# SailPoint Zendesk Connector Documentation > Zendesk Connector Documentation # Documentation # Connecting SailPoint and Zendesk To connect SailPoint with Zendesk, perform the following tasks: ## Adding the Source in SailPoint To connect to SailPoint, perform the following steps. Once the connection is made, you can configure it to meet your company's needs. > [!IMPORTANT] > > By default, the provisioning feature is **disabled**, and the connector only supports read-only operations. To support provisioning operations, you must manually enable the feature in the source configuration. **To configure a new source:** 1. Sign in to SailPoint. 2. Go to **Admin \> Connections \> Sources**. 3. Select **Create New**. 4. Search for the connector by entering the name in the search box, and then select **Actions**. 5. In the **Actions** dropdown list, select the setup method: - [**Express Setup**](<#configuring-a-source-using-express-setup>) - Quickly create a read-only connection to your target system by providing minimal configurations and authentication. On completion, aggregation is automatically started. > **Note** > > Express Setup supports Credential Providers. For information on supported credential providers and configuration, refer to [Credential Providers](). For more information, contact your SailPoint Customer Service Manager. - [**Standard Setup**](<#configuring-a-source-using-standard-setup>) - Provide detailed basic configuration to create the source. Once the source is created, continue with source setup. ### Configuring a Source Using Express Setup Express Setup minimizes the initial configuration process so you can quickly connect the application and immediately begin aggregating user account and entitlement data. 1. Review the directions and select **Start Express Setup**. 2. Review the pre-populated **Source Name**, **Source Owner**, and **Description**. To update, select **Edit**. > **Note** > > The source name must be unique. You can change these settings later in the source configuration. 3. Select **Virtual Appliance**. A virtual appliance is a Linux-based virtual machine that connects to your sources and apps using SailPoint APIs, connectors, and integrations. For more information about configuring and deploying virtual appliances, refer to [SailPoint Virtual Appliances](). 4. (Optional) If enabled for your organization, select the **Use a Credential Provider** checkbox to manage the source's authentication using a credential provider. > **Note** > > To add a Credential Provider in SailPoint, go to **Admin \> Connections \> Credential Providers**. For more information about credential providers, refer to [Credential Providers](). 5. Configure the authentication to allow SailPoint to connect to the source. For more information, refer to the **Connection Settings** section. 6. Select **Finish**. After a successful test connection, the system creates your source and prompts you to run an aggregation. - If you want to aggregate now, select **Aggregate**. - To see the latest account aggregation history, go to **Account Management \> Account Aggregation**. - To see the list of aggregated source accounts, go to **Account Management \> Accounts**. - If you want to aggregate later, select **Exit**. This returns you to the **Sources** page. Your new source is listed, but contains no accounts or aggregation history yet. ### Configuring a Source Using Standard Setup Use Standard Setup to configure the connector for full feature support. 1. In the **Source Name** field, enter a unique and descriptive name for your source. Source names cannot exceed 128 characters. 2. In the **Description** field, provide additional details about the source to help distinguish it from similar sources. This field allows a maximum of 2,000 characters. 3. In the **Source Owner** field, begin typing the name of an owner. Matches appear after you type two or more letters. For more information, refer to [Assigning a Source Owner](). 4. Under **Connection Type**, select **Direct Connection** or **Flat File**. - **Direct Connection** - A direct connection fetches data from the **Virtual Appliance Cluster** you choose as the application connector for the source. A direct connection configuration allows for real-time updates. For more information about configuring and deploying virtual appliances, refer to the [Virtual Appliance Reference Guide](). - **Flat File** - Select the flat file if no connector is available, or if another system restricts the connection. This option allows only reading and aggregating data as a generic/delimited application. Provisioning activity is unsupported, and additional configuration pages like connection settings and aggregation settings are unavailable. 5. If you selected **Direct Connection**, in **Virtual Appliance Cluster**, select the virtual appliance cluster that will be used as the application connector for the source. 6. (Optional) Select a governance group to grant its members [source]() or [role]() sub-admin level oversight of the source and its access. For more information, refer to [Creating and Managing Governance Groups](). 7. If this source represents a primary system containing your organization's personnel records, select the **Authoritative Source** checkbox. For more information, refer to [Creating Identity Profiles](). 8. Select **Continue**. The source is created, and you are navigated to the **Source Setup \> Base Configuration** page. Continue to configure your connected source there. ## Base Configuration Provide the base configuration parameters. Information you entered in the Create New Source dialog is automatically entered into the fields in the Base Configuration page. You can edit this information if necessary. 1. Enter a unique name and description for the source. 2. In the **Source Owner** dropdown list, select the identity that owns this source. - To find a source owner, begin entering their name. 3. In the **Virtual Appliance Cluster** dropdown list, select the virtual appliance to use when communicating with your organization's systems. For more information, refer to [SailPoint Virtual Appliances](). 4. (Optional) If enabled for your organization, select the **Use a Credential Provider** checkbox to manage the source's authentication using a credential provider. > **Note** > > To add a credential provider, go to **Admin \> Connections \> Credential Providers**. For more information about credential providers, refer to [Credential Providers](). 5. Configure the authentication to allow SailPoint to connect to the source. Refer to [Connection Settings](<#connection-settings>) for more information. 6. (Optional) In the **Governance Group for Source Management** dropdown list, select a governance group to associate with this source. For more information about governance groups, refer to [Associating Governance Groups with a Source](). 7. (Optional) Choose whether to enable or disable provisioning for the source. Provisioning is disabled by default. - **Enable Provisioning** - Set the toggle to **Enabled** to allow the source to create, update, and deactivate accounts in the connected source system. - **Disable Provisioning** - Set the toggle to **Disabled** to disable provisioning for the source. Disabling provisioning will prevent the creation, updating, or deactivating of accounts on this source. 8. Select **Save**. ## Connection Settings Provide the information required to connect to the Zendesk instance based on the selected **Authentication Type**. The following Authentication Types are supported: - Basic - OAuth 2.0 - Bearer ### Basic Authentication > [!NOTE] > > **Screenshot** > > [![Zendesk connection settings with Basic authentication selected]()]() 1. In Host URL, enter the base URL of the Zendesk instance. 2. Select **Basic** as the **Authentication Type**. 3. Enter the **Email Address** of the Zendesk instance administrator account to use. Append the email address with `/token`. 4. Enter the **Password** associated with the specified email address. 5. Select **Save**. ### OAuth 2.0 Authentication > [!NOTE] > > **Screenshot** > > [![Zendesk connection settings with the Password grant type selected]()]() 1. In Host URL, enter the base URL of the Zendesk instance. 2. Select **OAuth 2.0** as the **Authentication Type**. 3. Enter the **Email Address** and associated Password. 4. Select **Password** as the **Grant Type**. 5. Enter the **Token URL** for generating the access token. 6. Enter the **Client ID** and associated **Client Secret** for OAuth 2.0 authentication. 7. Select **Save**. ### OAuth 2.0 with Client Credentials Grant Type > [!NOTE] > > **Screenshot** > > [![Zendesk connection settings with the Client Credentials grant type selected]()]() 1. In **Host URL**, enter the base URL of the Zendesk instance. 2. Select **OAuth 2.0** as the **Authentication Type**. 3. Select **Client Credentials** as the **Grant Type**. 4. Enter the **Token URL**. For example, `https://.zendesk.com/oauth/tokens`. 5. Enter the **Client ID** and **Client Secret**. 6. Select **Save**. > [!NOTE] > > Zendesk will deprecate the **Password** grant after April 2027. SailPoint recommends using **Client Credentials**. ### Bearer Authentication > [!NOTE] > > **Screenshot** > > [![Zendesk connection settings with Bearer authentication selected]()]() 1. In Host URL, enter the base URL of the Zendesk instance. 2. Select **Bearer** as the **Authentication Type**. 3. Enter the **Bearer Token** used for authentication. For more information, refer to [Generating a new Access Token]() in Zendesk documentation. 4. Select **Save**. ## Aggregation Settings For more information about aggregation, refer to [Loading Account Data](). > [!NOTE] > > **Screenshot** > > [![alt text]()]() 1. In Account Filter, enter the query used to retrieve a subset of accounts during aggregation. To aggregate accounts based on a single role, use this filter: `role={role name}`. For example, `role[]=admin`. To aggregate accounts based on multiple roles, use this filter: `role[]={role name}&role[]={role name}`. For example, `role[]=admin&role[]=agent`. To aggregate accounts based on a custom role, use this filter: `permission_set={role_id of custom role}`. 2. Enter the **Page Size**, which is the number of records to be fetched per page. The default is 100. 3. Select **Save**. ### Advanced Settings > [!NOTE] > > **Screenshot** > > [![alt text]()]() 1. In Maximum Retry Count, enter the number of retry requests. 2. In Retry After Seconds, enter the time-span after which the retry will be executed. 3. Enter the **Aggregation Timeout** and **Provisioning Timeout** values in seconds. 4. Select **Enable Group Caching** to use the caching for groups. > **Caution** > > If caching is enabled, it may impact the aggregation execution time. 5. Select **Enable Organization Caching** to use the caching for organizations. 6. Select **Save**. ## Activity Insights Settings SailPoint pulls in activity data in the form of events like user logins, password changes, and content updates within the application. You can view an identity’s activity data within an application to discover trends for that user. > [!IMPORTANT] > > Contact your SailPoint Customer Success Manager (CSM) for more information on Activity Insights. For more information on utilizing activity data, refer to [Activity Insights](). Activity Insights Settings allows you to gather account information and activity data from Zendesk. To enable Activity Insights for the Zendesk application, refer to [Prerequisites]() for more information. To configure Activity Insights, complete the following: > [!NOTE] > > **Screenshot** > > [![Activity Insights Settings]()]() 1. Go to **Activity Insights Settings**. 2. Select **Enable Activity Insights** to view access to data insights on source and application activity such as logins and other app-specific events. 3. Select **Save**. ## Review and Test Perform a test to confirm the connection to SailPoint. 1. Go to **Review and Test**. 2. Confirm that the entries in each field are correct. If you note any mistakes, return to the section and make corrections. 3. Select **Test Connection**. ## SailPoint Application Onboarding SailPoint application onboarding enables you to easily onboard new applications and create sources following the successful onboarding of a discovery source. To use this feature, continue to **Discovered Applications** in the SailPoint user interface. For more information, refer to [Application Onboarding]() in the SailPoint SaaS documentation. # Integrating SailPoint with Zendesk SailPoint's Zendesk connector is used to manage Zendesk user accounts. This guide is designed to provide the information required to configure a working instance. After it is successfully configured, your organization will be able to aggregate and provision accounts for Zendesk user accounts. > [!NOTE] > > To view the latest features, enhancements, and fixes for all SaaS connectors, refer to the [SaaS Release Notes]() page. ## Supported Features The Zendesk connector supports the following features: - Aggregate Zendesk users and groups - Provision Zendesk users - \*Certification - \*Password Management - Delete Account For more information on features, refer to [Source Features](). > [!NOTE] > > Before you can use any item marked with an asterisk (\*), SailPoint must activate the feature for your site. The Zendesk connector supports multiple group objects. The details of the features are: | Feature | Users | | --- | --- | | Aggregate | ✔ | | Create | ✔ | | Group Entitlements (Read, Request, Revoke) | Groups, Organizations, Custom Agent Role | | Password Management | ✔ | ### Group Entitlements Group Entitlements are the entitlement types for which SailPoint provides the ability to aggregate additional details (of these entitlement types) from the managed system. These objects have a separate schema defining list of attributes. The aggregation task fetches the attributes as additional details when aggregation is run for that group entitlement type. | Feature | Groups | Organizations | Custom Agent Role | | --- | --- | --- | --- | | Aggregation | ✔ | ✔ | ✔ | ### Activity Insights Activity Insights supports activity from Zendesk and its associated accounts. This allows you to gather account information and activity data from Zendesk. > [!IMPORTANT] > > Contact your SailPoint Customer Success Manager (CSM) for more information on Activity Insights. For more information on configuring Activity Insights, refer to Activity Insights Settings. ### Password Management If Password Management is enabled for your organization, you can change the password for a user of the source. After enabling password management on the source, be aware of the following: - The password policy defined in SailPoint applies to accounts on this source. - If you change the password for an application connected to this source, the change will automatically be made to the source itself. For more information on configuring password management, refer to [Password Management Overview](). ## Supported Managed Systems The Zendesk connector supports the Zendesk Cloud application as configured. Ensure that an appropriate plan is activated in the Zendesk instance. ## Prerequisites - Configure at least one virtual appliance cluster and successfully test the connection. For instructions, refer to the [Virtual Appliance Reference Guide](). You must set up a service account that has the administrator role to perform all the operations. If you want to use the Zendesk for read only operations, assign the agent role to the source service account with appropriate permission in the role for End-user profile access and View user profile lists on the Zendesk system. ### For Basic Authentication - Set the Password Access or Token Access as Enabled in the Zendesk API admin configuration. ### For OAuth 2.0 Authentication - Set the Password Access as Enabled in the Zendesk API admin configuration. - Create a new OAuth client by providing the Client Name in the Zendesk API admin configuration. - Use the same Client Name for the Client ID and generated Client Secret on your Zendesk application. - The Client Secret is visible in the Zendesk managed system only during the creation of the OAuth client. For the most up-to-date information about performing tasks in Zendesk, refer to the [Zendesk documentation](). ### Enable Password or Token Access Follow the following steps to enable password or token access: 1. In Zendesk Support, select **Admin \> Channels \> API**. 2. In the **Settings** tab, enable Password Access or Token Access. ### Create OAuth Client Follow the following steps to create OAuth client: 1. In Zendesk Support, select **Admin \> Channels \> API**, and then select the **OAuth clients** tab. 2. Select the plus icon **(+)** located beside the client list. 3. Complete the following fields to create a client: - **Client Name**: Enter a name for your app. This is the name that users will see when asked to grant access to your application, and when they check the list of third-party apps that have access to their Zendesk. - **Description**: Optional. This is a short description of your app that users will see when asked to grant access to it. - **Company**: Optional. This is the company name that users will see when asked to grant access to your application. The information can help them understand who they're granting access to. - **Logo**: Optional. This is the logo that users will see when asked to grant access to your application. The image can be a JPG, GIF, or PNG. For best results, 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 you entered for your app. You can change it if you want. - **Redirect URLs**: Enter the URL or URLs that Zendesk should use to send the user's decision to grant access to your application. The URLs must be absolute and not relative, https (unless localhost or 127.0.0.1), and newline-separated. 4. Select **Save**. After the page refreshes, a new pre-populated Secret field appears on the lower side. This is the `client_secret` value specified in the OAuth2 spec. 5. Copy the **Secret** value to your clipboard and save it somewhere safe. > **Note** > > The characters may extend past the width of the text box, so make sure to select everything before copying. > **Important** > > For security reasons, your secret is displayed fully only once. After selecting **Save**, you'll only have access to the first nine characters. 6. Select **Save**. Use the unique identifier and the secret value in the source configuration. ## Administrator Permissions - The service account must have the administrator role to perform all the operations. > **Note** > > If the connector is used for read only operations, then the service account can be limited to an agent role with the appropriate permission in the role for End-user profile access and View user profile lists. # Using Multiple Group Entitlements For pre-existing Zendesk sources perform the following steps to start using the Multiple Group Entitlements with your current source. 1. Use the [createSchema]() API to create new group schema for your source. The following is an example for API body content for adding Project Roles to an existing source: ```json { "nativeObjectType": "organization", "identityAttribute": "id", "displayAttribute": "name", "hierarchyAttribute": null, "includePermissions": false, "features": [], "configuration": {}, "name": "organization", "attributes": [ { "name": "id", "type": "STRING", "schema": null, "description": "The ID of the organization.", "isMulti": false, "isEntitlement": false, "isGroup": false }, { "name": "name", "type": "STRING", "schema": null, "description": "A unique name for the organization.", "isMulti": false, "isEntitlement": false, "isGroup": false }, { "name": "details", "type": "STRING", "schema": null, "description": "Details about the organization, such as the address.", "isMulti": false, "isEntitlement": false, "isGroup": false }, { "name": "group_id", "type": "STRING", "schema": null, "description": "New tickets from users in this organization are automatically put in this group.", "isMulti": false, "isEntitlement": false, "isGroup": true }, { "name": "url", "type": "STRING", "schema": null, "description": "The API URL of the organization.", "isMulti": false, "isEntitlement": false, "isGroup": false }, { "name": "external_id", "type": "STRING", "schema": null, "description": "A unique external id to associate organizations to an external record.", "isMulti": false, "isEntitlement": false, "isGroup": false }, { "name": "created_at", "type": "STRING", "schema": null, "description": "The creation time of the organization.", "isMulti": false, "isEntitlement": false, "isGroup": false }, { "name": "updated_at", "type": "STRING", "schema": null, "description": "The last update time of the organization.", "isMulti": false, "isEntitlement": false, "isGroup": false }, { "name": "domain_names", "type": "STRING", "schema": null, "description": "An array of domain names associated with this organization.", "isMulti": true, "isEntitlement": false, "isGroup": false }, { "name": "notes", "type": "STRING", "schema": null, "description": "Notes about the organization.", "isMulti": false, "isEntitlement": false, "isGroup": false }, { "name": "shared_tickets", "type": "BOOLEAN", "schema": null, "description": "End users in this organization are able to see each other's tickets.", "isMulti": false, "isEntitlement": false, "isGroup": false }, { "name": "shared_comments", "type": "BOOLEAN", "schema": null, "description": "End users in this organization are able to see each other's comments on tickets.", "isMulti": false, "isEntitlement": false, "isGroup": false }, { "name": "tags", "type": "STRING", "schema": null, "description": "The tags associated with the organization.", "isMulti": true, "isEntitlement": false, "isGroup": false } ] }, { "nativeObjectType": "customAgentRole", "identityAttribute": "id", "displayAttribute": "name", "hierarchyAttribute": null, "includePermissions": false, "features": [], "configuration": {}, "name": "customAgentRole", "attributes": [ { "name": "id", "type": "STRING", "schema": null, "description": "The ID of the custom role.", "isMulti": false, "isEntitlement": false, "isGroup": false }, { "name": "name", "type": "STRING", "schema": null, "description": "The name of the custom role.", "isMulti": false, "isEntitlement": false, "isGroup": false }, { "name": "description", "type": "STRING", "schema": null, "description": "The description of the custom role.", "isMulti": false, "isEntitlement": false, "isGroup": false }, { "name": "role_type", "type": "STRING", "schema": null, "description": "Type of custom role.", "isMulti": false, "isEntitlement": false, "isGroup": false }, { "name": "created_at", "type": "STRING", "schema": null, "description": "The creation time of the custom role.", "isMulti": false, "isEntitlement": false, "isGroup": false }, { "name": "updated_at", "type": "STRING", "schema": null, "description": "The last update time of the custom role.", "isMulti": false, "isEntitlement": false, "isGroup": false } ] } ``` 2. Update the account schema with the following steps: 1. Get the account schema using [getSchema]() API. 2. Copy the schema to a file and search for the attribute corresponding to the group schema that is added in step 1. 3. Add/update the below two properties for the attribute found in step 2.b. ```text "isGroup": true, "schema": {"type": "CONNECTOR_SCHEMA","id": "","name": ""} ``` 4. Add the schema modified in step 2.c. to the payload to update the account schema in the source using [replaceSchema]() API. # Provisioning The Zendesk 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 | | email | 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 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. # Schema Reference The application schema is used to configure the objects returned from a connector. > [!NOTE] > > - The **Account Schema** tab is used to define the attributes for each object type in the application being configured. The schema attributes can be defined as **Entitlement** or **Multi-Valued**. Refer to [Managing Source Account Schemas]() for more information. > - The schema attributes that are not present by [default](<#default-account-schema>) must be defined as strings if not specified. The Zendesk connector uses the following default correlation and object configurations. ## Default Account Schema Each source supports a variety of details, or attributes, about each user who has an account, such as their name, email address, manager name, and location. The set of account attributes each source stores and how they're organized is known as the account's *schema*. To best represent your data, you can configure sources to use an account schema matching the one you use in the external connector. Refer to [Managing Source Account Schemas]() for more information. ### Default Account ID SailPoint requires that certain attributes remain in your configuration. These attributes are referred to as *account IDs*. > [!CAUTION] > > Changing the attribute marked as the account ID after aggregating accounts can result in duplicate accounts being created. To avoid this, either reset the accounts on this source before editing the account ID attribute or edit the account ID attribute before aggregating accounts. > > To resolve issues caused by changing account IDs, reconfigure them to their default values. The following table lists the default account IDs for this connector: | Account ID | Schema Object Type | | --- | --- | | id | Account | | id | Group | | id | organization | | id | customAgentRole | ### Default Account Attributes The Zendesk connector supports the following default account schema attributes and customer configurable attributes. The attributes must be defined as strings if not specified. | Attribute Name | Description | | --- | --- | | id | The ID of the user. This is an Account ID which must not be changed. | | name | The name of the user. | | email | The primary email address of the user.
This is the primary email address of the user if there is no other associated email address.
If there are multiple email addresses associated with the user, this is the email listed at the top of all email addresses. | | active | The active status of the user. Value is `false` if the user has been deleted. | | alias | An alias displayed to end users. | | chat\_only | Whether or not the user is a chat-only agent. | | created\_at | The creation time of the organization. | | custom\_role\_id | A custom role of the user. It can be associated with the user, if the user is an agent on the Enterprise plan. | | role\_type | The role ID of the user. | | details | Details about the user, such as the address. | | external\_id | A unique external id to associate organizations to an external record. | | last\_login\_at | The last time the user signed in to Zendesk Support. | | locale | The locale of the user.
A BCP-47 compliant tag for the locale. If both "locale" and "locale\_id" are present on create or update, "locale\_id" is ignored and only "locale" is used. | | locale\_id | The language identifier of the user. | | moderator | Designates whether the user has forum moderation capabilities. | | notes | Notes about the user | | only\_private\_comments | The value is `true` if the user can only create private comments. | | organization\_id | The ID of the user's organization.
If the user has more than one organization membership, it is the ID of the user's default organization. | | default\_group\_id | The ID of default group of the user. | | phone | The primary phone number of the user. | | shared\_phone\_number | Indicates if the phone number is shared or not. | | restricted\_agent | Indicates the restrictions of the agent as follows: false: admins and unrestricted agents
true: other agents | | role | The role of the user. Values: end-user, agent, or admin
For default agent roles (such as Advisor, Staff, Team Leader, and so on) present in Zendesk Support, those are populated as agent. | | shared | If the user is shared from a different Zendesk Support instance. | | shared\_agent | (*Applicable only for ticket sharing accounts*) If the user is a shared agent from a different Zendesk Support instance. | | signature | The signature of the user. Only agents and admins can have signatures. | | suspended | Indicates the suspension status of the agent. Tickets from suspended users are also suspended and these users cannot sign in to the end user portal. | | tags | (*Applicable only if tagging is enabled*) The tags of the user. | | ticket\_restriction | Specifies which tickets the user has access to. Values: organization, groups, assigned, requested, null | | time\_zone | The time zone of the user. | | iana\_time\_zone | The time zone database. | | two\_factor\_auth\_enabled | Indicates the enablement status of two factor authentication. | | updated\_at | The last update time of the organization. | | url | The API URL of the user. | | verified | Users identities verified. | | report\_csv | Indicates the access of the CSV report on the **Search** tab of the Reporting page in the Support admin interface. Only available on the Guide Professional plan. | | groups | List of all groups attach to user. | | organizations | List of all organizations attached to user. | ## Default Entitlement Attributes Entitlement attributes define the entitlements, such as groups or roles, that can be assigned to the managed system's user accounts. Refer to [Managing Entitlements]() for more information. > [!CAUTION] > > Changing the attribute marked as the Entitlement ID after aggregating accounts or entitlements can result in duplicate entitlements being created, or access profiles and roles breaking. To avoid this, edit the entitlement schema before performing any aggregations. ### Default Group Attributes The Zendesk connector also supports groups. The following attributes must be configured on the managed system and in the SailPoint source schema to manage groups. | Attribute Name | Description | | --- | --- | | id | The ID of the group. This is an Entitlement ID which must not be changed. | | name | The name of the group. | | url | The API URL of this group. | | description | The description of the group. | | default | If group is default for the account. | | deleted | Indicates the deleted groups. | | created\_at | The creation time the group. | | updated\_at | The last updated time of the group. | ### Default Organization Attributes | Attribute Name | Description | | --- | --- | | id | The ID of the organization. This is an Entitlement ID which must not be changed. | | name | A unique name for the organization. | | details | Details about the organization, such as the address. | | group\_id | New tickets from users in this organization are automatically put in this group. | | url | The API URL of the organization. | | external\_id | A unique external ID to associate organizations to an external record. | | created\_at | The creation time of the organization. | | updated\_at | The last update time of the organization. | | domain\_names | An array of domain names associated with this organization. | | notes | Notes about the organization. | | shared\_tickets | End users in this organization are able to see each other's tickets. | | shared\_comments | End users in this organization are able to see each other's comments on tickets. | | tags | The tags of the organization. | ### Default Custom Agent Role Attributes | Attribute Name | Description | | --- | --- | | id | The ID of the custom role. This is an Entitlement ID which must not be changed. | | name | The name of the custom role. | | description | The description of the custom role. | | role\_type | Type of custom role. | | created\_at | The creation time of the custom role. | | updated\_at | The last update time of the custom role. | # Migrate VA-based Source to a SaaS Source Some sources that are connected to virtual appliance (VA) clusters can be migrated to SaaS connections. This ensures data (users and entitlements) remain intact and can maintains your source configurations like access profiles, roles, password settings, and correlation configurations when switching from a VA cluster to a SaaS connection. To migrate a source from a VA-based source to a SaaS source, you will provide configuration details on a draft version of the source before publishing the source. > [!NOTE] > > - You must have an Admin or Source Admin user level to migrate a source. A draft version of the source is created. As your migration process is in progress the live source will continue to work as it is. For more information on the Zendesk SaaS connector, refer to the [Zendesk SaaS Supported Features](). ## Important Considerations Before Migrating - You do not need to edit additional configurations (other than connection credentials) to migrate the source. - If your source migration is in progress, please do not make any configuration changes to your live source as those can be overwritten once you apply the migration your draft version. - Once you've gone ahead with your migration, it can't be rolled back. Your source is permanently migrated to a SaaS source. - Any preview operations or configuration changes on the draft source will not impact the live source until you apply the migration. ## Migrating Sources To migrate your source, complete the following: 1. Go to **Admin \> Connections \> Sources**. 2. Select or edit the VA-based source you want to migrate. 3. Open the source configuration, and select **Migrate to SaaS**. 4. When prompted, select **Continue**. A draft version of the source is created. The live source will continue to work. 5. Select **Connection Settings**. 6. Re-enter encrypted configuration details. For example, you might need to re-enter the Client Secret, Password, Refresh Token, Personal Access Token (PAT), or Certificates to migrate from the VA cluster to the SaaS connection. > **Important** > > Avoid editing the other configuration options in the draft source. 7. Select **Review and Test**. 8. Select **Test Connection**. 9. (Optional) Select **Accounts**. If you successfully tested your connection in **Review and Test**, you can select **Preview** to display a subset of accounts from the application that will be mapped to SailPoint identities. This can help ensure you are accurately connecting identity data from the application with SailPoint identities. 10. (Optional) Select **Entitlements**. If you successfully tested your connection in **Review and Test** and your source type supports entitlement type configuration, you can select **Preview** to view a preview of entitlements using the current configuration settings. 11. When you've finished reviewing your changes and successfully tested your connection, select **Apply Migration**. Your changes will be applied to the live source and the draft source will be deleted. ## Viewing Source Migration Status You can view the status and creation date of draft sources. 1. Go to **Admin \> Connections \> Sources \> Source Migration Status**. 2. Select **Source Migration Status**. 3. To view or edit the draft source, select **Actions** ![]() **\> Preview** on the draft source. 4. To delete the draft source, select **Actions** ![]() **\> Delete** on the draft source. # Enable Connector Logging This topic provides the steps needed to enable logging on SailPoint using REST APIs. > [!NOTE] > > This topic only applies to VA-based integrations. > [!NOTE] > > The examples provided might not match your configuration. Use the logging levels and logging classes reference at the bottom of the topic to configure your API responses to match your connector. This process is broken up into four steps: 1. Identify the Virtual Appliance (VA) cluster on which you want to enable logging. 2. Get the logging configuration for the existing VA cluster. 3. Update the VA cluster to enable logging levels. 4. Observe logging changes to the logging levels. ### Identify the Virtual Appliance Cluster Select the VA on which you need to enable logging using REST API. If you already know the VA application's `id`, proceed to [Get the Logging Configuration](<#get-the-logging-configuration>). 1. Make the following call to the REST API to return a list of available VA clusters: GET /v3/managed-clusters The REST API returns a response that looks similar to the following: ```json [ { "id": "2c9180866166b5b0016167c32ef31a66", "name": "Development Cluster", "description": "Development Cluster", "clientType": "CCG", "ccgVersion": "373_535_70.2.0", "pinnedConfig": true, "logConfiguration": null }, { "id": "2c9180846a93ce60016ab29f039944de", "name": "Cloud Cluster", "description": "Cloud Cluster", "clientType": "CCG", "ccgVersion": "373_535_70.2.0", "pinnedConfig": true, "logConfiguration": { "clientId": null, "durationMinutes": 60, "expiration": "2020-12-15T19:13:36.079Z", "rootLevel": "DEBUG", "logLevels": { "sailpoint.connector.ADLDAPConnector": "DEBUG" } } } ] ``` > **Note** > > The previous example code shows two VA clusters. One VA cluster has a log configuration and the other does not (refer to the `logConfiguration` value in each returned VA cluster). This is because one of the clusters already has logging enabled. This is just an example configuration, and your environment may not have logging enabled on a cluster. 2. Identify the VA cluster that you want to enable logging on by its name or description and record its `id` attribute. ### Get the Logging Configuration Get your selected VA's cluster logging configuration and identify the values you need to update. 1. Make the following call to the REST API to return the VA cluster's logging configuration. Replace `{id}` with the VA cluster's `id` attribute value recorded earlier. GET /v3/managed-clusters/{id}/log-config - If the VA doesn't have a logging configuration currently set, it returns `204 No Content` as a response. - If the VA has an existing logging configuration, it returns something similar to the following: ```json { "clientId": null, "durationMinutes": 60, "expiration": "2020-12-15T19:13:36.079Z", "rootLevel": "DEBUG", "logLevels": { "sailpoint.connector.ADLDAPConnector": "DEBUG" } } ``` You'll need to configure the following information in the response: - `durationMinutes` is the number of minutes logging should remain enabled. - `rootLevel` is the default level for all logs. For more information, refer to [Logging Levels](<#logging-levels>). - `logLevels` is a map object with logging classes as keys and logging levels as values. - For keys, refer to [Logging Classes](<#logging-classes>) for commonly used logging classes. - For a list of available values, refer to [Logging Levels](<#logging-levels>). ### Update Logging Configuration Update the VA cluster configuration returned by the REST API to update the logging settings as needed. 1. Make the following call to the REST API to update the VA cluster's logging configuration. Replace `{id}` with the VA cluster's `id` attribute value recorded earlier. PUT /v3/managed-clusters/{id}/log-config 2. Submit your configuration changes to the REST API in a JSON body. - If the VA cluster did not already have a logging configuration and you received a `204 No Content` response, you can create a new one. - If the VA returned a configuration, you can edit it to include the changes. The JSON body should be as follows: ```json { "durationMinutes": 60, "rootLevel": "DEBUG", "logLevels": { "sailpoint.connector.ADLDAPConnector": "DEBUG" } } ``` Consider the following as you edit the JSON: - `durationMinutes` is the number of minutes logging should remain enabled. - `rootLevel` is the default level for all logs. For more information, refer to [Logging Levels](<#logging-levels>). - `logLevels` is a map object with logging classes as keys and logging levels as values. - For keys, refer to [Logging Classes](<#logging-classes>) for commonly used logging classes. - For a list of available values, refer to [Logging Levels](<#logging-levels>). If the update was successful, the REST API should return a response similar to the following: ```json { "clientId": null, "durationMinutes": 60, "expiration": "2020-12-15T19:13:36.079Z", "rootLevel": "DEBUG", "logLevels": { "sailpoint.connector.ADLDAPConnector": "DEBUG" } } ``` ### Observe Logging Changes Approximately five minutes after you update the configuration, the VA cluster starts generating log files you can review. You can view the log files in **ccg.log**. ### References The tables in this reference section list information that can be helpful when creating the JSON body you'll use to configure the VA cluster's configuration file. #### Logging Levels | Logging Level | Description | | --- | --- | | ERROR | Designates error events that might still allow the connector to continue. | | WARN | Designates potentially harmful situations. | | INFO | Designates information messages that highlight process at a coarse-grain level. | | DEBUG | Very verbose. Fine grain logging levels used for development and debugging. | | TRACE | Most verbose. Finer grain logging levels than debugging. | #### Logging Classes | Connector | Logging Class | | --- | --- | | Active Directory | sailpoint.connector.ADLDAPConnector sailpoint.connector.LDAPConnector | | AIX | openconnector.connector.unix.AIXConnector openconnector.connector.unix.UnixConnector | | Amazon Web Services | logger.aws.name=openconnector.connector.aws logger.aws.level=trace logger.aws.additivity = false logger.aws.appenderRef.rolling.ref = STDOUT | | Atlassian Suite Cloud | sailpoint.connector.OpenConnectorAdapter openconnector.connector.atlassian.AtlassianConnector | | Atlassian Data Center | sailpoint.connector.OpenConnectorAdapter openconnector.connector.atlassian.AtlassianDataCenterConnector | | Microsoft Entra ID | sailpoint.connector.AzureADConnector | | Box | openconnector.connector.BoxNetConnector sailpoint.connector.OpenConnectorAdapter | | Cerner | openconnector.connector.CernerConnector sailpoint.connector.OpenConnectorAdapter | | Delimited File | logger.DelimitedFileConnector.name = sailpoint.connector.DelimitedFileConnector logger.DelimitedFileConnector.level = debug logger.DelimitedFileConnector.additivity = false logger.DelimitedFileConnector.appenderRef.rolling.ref = STDOUT | | Dropbox | openconnector.connector.DropBoxConnector sailpoint.connector.OpenConnectorAdapter | | Epic | openconnector.connector.EPICConnector sailpoint.connector.OpenConnectorAdapter | | GE Centricity | openconnector.connector.GECentricity sailpoint.connector.OpenConnectorAdapter | | Google Apps / G Suite | openconnector.connector.GoogleAppsDirect sailpoint.connector.OpenConnectorAdapter | | IBM i | openconnector.connector.IBMiConnector | | Lotus Domino | sailpoint.connector.LotusDomino | | JDBC | sailpoint.connector.JDBCConnector | | Sun One LDAP | sailpoint.connector.LDAPConnector | | Linux | openconnector.connector.unix.LinuxConnector sailpoint.connector.OpenConnectorAdapter sailpoint.connector.UnixConnector | | Microsoft Office365 | sailpoint.connector.Office365Connector | | Microsoft SQL Server | sailpoint.connector.mssql.serviceimpl.MSSQLServerConnectorV2 | | Okta | logger.openconnector.name = openconnector.connector.okta.OktaConnector logger.openconnector.level = debug logger.openconnector.additivity = false logger.openconnector.appenderRef.rolling.ref = STDOUT | | Oracle Database | sailpoint.connector.OracleDBConnector sailpoint.connector.JDBCConnector | | Oracle E-Business | sailpoint.connector.OracleEBSConnector sailpoint.connector.JDBCConnector | | Oracle Fusion HCM | openconnector.connector.oraclefusionhcm.OracleFusionHCMConnector sailpoint.connector.OpenConnectorAdapter | | Oracle HCM Cloud | sailpoint.connector.oraclehcmcloud.OracleHCMCloudConnector | | Oracle HRMS | sailpoint.connector.OracleAppsHRMSConnector sailpoint.connector.JDBCConnector | | Oracle Netsuite | openconnector.connector.netsuite.NetsuiteConnector | | PeopleSoft ERP | openconnector.connector.PeopleSoftConnector sailpoint.connector.OpenConnectorAdapter | | PeopleSoft HRMS | sailpoint.connector.PeopleSoftHRMSConnector | | RemedyForce | sailpoint.connector.ForceConnector | | RSA Authentication Manager | openconnector.connector.RSAConnector openconnector.connector.rsa.RSAHTTPClient sailpoint.connector.OpenConnectorAdapter | | Salesforce | sailpoint.connector.ForceConnector | | SAP Concur | openconnector.connector.sapconcur.SAPConcurConnector | | SAP - Direct | sailpoint.connector.SAPConnector sailpoint.connector.SAPInternalConnector | | SAP GRC | logger.SAPGRCConnector.name = sailpoint.connector.sapgrc logger.SAPGRCConnector.level = debug logger.SAPGRCConnector.additivity = false logger.SAPGRCConnector.appenderRef.rolling.ref = STDOUT | | SAP HR/HCM | sailpoint.connector.SAPHRInternalConnector | | SCIM 1.1 | openconnector.connector.SCIMConnector sailpoint.connector.OpenConnectorAdapter | | SCIM 2.0 | openconnector.connector.scim2.SCIM2Connector sailpoint.connector.OpenConnectorAdapter | | ServiceNow | openconnector.connector.servicenow.ServiceNowConnector openconnector.connector.servicenow.ServiceNowRestClient sailpoint.connector.OpenConnectorAdapter | | ServiceNow Service Desk Integration | openconnector.connector.servicedesk.ServiceNowServiceDeskConnector sailpoint.connector.OpenConnectorAdapter | | Siebel | openconnector.connector.SiebelConnector sailpoint.connector.OpenConnectorAdapter | | Snowflake | openconnector.connector.snowflake.SnowflakeConnector sailpoint.connector.OpenConnectorAdapter | | Solaris | openconnector.connector.unix.SolarisConnector openconnector.connector.unix.UnixConnector sailpoint.connector.OpenConnectorAdapter | | SuccessFactors | sailpoint.connector.SuccessFactorsConnector | | Sybase | sailpoint.connector.SybaseDirectConnector sailpoint.connector.JDBCConnector | | Webex | openconnector.connector.Webex sailpoint.connector.OpenConnectorAdapter | | Workday | openconnector.connector.WorkDay sailpoint.connector.OpenConnectorAdapter | | Workday Accounts | openconnector.connector.workdayaccounts openconnector.connector.workdayaccounts.WorkdayAccountsConnector sailpoint.connector.OpenConnectorAdapter | | Web Services | sailpoint.connector.WebServices | | XML | openconnector.connector.XMLConnector sailpoint.connector.OpenConnectorAdapter | | Yammer | openconnector.connector.YammerConnector sailpoint.connector.OpenConnectorAdapter | | Zoom | openconnector.connector.zoom.ZoomConnector sailpoint.connector.OpenConnectorAdapter | # Troubleshooting If you encounter any of the following issues or errors, SailPoint recommends that you follow the guidance provided below to resolve the error before contacting SailPoint Support. For issues or errors that are not addressed in this connector guide, refer to the following resources for troubleshooting information: - [SailPoint Identity Services Documentation]() - [SailPoint Support Knowledge Base]() - [SailPoint Developer Community]() ## Aggregation Timeout Error The following error is displayed in account aggregation or entitlement aggregation: ```text java.lang.RuntimeException: java.lang.InterruptedException: Timeout waiting for response Exception during aggregation. Reason: java.lang.RuntimeException: An error occurred while aggregating Application [source-] ``` **Resolution**: Ensure that you enter the increased timeout value (in seconds) in the Aggregation Timeout field. ## Create Account Operation Errors - While creating an admin or agent user by assigning the default group set in Zendesk (for example, Support); the account gets created in Zendesk but fails with the following error: ```text [ InvalidRequestException ] [ Possible suggestions ] Ensure that the field values are correct. [ Error details ] Request execution failed {"error":"RecordInvalid","description":"Record validation errors","details":{"user_id":[{"description":"User has already been taken","error":"DuplicateValue"}]}} ``` **Resolution**: While performing the Create Account operation, select a group other than the default group. The default group will automatically be assigned to the agent and admin user after account creation. - While creating the end-user, the account gets created but operation activity status is displayed as failed with the following error message: ```text [ InvalidRequestException ] [ Possible suggestions ] Ensure that the field values are correct. [ Error details ] Request execution failed {"error": "RecordInvalid", "description": "Record validation errors", "details":{"user":[{"description": "User must be an agent to be in a group"}]}} ``` **Resolution**: Ensure that you do not assign the group while creating end-users, as they cannot be a part of the group. - While creating an admin or agent user, the operation fails with the following error: ```text sailpoint.connector.InvalidRequestException: [ InvalidRequestException ] [ Possible suggestions ] Ensure that the field values are correct. [ Error details ] Request execution failed {"error":"RecordInvalid","description":"Record validation errors","details":{"base":[{"description":"Your account does not allow more than agents (including account owner and admins). Upgrade now to add additional agents.","error":"MaxAgentExceeded"}]}} ``` **Resolution**: Verify the maximum number of agents that is allowed in your Zendesk instance. For more information, contact Zendesk support. ## Account Aggregation Error While performing account aggregation, the selected account filter does not list the correct accounts for the pre-existing sources. **Resolution**: Update the existing source configuration with the correct account filter value and re-execute the account aggregation. # Timeout Errors and Settings Timeout errors might occur when SailPoint is waiting for a response from the Virtual Appliance (VA). These errors are applicable to all connectors and tend to occur during the setup of sources or when sources are down. This document is designed to give specific information that can be used to resolve these errors. Each timeout attribute has a default time value that is listed in seconds or minutes. Increasing the time value may resolve the error as it will allow for longer communication time between the two systems, thus avoiding the timeout error. > [!IMPORTANT] > > Add the necessary attributes or values before performing the "replace" operation, as missing attributes will cause the operation to fail. To increase the communication time, increase the value of the appropriate timeout attribute. Then submit the change to the VA using the SailPoint REST API. > [!NOTE] > > For more information on SailPoint's REST APIs, refer to [Best Practices: REST API Authentication]() and [REST API - Update Source (Partial)]() in the SailPoint Developer Community. ### aggregateTimeout **Description:** This parameter is set for the aggregation timeout, measured in seconds. **Resolution:** Increase the `aggregateTimeout` value gradually to optimize aggregation. Start with 180, then increase to 600, 900, and finally 1800. The maximum value is 3600 seconds. For example: If your current time value is 180 seconds, update the `aggregateTimeout` attribute as follows: ```json [ { "op": "replace", "path": "/connectorAttributes/aggregateTimeout", "value": 600 } ] ``` ### healthCheckTimeout **Description:** This parameter is set for the test connection and health check timeout. **Resolution:** The default value is 30 seconds. If the timeout error continues, increase the value in 15 second increments and try again. For example: If your current time value is 30 seconds, update the `healthCheckTimeout` attribute as follows: ```json [ { "op": "replace", "path": "/connectorAttributes/healthCheckTimeout", "value": 45 } ] ``` ### provisioningTimeout **Description:** This parameter is set for provisioning timeout. **Resolution:** Increase the `provisioningTimeout` value gradually to optimize provisioning. Start with 180, then increase to 360, and finally 600. The maximum value is 600 seconds. For example: If your current time value is 180 seconds, update the `provisioningTimeout` attribute as follows: ```json [ { "op": "replace", "path": "/connectorAttributes/provisioningTimeout", "value": 360 } ] ``` ### timeout **Description:** This parameter is set for pass-through authentication timeout. **Resolution:** The default value is 15 seconds. If the timeout error continues, increase this value in 15 second increments and try again. For example: If your current time value is 15 seconds, update the `timeout` attribute as follows: ```json [ { "op": "replace", "path": "/connectorAttributes/timeout", "value": 30 } ] ``` ### apiTimeout **Description:** This parameter is set for API time tracking; customers can check it using an external tool. **Resolution:** The default value is 60 seconds. If the error continues, increase the value by 15 second increments and try again. For example: If your current time value is 60 seconds, update the `apiTimeout` attribute as follows: ```json [ { "op": "replace", "path": "/connectorAttributes/apiTimeout", "value": "75" } ] ``` ### timeoutInSeconds **Description:** This parameter helps prevent the VA from waiting indefinitely for an API response, ensuring efficient handling of API requests. For example: If your current time value is 30 seconds, update the `timeoutInSeconds` attribute as follows: ```json [ { "op": "replace", "path": "/connectorAttributes/timeoutInSeconds", "value": "15" } ] ```