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ZENworks Service Desk 8.2 send attachment to 3rd-party RT systems

Hello,

Wanted to ask, can somebody tell me if ZSD 8.2 can send email with ticket information and added user attachments from ZSD system to 3rd-party RT systems?

For example:

User creates in ZSD system ticket about 3rd-party partner software problem, where in email user adds picture of described problem.As we know, ZSD creates ticket, adds problems description in summery section and email attachment to tickets attachment section. If our incident team cannot solve this problem, they can/could edit and change incident team to 3rd-party partner software developer team, who then would get needed information to solve users problem in there RT system.

  • 0

    I don't think there's a built in (easy way) to send/export both the ticket information and the associated attachments externally (though if possible, I welcome corrections for this).

    The best I'd recommend, copy the ticket info from the web gui and download the needed attachments from there as well, then import/enter into the 3rd party system.

    It's a good enhancement idea, I suggest putting in the "Idea Exchange".

    Another idea, would be to create users and create a development team in service desk for the developers to access and use.

  • Suggested Answer

    0

    I believe if you add another Team for the Partner you should be able to notify them through ZSD Ticketing.
    Adding a Technician, Team, Partner Organization.

    This is in theory and so far seems to work as listed below.

    Example:

    ZENworks Service desk is installed @ the company Digital Airlines
    Henry is the Digital Air Technician
    The 3rd Party Partner is "FixIT Company"
    Angel Stanford (astanford) is our Partner FixIT Technician

    ZSD Prep   

    • Create a Partner Org - FixIT Company
    • Create a (Partner) Team - FixIT Team
    •     User Source
      • Create an account - Angel Stanford - acct astanford - email angel@fixit.com
      • Put Angel Stanford in the ZSD Partner Group    
    •     ZSD LDAP Import so Angel is a "User" in ZSD
    •     Configure Angel to have Processes
      • In ZSD Select Angel Stanford | User Information Operation Processes - Incident
    •     Add Angel to the Partner Team called - FixIT Team
    •     Verify email sent
      • [Setup] > User > Users - Select Angel Stanford | Information > Email (button)
      • Check [Setup] > Setup > Email > Log for this notice to go out.

    Test

    • Open an Incident request for a Digitalair technician assigned to Henry
    • Henry needs to call the 3rd party for repair
    • Henry reassigns the Incident by opening the ticket and selecting Team: "FixIT Team" (should be in the drop down)
    • Henry sees the New Team and Technician Angel Stanford
    • Email should be sent to angel@fixit.com

    Angel works on tickets in queue as Partner (Alias email)

    • Log into Technician Portal as astanford
    • Selecting the REQUESTS > Incidents should display the requests
    • Angel can do the necessary management of the ticket (close or pass back to another Incident team)

    Optional email configuration

    Sending email directly to Angel at FixIT w/Alias email account

    If User Angel Stanford in the Digital Air User Directory with the Primary email as astanford@ditigalair.com you can configure an Alias and direct the Send To to the alias.

    •     Create an account - Angel Stanford - acct astanford - email astanford@ditigalair.com
    •     Configure Angel Standford an alias email which is Angels Partner email address  angel@fixit.com.
      • In ZSD Select Angel Stanford | User Information > Alias
      • Add angel@fixit.com
    •     Configure Angel to receive emails from ZSD to the FixIT account
      • Angel User Information now has two email addresses in ZSD
      • In ZSD Select Angel Stanford | User Information > Send TO as the angel@fixit.com

    As long as the Send To is the angel@fixit.com the test above should work.

    Let me know if this works to your requirements.

    Paul Pedron