Automation#24: Auto-Update custom field from Accounts to Tickets

Hello Everyone!

Welcome back to the Community Learning Series! 

This episode dives into how Zylker Techfix streamlines account-related ticket references. Previously, employees had to manually check account details to retrieve specific customer information, making the process time-consuming and inefficient.

To solve this, Zylker Techfix introduced a custom solution: a custom field that seamlessly syncs data between accounts and tickets. When a customer raises a ticket, the custom field in the ticket layout automatically fetches and updates values from the corresponding field in the account.

This integration has transformed their operations, enabling Zylker Techfix to map tickets to their respective accounts effortlessly. 

The result? Streamlined workflows and an improved customer service experience.

You can achieve better results in your ticketing operations, too! Here’s how to implement the custom function:

Prerequisites

1. Create a Custom Field

1.1 Go to Setup (S) >> Customization >> Layouts and Fields. Select Tickets under Layouts and the required Department. Access the active layout and add a custom field of your choice.  

1.1.1 Hover the mouse pointer over the custom field created, click on the Gear wheel icon >> Edit Properties. Note the API Name under the Edit Field. Click Update. Then, click Save and Close. 

1.2  Go to Setup (S) >> Customization >> Layouts and Fields. Select Accounts under Layouts, and in the Department drop-down, select the default department. Access the active layout and add a custom field of the same type as you have added in Tickets layout (1.1) .  

1.2.1 Hover the mouse pointer over the custom field created, click on the Gear wheel icon >> Edit Properties. Note the API Name under the Edit Field. Click Update. Then click Save and Close.     

2. Create a connection

      2.1 Go to Setup(S) and choose Connections under Developer Space.

      2.2 Click Create Connection.

      2.3 Select Zoho OAuth under Default Connection.

      2.4 Set the connection name as deskconnection.

      2.5 Under Scope, choose the below scope values:

             Desk.contacts.READ

             Desk.tickets.UPDATE

      2.6 Click Create and Connect.

      2.7 Click Connect and click Accept.

Connection is created successfully.

Create a Workflow Rule

1. Go to Setup, choose Workflows under Automation. 

2. Under Workflows, click Rules >> Create Rule.

In the Basic Information section,

3. Select Tickets from the drop-down menu under Module.

4. Enter a Rule Name and Description for the rule.

5. If you want to activate the rule right away, select the Active checkbox. Else, create the rule and activate it later.

6. Click Next.

 

In the Execute on section, follow these steps:

7. Select Create.  

8. Click Next.

 

9. Leave the Criteria section blank and click Next. (Add a criteria if you require it.) 

10. In the Actions section, click the + icon and select New next to Custom Functions.

11. Enter a Name and Description for the custom function.

12. Under Argument Mapping, give a desired Method Name. Map the arguments as below: 

12.1 In the Argument Name field, type ticketId and select TicketId under the Tickets Section, from the Value drop-down list.

12.2 In the Argument Name field, type accountId and select Account Id under the Accounts Section, from the Value drop-down list.                      

13. In the script window, insert the Custom Function given below:

1. // ----<<<< User Inputs >>>>----
2. // -- Replace ".com" with appropriate domain extension based on customer's location/DC --- 
3. deskURL = "https://desk.zoho.com";
4. //place the corresponding API name of the custom fields from the Accounts and Tickets layout
5. accountTicketsFieldApiNameMapping = {"ACCOUNT_FIELD_API_NAME":"TICKET_FIELD_API_NAME"};
6. // ----<<<< Initial Configs >>>>----
7. logs = Map();
8. logs.insert("ticketId":ticketId);
9. updateTicketCFPayload = Map();
10. //---------------------------
11. try 
12. {
13. 
    // ---- start your logic from here ----
14. if(accountId != null && !accountId.isEmpty())
15. {
16. primaryAccountDetail = invokeurl
17. [
18. url :deskURL + "/api/v1/accounts/" + accountId
19. type :GET
20. connection:"deskconnection"
21. ];
22. logs.insert("primaryAccountDetail":primaryAccountDetail);
23. if(primaryAccountDetail != null && primaryAccountDetail != "" && primaryAccountDetail.containsKey("cf") && primaryAccountDetail.get("cf") != null && !primaryAccountDetail.get("cf").isEmpty())
24. {
25. if(primaryAccountDetail.containsKey("cf") && primaryAccountDetail.get("cf") != null && !primaryAccountDetail.get("cf").isEmpty())
26. {
27. accountsCF = primaryAccountDetail.get("cf");
28. for each  customField in accountTicketsFieldApiNameMapping.keys()
29. {
30. if(accountsCF.containsKey(customField))
31. {
32. updateTicketCFPayload.put(accountTicketsFieldApiNameMapping.get(customField),accountsCF.get(customField));
33. }
34. }
35. logs.insert("updateTicketCFPayload":updateTicketCFPayload);
36. if(updateTicketCFPayload != null && !updateTicketCFPayload.isEmpty())
37. {
38. updateTicketPayload = {"cf":updateTicketCFPayload};
39. updateTicket = invokeurl
40. [
41. url :deskURL + "/api/v1/tickets/" + ticketId
42. type :PATCH
43. parameters:updateTicketPayload + ""
44. connection:"deskconnection"
45. ];
46. logs.insert("updateTicket":updateTicket);
47. }
48. }
49. }
50. }
51. }
52. catch (errorInfo)
53. {
54. logs.insert("errorInfo":errorInfo);
55. }
56. 
    
57. info "logs: \n" + logs;
58. 
    
59. if(logs.containKey("errorInfo"))
60. {
61.     throws "Error happen in the CF execution";
62. }

NOTE

a. In Line 2, Replace ".com" with the domain extension based on your Data Center.

b. In Line 5, add the API name of the custom field created within the Account and Tickets layout in this pattern {"cf_account_field":"cf_ticket_field"}

14. Click Save to save the custom function.

15. Click Save again to save the workflow.

If you’d like to automate the updating of more custom fields between Accounts and Tickets, feel free to reach out to us at support@zohodesk.com. 

We’d love to hear how this solution works for you. Share your experience with us—your feedback inspires us to keep improving. Happy ticketing!

Until next week,

Warm regards,

Lydia | Zoho Desk 

• Topic Participants

• Lydia | Zoho Desk

  

• Rudi Taljaard

• Shivani | Zoho Desk

  

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