Create Ticket Comment activity

An activity that creates a comment on a ticket in Zendesk.

Configure the Create Ticket Comment activity

To configure the Create Ticket Comment activity, do the procedure in this topic.

Prerequisites

AgilePoint NX OnDemand (public cloud), or AgilePoint NX PrivateCloud or AgilePoint NX OnPremises v7.0 or higher.

Good to Know

To send an e-mail notification, click Advanced > E-mail Notifications .
For more information, refer to Configure E-mail Notifications for Any Activity.
In most text fields, you can use process data variables as an alternative to literal data values.
You can configure whether this activity waits for other activities before it runs.
For more information, refer to How Do I Configure an Activity to Wait for Other Incoming Activities?
Some information about third-party integrations is outside the scope of the AgilePoint NX Product Documentation, and it is the responsibility of the vendors who create and maintain these technologies to provide this information. This includes specific business uses cases and examples; explanations for third-party concepts; details about the data models and input and output data formats for third-party technologies; and various types of IDs, URL patterns, connection string formats, and other technical information that is specific to the third-party technologies. For more information, refer to Where Can I Find Information and Examples for Third-Party Integrations?

How to Start

On the Application Explorer screen, do one of these:
- Open a Process.
- Create a Process.
Do one of these:
- Add an activity:
  1. In the Process Builder, in the Activity Library, open the Zendesk tab.
  2. On the Zendesk tab, drag the Create Ticket Comment activity onto your process.
- Change an activity:
  1. In your process, double-click your activity.

General Configuration

Specifies the basic settings for the Create Ticket Comment activity.

Fields

Field Name	Definition
Display Name	Function: Specifies the activity name that shows in your process. Accepted Values: One line of text that can have spaces. Default Value: None Accepts Process Data Variables: No Example: This is a common configuration field that is used in many examples. Refer to: Examples - Step-by-step use case examples, information about what types of examples are provided in the AgilePoint NX Product Documentation, and other resources where you can find more examples.
Description	Function: Specifies an optional text description for your activity. Accepted Values: More than one line of text. Default Value: None Accepts Process Data Variables: No

Field Name

Definition

Display Name

Function:

Specifies the activity name that shows in your process.

Accepted Values:

One line of text that can have spaces.

Default Value:

None

Accepts Process Data Variables:

Example:

This is a common configuration field that is used in many examples. Refer to:

Examples - Step-by-step use case examples, information about what types of examples are provided in the AgilePoint NX Product Documentation, and other resources where you can find more examples.

Description

Function:: Specifies an optional text description for your activity.
Accepted Values:: More than one line of text.
Default Value:: None
Accepts Process Data Variables:: No

Create Ticket Comment Configuration > Basic tab

Specifies the information to create a ticket comment from Zendesk.

Fields

Field Name	Definition
Zendesk	Function: Specifies the access token that connects to your Zendesk service. Accepted Values: A list of access tokens configured for your environment. Default Value: None
Add Token	Opens this Screen: Access Token for Zendesk Function of this Screen: Configure an access token to connect to Zendesk.
Upload Attachments	Function: Specifies the files to upload as attachments. Accepted Values: Selected - Uses the files for attachments. Deselected - Does not use the files for attachments. Default Value: Deselected
Ticket ID	Function: Specifies the ID of the ticket to create ticket comment. The ticket ID comes from Zendesk. Accepted Values: An integer. Default Value: None Accepts Process Data Variables: Yes Limitations: Some information about third-party integrations is outside the scope of the AgilePoint NX Product Documentation, and it is the responsibility of the vendors who create and maintain these technologies to provide this information. This includes specific business uses cases and examples; explanations for third-party concepts; details about the data models and input and output data formats for third-party technologies; and various types of IDs, URL patterns, connection string formats, and other technical information that is specific to the third-party technologies. For more information, refer to Where Can I Find Information and Examples for Third-Party Integrations?
Requester ID	Function: Specifies the ID of the requester to create ticket comment. The requester ID comes from Zendesk. Accepted Values: An integer. Default Value: None Accepts Process Data Variables: Yes Limitations: Some information about third-party integrations is outside the scope of the AgilePoint NX Product Documentation, and it is the responsibility of the vendors who create and maintain these technologies to provide this information. This includes specific business uses cases and examples; explanations for third-party concepts; details about the data models and input and output data formats for third-party technologies; and various types of IDs, URL patterns, connection string formats, and other technical information that is specific to the third-party technologies. For more information, refer to Where Can I Find Information and Examples for Third-Party Integrations?
Subject	Function: Specifies the subject line of the ticket to create the comment in Zendesk. Accepted Values: One line of text that can have spaces. Default Value: None Accepts Process Data Variables: Yes
Body	Function: Specifies the content of the ticket to create the comment in Zendesk. Accepted Values: More than one line of text. Default Value: None Accepts Process Data Variables: Yes
Status	Function: Specifies the status of the ticket to create the comment in Zendesk. Accepted Values: Open Pending Hold Solved Closed Default Value: None Accepts Process Data Variables: Yes

Create Ticket Comment Configuration > Advanced tab

Connects the request data from Zendesk to your schema

Fields

Field Name	Definition
Zendesk	Function: Specifies the access token that connects to your Zendesk service. Accepted Values: A list of access tokens configured for your environment. Default Value: None
Add Token	Opens this Screen: Access Token for Zendesk Function of this Screen: Configure an access token to connect to Zendesk.
Upload Attachments	Function: Specifies the files to upload as attachments. Accepted Values: Selected - Uses the files for attachments. Deselected - Does not use the files for attachments. Default Value: Deselected
Ticket ID	Function: Specifies the ID of the ticket to create ticket comment. The ticket ID comes from Zendesk. Accepted Values: An integer. Default Value: None Accepts Process Data Variables: Yes Limitations: Some information about third-party integrations is outside the scope of the AgilePoint NX Product Documentation, and it is the responsibility of the vendors who create and maintain these technologies to provide this information. This includes specific business uses cases and examples; explanations for third-party concepts; details about the data models and input and output data formats for third-party technologies; and various types of IDs, URL patterns, connection string formats, and other technical information that is specific to the third-party technologies. For more information, refer to Where Can I Find Information and Examples for Third-Party Integrations?
Requester ID	Function: Specifies the ID of the requester to create ticket comment. The requester ID comes from Zendesk. Accepted Values: An integer. Default Value: None Accepts Process Data Variables: Yes Limitations: Some information about third-party integrations is outside the scope of the AgilePoint NX Product Documentation, and it is the responsibility of the vendors who create and maintain these technologies to provide this information. This includes specific business uses cases and examples; explanations for third-party concepts; details about the data models and input and output data formats for third-party technologies; and various types of IDs, URL patterns, connection string formats, and other technical information that is specific to the third-party technologies. For more information, refer to Where Can I Find Information and Examples for Third-Party Integrations?
Request Mapping	Function: Connects the Zendesk request to your schema. To Open this Field: Click the Advanced tab. Accepted Values: Click the Schema Mapping button to open the Schema Mapper. Use this screen to connect the request to the data model for your process. Default Value: None Limitations: Some information about third-party integrations is outside the scope of the AgilePoint NX Product Documentation, and it is the responsibility of the vendors who create and maintain these technologies to provide this information. This includes specific business uses cases and examples; explanations for third-party concepts; details about the data models and input and output data formats for third-party technologies; and various types of IDs, URL patterns, connection string formats, and other technical information that is specific to the third-party technologies. For more information, refer to Where Can I Find Information and Examples for Third-Party Integrations?

Create Ticket Comment Configuration > Response tab

Specifies how to store the information about the ticket comment in process data variables.

Fields

Field Name	Definition
Zendesk	Function: Specifies the access token that connects to your Zendesk service. Accepted Values: A list of access tokens configured for your environment. Default Value: None
Add Token	Opens this Screen: Access Token for Zendesk Function of this Screen: Configure an access token to connect to Zendesk.
Upload Attachments	Function: Specifies the files to upload as attachments. Accepted Values: Selected - Uses the files for attachments. Deselected - Does not use the files for attachments. Default Value: Deselected
Ticket ID	Function: Specifies the ID of the ticket to create ticket comment. The ticket ID comes from Zendesk. Accepted Values: An integer. Default Value: None Accepts Process Data Variables: Yes Limitations: Some information about third-party integrations is outside the scope of the AgilePoint NX Product Documentation, and it is the responsibility of the vendors who create and maintain these technologies to provide this information. This includes specific business uses cases and examples; explanations for third-party concepts; details about the data models and input and output data formats for third-party technologies; and various types of IDs, URL patterns, connection string formats, and other technical information that is specific to the third-party technologies. For more information, refer to Where Can I Find Information and Examples for Third-Party Integrations?
Requester ID	Function: Specifies the ID of the requester to create ticket comment. The requester ID comes from Zendesk. Accepted Values: An integer. Default Value: None Accepts Process Data Variables: Yes Limitations: Some information about third-party integrations is outside the scope of the AgilePoint NX Product Documentation, and it is the responsibility of the vendors who create and maintain these technologies to provide this information. This includes specific business uses cases and examples; explanations for third-party concepts; details about the data models and input and output data formats for third-party technologies; and various types of IDs, URL patterns, connection string formats, and other technical information that is specific to the third-party technologies. For more information, refer to Where Can I Find Information and Examples for Third-Party Integrations?
Map Response to AgilePoint Schema	Function: Maps information about the ticket from the Zendesk data model to your schema. To Open this Field: Click the Response tab. Accepted Values: Click the Schema Mapping button to open the Schema Mapper. Use this screen to connect the response to the data model for your process. Default Value: None Limitations: Some information about third-party integrations is outside the scope of the AgilePoint NX Product Documentation, and it is the responsibility of the vendors who create and maintain these technologies to provide this information. This includes specific business uses cases and examples; explanations for third-party concepts; details about the data models and input and output data formats for third-party technologies; and various types of IDs, URL patterns, connection string formats, and other technical information that is specific to the third-party technologies. For more information, refer to Where Can I Find Information and Examples for Third-Party Integrations?
Store the Response in this Variable	Function: Specifies the process data variable that stores an information about the ticket comment from Zendesk. To Open this Field: Click the Response tab. Accepted Values: A process data variable that accepts an alphanumeric string in JSON format. Note: In most cases, AgilePoint recommends the Map Response to AgilePoint Schema option. Only get the raw JSON string if you need this data for custom coding. Default Value: None Accepts Process Data Variables: Yes Example: [{"AssigneeId":"363188731333","BrandId":null,"Comment":null,"CustomFields":[],"Description":"363188731333","ExternalId":null,"ForumTopicId":null,"GroupId":null,"HasIncidents":null,"IsPublic":"True","OrganizationId":"360032614154"…}]

Source Repository

Specifies the original, or source, location type for your attachment files .

Fields

Field Name	Definition
Amazon S3	Function: Specifies that Amazon S3 is your document source location. To select your file in the source location, complete the fields on Source Repository Configuration (Amazon S3) - Create Ticket Comment.
Box	Function: Specifies that Box is your document source location. To select your file in the source location, complete the fields on Source Repository Configuration (Box) - Create Ticket Comment.
Dropbox	Function: Specifies that Dropbox is your document source location. To select your file in the source location, complete the fields on Source Repository Configuration (Dropbox) - Create Ticket Comment.
File System	Function: Specifies that the file system on the AgilePoint Server machine is the data source for the file. To select your file in the source location, complete the fields on Source Repository Configuration (File System) - Create Ticket Comment.
FTP	Function: Specifies that FTP is your document source location. To select your file in the source location, complete the fields on Source Repository Configuration (FTP) - Create Ticket Comment.
Google Drive	Function: Specifies that Google Drive is your document source location. To select your file in the source location, complete the fields on Source Repository Configuration (Google Drive) - Create Ticket Comment.
NetSuite	Function: Specifies that NetSuite is your document source location. To select your file in the source location, complete the fields on Source Repository Configuration (NetSuite) - Create Ticket Comment.
OneDrive	Function: Specifies that OneDrive is your document source location. To select your file in the source location, complete the fields on Source Repository Configuration (OneDrive) - Create Ticket Comment.
OneDrive For Business	Function: Specifies that OneDrive for Business is your document source location. To select your file in the source location, complete the fields on Source Repository Configuration (OneDrive For Business) - Create Ticket Comment.
Salesforce	Function: Specifies that Salesforce is your document source location. To select your file in the source location, complete the fields on Source Repository Configuration (Salesforce) - Create Ticket Comment.
SFTP	Function: Specifies that SFTP is your document source location. To select your file in the source location, complete the fields on Source Repository Configuration (SFTP) - Create Ticket Comment.
SharePoint	Function: Specifies that SharePoint is your document source location. To select your file in the source location, complete the fields on Source Repository Configuration (SharePoint) - Create Ticket Comment.