First we need to make a contact in a catch all company, this contact will put tickets in on behalf of users that are not currently in the system.
This is our contact. Feel free to use whatever data you would like, but make sure the email address is email@example.com
Create an API User¶
Navigate to the Employee window:
It is probably best to create a new user, but an existing user with the correct permissions can work. This guide will assume you create a new user.
Click New and create the user with whatever data you may like. The Security Role is the only important part of this process. To start out put it as Administrator. You will need the email address to be something that can recieve the password. Once that is complete an email will be sent to the address specified with the login credentials we need.
API Access Settings¶
For those of you who want to restrict the access the API user has, here is the security access we need: (a custom security role will need to be created and assigned to us with these permissions):
- Service Desk/My Tickets: View and Modify - For Creating and editing tickets
- Service Desk/Tickets: View and Modify - For Creating and editing tickets
- Service Desk/Unknown Tickets: View and Modify - For Creating and editing tickets
- CRM/Accounts View - For gathering location data (addresses)
- CRM/Contacts View - For Matching tickets with contacts
- Admin/Special Features: Has API Access - To access the API
Advanced Integration Options¶
This is the list of variables that can be accessed when using the Custom Rules.
Please note that either queue, assignee, or both must be set for this integration to work properly.