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Zendesk - Create Ticket
- 15 Jul 2024
- 4 Minutes to read
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Zendesk - Create Ticket
- Updated on 15 Jul 2024
- 4 Minutes to read
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- DarkLight
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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 Axonius. You can change the name according to your needs.
- Add description - 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.
- A query only returns results for the asset type it was created for.
- Not all asset categories are supported for all Enforcement Actions.
- See Actions supported for Activity Logs, Adapters Fetch History, and Asset Investigation modules.
- See Actions supported for Vulnerabilities.
- See Actions supported for Software.
- Action name (required) - The name of the Main action. A default value is added by Axonius. You can change the name according to your needs.
- Configure Dynamic Values - Toggle on to enter a Dynamic Value statement. See Creating Enforcement Action Dynamic Value Statements to learn more about Dynamic Value statement syntax.
- Use stored credentials from Zendesk adapter - Select this option to use the Zendesk connected adapter credentials.
- When you select this option, the Select Adapter Connection dropdown is available, and you can choose which adapter connection to use for this Enforcement Action.
Required Fields
These fields must be configured to run the Enforcement Set.
- Requester Full Name - The full name of the user creating the ticket.
Compute Node - The Axonius node to use when connecting to the specified host. For more details, see Connecting Additional Axonius Nodes.
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
Ticket Main Settings
These fields are optional.
- Ticket Subject - Type a short description of the ticket issue.
- Ticket Body (Description) - Type a full description of the issue.
- Ticket Status - From the dropdown, select the ticket status: new, open, pending, hold, solved, closed.
- Ticket Priority (default: normal) - From the dropdown, select the ticket priority. Available options: low, normal, high, urgent.
- Assignee Full Name - Type the full name of the user assigned to this ticket.
- Group Name - Enter the name of the group to which the user creating the ticket belongs.
- Ticket Form - Select the value you want to populate in the Form field in this ticket. (Ticket fetch must be enabled to populate this drop-down)
- Tags to Add - Select tags from the dropdown or add a list of comma separated new tags to add to the ticket.
- Create Zendesk Ticket even if no new assets are found in the Query (default: enabled) - When selected, a ticket is generated even if no new assets resulted from the query.
Ticket Additional Settings
These fields are optional.
Add default incident description - Enable this option to include the default incident description at 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, the number of current and previous results, and a list of all affected assets.
Message exampleAlert - "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: 4You can view the query and its results here: https://demo-latest.axonius.com/devices?view=Missing Sophos
CSV Configuration
- Attach a CSV file with the affected entities - Enable this option to attach a CSV file containing the results of the query.
Connection and Credentials
These fields are optional.
Connection Parameters
If Use stored credentials from Zendesk adapter is disabled, these fields are required:
- Sub Domain - The sub-domain of the Zendesk server. For example, Axonius is the subdomain for https://axonius.zendesk.com.
- User Name - User name associated with an Axonius dedicated user account that has permissions to update assets.
- API Key/Token - An API Key/Token associated with a user account that has permissions to fetch assets.
- Password - The password of the Axonius dedicated user account.
- 2FA Secret Key - The secret generated in Zendesk for setting up two-factor authentication for the Zendesk user created to collect SaaS Management data. See Zendesk documentation for instructions on how to set up two-factor authentication (2FA) and generate the 2FA secret.
Verify SSL - 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.
HTTPS Proxy - Connect the adapter to a proxy instead of directly connecting it to the domain.
HTTPS Proxy User Name - The user name to use when connecting to the server using the HTTPS Proxy.
HTTPS Proxy Password - The password to use when connecting to the server using the HTTPS Proxy.
Gateway Name - Select the gateway through which to connect to perform the action.
For more details about other Enforcement Actions available, see Action Library.
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