Zoho ServiceDesk

CoreStack’s integration with Zoho ManageEngine with ServiceDesk enables alerts related to various policies to be generated automatically in Zoho based on how the setup is done. Every alert triggered in the CoreStack application generates a ticket or incident in Zoho ServiceDesk automatically, which users can then view in Zoho ServiceDesk. After the issue related to the ticket is resolved, the open ticket is set to close automatically based on the resolution captured.

In order to setup this Zoho integration, it’s required for users to be onboarded in the CoreStack application. After this, the modules of ServiceDesk are mapped to appropriate people or teams and alerts are set as per your requirements. These alerts are related to CoreStack policy alerts, monitoring alerts, and budget alerts. After alerts are set, user authorization is done as per the role and the modules of Zoho ServiceDesk are then mapped appropriately to the Zoho account holder.

Account Authentication

Perform the following to onboard a Zoho ServiceDesk account in CoreStack:

  1. Login to the CoreStack application and navigate to Settings > Integrated tools.
    ZOHO_ServiceDesk is displayed in the left pane.
  2. Click ZOHO_ServiceDesk.
    Any accounts already onboarded in CoreStack will be listed here.
  1. To add a new account, click Add Account.
  2. In the Account Name box, type the name of the account.
  3. In the Description box, type a description for the account.
  4. In the Environment list, click to select your preferred option.
  5. In the Scope list, click to select whether the scope for this Zoho account should be set to Account, Tenant, or Private.
  6. In the Notification Email box, type an email address where you want notification to be sent.
  7. In the Auth URL box, type the unique ServiceDesk URL.
  8. In the API Key box, type the key provided from the ManageService application.
  9. In the SSL Verify list, click to select either True or False.
  10. In the API Version list, select the appropriate version of Zoho ServiceDesk.
  11. Select the disclaimer at the end of the page.
  12. Click Next.

Tools Configuration

After the Zoho account is set up with all the relevant details, proceed to the Incident Management tab, where you can select the modules where incident tickets can be viewed and teams/persons who can view the tickets. After this, users must add CoreStack alerts, budget alerts, and monitoring alerts. Based on the alerts that are defined, incidents are triggered accordingly in Zoho ServiceDesk.

Perform the following to complete the Incident Management section and configure alerts:

  1. In the Incident Management section, in the Site list, click to select an appropriate site or team who will be able to view the incidents.
  2. In the Module list, click to select the module name where the incident tickets can be viewed in ServiceDesk.
    If you select Request Module, the Requester list displays. In the Requester list, you need to select the name of the person who will be assigned the incident in ServiceDesk.
  3. In the Assignee box, type the assignee name.
  4. Click the arrow symbol on the upper-right corner to go to the next page.
  1. In the Policy section, in the Description list, select the required options related to mapped issues. The selected descriptions will be displayed in the incident ticket.
  2. In the Incident Title list, select the appropriate options.

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    Note:

    • Click Check All to select all the options in the list.
    • Click Uncheck All to clear all the selected options in the list.
  3. Click the arrow symbol on the upper-right corner to go to the next page.
  1. In the Budget Alerts section, in the Description list, select the required options related to mapped issues. The selected descriptions will be displayed in the incident ticket.
  2. In the Incident Title list, select all appropriate options.

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    Note:

    • Click Check All to select all the options in the list.
    • Click Uncheck All to clear all the selected options in the list.
  3. Click the arrow symbol on the upper-right corner to go to the next page.
  1. In the Alerts section, in the Description list, select the required options related to mapped issues. The selected descriptions will be displayed in the incident ticket.
  2. In the Incident Title list, select all appropriate options.

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    Note:

    • Click Check All to select all the options in the list.
    • Click Uncheck All to clear all the selected options in the list.
  3. Click the arrow symbol on the upper-right corner to go to the next page.

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Note: Among the Policy, Budget Alerts, and Alerts sections, if no alert is required to be set in any one of these sections, then navigate to the section where no alert needs to be set and clear the checkbox located at the upper right side of the screen.

Account Authorization

The next step in the integration process is to authorize users to access Zoho ServiceDesk as per their role. After authorization is complete, tenants are mapped to the modules and the appropriate Zoho account is assigned – that is, a tenant can access the modules in the Zoho account as per the mapping done for them in CoreStack.

  1. In the Assign Roles section, select the appropriate role.
  2. Click Finish.
  1. Navigate to Settings > Tenants.
  2. In the Tenants tab, select a tenant.
  3. Click the pen icon to edit details.
  4. Click the + symbol next to Activity Queue Settings.
  5. Select the modules that have to be integrated with a Zoho account.
  1. In the drop-down list that displays on the right side of the page, select the Zoho account.
  2. Click the tick icon.

After this, you will have completed all the necessary integration steps for Zoho ServiceDesk in CorteStack.

In Zoho ServiceDesk, incident tickets are created automatically for every issue as per the alerts set in the above steps. An authorized user can view the incidents along with an incident description and status. After the issue is resolved, the incident ticket is closed automatically. If the same issue arises again, a new ticket is opened automatically. If the incident ticket remains in an open state without any resolution, then the user can add any notes about the issue.

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Note:

  • Fields marked with * symbol are mandatory to be filled.
  • Contact the Customer Support Team for any assistance required during any phase of the implementation.