This guide will show you how to set up your new Helpdesk Buttons with ERPNext in as few as 15 minutes.
ERPNext integration requires three main parts:
1) Create an Unregistered User¶
Create a Customer to receive ‘Catch All’ tickets and add a Contact to that Customer with the email address
This is in case someone puts in an email that is not already in ERPNext, this will also prompt the GUI to ask for identifying information from the end user.
2) Create an API KEY and SECRET¶
To create the API KEY for ERPNext:
Click Settings -> My Settings -> API Access
You can create a key by clicking the “Generate Keys” Button.
Copy down the API Secret as it cannot be viewed again.
If the API Key does not show up try logging out, then back in.
You should see something like this when you have successfully created a key pair.
Copy the API Key as you will need that to complete the integration.
Anti-Virus and AntiMalware¶
It is not always necessary, but we recommend whitelisting the tier2tickets installation folder (C:\Program Files(x86)\tier2tickets). We regularly submit our code through VirusTotal to make sure we are not getting flagged, but almost all AV/M interactions cause some sort of failure. Webroot in particular can cause issues with screenshots.
This is the list of variables that can be accessed when using the Dispatcher Rules.
The ticket priority level (Urgent, Low, ect):
Refers to the ticket status (New, In Progress, etc):
The issue type (this will depend on the types you create):
The agent that will be assigned this ticket:
Allows you to append information to the internal ticket note:
Additional information provided if the user is not found in ERPNext
To setup a webhook in ERPNext, click Administration -> Integrations -> Settings -> Webhook
Click New to Create a new webhook.
Fill out the webhook as follows:
- DocType to Issue (Support)
- Doc Event to on_update.
- Request URL should be listed on your Integration Settings Page. under the Ticket Notification section.
- Request Structure to Form URL-Encoded
Doing this will lock some of the choices in and provide more options for the rest of the webhook.
- Set the webhook header to application/json
- Add these fields to the webhook data area
- Raised By
Save Again and you should be all set