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

1. Login to Your Service Desk

   • Access your Service Desk portal and log in with your admin credentials.

2. 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.

3. Record API Endpoint

   • Note the API endpoint URL (e.g., https://your-servicedesk.com/api/v1/).

Step 2: Configure Cymmetri

1. Login to Cymmetri

   • Go to your Cymmetri dashboard and log in as an administrator.

2. Access Integration Settings

   • Navigate to Identity Hub > Applications.

   • Click on Add New Application.

3. 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.

4. 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.

5. 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

1. 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

2. 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)

1. 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

1. Create Test Tickets

   • Create several test tickets in your Service Desk.

   • Confirm that these tickets are reflected in Cymmetri as expected.

2. 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.