Get Tickets activity

An activity that gets an information about one or more tickets in Zendesk.

Configure the Get Tickets activity

To configure the Get Tickets 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 Get Tickets activity onto your process.
- Change an activity:
  1. In your process, double-click your activity.

General Configuration

Specifies the basic settings for the Get Tickets 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

Get Tickets Configuration > Request tab

Specifies the information about one or more tickets to get 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.
Ticket Details	Function: Specifies which tickets' information to get in Zendesk. Accepted Values: Get All Tickets Details - Gets the information about all tickets. Get Specified Tickets Details - Gets the information about the tickets you specify. Default Value: None
Number of Tickets to Retrieve	Function: Specifies the number of tickets to get in Zendesk. Accepted Values: An integer. Default Value: None Accepts Process Data Variables: Yes
Ticket IDs	Function: Specifies one or more ticket IDs to get. Accepted Values: One or more Zendesk ticket IDs, separated by semicolons (;). 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?

Get Tickets Configuration > Response tab

Specifies how to store the information about one or more tickets 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.
Map Response to AgilePoint Schema	Function: Maps information about the tickets 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 variablethat stores an information about the Zendesk tickets. 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":"360000764933","CustomFields":[],"Description":"363188731333","DueAt":null,"ExternalId":null,"ForumTopicId":null,"GroupId":"360001114573","HasIncidents":"False",…}]