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

  • ​​To send an e-mail notification, click Advanced Advanced icon > E-mail Notifications E-mail Notifications icon.

    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?

  • Documentation for Integrations with Third-Party, External, or Open Source Technologies

    The highest priority for AgilePoint NX Product Documentation is accuracy. Whenever feasible, AgilePoint provides input details, business rules, or example values for third-party integrations. These can include any technology that is not native to AgilePoint NX, such as Salesforce, Active Directory, or REST. However this information is subject to change without notice to AgilePoint. Because we can not guarantee the accuracy of this information, the details provided for third-party product input values, as well as examples for third-party product integrations, are limited in the AgilePoint documentation. It is the responsibility of third-party vendors to provide documentation related to these aspects of their software and services.

    For examples of use case implementations or configuration field input values for third-party products, AgilePoint recommends these resources:

    • AgilePoint Community Forums - An AgilePoint-moderated, crowd-sourcing user forum where you can ask questions about specific techniques, the solutions to use cases, workarounds, or other topics that may not be covered in the Product Documentation.
    • Professional Services - If you can not find the information you need for your specific business problem, mentoring is available through AgilePoint Professional Services.
    • Personalized Training - AgilePoint can provide personalized training for your organization. To request personalized training, contact AgilePoint Sales.
    • Third-Party Vendor Documentation - Whenever feasible, AgilePoint provides links to third-party vendor documentation.

      This does not include technology standards or protocols, such as JavaScript, REST, or FTP. Resources for these technical standards are publicly available on the Internet.

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:

The configuration details AgilePoint NX Product Documentation can provide for third-party integrations is limited. For more information, refer to the relevant section in Third-Party Vendor Documentation.

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:

The configuration details AgilePoint NX Product Documentation can provide for third-party integrations is limited. For more information, refer to the relevant section in Third-Party Vendor Documentation.

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:

The configuration details AgilePoint NX Product Documentation can provide for third-party integrations is limited. For more information, refer to the relevant section in Third-Party Vendor Documentation.

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:

The configuration details AgilePoint NX Product Documentation can provide for third-party integrations is limited. For more information, refer to the relevant section in Third-Party Vendor Documentation.

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

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:

The configuration details AgilePoint NX Product Documentation can provide for third-party integrations is limited. For more information, refer to the relevant section in Third-Party Vendor Documentation.

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:

The configuration details AgilePoint NX Product Documentation can provide for third-party integrations is limited. For more information, refer to the relevant section in Third-Party Vendor Documentation.

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

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.

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.

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.