Set up Prompt ai to send tickets to Samanage

Here's how to set up Prompt ai to send tickets to Samanage.

Steps in process: 3

Step One: Create a user. 

  1. Create a user in Samanage with Role: Administrator.
    You can use an existing Administrator or create a new one.
  2. Ensure that the Administrator user has the following permissions:
    • Type: Permission
    • Action: Manage
    • Subject: All
    • All other items should be set to Restriction
  3. Save your changes.

Prompt ai tracks each non-escalated request by creating a ticket with this user as requester and assignee. 

Step Two: In Samanage, generate or copy your JSON Web Token for this user.

  • If you already have a token, you can find it in Samanage at Setup > Users > [logged in user] > JSON Web Token
  • If you need to generate a token, visit the Samanage site for detailed instructions.

 

Step Three: Connect Prompt ai to Samanage in Prompt ai.

  1. While logged in at getprompt.ai, go to Integrations > Ticketing.
  2. Select Samanage.
  3. Enter the API Token and User for Tracker Tickets created in the first two steps.
  4. Fill in the remaining required data (see below).
  5. Save your changes.

That's it. 

Required data:

  • HOST: The URL of your Samanage portal.
  • API TOKEN: The JSON Web Token token created above.
  • ESCALATED TICKET CATEGORY: When an end user escalates, Prompt ai assigns the ticket to this category.
  • USER FOR TRACKER TICKETS: Prompt ai  tracks each non-escalated request by creating a ticket with this user as requester and assignee.
  • TRACKER TICKET CATEGORY: When an end user marks a solution as either helpful or unhelpful but does not escalate, Prompt ai tracks the interaction by creating a ticket assigned to this category. 
  • STATE FOR TRACKER TICKETS - HELPFUL: When an end user marks a solution as helpful but does not escalate, Prompt ai tracks the interaction by creating a ticket with this State.
    • Important: This must exactly match the terminology in your Samanage instance.
  • STATE FOR TRACKER TICKETS - UNHELPFUL: When an end user marks a solution as unhelpful but does not escalate, Prompt ai tracks the interaction by creating a ticket with this State.
    • Important: This must exactly match the terminology in your Samanage instance.
  • RESOLUTION FOR TRACKER TICKETS - HELPFUL: When an end user marks a solution as helpful but does not escalate, Prompt ai tracks the interaction by creating a ticket with this Resolution state.
    • Important: This must exactly match the terminology in your Samanage instance.
  • RESOLUTION FOR TRACKER TICKETS - UNHELPFUL: When an end user marks a solution as unhelpful but does not escalate, Prompt ai tracks the interaction by creating a ticket with this Resolution state.
    • Important: This must exactly match the terminology in your Samanage instance.
  • RECENT TICKETS LIST: Display this many recent tickets when an end user sends the "/prompt list" command.