Integration with Service Desk Management Systems
Overview
This page outlines the process for integrating your Service Desk platform with Cymmetri. This integration will streamline workflows, enhance communication, and improve overall service management.
Prerequisites
Before beginning the integration, ensure you have:
Administrative access to both the Service Desk and Cymmetri.
API keys or authentication tokens for both platforms.
Backup of existing configurations, if necessary.
Step 1: Configure Your Service Desk
Login to Your Service Desk
Access your Service Desk portal and log in with your admin credentials.
Access API Settings
Navigate to Settings > API.
Enable API access if it is not already enabled.
Generate an API key if you do not have one.
Record API Endpoint
Note the API endpoint URL (e.g.,
https://your-servicedesk.com/api/v1/
).
Step 2: Configure Cymmetri
Login to Cymmetri
Go to your Cymmetri dashboard and log in as an administrator.
Access Integration Settings
Navigate to Identity Hub > Applications.
Click on Add New Application.
Select Service Desk
Choose your specific Service Desk platform from the list of available integrations. Cymmetri has ready connectors for ServiceNow, Atlassian (Jira), Fresh Service, etc.
Enter API Details
API URL: Enter the API endpoint noted from your Service Desk.
API Key: Paste the API key generated in your Service Desk.
Test Connection
Click on Test Connection to ensure Cymmetri can successfully communicate with your Service Desk.
If successful, proceed to the next step. If not, double-check your API settings.
Step 3: Map Data Fields
Field Mapping using Policy Map
Map relevant fields between your Service Desk and Cymmetri. Common fields to consider include:
Ticket ID
Status
Priority
Assignee
Comments
Configure Sync Settings
Decide on the synchronization direction (one-way or two-way).
Set the sync frequency (e.g., real-time, hourly, daily).
Step 4: Setup Notifications (Optional)
Notification Configuration
Set up notifications for important events (e.g., ticket creation, updates).
Choose how notifications will be delivered (email, in-app alerts).
Step 5: Testing the Integration
Create Test Tickets
Create several test tickets in your Service Desk.
Confirm that these tickets are reflected in Cymmetri as expected.
Update Test Tickets
Modify the status or comments of the test tickets in either system and check if the changes sync properly.
Troubleshooting
Connection Issues: Double-check API keys and endpoint URLs. Ensure both systems are operational.
Data Sync Problems: Review field mappings and sync settings. Check integration logs for errors.
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