Zoho FSM | Create a Request in Zoho FSM from your website

Create a Request in Zoho FSM from your website

Usecase: Create a Request in Zoho FSM whenever user submits a form in your website. The user has to provide an email address of an existing Zoho FSM Contact. This can be achieved in Zoho FSM using the Create Request API.

To do so, you need to follow the steps below:

Step 1: Create a Creator App 

  1. Log in to the Creator App.
  2. Choose Solutions from the left menu and click Create Solution.

  3. Click Select for Applications.

  4. Select Create for Create from scratch.

  5. Enter an Application Name and click Create Application.

  6. Click Create new form.

  7. In the Create Form page, click From scratch.

  8. Enter a form name and click Create Form.

  9. Add the following fields and click Done.
Field Name
Field Type
Field Values
Single Line
Drop Down
Low, Medium, High, Critical
Due Date
Service Address

Billing Address

Preferred Date 1
Preferred Date 2
Preferred Time
Drop Down
Anytime, Morning, Afternoon, Evening
Preference Note
Multi Line

The Creator app is created. Click Access this application to use the app.

Step 2: Create a Connection for the Creator App  

  1. Click the Creator icon in the top left corner.

  2. Click Microservices and click Create New.

  3. Click Pick & Create for Connections.

  4. Click Zoho in the left menu.

  5. Search for Zoho OAuth and click it.

  6. In the Zoho OAuth - Add connection dialog, do the following:
    1. Enter a Connection Name
    2. Select FSM from the list of applications
    3. Select all the scopes.
    4. Click Create And Authorize.

  7. In the <Connection Name> - Link Account dialog, do the following:
    1. Enter a Name of Authorization Account
    2. Select Production for Use Authorization for following Environments
    3. Click Authorize.

  8. Click Accept in the authorization page.

Step 3: Enable Connection access for the Creator App 

The Connection needs to be made accessible to the Creator apps. To do so:
  1. Toggle the connection access to ON.
    In the custom function, where FSM APIs are used via the invokeURL task, use the Link Name of the connection.

Step 4: Create a Workflow for the Creator App 

A workflow rule needs to be created to trigger a function that will create a request in Zoho FSM.
To create a workflow rule:
  1. Navigate to your Creator form and click Edit this application.

  2. Click Workflow.

  3. Click Create Workflow.

  4. Enter the following details and click Create Workflow.
    1. Run when a record is: Created
    2. When to trigger workflow: Successful form submission
    3. Name the workflow: FSM Request Creation

The workflow is created. Now you need to associate an action with it. In our case, it will be a function to create a request.

To add an action (Function):

  1. Click Add New Action.

  2. In the Add New Action overlay, click Deluge Script.

  3. In the Deluge Script Editor, add the below script for creating a request and click Save.
    In the script, ensure that the parameter names (e.g. input.Summary) are the same as the Field link name of the fields.
customer_email = input.Email;
search_resp = invokeurl
url :"https://fsm.zoho.com/fsm/v1/Contacts/search?api_name=Email&value=" + customer_email
type :GET
customer_id = search_resp.get("data").get(0).toMap().get("id");
customer_resp = invokeurl
url :"https://fsm.zoho.com/fsm/v1/Contacts/" + customer_id
type :GET
customer_data = customer_resp.get("data").get(0).toMap();
Billing_Address_Map = customer_data.get("Billing_Address").toMap();
if(Billing_Address_Map != null)
billing_Address_map = Map();
Service_Address_Map = customer_data.get("Service_Address").toMap();
if(Service_Address_Map != null)
service_Address_map = Map();

territoryResp = invokeurl
url :"https://fsm.zoho.com/fsm/v1/Territories"
type :GET
terrId = territoryResp.get("data").get(0).get("id");

createMap = Map();
Preference_Map = Map();
createList = list();
NewCreateMap = Map();
create_resp = invokeurl
url :"https://fsm.zoho.com/fsm/v1/Requests"
type :POST
info create_resp;

  1. Click Edit this application.

  2. Click Open Form Builder.

  3. Select the field whose link name you want to view.

Step 5: Publish the Creator App

  1. Under Operations, click Publish.

  2. Click Publish Component.

  3. In the Publish Component popup, select the following values and click Publish.
    1. Application: FSM - Create Request
    2. Component: Request Details (Form)

You need to use the Embed Code to add this form to your website.

Step 6: Create a website using Zoho sites

  1. Log in to Zoho Sites.
  2. Click Create New Website.
  3. Enter a website name, pick your website's category, and click Choose Theme.

  4. Choose a template you want to use and click Customize.

  5. Choose the Color, Font, Header, and Banner of your liking and click Finish.

  6. Click the area in the website where you want to place the request form and click Add Element.

  7. Select Embed Iframe from Elements > Others.

  8. In the Embed code dialog, paste the iframe code generated in the previous step and click Ok.

    The request form will be embedded in your website.
  9. Save the changes and click Publish.

  10. Provide your domain details and click Publish.
    You can either choose a free subdomain of zohosites.com, or use a domain you already own.

Testing the usecase

Access your website.

Enter the details in the form and click Submit. Please use the email ID of an existing Zoho FSM contact with a service and billing addresses.

A new request is created in Zoho FSM.

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