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
Anti-Virus and AntiMalware¶
It is not always necessary, but we recommend whitelisting the helpdeskbuttons installation folder (C:\Program Files(x86)\Helpdesk Button). 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.
Advanced Integration Options¶
Please note that either queue, assignee, or both must be set for this integration to work properly.
This is the list of variables that can be accessed when using the Custom Rules.
- priority refers to the ticket priority (Urgent, Low, ect)
- ticketStatus refers to the ticket status (New, In Progress, etc)
- comment_subject refers to the subject line of the first comment
- ticketType refers to the issue type in RepairShopr (Helpdesk, Internal, etc)
- queue refers to the queue the ticket will be assigned to
- assignee refers to the agent the ticket will be assigned to
- message refers to the message the client typed when making the ticket
- title refers to the ticket title
- append refers to the information appended to the HDB report
- ticketSource refers to the source of the ticket (Client portal, Phone, Other)
- priv_append allows you to append information to the internal ticket note
- selections refers to the checkboxes/radio buttons the client chose when creating the ticket
- name refers to the client’s name
- email refers to the client’s email
- ip refers to the client’s external ip address
- mac refers to the client’s MAC address
- hostname refers to the client’s hostname
- openDate refers to the date the ticket was created