Zendesk - Create Ticket
  • 09 Jan 2023
  • 2 Minutes to read
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Zendesk - Create Ticket

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Zendesk - Create Ticket creates a ticket in Zendesk for all entities retrieved from the saved query supplied as a trigger (or from the entities selected in the asset table).

See Creating Enforcement Sets to learn more about adding Enforcement Actions to Enforcement Sets.

General Settings

  • Enforcement Set name (required) - The name of the Enforcement Set. A default value is added by Axonious. You can change the name according to your needs.
  • Add description (optional) - Click to add a description of the Enforcement Set. It is recommended to describe what the Enforcement Set does.
  • Run action on assets matching following query (required) - Select an asset category and a query. The Enforcement Action will be run on the assets that match the query parameters.
  • Action name - The name of the Main action. A default value is added by Axonious. You can change the name according to your needs.
  • Configure Action Conditions - Toggle on to enter a condition statement. See Configuring Enforcement Action Conditions to learn more about condition statement syntax.

Connection Settings

Click to view Connection Settings
  1. Zendesk domain (required) - Provide credentials to connect Zendesk: domain, user email and password.
  2. User Name Email (required) - Enter the email address for the user account.
  3. Password (required) - Input the API key.
Note - ZenDesk MFA

The ZenDesk API does not support MFA or SAML; an API token is required when using either of these:

  • User Name Email - Add the /token to the end of the account.
  • Password
  1. Verify SSL (optional) - Select whether to verify the SSL certificate of the server against the CA database inside of Axonius.  For more details, see  SSL Trust & CA Settings.

  2. HTTPS proxy (optional, default: empty) - A proxy to use when connecting to the value supplied in Zendesk domain.
    • If supplied, Axonius will utilize the proxy when connecting to the value supplied in Zendesk domain.
    • If not supplied, Axonius will connect directly to the value supplied in Zendesk domain.

Action Settings

Click to view Action Settings
  1. Ticket subject (required) - Provide the ticket subject.

  2. Ticket body (required) - Provide the ticket body.

  3. Add default incident description (optional) - Includes the default incident description in the end of the ticket body. The incident description message includes the Enforcement Set name, the triggering query, the condition for executing the Enforcement, if such exists, and number of current and previous results.

    Message example:

    _Alert - "test" for the following query has been triggered: Missing Sophos_
    
    _Alert Details_
    _The alert was triggered because: The number of entities is above 0
    The number of devices returned by the query:4
    The previous number of devices was:4_
    
    _You can view the query and its results here: https://demo-   latest.axonius.com/devices?view=Missing Sophos_
    
  4. Priority (required, default: Normal) - Select the ticket priority: Low, Normal, High, Urgent.

  5. Create ticket even if no new entities were added (optional, default: True) -

    • If True, a ticket will be generated even if no new assets were added to the query.
    • If False, a ticket will not be generated if no new assets were added to the query.
  6. Attach a CSV file with the affected entities - Attach a CSV file containing the results of the query.


For more details about other Enforcement Actions available, see Action Library.


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