Programming Custom Functions - Zoho Desk Knowledgebase

Programming New Custom Functions

Deluge, an abbreviation formed from - Data Enriched Language for the Universal Grid Environment is an online scripting language integrated with Zoho services. With this script, you can add different types of business logic to the custom functions. The entire database layer is abstracted, and you just have to map the arguments with fields while scripting in Deluge. See Also Deluge Script - Reference Guide

Target Audience
  • Helpdesk Administrators who will configure workflow automation rules.
  • Programmers with the knowledge of Deluge Script.
Permission Required
Users with the Support Administrator permission profile can access this feature.
Check Feature Availability and Limits

Writing a New Function
You can write a new custom function in three simple steps:
  • Write a custom function.
  • Associate custom function to a workflow rule.
  • Test custom functions integration.

To write a custom function:
  1. Click the Setup icon  ) in the top bar.
  2. Click Workflows under the Automation menu.
  3. Click Custom Functions under the Workflows sub-menu.
  4. In the Custom Functions page, click New Custom Function in the upper right area.
  5. In the Configure Custom Function page, click the Write your own link.

  6. In the Deluge Script page, do the following:
    • Specify a name for the function and select a module to effect changes to their fields.
    • Click the Edit Arguments link.
    • In the Edit Arguments box map the arguments with the fields in support module or specify custom values.

    • Click Done.
  7. Write your required function in Deluge Script Builder. Click Save & Execute Script to validate your code. 
    If there are no errors, your script is ready to be associated with a Workflow Rule.

  8. Click Save.

To associate custom function to a workflow rule:
  1. Click the Setup icon  ) in the top bar.
  2. Click Workflows under the Automation menu.
  3. In the Workflow Rules page, click Create Rule in the upper right area.
  4. In the New Workflow page, provide some basic information about the workflow and click Next.
  5. In the following pages, specify the action for execution and the workflow rule parameters.
  6. Under Actions, click the Add Function icon  ) and then click Existing corresponding to Custom Functions.
  7. On the following page, select the custom function you want to associate and then click Save.

  • Alternatively, you can click New (under Actions) corresponding to Custom Functions to program a new function. When you complete, click on Save and Associate to associate the function to the workflow.

To test the custom function integration:
  1. You must add a record in Zoho Desk according to your workflow rule criteria.
  2. Check for the record received from Zoho Desk via the custom function, in your application.
  3. Modify your custom function code in Zoho Desk, if the record wasn't received or there was a mismatch in your application.
  4. You can continue to test the function until you obtain the required record from Zoho Desk to your application.

Important Notes
  • You can associate only one custom function per workflow rule.
  • A maximum of 10 support fields (arguments) can be transferred from Zoho Desk to third-party applications.
  • Custom functions can be used to retrieve data from your other Apps into Zoho Desk.
  • The API ticket must be updated regularly according to limits in third-party applications.
  • You would not receive any email notification if the custom function integration stopped working due to any issue in a third-party API.
  • When a connection to the Zoho Deluge service couldn't be established, the system will re-attempt thrice before it stops sending notifications for that particular workflow. Errors if any, can be viewed under the Failures section.
  • If you exceed the maximum count per day, the system will not send remaining custom function notifications to third-party applications and will notify the failure to Administrator.
  • While configuring the "send mail” (under Miscellaneous) deluge task, either the ‘from’ or the ‘to’ address must contain the email of the helpdesk administrator.
  • When you create a service specific "integration task" (under Miscellaneous) for the first time, that respective user’s authentication details will be stored in that service.

Working with Deluge Script Builder
The Deluge Script Builder helps you to program the custom functions using drag and drop user interface and execute the function within Zoho Desk. It enables you to convert the complex application logic into simple deluge code, without remembering the syntax and functions of Deluge Script. It contains the following components:
  • Deluge Script Code(1)
  • Deluge Tasks(2)
    • Conditions
    • Miscellaneous
    • Debug
    • List Manipulation
    • Map Manipulation
    • Web Data
    • XML Manipulation
  • Code Execution(3)

List of Deluge Tasks
Deluge Task Purpose
List Manipulation
Map Manipulation
Web Data
XML Manipulation

 Related Topics     Custom Functions - Overview    |    Gallery Functions

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