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 email notification, click Advanced > Email Notifications .
For more information, refer to Email Notifications screen (Process Activities).
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?
This section shows the configuration settings on the configuration screens for this activity. Other configuration settings apply to system activities. For more information, refer to:
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?

How to Start

Open Process Builder.
For information about how to open this screen, refer to Process Builder.
In Process Builder, in the Activity Library, open the Zendesk tab.
On the Zendesk tab, drag the Create Ticket Comment activity onto your process.

General Configuration

Specifies the basic settings for the Create Ticket Comment activity.

Good to Know

Documentation for this screen is provided for completeness. The fields are mostly self-explanatory.

Fields

Field Name	Definition
Display Name	Description: Specifies the activity name that shows in your process. Allowed Values: One line of text (a string). Accepted: Letters Numbers Spaces Default Value: None Accepts 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	Description: Specifies an optional text description for your activity. Allowed Values: More than one line of text. Default Value: None Accepts Variables: No

Field Name

Definition

Display Name

Description:

Specifies the activity name that shows in your process.

Allowed Values:

One line of text (a string).

Accepted:

Letters
Numbers
Spaces

Default Value:

None

Accepts 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

Description:: Specifies an optional text description for your activity.
Allowed Values:: More than one line of text.
Default Value:: None
Accepts Variables:: No

Create Ticket Comment Configuration > Basic tab

Specifies the information to create a ticket comment from Zendesk.

Fields

Field Name	Definition
Zendesk	Description: Specifies the access token that connects to your Zendesk service. Allowed Values: A list of access tokens configured for your environment. Default Value: None
Create	Opens this Screen: Access Token for Zendesk Function of this Screen: Configure an access token to connect to Zendesk.
Upload Attachments	Description: Specifies the files to upload as attachments. Allowed Values: Selected - Uses the files for attachments. Deselected - Does not use the files for attachments. Default Value: Deselected
Ticket ID	Description: Specifies the ID of the ticket to create ticket comment. The ticket ID comes from Zendesk. Allowed Values: An integer. Default Value: None Accepts Variables: Yes 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?
Requester ID	Description: Specifies the ID of the requester to create ticket comment. The requester ID comes from Zendesk. Allowed Values: An integer. Default Value: None Accepts Variables: Yes 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?
Subject	Description: Specifies the subject line of the ticket to create the comment in Zendesk. Allowed Values: One line of text (a string). Accepted: Letters Numbers Spaces Default Value: None Accepts Variables: Yes
Body	Description: Specifies the content of the ticket to create the comment in Zendesk. Allowed Values: More than one line of text. Default Value: None Accepts Variables: Yes
Status	Description: Specifies the status of the ticket to create the comment in Zendesk. Allowed Values: Open Pending Hold Solved Closed Default Value: None Accepts Variables: Yes

Create Ticket Comment Configuration > Request tab

Connects the request data from Zendesk to your process schema

Fields

Field Name	Definition
Zendesk	Description: Specifies the access token that connects to your Zendesk service. Allowed Values: A list of access tokens configured for your environment. Default Value: None
Create	Opens this Screen: Access Token for Zendesk Function of this Screen: Configure an access token to connect to Zendesk.
Upload Attachments	Description: Specifies the files to upload as attachments. Allowed Values: Selected - Uses the files for attachments. Deselected - Does not use the files for attachments. Default Value: Deselected
Ticket ID	Description: Specifies the ID of the ticket to create ticket comment. The ticket ID comes from Zendesk. Allowed Values: An integer. Default Value: None Accepts Variables: Yes 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?
Requester ID	Description: Specifies the ID of the requester to create ticket comment. The requester ID comes from Zendesk. Allowed Values: An integer. Default Value: None Accepts Variables: Yes 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?
Request Mapping	Description: Connects the Zendesk request to your process schema. To Open this Field: Click the Request tab. Allowed Values: Click the Schema Mapping button to open the Schema Mapper screen. Use this screen to connect the request to the data model for your process. Default Value: None Example: Refer to: (Example) Schema Mapper

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	Description: Specifies the access token that connects to your Zendesk service. Allowed Values: A list of access tokens configured for your environment. Default Value: None
Create	Opens this Screen: Access Token for Zendesk Function of this Screen: Configure an access token to connect to Zendesk.
Upload Attachments	Description: Specifies the files to upload as attachments. Allowed Values: Selected - Uses the files for attachments. Deselected - Does not use the files for attachments. Default Value: Deselected
Ticket ID	Description: Specifies the ID of the ticket to create ticket comment. The ticket ID comes from Zendesk. Allowed Values: An integer. Default Value: None Accepts Variables: Yes 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?
Requester ID	Description: Specifies the ID of the requester to create ticket comment. The requester ID comes from Zendesk. Allowed Values: An integer. Default Value: None Accepts Variables: Yes 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?
Map Response to AgilePoint Schema	Description: Maps information about the ticket from the Zendesk data model to your process schema. To Open this Field: Click the Response tab. Allowed 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 Example: Refer to: (Example) Schema Mapper
Store the Response in this Variable	Description: Specifies the process data variable that stores an information about the ticket comment from Zendesk. To Open this Field: Click the Response tab. Allowed 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 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
Source Repository	Opens this Screen: The configuration screen for your document repository. The specific screen that shows depends on your document repository type. For more information, refer to Document Repositories. Function of this Screen: Configures your document repository.