Helpdesk integration

 

Helpdesk Integration

 

Zoho Vault’s integration with popular helpdesks helps you validate password access requests based on the ticket status and service requests from your helpdesks. Users can raise access requests by entering a valid ticket ID from the respective helpdesks to get instant access to the required passwords, eliminating the need for an admin’s approval.

The popular helpdesks currently integrated with Vault are,

Service Now integration

Integration Steps

  1. Log in to your Service Now account and navigate to System OAuth found under the All Applications options found on the panel to the left of your screen.


     

  2. Click the Application Registry option found under System OAuth. Alternatively, you can also search for Application Registry from the Filter navigator.
  3. Click New to create a new Application Registry. 

     
  4. Select Create an OAuth API endpoint for external clients to proceed. 


     

  5. Fill and edit the fields on the New Record page accordingly, as described below:
    • Name: Enter a unique name.
    • Client ID: Client ID gets automatically generated by ServiceNow OAuth server. 
    • Client Secret: The Client secret for the OAuth application will be auto-generated.
    • Refresh Token Lifespan: Enter the time the Refresh Token will be valid for in seconds.
    • Access Token Lifespan: Enter the time the Access Token will be valid for in seconds.
    • Redirect URL: This is the URL that the authorization server redirects to. Click Edit this URL button (lock-shaped) to enter the URL. You can find this URL from your Vault. Open Zoho Vault in a new tab and navigate to the Helpdesk Integration page under the Admin tab. Click on Service Now and select the Edit button. The popup window will show you the callback URL that needs to be updated in the New Record page of Service Now. 
  6. Once you fill in all the details, click Submit, then reopen the record to find the auto-generated Client Secret. Make a note of the Client ID and Client Secret for later use in Step 9. 


     

  7. Log in to your Zoho Vault account and click the Helpdesk Integration option under the Admin tab. 
  8. Select Service Now and then click Edit.
  9. A pop-up window will appear, asking you to fill in the Client ID, Client Secret, and Helpdesk URL respectively. You can fill the first two fields from the details you noted in Step 6. 
  10. Enter your Service Now URL under the Helpdesk URL mentioned and click Save.  
                     

     
  11. Click Service Now and select Generate Token to generate the auth token. You may get a pop-up on your browser if you’re generating the token for the first time. If your browser restricts pop-ups, enable them from your end. 

     
  12. Click Allow to connect Vault with your Service Now account and interact with its records. 
  13. Click Save

 

This completes the setup. Click here to learn how to enable the helpdesk feature for individual Secrets.

 

JIRA Integration

Integration steps

  1. Log in to JIRA and access the developer console
  2. Click the Create new app button. 

     
  3. This screen asks for the app's name. The app’s name in this case, will be Zoho Vault.
  4. Read the terms given and then select I agree to be bound by Atlassian’s Developer terms and click Create. This will generate the Client ID and Client Secret details. Make a note of this to use later in Step 14. 

  5. Click the +Add button under the APIs and Features section. This will show you the list of available APIs and Features that you can add. 

     
  6. Under the Features list, click the Add button associated with Authorization code grants to add this feature. Click on Configure to then proceed. 
  7. You need to enter your callback URL in this screen. You can find this URL from your Vault by navigating to the Helpdesk Integration page under Admin tab. Click Jira Desk and select the Edit button. A popup window will appear, showing you the callback URL that needs to be updated in the Jira’s configuration page. Update it and click Save Changes


     
  8. Click the +Add button under the APIs and Features section. This will take you back to the APIs and Features page.
  9. Click Add under Jira Platform REST API from the APIs section. 

     
  10. Click Configure and Add the View permissions to complete the setup from Jira.
     

     
  11. Open a new tab and log in to your Vault account. Navigate to the Helpdesk Integration option under the Admin tab.
  12. Select Jira Desk and then click Edit.
  13. A pop-up window will appear, asking you to fill in the Client ID and Client Secret. You can fill these fields from the details you earlier made a note of in Step 4. 


     

  14. Click on Jira Desk and select Generate Token to generate the auth token. You may get a pop-up on your browser if you’re generating the token for the first time. If your browser does not allow pop-ups, enable them from your end. 

     
  15. A new tab requesting you to authorize the site you would like to provide access to will appear. Select the site and click Accept to proceed with the integration,then switch back to your Zoho Vault.
     
  16. Click Save

     

This completes the setup. Click here to learn how to enable the helpdesk feature for individual Secrets.

 

Zendesk Integration

 

Integration steps

  1. Log in to your Zendesk account and click on the Admin button. 


     

  2. Select API from the Channels category found below.

     
  3. Click the OAuth Clients tab on the API page, and then click the plus icon (+) found on the right side of the client list.

     
  4. Fill the following fields to create a client. This detail is essential to fill your Vault’s Helpdesk Integration page:
    • Client Name - The name that users will see when asked to grant access to your Zoho Vault, and when they check the list of third-party apps that have access to their Zendesk.
    • Description (Optional) - A short description of your Vault that users will see when asked to grant access to it.
    • Company (Optional) - The company name that users will see when granting access to Vault. The information can help them understand who they're granting access to.
    • Logo (Optional) - Update a logo of your choice. The image can be a JPG, GIF, or PNG. For best results, you can upload a square image. It will be resized for the authorization page.
    • Unique Identifier - The field is auto-populated with a reformatted version of the name of the Vault. You can change it if necessary. This needs to be updated on the Client ID field in your Vault.
    • Redirect URLs - This URL can be obtained from your Vault. Navigate to the Helpdesk Integration option found under the Admin tab. Select Zendesk and click the Edit option. You’ll find the callback URL mentioned here. Update the same URL under the Redirect URLs section in the Zendesk page. 


       

  5. Click Save. After the page refreshes, a new pre-populated Secret field will appear on the lower side. This needs to be updated in the Client Secret field in your Vault.

  6. Open a new tab and log in to your Vault account. Navigate to the Helpdesk Integration option found under the Admin tab.
  7. Select Zendesk and click Edit. A pop-up window will open, with the Client ID, Client Secret, and Helpdesk URL fields respectively. These details can be obtained from your Zendesk profile where you just generated them. 
  8. The Unique Identifier details from Zendesk will be the Client ID. The Secret that you populated in Zendesk after the OAuth client creation will be filled in the Client Secret field. Enter the URL that you sign in to Zendesk with as your Helpdesk URL. Click Save once done.

     

  9. Click Zendesk and select Generate Token. You may get a pop-up in your browser if you’re generating the token for the first time. If your browser restricts pop-ups, make sure to enable them. 

     
  10. A new tab requesting you for access to the Client will open. Click Allow to allow Zoho Vault to Read all the ticket data

     
  11. Click Save

This completes the setup. Click here to learn how to enable the helpdesk feature for individual Secrets.

 

SDP On-Demand integration

Integration steps

  1. Access the developer console of SDP On-Demand from the USEUChina, or India link. 
  2. Click the Create Client ID button. 
  3. Enter the Client name. 
  4. Enter the Zoho domain you use Vault from (www.zoho.(com|.eu|.in|.cn)) under the Client Domain field.
  5. Enter your authorized redirect URL in this screen. You can find this URL from your Zoho Vault account by navigating to the Helpdesk Integration page under Admin
  6. Click SDP On-Demand and select the Edit button. A popup window will appear, showing you the callback URL that needs to be updated in the authorized redirect URL field.
  7. Select Web based as the Client type. Click Create to proceed. 

     
  8. The Client ID and Client Secret will now be displayed on your screen. Make note of this to add it on to your Vault account in Step 12. 

     
  9. Open a new tab and log in to your Zoho Vault account. 
  10. Click the Helpdesk Integration option under the Admin tab.
  11. Select ServiceDesk On-Demand and then click Edit.
  12. A pop-up window will appear, asking you to fill in the Client ID and Client Secret. You can fill the first two fields from the details you earlier made a note of in Step 8. 

     
  13. Click ServiceDesk On-Demand and select Generate Token to generate the auth token. You might get a pop up in your browser if you’re generating the token for the first time. If your browser does not allow pop-ups, enable them from your end.


     

  14. A new tab requesting you to authorize Vault to access data from SDP OnDemand will appear. Click Accept to proceed, then switch back to your Zoho Vault account.
  15. Click Save.

This completes the setup. Click here to learn how to enable the helpdesk feature for individual Secrets.
 

Zoho Desk integration

Integration steps

  1. Access the developer console of Zoho Desk from the USEUChina, or India links.
  2. Click Create Client ID

     

  3. Enter the Client name. 
  4. Enter the Zoho domain you use (www.zoho.(com|.eu|.in|.cn)), in the Client Domain field.
  5. Enter your Authorized redirect URL. You can find this URL from your Zoho Vault account by navigating to the Helpdesk Integration page under Admin tab. 
  6. Click Zoho Desk and select the Edit button. A popup window will appear, showing you the callback URL that you need to update in the Authorized redirect URL field.
  7. Select Web based as the Client type and click Create

  8. Make note of the Client ID and Client Secret displayed, to add to your Vault account in Step 11. 

  9. Log in to your Zoho Vault account. Navigate to the Helpdesk Integration page under the Admin tab.
  10. Select Zoho Desk and click Edit.
  11. A pop-up window will appear asking you to fill in the Client ID and Client Secret. You can fill these fields from the details you earlier made a note of in Step 8. 


     

  12. Click on Zoho Desk and select Generate Token to generate the auth token. You may get a pop up in your browser if you’re generating the token for the first time. If your browser does not allow pop-ups, enable them from your end. 


     

  13. Authorize Zoho Vault to access data from Zoho Desk. Click Accept to grant access to Vault. 
  14. Click Save

This completes the setup. You can learn how to enable the helpdesk feature for individual Secrets below.

 

Enabling Helpdesk feature for Secrets

You can enable the Helpdesk feature for your Secrets with the below steps.

  1. Go to the All Secrets page, select the Secret that you want to configure with Access Control, and click More Actions
     
  2. Select the Configure Access Control option from the drop down box. Check the Require Helpdesk Approval option to enable the Helpdesk feature for your Secret. 

     
  3. Click Save and Activate to finish the setup. 

 

You can now share this Secret to the respective users. Users can now access this secret from their All Secrets page. They can click the Request option to access the secret. A pop up window will appear on their screen asking them to fill in the Ticket ID and Comments before accessing the Secret. If the ticket ID is in Open state and matches other criteria set by the admin, they can access the Secret by clicking on the Check Out option. Once the user has accessed the secret and completed his operation, they can click the Check In option to terminate the access. 

Note : It is always recommended for admins to give time-limited access for Secrets configured with access-control.

 

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