Zendesk Integration

[dave_edgar]

Maybe a bit of useful information for some.

I've been asked to integration SNow with Zendesk and was having issues.   I created my own demo site and api worked just like their documentation explained but as soon as I was given the 3rd party site to work with i got all sorted of issues

Now there were two main issues at play.   You expect SNow incident to match up to Zenesk Incident to Incident = Ticket but in my case they actually wanted to match with Request, so Incident = Request

So this means the endpoints are different:

Instead of using:

https://<name>.zendesk.com/api/v2/tickets.json

you have to use:

https://<name>.zendesk.com/api/v2/requests.json

and the json body instead of being:

{"ticket":

{"subject": "Help!",

"comment": {"body": "My printer is on fire!"}

}

}

will be:

{"request":

{"subject": "Help!",

"comment": {"body": "My printer is on fire!"}

}

}

Also ask them to activate the online portal as that will also prevent the api from working

Hope this helps someone

[Mohammed Faazi2]

HI Dave,

can you explain how you authenticated with ZenDesk. I'm facing issue with my authentication.

[dave_edgar]

ah tbh we are having some issues with that also, mainly because i think the Zendesk associate hasn't associated the token with the api account we are trying to use.

So, atm I'm just using a basic personal account credentials.  

[Mohammed Faazi2]

Then I will try with basic account as well. Does it make posts to the "Requests"??

[dave_edgar]

Yes

.zendesk.com/api/v2/requests.json

{"request":

{"subject": "${short_description}",

"comment": {"body": "${description},$"},

"custom_fields": {"80229547": "${lum_priority}", "80229527":"$"},

"submitter_id":"$"

}

}