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.
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:
| Name | Value |
|---|---|
| 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 |
| Category | Notifications |
| 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.