Integrate With Your Popular Help Desks | Zoho Vault

Integration with Popular Help Desks

Users often enable access control on critical shared passwords to prevent unauthorized access and to streamline access to critical accounts. When passwords are configured with access control, users will have to submit a password access request and get it approved by the password owner or admins. To simplify this process while maintaining the same level of security, Zoho Vault integrates with popular help desk systems to help admins and users automate approval for all access requests in their organization. 


By establishing a connection between Zoho Vault and the help desk, this integration allows users to automatically access passwords when they have a valid ticket ID. A ticket is only considered valid when it satisfies all the predefined criteria set by the admin. Zoho Vault currently integrates with the following help desk systems:

  • JIRA 
  • ManageEngine ServiceDesk Plus OnDemand
  • ServiceNow
  • Zendesk
  • Zoho Desk


Integrating help desks with Zoho Vault

Complete the integration with one of these help desks to get started.


JIRA


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




  3. Enter 'Zoho Vault' as the name of the app.
  4. Select I agree to be bound by Atlassian’s Developer terms and then click Create. This will generate the Client ID and Client Secret details. Make a note of these for later use.
     


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



  6. Select Add under Authorization code grants in the Features section, then click Configure.



  7. To fill in the callback URL, access Zoho Vault as an admin, select Settings, then click Help Desk Integration from Integrations. Select Edit Configurations under JIRA and copy the Callback URL there. 



  8. Click +Add under APIs and Features, then click Add under Jira Platform REST API in the APIs section. 



  9. Click Configure, then Add the view permissions to complete the setup from Jira.



  10. Access Zoho Vault as an admin, select Settings, then click Help Desk Integration from Integrations.
  11. Select JIRA to enter the Client ID and Client Secret generated in Step 4, then click Save



  12. Select Generate Token.
Note: You will see a pop-up in your browser if you’re generating the token for the first time. If your browser restricts pop-ups, enable them.
  1. Authorize Zoho Vault to access data from JIRA by selecting Accept.


     
  2. Switch back to your Zoho Vault account and click Save.


This completes the setup. Learn how to automate password access approvals for your Passwords.


ServiceDesk Plus OnDemand 

  1. Access the developer console of SDP On-Demand from the USEU, AustraliaChina, or India link. 
  2. Click Create Client ID.



  3. Enter the client name. This will be 'Vault' in our case.
  4. Enter the Zoho domain you use Vault from (www.zoho.[com, .eu, .in, .com.au, .com.cn]) in the Client Domain field.
  5. Enter your authorized redirect URL in this screen. To get this URL, access Zoho Vault as an admin, select Settings, then click Help Desk Integration from Integrations. Select Edit Configurations under Manage Engine ServiceDesk Plus On-Demand and copy the Callback URL. This will be the authorized redirect URL. 
  6. Select Web based as the Client type, then click Create.



  7. The Client ID and Client Secret will now be displayed on your screen. Make note of these to add them to your Vault account in Step 9.



  8. Access Zoho Vault as an admin, select Settings, then click Help Desk Integration from Integrations.
  9. Select Manage Engine ServiceDesk On-Demand to enter the Client ID and Client Secret you made a note of in Step 6. 



  10. Click Save, then select Generate Token
    Note: You might see 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.
  11. Authorize Zoho Vault to access data from SDP OnDemand by clicking Accept



  12. Switch back to your Zoho Vault account, then click Save.


This completes the setup. Learn how to automate password access approvals for your passwords.


Service Now


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



  2. Click Application Registry from System OAuth. Alternatively, you can search for 'Application Registry' in the Filter Navigator.
  3. Click New, then select Create an OAuth API endpoint for external clients.





  4. Fill in and edit the fields on the New Record page as below:
  • Name: Enter a unique name.
  • Client ID: The Client ID will be generated automatically. 
  • Client Secret: The Client Secret for the OAuth application will be generated automatically.
  • Refresh Token Lifespan: Enter the Refresh Token's validity in seconds.
  • Access Token Lifespan: Enter the Access Token's validity in seconds.
  • Redirect URL: Click Edit this URL (lock-shaped button) to enter the URL. To get this URL, access Zoho Vault as an admin, select Settings, then click Help Desk Integration from Integrations. Select Edit Configurations under Service Now and copy the Callback URL. This will be the redirect URL.




  1. Click Submit, then reopen the record to view the auto-generated Client Secret. Make a note of the Client ID and Client Secret for later use.



  2. Access Zoho Vault as an admin, select Settings, then click Help Desk Integration from Integrations.
  3. Select Service Now to enter the Client ID and Client Secret generated in Step 6.
  4. Enter your Service Now URL in the Helpdesk URL field, then click Save.



  5. Select Generate Token
Note: You will see a pop-up in your browser if you’re generating the token for the first time. If your browser restricts pop-ups, enable them.
  1. Authorize Zoho Vault to access data from Service Now by clicking Allow



  2. Switch back to your Zoho Vault account, then click Save.


This completes the setup. Learn how to automate password access approvals for your Passwords.


Zendesk


  1. Log in to your Zendesk account, then select Admin.



  2. Click API from the Channels category.



  3. Select the OAuth Clients tab from the API page, then click the plus icon (+) to the right of the client list.



  4. Fill in the following fields to create a client. These details will need to be updated in your Vault account later.
  • Client Name: A name for the client
  • Unique Identifier: This field will be auto-populated with a reformatted version of the client name. This will your Client ID.
  • Company: This will be 'Zoho Vault'. 
  • Redirect URLs: To get this URL, access Zoho Vault as an admin, select Settings, then click Help Desk Integration from Integrations. Select Edit Configurations under Zoho Desk and copy the Callback URL. This will be the redirect URL.



  1. Click Save. After the page refreshes, a new pre-populated Secret field will appear. This will be your Client Secret. Note this down along with the Client ID to update it in your Zoho Vault account. 



  2. Access Zoho Vault as an admin, select Settings, then click Help Desk Integration from Integrations.
  3. Select Zendesk to enter the Client ID and Client Secret generated in Step 5.
  4. Enter the URL that you use to sign in to Zendesk as your Helpdesk URL, then click Save



  5. Select Generate Token


Note: You will see a pop-up in your browser if you’re generating the token for the first time. If your browser restricts pop-ups, enable them. 
  1. Authorize Zoho Vault to access data from Zendesk by clicking Allow.



  2. Switch back to your Zoho Vault account and click Save


This completes the setup. Learn how to automate password access approvals for your Passwords.


Zoho Desk


  1. Access the developer console of Zoho Desk from the USEU, AustraliaChina, or India link.
  2. From Choose a client type window, select Server-based applications



  3. Enter the client name. 
  4. Enter your homepage URL accordingly. (For eg: https://vault.zoho.com/)
  5. Enter your authorized redirect URI as  https://vault.zoho.com/oauthcallback.do, then click Create.
    Note: Replace .com with .eu, .in, .com.au, or .com.cn according to your domain in step 4 and 5.



  6. Make note of the Client ID and Client Secret displayed to add to your Zoho Vault account.



  7. Access Zoho Vault as an admin, select Settings, then click Help Desk Integration from Integrations.
  8. Select Zoho Desk to enter the Client ID and Client Secret you made a note of in Step 7.



  9. Click Save and select Generate Token.


Note: You may see 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.
  1. Authorize Zoho Vault to access data from Zoho Desk by clicking Accept.


  2. Switch back to your Zoho Vault account, then click Save.


Enabling automatic help desk approval for your password

  1. Select the password you wish to configure with Access Control.
  2. Select More, then click Enable Access Control.



  3. Check Automatically approve access requests, then select Help desk ticket validation.
  4. Click Save and Enable to finish the setup. 




Users must click Request and enter a valid ticket ID from the integrated help desk to access the password. Any open ticket that matches the additional criteria set by the admin will be valid. Users can then select Check Out to access the password.


Note: Super admins are exempted from this process by default.


Advanced settings to add additional restrictions

Select Edit Configuration for the help desk you have integrated with Vault and click Manage Settings to define additional restrictions for the ticket ID. 



  • To validate two fields from Vault and a help desk, select Map Entries In Zoho Vault With Help Desk. Select a column from Vault and set a criteria and condition that the field from the help desk must match and click Save. For example, you can check if the name of the user in Vault matches their name in the help desk. 
  • You can define a set of conditions that the ticket must match before being considered valid. These conditions are formed by setting up different help desk criteria for existing fields in the help desk. For example, you can let users access passwords based on a ticket's priority or SLA. You can implement as many conditions as you want to add additional security.

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