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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 error.

(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.

Procedure

To enable notifications in Zendesk, follow these steps:


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.


Access Objects and rules settings

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


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)

Click the Create or Save button when finished.

For more information, see here.