Monthly review to make sure cloud.gov Pages users, orgs, and roles are accurately reflected in Zendesk.
Pages/Zendesk user, role, and org sync
Export organization, user, and role information from Pages Admin
In Pages Admin, navigate to the Reports section
View the Organizations report, and download a CSV export
View the Active Users report, and download a CSV export
Prepare and import CSV data into Zendesk
Organization Import
Important! The Organizations report needs to be imported first otherwise users being added in the Users report to new organizations which don't yet exist in Zendesk will cause the job to fail
Download and open the CSV export in Google Sheets for editing purposes
In the header of the first column rename "Organizations" to "names"
In the header of the second column rename "Agency" to "details"
Save the sheet as an CSV
Navigate to the Zendesk admin center
In the lefthand panel locate "Bulk actions" and choose "Import organizations"
An import job report will be sent to your .gov inbox where you can view if the job was successful/unsuccesful
User Import
Download and Import the Active Users CSV into Google Sheets for editing purposes
For "Seperator type" keep it unchanged from "Detect automatically"
Delete the columns "Created" and "Last Signed In"
Delete all of the content in "ID"
The remaining columns should be "ID", "Email", "Organizations" and "Details"
The "Name" and "Email" fields are required for importing new users, without them the entire job will fail
Copy and paste the entire "Email" column into the blank column (A) that used to be the "ID" column
Rename the header to "Name" from "Email"
Utilize the "Find and replace" function by hitting command + shift + H
In search choose "Specific range" from the dropdown and specify A:A as the range parameter
In "Find" specify all email addresses that need to be replaced and leave "Replaced with" null
(i.e. Find: "@gsa.gov" Replace with: "")
This will remove all the email address from the names under the "Name" header making it easier to format for importing purposes
Replace all "." with an " ," — that is, a space then a comma
(i.e. from "pages.user" to "pages, user")
Save the sheet as a CSV
Navigate to the Zendesk admin center
In the lefthand panel locate "Bulk actions" and choose "Import organizations"
An import job report will be sent to your .gov inbox where you can view if the job was successful/unsuccessful
Note In the CSV you will notice a number of users' emails towards the bottom which do not have the organization or details field associated with them and will consequently result as failures in the report results. For example:
"Unknown row descriptor","Name: is too short (minimum one character)"
This can be disregarded.
Acceptance criteria
[ ] Orgs in Zendesk match current Pages orgs
[ ] Org users in Zendesk match current Pages partners users, including
Monthly review to make sure cloud.gov Pages users, orgs, and roles are accurately reflected in Zendesk.
Pages/Zendesk user, role, and org sync
Export organization, user, and role information from Pages Admin
Prepare and import CSV data into Zendesk
Organization Import
Important! The Organizations report needs to be imported first otherwise users being added in the Users report to new organizations which don't yet exist in Zendesk will cause the job to fail
User Import
Download and Import the Active Users CSV into Google Sheets for editing purposes
For "Seperator type" keep it unchanged from "Detect automatically"
Delete the columns "Created" and "Last Signed In"
Delete all of the content in "ID"
The remaining columns should be "ID", "Email", "Organizations" and "Details" The "Name" and "Email" fields are required for importing new users, without them the entire job will fail
Copy and paste the entire "Email" column into the blank column (A) that used to be the "ID" column
Rename the header to "Name" from "Email"
Utilize the "Find and replace" function by hitting command + shift + H
In search choose "Specific range" from the dropdown and specify A:A as the range parameter
In "Find" specify all email addresses that need to be replaced and leave "Replaced with" null (i.e. Find: "@gsa.gov" Replace with: "")
This will remove all the email address from the names under the "Name" header making it easier to format for importing purposes
Replace all "." with an " ," — that is, a space then a comma (i.e. from "pages.user" to "pages, user")
Save the sheet as a CSV
Navigate to the Zendesk admin center
In the lefthand panel locate "Bulk actions" and choose "Import organizations"
An import job report will be sent to your .gov inbox where you can view if the job was successful/unsuccessful
Note In the CSV you will notice a number of users' emails towards the bottom which do not have the organization or details field associated with them and will consequently result as failures in the report results. For example:
This can be disregarded.
Acceptance criteria