Automation#36: Auto-create time-entry after performing the Blueprint transition

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Hello Everyone,

This week’s edition focuses on configuring a custom function within Zoho Desk to streamline time tracking within the Blueprint. In this case, we create a custom field, and request the agent to enter the spending time within the single line field and then move to the next status within the blueprint. This entry updates under the Time Entry tab within the ticket.

Businesses rely on automated time entry to track time, but certain workflows require manual input. For example, ZylkerTechFix, a company specializing in hardware servicing and repairs, needed a precise way to log time spent on servicing devices across departments.

After an initial assessment, the support team transfers the ticket to the Engineering team. The time taken for servicing varied based on the complexity of the issue. To ensure accurate tracking, agents were required to manually log the time spent at this stage. A custom single line field was added to capture this information, and the organization flow was integrated into a Blueprint, making it seamless for agents and transparent for customers.

Let's go through setting up a Blueprint with a custom function that allows agents to manually log the time spent in a specific status once they've completed the process. This helps track time at each stage, improving efficiency and customer communication.

Prerequisites

Create a connection

  1.1 Go to Setup(S) and choose Connections under Developer Space.
  1.2 Click Create Connection.
  1.3 Select Zoho OAuth under Default Connection.
  1.4 Set the connection name as desk_connection.

  1.5 Under Choose Scopes, choose the below scope values:

Desk.tickets.READ

Desk.tickets.UPDATE

  1.6 Click Create and Connect.
  1.7 Click Connect.
  1.8 Choose the Zoho Desk's organization to connect with Deluge, and click Submit.
  1.9 Click Accept.

Connection is created successfully.

Create a custom single line field

a. Navigate to Setup >> Customization >> Layouts and Fields.

b. Select Tickets module and the Department in which you will configure the Blueprint.

c. Click on the layout. Add single line field which has the field value length of 255. Give the Name – Spending Time.

This single line field is  for the agent to manually enter the time taken to handle this ticket. Enter the time in this format HH:MM:SS (eg: 02:15:30)  .

Configure Custom Function within the Blueprint

Create a Blueprint with the required transitions for your process.

1. To create a Blueprint, go to Setup >> Automation >> Blueprint. 
2. Choose the department (the same department where you created the custom field) and click on Create Blueprint.
3. Give a desired name under Blueprint Name and description.
4. Choose Tickets under the module and let the Field be Status.
5. Add Criteria as Specific records/All records as required.
6. Add Advanced configuration as required.
7. Click Next.
8. Drag and drop the required States for your organization flow. Connect the different states  
9. Click on the + icon between the states to add a transition. Give a Name and Description for the transition.
10. Click Add transition

Within Transitions

11. Under Before, add the Agents whom you would like to give access to the Blueprint.

12. Add Transition Owner from a Different Department, Choose Department and Criteria if required.
13. Under During, click on Add Operations >> Fields >> choose Spending Time.  This will be marked validation and Mandatory.
14. Under After, click on New next to custom functions.

15. Under Configure Custom Function, enter Name and Description.

16. 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. customFieldAPIName = "cf_"; // Replace the custom field API Name
5. orgId = "";// Replace the org ID
6. // ----<<<< Initial Configs >>>>----
7. logs = Map();
8. logs.insert("ticketId":ticketId,"timeEntryValue":timeEntryValue);
9. //---------------------------
10. try
11. {
12. // --- Perform the time calculation tasks ---
13. executedTime = toText(now,"yyyy-MM-dd'T'HH:mm:ss.SSS'Z'","GMT");
14. timeEntryValueList = timeEntryValue.toList(":");
15. logs.insert("timeEntryValueList":timeEntryValueList);
16. secondsSpent = timeEntryValueList.get(0).toNumber() * 3600 + timeEntryValueList.get(1).toNumber() * 60 + timeEntryValueList.get(2).toNumber();
17. logs.insert("secondsSpent":secondsSpent);
18. getHistory = invokeurl
19. [
20. url :deskURL + "/api/v1/tickets/" + ticketId + "/history?operationName=Blueprints_History"
21. type :GET
22. connection:"desk_connection"
23. ];
24. agentId = getHistory.get(0).get("agentId");
25. logs.insert("getHistory":getHistory);
26. createTimeEntry = invokeurl
27. [
28. url :deskURL + "/api/v1/tickets/" + ticketId + "/timeEntry"
29. type :POST
30. parameters:{"executedTime":executedTime,"secondsSpent":secondsSpent,"ownerId":agentId} + ""
31. connection:"desk_connection"
32. ];
33. logs.insert("createTimeEntryApiResponse":createTimeEntry);
34. update = zoho.desk.update(orgId,"tickets",ticketId,{"cf":{customFieldAPIName:""}});
35.     logs.insert("Update":update);
36. }
37. catch (errorInfo)
38. {
39. logs.insert("errorInfo":errorInfo);
40. }
41. info "logs: \n" + logs;
42. if(logs.containKey("errorInfo"))
43. {
44. throws "Error happen in the CF execution";
45. }

17. Click on the Edit Arguments in the script editer window, give a desired Method Name. Map the arguments as below:
       17.1 In the Argument Name field, type ticketId and select Ticket Id in the Tickets Section.

       17.2 In the Argument Name field, type timeEntryValue and select Spending Time in the Tickets Section. Click Done.

NOTE

a. In Line 3, replace .com in the address with .in/.eu/.ca based on your DC.

b. In Line 4, enter the API name of the custom field.
To fetch the API name, go to Setup (S) → Customization → Layouts and Fields. Select the department for which you've configured this blueprint under Tickets module. Select the layout, click on the gear icon(Field settings) of the custom field and select Edit properties. Copy the API name under Edit field and paste it in line 4 of the code.   

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c. In Line 5, enter the Org ID. Go to Setup >> Developer Space >> APIs. Under API Plan Details, you will fine the metric Org ID and its Values. Copy the value and paste it in line 3.  

18. Click on Save & Complete Blueprint.

19. Click Yes, Proceed. 
Your configuration is complete.

In the ticket, when the agent chooses to move to the next transition, the spending time values has to be entered by the agent in the format HH:MM:SS. Once the value is entered, the ticket proceeds to the next transition.

You can utilize the custom field "Spending Time" across multiple transitions too. Each time a transition occurs, the field resets, allowing users to input the time spent during subsequent transitions.

Please share your thoughts and understanding of how the Blueprint feature has helped your business. If you need help with Blueprints, our mailbox is open to hear you: support@zohodesk.com. 

Until the next post,

Lydia | Zoho Desk 

• Topic Participants

• Lydia | Zoho Desk

  

• Mark

• Shivani | Zoho Desk

  

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