Zendesk

This connectivity package provides support for managing users, groups, organizations, and roles/custom roles in Zendesk.

Supported objects and operations

System objects	Omada Identity Data Model	Operations
Users	Account	Create, read, update
Groups	Resource	Read
Organizations	Resource	Read
Custom roles	Resource	Read
Roles	Resource	Read
Group memberships	Resource assignment	Create, read, delete
Organization memberships	Resource assignment	Create, read, delete
Role assignments	Resource assignment	Create, read, delete*
Custom role assignments	Resource assignment	Create, read, delete*

(*) resource-driven attributes

Minimum required permissions

Accessing the REST endpoints on Zendesk requires proper read/write privileges. An admin can set a user's password only if the setting is enabled in Zendesk Support under Account --> Security --> Advanced. The setting is switched off by default.

See the Zendesk API documentation for details.

Implementation notes

Zendesk requires the user to have the Agent role to be assigned to a custom role and a group.

Role assignments and custom role assignments are managed via an attribute on the User object, and therefore the resource-driven attributes concept is used. After importing the role objects to the Enterprise Server, use the following steps to set up resource-driven attributes:

1. Open the RoPE configuration file:

   • On-prem: \Omada Identity Suite\Role and Policy Engine\Service\ConfigFiles
   • Cloud: In the Cloud Management Portal, navigate to Environments. In the environment row, from the drop-down menu, select Configure. Choose the RoPE configuration tab.

2. Add the following lines under the Attribute Value Resolver extension (change the key value in case you already have that specific key defined):

<add key="ZendeskRole" name="Zendesk Account:C_ZENROLE" extraInfo="Type:ReferencePath" value="/#ASSIGNMENTS_PER_RESOURCETYPE/Zendesk Role:[C_ZENROLE]"/>
<add key="ZendeskCustomRole" name="Zendesk Account:C_ZENDESKCUSTOMROLES" extraInfo="Type:ReferencePath" value="/#ASSIGNMENTS_PER_RESOURCETYPE/
Zendesk Custom Role:[ROLEID]"/>

3. Add the following lines under the Map Attributes From Actual Data Extension (change the key value in case you already have that specific key defined):

<add key="1" extraInfo="Zendesk Group" name="ZendeskassignmentId" value="C_ZENDESKASSIGNMENTID" />
<add key="2" extraInfo="Zendesk Org" name="ZendeskassignmentId" value="C_ZENDESKASSIGNMENTID" />

Network requirements

None.

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Prerequisites

None.