1. Create a ticket in Zoho Desk from a note in Zoho FSM. Refer to this section for the implementation details.
   
2. Escalate a request when a critical note (e.g., mentioning "urgent" or "escalate") is added. Refer to this section for the implementation details.
   
3. Automatically update the asset status and notify the admin when a note containing specific keywords (e.g., "urgent repair," "requires maintenance") is added to an asset record.
   
4. The customer's request for additional service or concern about an ongoing problem can be documented as a note, which can be used to trigger a follow up work order.
   

- Permission Required: Manage Automation

- Find out the Edition-specific limits for Workflow Rules.

List of Supported Modules

1. Assets
   
2. Companies
   
3. Contacts
   
4. Estimates
   
5. Requests
   
6. Service Appointments
   
7. Services And Parts
   
8. Work Orders
   

Creating the workflow rule 

1. Go to Setup > Automation > Workflow Rules and click Create Workflow.
   
2. Enter the following details, then click Next:
1. The Module for which the rule has to be triggered.
   The module used here is Service Appointments.
2. A Rule Name
   
3. A Description of the rule
   
   
   
   
3. Select the rule trigger as On a Notes Action - Created and click Next.
   
   
   
   
4. Select the rule criteria as To all Service Appointments and To all notes and click Next.
   
   
   
   
5. Click +Action and select Webhook.
   
   
   
   
6. Select Create your own Webhook and click Next.
   
   
   
   
7. Enter the following details and click Save and Associate.
   Name: CreateTicket
   Method: POST
   URL to Notify: https://desk.zoho.com/api/v1/tickets
   Authorization Type: Connection
   Choose Connection: Create a connection for Zoho Desk.
   Body: Choose Type as Raw and Format as JSON and enter the following JSON.
   
   {
     "departmentId" : "1077597XXXXX6907",
     "contactId" : "${!Service_Appointments.Contact.ZDesk_Id}",
     "subject" : "${!Notes.Note_Title}",
     "description" : "${!Notes.Note_Content}",
     "status" : "Open"
   }
   
   To add a placeholder, type #. From the dropdown, select a module whose field value you want to use. Search the field you want to use and select it. The placeholders will be replaced with actual values when the webhook is executed. To find the departmentId navigate to Zoho Desk > Organization > Departments and click on the desired department name. You can find the departmentId at the end of the application url.
   
   
   
   You can also add the webhook if it has already been defined. Select Existing webhooks.
   
   
   
   Select the required webhook and click Next.
   
   
   
   
8. Click Save.
   
   
   

Create a Connection for Zoho Desk

1. Go to Zoho FSM > Setup > Developer Space > Connections and click Create Connection.
   
2. Under Default Services, select Zoho Desk.
   
3. Enter the following and click Create And Connect.
   
1. A Connection Name.
   The Connection Link Name will be automatically populated.
2. Scopes as Desk.tickets.CREATE
   
4. Provide the necessary access and permissions.
   

More Examples

Example 1: Escalate a request when a critical note is added.

1. Go to Setup > Automation > Workflow Rules and click Create Workflow.
2. Enter the following details, then click Next:
1. Module: Requests
   
2. Rule Name: EscalateCriticalRequest
   
3. Description: Escalate a request when a critical note is added.
   
   
   
   
3. Select the rule trigger as Created and click Next.
   
   
   
   
4. Select the rule criteria as Only to the Service Appointment matching certain conditions and add a condition as shown below. Click Next.
   
   
   
   
5. Click +Function.
   
   
   
   
6. Select Create your own Function and click Next.
   
   
   
   
7. Enter a Function Name and add the function in the ‌Deluge Script Editor. 
   
   
   Enter the following code. You need to create a connection for FSM named zfsm.
   
   adminEmail = organization.get("primary_email");
   attachmentsResp = notes.get("$attachments");
   
   file_attachment_list = List();
   
   reqName = request.get("Name");
   
   if(attachmentsResp.isNull())
   
   {
   
   info "No attachment present in the Note !!!";
   
   }
   
   else
   
   {
   
   attachments_list = attachmentsResp.toList();
   
   }
   
   for each  attachment in attachments_list
   
   {
   
   file_id = attachment.get("$file_id");
   
   fileResp = invokeurl
   
   [
   
   url :"https://fsm.zoho.com/fsm/v1/files?file_id=" + file_id
   
   type :GET
   
   connection:"zfsm"
   
   ];
   
   file_attachment_list.add(fileResp);
   
   }
   
   sendmail
   
   [
   
   from :zoho.adminuserid
   
   to :adminEmail
   
   subject :"Request " + reqName + " Escalated !!!"
   
   message :"This request has been escalated. PFA the supporting attachments."
   
   Attachments :file:file_attachment_list
   
   ]
   
   
   
   
   
8. Click Save and Associate to add the function.
9. Click Save.
   
   
   

Create a Connection for Zoho FSM