Skip to content

Commit cf13239

Browse files
lferreronetwrixlferreronetwrix
authored
Merge pull request #171 from netwrix/feature/399431
Feature/399431 Add new Zendesk section for Platform Governance Salesforce
2 parents bca0e91 + f3c7fee commit cf13239

31 files changed

+407
-0
lines changed

‎docs/platgovsalesforce/integrations/zendeskintegration/_category_.json‎

Lines changed: 10 additions & 0 deletions
Original file line numberDiff line numberDiff line change
@@ -0,0 +1,10 @@
1+
{
2+
"label": "Zendesk",
3+
"position": 20,
4+
"collapsed": true,
5+
"collapsible": true,
6+
"link": {
7+
"type": "doc",
8+
"id": "zendesk_integration"
9+
}
10+
}

‎docs/platgovsalesforce/integrations/zendeskintegration/finding_change_requests_from_zendesk.md‎

Lines changed: 17 additions & 0 deletions
Original file line numberDiff line numberDiff line change
@@ -0,0 +1,17 @@
1+
---
2+
title: Finding Change Requests from Zendesk
3+
---
4+
5+
# To find your change requests that originated in Zendesk:
6+
7+
1. Open **Reports**.
8+
2. Click **New Report**.
9+
3. Choose a **Report Type**: Other Reports and Change Requests.
10+
4. Click **Continue**.
11+
5. Add a filter: **Change Type Equals Zendesk**.
12+
6. Add any additional columns you want to display.
13+
7. Once the report is created, click **Save**.
14+
15+
:::tip Best Practice
16+
Title the report something meaningful, such as 'Find Change Requests from Zendesk'.
17+
:::

‎docs/platgovsalesforce/integrations/zendeskintegration/zendesk_approval_process.md‎

Lines changed: 152 additions & 0 deletions
Original file line numberDiff line numberDiff line change
@@ -0,0 +1,152 @@
1+
---
2+
title: Approval Process - Zendesk Integration
3+
---
4+
5+
# Overview
6+
7+
Platform Governance for Salesforce – Zendesk Integration supports three types of approval processes. These processes control how Change Requests (CRs) are approved, either within Zendesk or Salesforce. The approval type is configured in the app settings in Zendesk and determines the user actions available.
8+
9+
# Approval Process Types
10+
11+
## a. Approval in Zendesk
12+
13+
- Operators can Request Approval when the CR is in Draft.
14+
- Admins can Approve or Reject when the CR is Pending Approval.
15+
- Admins can Complete the CR once it is Approved.
16+
17+
### Screenshots
18+
19+
**Request Approval:**
20+
21+
![Approve Process - Request Approval](/images/platgovsalesforce/integrations/zendesk/Approve_Process_-_Request_Approval.webp)
22+
23+
**Approve / Reject:**
24+
25+
![Approve Process - Approve or Reject](/images/platgovsalesforce/integrations/zendesk/Approve_Process_-_Approve_or_Reject.webp)
26+
27+
**Complete:**
28+
29+
![Approval Process - Complete](/images/platgovsalesforce/integrations/zendesk/Approval_process_-_Complete.webp)
30+
31+
After completing the Change Request you will see the record in a complete status:
32+
33+
![Approval Process - After Complete](/images/platgovsalesforce/integrations/zendesk/Approval_process_-_After_Complete.webp)
34+
35+
## b. Approval in Salesforce
36+
37+
- Operators initiate Request Approval from Zendesk.
38+
- The approval continues in Salesforce according to approval rules configured there.
39+
- Admins in Zendesk only see Complete once Salesforce has approved the CR.
40+
41+
### Screenshots
42+
43+
**Request Approval:**
44+
45+
![Approve Process - Request Approval](/images/platgovsalesforce/integrations/zendesk/Approve_Process_-_Request_Approval.webp)
46+
47+
**Users should continue the approval process in Salesforce:**
48+
49+
![Change Request View](/images/platgovsalesforce/integrations/zendesk/Change_Request_View.webp)
50+
51+
52+
## c. No Approval Needed
53+
54+
- No formal approval is required.
55+
- Admins can Push the CR directly from Zendesk.
56+
- Complete is available after the Push or once marked Approved.
57+
58+
### Screenshots
59+
60+
**Push:**
61+
62+
![Approval Process - Push](/images/platgovsalesforce/integrations/zendesk/Approval_Process_-_Push.webp)
63+
64+
**Complete:**
65+
66+
![Approval Process - Complete](/images/platgovsalesforce/integrations/zendesk/Approval_process_-_Complete.webp)
67+
68+
After completing the Change Request you will see the record in a complete status:
69+
70+
![Approval Process - After Complete](/images/platgovsalesforce/integrations/zendesk/Approval_process_-_After_Complete.webp)
71+
72+
# Governance Elements
73+
74+
The following elements may require approval based on governance policies in Salesforce:
75+
76+
- **Change Requests (CRs)**: each Zendesk ticket generates a CR.
77+
- **Customizations**: fields, objects, workflows, validations, and other metadata.
78+
- **Data Records**: configuration data critical to business processes.
79+
- **Policies**: define whether changes require approval.
80+
81+
# End-to-End Flow Diagrams
82+
83+
The approval flow varies depending on the configuration:
84+
85+
- **Approval in Zendesk**: Complete workflow handled within Zendesk
86+
87+
```mermaid
88+
flowchart TD
89+
A[Draft]
90+
B[Pending Approval]
91+
C[Approved]
92+
D[Rejected]
93+
E[Completed]
94+
95+
%% Actions
96+
A -.->|"🔵 Request Approval<br/>(Operator)"| B
97+
B -.->|"✅ Approve<br/>(Administrator)"| C
98+
B -.->|"❌ Reject<br/>(Administrator)"| D
99+
C -.->|"✔️ Complete<br/>(Administrator)"| E
100+
101+
style A fill:#f9f,stroke:#333,stroke-width:2px
102+
style B fill:#bbf,stroke:#333,stroke-width:2px
103+
style C fill:#bfb,stroke:#333,stroke-width:2px
104+
style D fill:#fbb,stroke:#333,stroke-width:2px
105+
style E fill:#bbb,stroke:#333,stroke-width:2px
106+
```
107+
- **Approval in Salesforce**: Initial request in Zendesk, approval in Salesforce
108+
109+
```mermaid
110+
flowchart TD
111+
A[Draft]
112+
B[Pending Approval]
113+
C[Approved]
114+
D[Rejected]
115+
E[Completed]
116+
117+
%% Zendesk Actions
118+
A -.->|"🔵 Request Approval<br/>(Operator - Zendesk)"| B
119+
C -.->|"✔️ Complete<br/>(Administrator - Zendesk)"| E
120+
121+
%% Salesforce Process
122+
B -.->|"⚙️ Approval Process<br/>(In Salesforce)"| C
123+
B -.->|"⚙️ Approval Process<br/>(In Salesforce)"| D
124+
125+
style A fill:#f9f,stroke:#333,stroke-width:2px
126+
style B fill:#bbf,stroke:#333,stroke-width:2px
127+
style C fill:#bfb,stroke:#333,stroke-width:2px
128+
style D fill:#fbb,stroke:#333,stroke-width:2px
129+
style E fill:#bbb,stroke:#333,stroke-width:2px
130+
```
131+
132+
- **No Approval Needed**: Direct push without approval requirements
133+
134+
```mermaid
135+
flowchart TD
136+
A[Draft]
137+
B["Pushed (Approved)"]
138+
C[Completed]
139+
D[Operator]
140+
141+
%% Actions
142+
A -.->|"🚀 Push<br/>(Administrator)"| B
143+
B -.->|"✔️ Complete<br/>(Administrator)"| C
144+
145+
%% Operator limitation
146+
D -.->|"🚫 No actions available"| A
147+
148+
style A fill:#f9f,stroke:#333,stroke-width:2px
149+
style B fill:#fd7,stroke:#333,stroke-width:2px
150+
style C fill:#bbb,stroke:#333,stroke-width:2px
151+
style D fill:#eee,stroke:#333,stroke-width:2px,stroke-dasharray: 5 5
152+
```

‎docs/platgovsalesforce/integrations/zendeskintegration/zendesk_integration.md‎

Lines changed: 151 additions & 0 deletions
Original file line numberDiff line numberDiff line change
@@ -0,0 +1,151 @@
1+
---
2+
title: Platform Governance for Salesforce - Zendesk Integration
3+
---
4+
5+
# Overview
6+
7+
Platform Governance for Salesforce's Change Management capabilities are integrated with Zendesk, one of the most popular customer service and issue ticketing systems. Customers are able to look for and include Salesforce Customizations, assess impacts for requested changes, and push Zendesk change tickets into a Change Request. This enables easy management of changes, seamless tracking of compliant changes and automating the reconciliation of change logs during an audit.
8+
9+
User benefits include:
10+
11+
- Avoid duplicate effort of creating tickets in two different systems.
12+
- Pull Customizations into Zendesk for scope of changes.
13+
- Perform impact analysis assessment.
14+
- Approve requests in either Zendesk or Salesforce.
15+
- Automatic ticket reconciliation between Zendesk and Salesforce.
16+
- Enable automatic synchronization of Zendesk and Salesforce change tickets.
17+
18+
# Prerequisites
19+
20+
- Salesforce org with Platform Governance (FLODocs) package installed
21+
- Zendesk account with admin access
22+
- Consumer Key and Consumer Secret from Salesforce Connected App
23+
- Platform Governance for Salesforce Zendesk App installed from Marketplace
24+
25+
To set up the Zendesk integration:
26+
27+
1. Install the App
28+
2. Set up Approvals
29+
30+
## Install the App
31+
32+
Here are the steps to install the Zendesk app. You must have **Admin** privileges to install the app.
33+
34+
1. Open your Zendesk dashboard.
35+
2. Click the **Admin** icon in the left panel.
36+
3. Navigate to **Apps and integrations** > **Zendesk Support apps** > **Marketplace**.
37+
![Zendesk App Menu](/images/platgovsalesforce/integrations/zendesk/Zendesk_Apps_Menu.webp)
38+
4. Search for **Platform Governance for Salesforce**.
39+
5. Click **Platform Governance for Salesforce** when it is displayed.
40+
6. Click **Install**. When installation is complete, you are prompted to sign in to your Zendesk dashboard to continue.
41+
7. Click the **Admin** icon in the left panel.
42+
8. Navigate to **Apps and integrations** > **Zendesk Support apps**.
43+
9. Hover on the **Platform Governance for Salesforce** tile to access the **Settings** menu.
44+
![Zendesk App Menu](/images/platgovsalesforce/integrations/zendesk/App_Change_Setting.webp)
45+
10. Click **Change settings**.
46+
47+
![Set up the Platform Governance for Salesforce Zendesk app](/images/platgovsalesforce/integrations/zendesk/App_Setup.webp)
48+
49+
- **Title**: the name associated with the app. The default is **Platform Governance for Salesforce**.
50+
- **Consumer Key**: Enter the Consumer Key from your Salesforce Connected App.
51+
- **Consumer Secret**: Enter the Consumer Secret from your Salesforce Connected App.
52+
- **Sandbox**: Check this option if connecting to a Salesforce sandbox org.
53+
54+
:::note
55+
OAuth authentication is required by Salesforce. You need to create a Connected App in Salesforce first:
56+
1. Go to https://test.salesforce.com/ for sandbox or https://login.salesforce.com/ for production.
57+
2. Navigate to Setup > Apps > App Manager > New Connected App.
58+
![New Connected App](/images/platgovsalesforce/integrations/zendesk/New_Connected_App.webp)
59+
3. Fill in the required fields and enable API (Enable OAuth Settings).
60+
4. Set the Callback URL: https://server-sf.herokuapp.com/auth/handle_decision.
61+
5. Select OAuth Scopes: 'api, web, refresh_token'.
62+
![New Connected App OAuth](/images/platgovsalesforce/integrations/zendesk/New_Connected_App_OAuth.webp)
63+
6. Save the new app.
64+
7. In App Manager, open the app > Manage > Edit policies:
65+
- OAuth Policies: Relax IP restrictions.
66+
- Refresh Token Policy: 'Refresh token is valid until revoked'.
67+
![Connected App Policy](/images/platgovsalesforce/integrations/zendesk/Connected_App_Policy.webp)
68+
69+
8. Copy the Consumer Key and Consumer Secret for use in the Zendesk app configuration.
70+
71+
Only administrators can view the **Consumer Key** and **Consumer Secret** information.
72+
:::
73+
74+
- **Enable role restrictions**: Check this option to restrict access to the app based on roles. Enter the roles allowed to access the app.
75+
- **Enable group restrictions**: Check this option to restrict access to the app based on group membership. Enter the groups allowed to access the app.
76+
77+
11. Click **Install**. The Consumer Key and Secret information is hidden when it is saved.
78+
79+
### Authorize Salesforce Connection
80+
81+
:::note Admin Only
82+
This step is only for Zendesk Admins.
83+
:::
84+
85+
After installation, you need to authorize the connection to Salesforce:
86+
87+
1. Click the new **Platform Governance for Salesforce** icon in the left panel.
88+
1. Click the **Salesforce Credentials** option.
89+
2. Click the **Login** button.
90+
91+
![Admin Panel OAuth](/images/platgovsalesforce/integrations/zendesk/Admin_Panel_Oauth.webp)
92+
93+
3. A popup window will open redirecting to Salesforce's OAuth 2.0 authorization screen.
94+
4. Log in with your Salesforce credentials.
95+
5. You will be asked to authorize Platform Governance for Salesforce to access data in your org.
96+
6. Once authorized, the app securely stores the access and refresh tokens and links the Salesforce org with Zendesk.
97+
98+
![Auth Succesfull](/images/platgovsalesforce/integrations/zendesk/Auth_Succesfull.webp)
99+
100+
# Set up Approvals
101+
102+
:::note Admin Only
103+
This step is only for Zendesk Admins.
104+
:::
105+
106+
After you install the Zendesk app, set up the approvals.
107+
108+
Click the new Platform Governance for Salesforce icon in the left panel. The Group Configurations page opens.
109+
110+
Enter the group and approval information:
111+
112+
- **Allow these Zendesk groups to request approval**: one or more groups who can request approval for a change request. Select a group from the drop down list. Click +. Repeat as needed.
113+
- **Allow these Zendesk groups to approve**: one or more groups who can approve a change request. Select a group from the drop down list. Click +. Repeat as needed.
114+
- **Approval process**: select the approval process to use:
115+
- **Approval in Zendesk**: Approvals managed directly in Zendesk.
116+
- **Approval in Salesforce**: Approval continues in Salesforce.
117+
- **No Approval Needed**: Direct push of changes without approval.
118+
119+
![Admin Panel Configuration](/images/platgovsalesforce/integrations/zendesk/Admin_Panel_configuration.webp)
120+
121+
# Using the App in Tickets
122+
123+
In the ticket sidebar, the Platform Governance app displays CR information, action buttons, and accordions for existing/proposed customizations and data records. External links to Impact Analysis and Document Requirements (DRD) in Salesforce are also available.
124+
125+
:::note
126+
The integration will only appear in the ticket sidebar once the Zendesk ticket has been created.
127+
:::
128+
129+
![Integration After Create Zendesk Ticket](/images/platgovsalesforce/integrations/zendesk/1_See_integration_after_create_a_zendesk_ticket.webp)
130+
131+
# Approval Flow
132+
133+
The approval flow depends on the selected approval process:
134+
135+
## Approval in Zendesk
136+
- Operators can Request Approval when CR is in Draft.
137+
- Admins can Approve or Reject when CR is Pending Approval.
138+
- Admins can Complete when CR is Approved.
139+
140+
## Approval in Salesforce
141+
- Operators can Request Approval, which moves the process to Salesforce.
142+
- Admins only see Complete once Salesforce approves.
143+
144+
## No Approval Needed
145+
- Admins can Push the change request directly.
146+
- Complete becomes available once approved/pushed.
147+
148+
# Troubleshooting
149+
150+
- **Buttons not visible**: Verify group configuration and approval process.
151+
- **Authentication errors**: Token expired; re-login from configuration page.

0 commit comments

Comments
 (0)