Creating a Zendesk ticketing workflow

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Get the information and insights that you need by creating configurable workflows to make managing tickets easier, such as:

• Automatically generating tickets in Zendesk for any asset issues
• Easily viewing and linking Zendesk tickets to assets in Oomnitza, providing a comprehensive overview of all support activities and status updates related to each asset

Contents

1. Before you start
   
   1. Create a workflow
   2. Add a variable
   3. Add the create ticket preset
   4. Add the link ticket to asset preset
   5. Save and run the workflow
   6. Getting your results

Before you start

To successfully associate a ticket with an asset, you first need to integrate the Zendesk plugin with Oomnitza. For further information, refer to Creating a service desk integration for Zendesk assets.

Before you create a Zendesk ticketing workflow, complete the following steps:

• Add your Zendesk (basic) credentials to Oomnitza
• Create an Oomnitza API token and add the token to the vault
• Set the Oomnitza subdomain as a global variable.

Create a workflow

1. Click Configuration > Workflows 
2. Click Add (+) and select Assets from the list.
3. Edit the Begin block.
   1. From the Actions dropdown, select when your workflow is triggered
   2. In the Rule criteria section, add a rule to trigger the workflow. For example, the Equipment ID equals <<value>>.

Add a variable

1. Click the Variables tab in the sidebar.
2. Click ADD VARIABLE.
3. Enter Zendesk Ticket ID as the Variable name.
4. Select Short text as the type
5. Keep the display option to Regular.

Add the create ticket preset

1. Drag and drop the API block onto the Sandbox.
2. Click Edit on the API block and enter Zendesk in the search field. 
3. Select the Zendesk Create Ticket preset from the list. 
4. Select the credentials that you created in the previous step. 
5. Your Subdomain is derived from the global variable Zendesk.Subdomain that you configured in Setting your Zendesk Subdomain as a global variable, or can be entered manually. 
6. Enter a subject, description, and priority (permitted values are "urgent", "high", "normal", or "low").
7. Click Advanced Mode.
8. Select the Response tab. Enter {{response['ticket']['id']}} in the Response field. Select the Zendesk Ticket ID variable you created earlier from the Oomnitza field list. 
9. Save your changes

Add the link Zendesk ticket to asset preset

1. Drag and drop another API block onto the Sandbox.
2. Click Edit on the API block and enter Oomnitza in the search field. 
3. Select the Zendesk Link Zendesk Ticket to Asset Ticket preset from the list. 
4. Select your Oomnitza credentials from the list. 
5. Your Subdomain is derived from the global variable Oomnitza.Subdomain that you configured in Set the Oomnitza subdomain as a global variable.
6. Click Advanced Mode.
7. Select the Body tab. Enter {"id": {{WFVariables.zendesk_ticket_id}} }
in the body. 
8. Save your changes

Save and run the workflow

1. Connect the blocks.
2. Save, validate, and activate your workflow

Getting your results

To review the records that will be affected by the workflow, complete the following steps:

1. Edit the Begin block
2. Click SHOW IN LIST VIEW.
3. Go to the tickets page for the asset.
4. Click the Zendesk icon in the upper right
5. Your ticket should be displayed on the tickets page.