Samanage Integration

Customer IT / SpaceIQ Onboarding Team

 

Samanage is an enterprise-grade platform used to manage various maintenance tickets or other workflow-related tasks. It can be extended with custom ticketing functionality.

You do need to have a Samanage account and a SiQ account in order to integrate these systems. The names and emails must match between the two systems in order for tickets from SiQ to be properly assigned in Samanage.

Tickets get pushed to Samanage in near real-time, but updates from Samanage to SiQ happen daily.

SiQ  has built a custom integration using Samanage's REST interfaces to perform the following functionality:

  • Import two types of tickets
    • Problems
    • Incidents
  • Push employee moves created in SiQ to Samanage tickets (only Now, not future)
  • Push mobile service tickets from SiQ  to Samanage upon creation or update
  • Undo moves in SiQ also updates both systems

Content

Prerequisites

You will need Samanage admin privileges to complete this integration and for the SiQ setup, you must have a SiQ Admin or an IT role.

Integration Activities

Step 1. Active the Samanage Integration in SiQ

From the SiQ Web App, complete the following:

  1. Click your Profile Name in the top right corner.
  2. Click Settings. The Settings screen displays.
  3. From the left menu, click Integrations.
  4. From the Third Party Integrations area, click the READ MORE link. The Integrations screen displays.

You can either search for Samanage in the Search field or navigate to the Samanage tile. To navigate complete the following:

  1. From the left menu, click Ticketing.
  2. For Samanage, click the Activate button.

The Samanage dialog displays and it contains the Ticketing Integration tab.

Ticketing Integration Tab

samanage.png

Complete the following fields and note that each field has its own explanation of where the value is found in Samanage.

  • Samanage Domain (required) - Your company's Samanage Account URL. This is in found in your Setup > Account page in Samanage.
  • Samanage Account JWT Token (required) - This is the JSON Web Token (JWT) from your integration user account. See Samanage's support information for more details.
  • Samanage Account Email Address (required) - The email address of the user that you have created.
  • Samanage Custom Schema Attributes - Optional custom attributes that can be imported.
  • Filter Only Matching Tickets - Filters can be used to only pull the most relevant tickets.

Step 2. Set up Samanage

Step 2.1 Create API User

In the Samanage portal, create a user with admin access permissions to perform CRUD operations on the tickets. SiQ will access your Samanage account using this user's credentials.

Step 2.2 Update Your Organization's Sites

The Organization entity in Samanage needs to be set up with sites matching the SiQ sites in order to properly synchronize ticket locations.

To update the organization configuration in Samanage.

Click on the yellow hamburger icon in the top left corner.

Samanage-Navigation.png

Click on Setup [1] 

Click on Organization [2].

Navigate-Organization-2.png

On your Organization Page scroll down until you see the Sites section [1].

There you will need to add new sites [2], make sure that the Name [3] and Location [4] fields field exactly match the name and address of the site in SiQ.

Click the Create Site button [5] when you are done.

Repeat this process with each site in your SiQ account.

Samanage-New-Site.png

Step 2.3 Create an 'Employee Moves' Service Desk Menu

Open the Samanage main menu by click on the hamburger icon shown above.

Click on Setup [1].

Click on Service Desk [2].

Navigate-Service-Desk-2.png

In the new menu to the left, you'll see an Interfaces section [1].

Expand the Service Desk option [2].

Click on Categories [3].

When you hover your cursor over the Facilities row you'll see a plus symbol [4] you can click on to expand a creation dialogue box. in the Name field [5] and enter Employee Move, and in the default tags field [6] put office move.

When you are done, click the Create button [7].

Crceate-Category-Facility.png

Step 2.4 Create a Catalog Item

From the Hamburger main menu (see above), expand the Service Desk selection [1].

Click on Service Catalog [2].

Click on the plus symbol in the top right corner [3] to create a New Catalog Item.

Navigate-Service-Catalog.png

On the New Catalog Item screen you will need to enter the following values:

  1. Name: SiQ Employee Move
  2. Category: Facilities
  3. Subcategory (appears after selecting a Category): Employee Move
  4. Description: Use this form to request employee moves in SiQ
  5. Default Assignee: Make your own selection

Create-New-Catalog-Item.png

Scrolling down further you will see the option to add Variables with a type, and check them as mandatory or not. Create the following variables:

Field Type

Column Label

Mandatory

Text

Move Plan ID

Yes

Text

Short Description

No

Text

Description

Yes

Text

Employee Name

Yes

Text

Employee Email

Yes

Text

Employee Phone

No

Text

Employee Department

Yes

Text

Employee Team

No

Text

Employee Current Seat

No

Text

Employee New Seat

No

Text

Employee Assets

No

Text

Employee Notes

No

When you are done, click on the Create Catalog Item button at the very bottom of the page.

Import Samanage Tickets to SiQ

Custom Attributes

SiQ provides a way to import basic and non-standard attributes into SiQ tickets through integration configuration. The custom fields can be mapped with JSON, and field names can be found in this Samanage document.

For example:

 '{"currency":"currency"}'

Ticket Filtering

In order to import only the most relevant tickets from Samanage, you have an option to set up filtering criteria by a given field and value. Upon activation of filtering, only tickets that match this criteria will be imported into SiQ while all others will be skipped.

The custom fields can be mapped with JSON, and field names can be found in this Samanage document.

For Example:

 '{"state":"New"}'

Import Process

When the integration is complete, SiQ automatically imports tickets from Samanage using the following process:

  • SiQ will import Problem and Incidents ticket types.
  • Tickets will import from Samanage into SiQ once daily, at around 1:00 AM UTC.
  • SiQ will import all new tickets and update existing tickets that have been updated in Samanage (open, closed, etc.).

Upon the import, SiQ will:

  • Associate Samanage ticket owner user(s) with the corresponding user(s) in SiQ.
  • Associate “Assigned To” user(s) with the corresponding user(s) in SiQ.
  • Associate “Assigned To” department(s) with corresponding department(s) in SiQ.
  • Associate tickets with corresponding buildings in SiQ, using the building name. The building’s name and location in Samanage must match the building name and address in SiQ exactly.

Move Order Ticket Creation in Samanage

SiQ automatically exports move(s) tickets performed in the SiQ on the NOW Plan to Samanage. All future move order plans are ignored.

A ticket will be created or updated in the SiQ Service Desk in Samanage in the following scenarios:

  • Seating an employee in a new seat in SiQ
  • Unseating an employee in SiQ
  • Moving an employee from one seat to another seat
  • Seating an employee, and then undoing the action will result in the creation and deletion of the corresponding tickets in Samanage
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