Update Zendesk Tickets
  • 30 Jan 2024
  • 3 Minutes to read
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Update Zendesk Tickets

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Article Summary

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

Note:

You can update the information on existing tickets by running this enforcement action on each asset for which the ticket was created and update the last, all, or specific tickets linked to that asset.

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.
  • 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 drop-down is available, and you can 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.

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Additional Fields

These fields are optional.

Connection Parameters

If Use stored credentials from the Zendesk adapter is disabled, these fields are required:

  • Sub Domain - The sub-domain of the Zendesk server.
  • User Name - User name associated with a user account that has permissions to update assets.
  • API Key/Token - An API Key/Token associated with a user account that has permissions to update 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.

  • Additional fields - Specify additional fields to be added as key/value pairs in a JSON format. For example: {"field1": "value1", "field2": "value2"}. If one of the specified fields is invalid, the request might fail.

  • Status of the Ticket - Select the ticket status: new, open, pending, hold, solved, closed.
  • Ticket Assignee - The user assigned to the ticket.
  • Ticket Comments - Enter comments for this ticket.
  • Select Which Related Tickets To Update - Select one of the options or enter the ID of a specific ticket to update and click create new.
    • All Related Tickets - All tickets linked to the main asset.
    • Last Created Ticket - The latest ticket linked to the main asset.

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


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