Zendesk Ticket Creation

The foglamp-notify-zendesk delivery notification plugin allows notifications to be used to create tickets within Zendesk. The tickets are created within a specified project with a summary, description and other information supplied by FogLAMP.

To obtain an API token from Zendesk

  • Visit the api page

  • Select Create API token

  • Enter a name for your application, this must be unique for each FogLAMP Zendesk application you create

  • Click on Create

Once you have created your notification rule and move on to the delivery mechanism

  • Select the zendesk plugin from the list of plugins

  • Click Next

zendesk_1

  • Configure the delivery plugin

    • Subdomain: The subdomain where your Zendesk instance is installed.

    • Subject: The subject for the new ticket that is created.

    • Email: Your Zendesk registered email address, this is the name of the account you used to create the API token

    • API Token: The API token for your email address. You must enable API token in your Zendesk account and create a token for FogLAMP to use.

      zendesk_2

    • Comment: The text to add into the comment of the ticket, this may include text substitutions (see below).

    • Additional Fields: This is a JSON document that contains a number of key/value pairs, each of these pairs is a field name and content to add to the ticket. Text substitutions may be applied here also.

  • Enable the plugin and click Next

  • Complete your notification setup

When the notification rule triggers a Zendesk ticket will be created.

Text Substitution

Text markers may be used to substitution text with the fields in the Zendesk ticket. The markers supported are

  • %MESSAGE%: this is replaced with the message generated in the notification system

  • %REASON%: this is replaced with the reason for the notification, it may be the string triggered or cleared.

  • %TIMESTAMP%: this is replaced with the timestamp of the reading data that caused the notification to trigger.