Provisioning
The Zendesk SaaS connector supports provisioning, allowing you to create and manage accounts and entitlements in Zendesk directly from SailPoint.
Prerequisite: Your system is configured for provisioning.
When SailPoint provisions new accounts to the source, it uses the attributes on the Create Account page as instructions or a template for what to include in the account. This page is also referred to as the provisioning policy.
When new access is granted on a source where a user does not already have an account, SailPoint automatically includes account creation in the provisioning. This applies whether provisioning is started from an access request or from an automated role or lifecycle state assignment.
For direct-connect sources, SailPoint automatically creates the account from this configuration. If the source is not configured as a direct-connect source, SailPoint creates and assigns a provisioning task to the source owner and includes the values for the source owner to use in manually creating the account.
Important
This section describes the default Create Account configuration. SailPoint recommends that you work with Services to define a provisioning configuration specific to your company's needs. Be sure to verify large changes to the provisioning policy before implementation. Failure to do so might cause provisioning to fail.
Default Create Account Attributes
The following table shows how account attributes are used to create a profile for new Zendesk accounts:
| Account Attribute | Type | Generator | Description |
|---|---|---|---|
| name | String | Identity Attribute - SailPoint User Name | The name of the user as taken from the SailPoint User Name |
| String | Identity Attribute - Work Email | The email address of the user as taken from the Work Email | |
| verified | Boolean | Disable | To confirm the email address without ownership confirmation from the user, this can be set to Static with true as the value. |
| details | String | Disable | This is an attribute for details that you want to record about the user. For example, you can add an address. |
| notes | String | Disable | This is an attribute for the notes you want to record |
| role | String | Disable | The role of the user. Possible values are: end-user, agent, and admin. Default is end-user. |
| custom_role_id | Integer | Disable | The ID of the custom agent role. While creating a user with an agent role (without the custom_role_id value), the user gets created as a Legacy Agent. A new role in the admin center of Zendesk support must be assigned to this Legacy Agent. The Legacy Agent is a transitory role that includes all the agents that need roles to be assigned. This role will be null and ineffective after all its members have been assigned other roles. |
Additional Information
Custom Attribute Support
The Zendesk SaaS supports adding a custom attribute in the schema and supports provisioning of a custom attribute. The Discover Schema option for accounts and organizations will fetch those attributes and user_field_, organization_fields_ value gets appended before custom attributes respectively.
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