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To correlate your Zendesk tickets with another ITSM app, you will need to create a Correlation ID field. This Correlation ID field will be populated with the corresponding ticket's unique identifier from the other ITSM app (such as the ServiceNow sys_id) being integrated.

(info) NOTE: Only a Correlation ID field is required. You can also create a Correlation Display field if you want a field to contain a customer-facing identifier field from the other ITSM app, such as the ServiceNow number field on incidents.


Procedure

To create custom fields in Zendesk, follow these steps:


The field should be created as a Text field type and can have any display name and properties as desired.


Once you have created the field(s), note each field's Field ID as you will need those for configuring the meshlet.

This field ID will also be used in the Zendesk meshlet's mapping files for mapping records created/updated in the other ITSM app into the Common Incident format for mapping into Zendesk. For example, if you are mapping how to create tickets in Zendesk from ServiceNow, the mapping would look as follows:

{
  "ticket": {
     "comment": {
      "body": "${JSON_ENCODE:$[XPATH:/common_incident/description]}"
    },
    "type": "ticket",
    "priority": "${XPATH:/common_incident/priority}",
    "status": "${XPATH:/common_incident/state}",
    "subject": "${JSON_ENCODE:$[XPATH:/common_incident/short_description]}",
    "custom_fields": [{"id": 7655609750043, "value": "${XPATH:/common_incident/sys_id}"}]
  }
}

You will notice the custom_fields section where the Correlation ID's field ID (7655609750043) is listed so it knows to update this field with the sys_id from ServiceNow.

(info) NOTE: You may need to refresh your browser to see the new custom field on the ticket form in the Zendesk UI.

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