.

Backsync Event

This operation polls the data via the Zendesk API. It is designed to detect any changes to the tickets created by the integration and synchronize them with the corresponding OBM event, as per the mapping, configured on the ZigiOps side.

Source

You could customize the trigger type, trigger conditions, and expressions or use the defaults from this tab.

Field Map

From this tab, you could customize the field, value, and conditional mappings, which suit your requirements.