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You can set up notifications in Zendesk to be notified when the Zendesk meshlet has issues connecting to MBS or there are issues in ServiceNow. When errors occur, the Zendesk meshlet will create a new ticket to notify you of the errorIn order for the Zendesk meshlet to create attachments as well as query for attachments users add to Zendesk tickets, you will need the ability for end users to attach files to tickets is enabled..

(info) NOTE:

  • By default, the Zendesk meshlet does not create tickets on errors. You will need to enable this option using the notifyZendeskError meshlet configuration.
  • For errors in ServiceNow, you can set up records to be shared out using the table maps and transform map scripts. Contact Perspectium Support for more information
  • ServiceBond for Zendesk supports attachments only up to approximately 7MB in both directions (i.e. when sending attachments from another ITSM app into Zendesk and when querying for attachments from Zendesk to send to the other ITSM app) due to limitations with how much data can be queried in both directions. Any attachments larger than this size will be skipped.
  • Zendesk requires attachments be added as part of a comment to the ticket. By default, the attachment is added with a comment Attachment added to ticket but you can use your own comment for when attachments are added into Zendesk by setting the defaultAttachmentComment meshlet configuration.

Procedure

To enable attachments notifications in Zendesk, follow these steps:

UI Steps


UI Step

Go to the Admin Center

In Zendesk, select the icon at the bottom of the left navigation menu and click on the Go to Admin Center link.


UI Step

Access Objects and rules settings

Select the Objects and rules option and then scroll down and choose the Settings Triggers option underneath TicketsBusiness rules.


UI Step

Create a new trigger (notification)

Click on the Add trigger button in the top right.

Then enter values as follows:

NameValue
Trigger name

A name for the trigger (this can be any value)

i.e. Email Perspectium Errors

Description

A description for the trigger (this can be any value)

i.e. Zendesk Meshlet creates ticket with comments that have the errors

CategoryNotifications
Conditions

Comment text

Contains at least one of the following words

Perspectium Error

This should contain at least one of the words from the error message which by default starts with Perspectium Error plus the actual error message. To change the default starting part of the error message from Perspectium Error to a different message, update the defaultErrorMessage meshlet configuration.

Actions

Email user

Select user to email


Email subject

A subject for the email (this can be any value)


Email body

A body for the email (this can be any value)

Image Added

Image Added

Click the Create or Save button when finished

Enable attachments

In the Attachments section, select Customers can attach files and click the Save button.

For more information, see here.