Create Ticket Comment activity

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


Create Ticket Comment activity

Configure the Create Ticket Comment activity

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

Prerequisites

Good to Know

How to Start

  1. On the Application Explorer screen, do one of these:
  2. Do one of these:
    • Add an activity:
      1. In the Process Builder, in the Activity Library, open the Zendesk Zendesk icon tab.
      2. On the Zendesk Zendesk icon tab, drag the Create Ticket Comment Create Ticket Comment icon 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.

Figure: General Configuration screen

General Configuration screen

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:
Refer to:

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.

Figure: Create Ticket Comment Configuration > Basic tab

Create Ticket Comment Configuration Basic tab

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 Add Token icon

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
Figure: Create Ticket Comment Configuration > Advanced tab

Create Ticket Comment Configuration Advanced tab

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 Add Token icon

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:
  1. Click the Advanced tab.
Accepted Values:
Click the Schema Mapping Schema Mapping icon 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.

Figure: Create Ticket Comment Configuration > Response tab

Create Ticket Comment Configuration Response tab

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 Add Token icon

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:
  1. Click the Response tab.
Accepted Values:
Click the Schema Mapping Schema Mapping icon 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:
  1. 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 .

Figure: Source Repository screen

Source Repository screen

Fields

Field Name Definition

Amazon S3 Amazon S3 icon

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 Box icon

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 Dropbox icon

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 File System icon

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 FTP icon

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 Google Drive icon

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 NetSuite icon

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 OneDrive icon

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 OneDrive For Business icon

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 Salesforce icon

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 SFTP icon

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 SharePoint icon

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.