Create Ticket activity

An activity that creates a ticket in Zendesk.


Create Ticket activity

Configure the Create Ticket activity

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

Prerequisites

Good to Know

How to Start

  1. Open Process Builder.

    For information about how to open this screen, refer to Process Builder.


    Open Process Builder
  2. In the Process Builder, in the Activity Library, open the Zendesk tab.

    Open Zendesk tab
  3. On the Zendesk tab, drag the Create Ticket activity onto your process.

    Drag Create Ticket activity

General Configuration

Specifies the basic settings for the Create Ticket 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:
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 Configuration > Basic tab

Specifies the basic information to create a ticket from Zendesk.

Figure: Create Ticket Configuration > Basic tab

Create Ticket 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

Create 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

Subject

Function:
Specifies the subject line of the ticket to create 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 in Zendesk .
Accepted Values:
More than one line of text.
Default Value:
None
Accepts Process Data Variables:
Yes

Create Ticket Configuration > Request tab

Connects the request data from Zendesk to your process schema.

Figure: Create Ticket Configuration > Request tab

Create Ticket Configuration Request 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

Create 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

Request Mapping

Function:
Connects the Zendesk request to your process schema.
To Open this Field:
  1. Click the Request 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. It is the responsibility of the vendors who create and maintain these technologies to provide this information. This includes specific business use 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, or 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 Configuration > Response tab

Specifies how to store the information about the ticket in your process schemas.

Figure: Create Ticket Configuration > Response tab

Create Ticket 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

Create 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

Map Response to AgilePoint Schema

Function:
Maps information about the ticket from the Zendesk data model to your process 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. It is the responsibility of the vendors who create and maintain these technologies to provide this information. This includes specific business use 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, or 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 information about the ticket 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,"CollaboratorIds":"","Comment":null,"CustomFields":[],"Description":"363188731333","DueAt":null,"ExternalId":null,"ForumTopicId":null,"GroupId":null…}]

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 the source location for your files.

To select your file in the source location, complete the fields on Create Ticket > Source Repository > Amazon S3.

Box Box icon

Function:
Specifies that Box is the source location for your files.

To select your file in the source location, complete the fields on Create Ticket > Source Repository > Box.

Dropbox Dropbox icon

Function:
Specifies that Dropbox is the source location for your files.

To select your file in the source location, complete the fields on Create Ticket > Source Repository > Dropbox.

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 Create Ticket > Source Repository > File System.

FTP FTP icon

Function:
Specifies that FTP is the source location for your files.

To select your file in the source location, complete the fields on Create Ticket > Source Repository > FTP.

Google Drive Google Drive icon

Function:
Specifies that Google Drive is the source location for your files.

To select your file in the source location, complete the fields on Create Ticket > Source Repository > Google Drive.

NetSuite NetSuite icon

Function:
Specifies that NetSuite is the source location for your files.

To select your file in the source location, complete the fields on Create Ticket > Source Repository > NetSuite.

OneDrive OneDrive icon

Function:
Specifies that OneDrive is the source location for your files.

To select your file in the source location, complete the fields on Create Ticket > Source Repository > OneDrive.

OneDrive for Business OneDrive For Business icon

Function:
Specifies that OneDrive for Business is the source location for your files.

To select your file in the source location, complete the fields on Create Ticket > Source Repository > OneDrive For Business.

Salesforce Salesforce icon

Function:
Specifies that Salesforce is the source location for your files.

To select your file in the source location, complete the fields on Create Ticket > Source Repository > Salesforce.

SFTP SFTP icon

Function:
Specifies that SFTP is the source location for your files.

To select your file in the source location, complete the fields on Create Ticket > Source Repository > SFTP.

SharePoint SharePoint icon

Function:
Specifies that SharePoint is the source location for your files.

To select your file in the source location, complete the fields on Create Ticket > Source Repository > SharePoint.