Step 1: Create a custom status in Zoho Desk

1. Navigate to Setup > Customization > Ticket Status and click Add Status.
   
   
   
   
2. In the Add New Ticket Status form, do the following and click Save.
   
1. Status Name: Moved to FSM
   
2. Status Type: Closed
   
   

Step 2: Create a connection for Zoho FSM in Zoho Desk

1. Navigate to Setup > Developer Space > Connections and click Create Connection.
   
   
   
   
2. In the Create Connection page, select the Custom Services tab and click Create New Service.
   
   
   
   
3. In the Create Service page, enter the following details and click Create Service.
   
1. Service Name: Zoho FSM
   The Service Link Name will be automatically populated.
2. Authentication Type: OAuth2
   
3. Parameter Type: Header
   
4. Generated Client ID, Client Secret
   
5. Authorize URL: https://accounts.zoho.com/oauth/v2/auth?access_type=offline&prompt=consent
   
6. Access Token URL: https://accounts.zoho.com/oauth/v2/token
   
7. Refresh Token URL: https://accounts.zoho.com/oauth/v2/token
   
8. Scope: ZohoFSM.modules.all
   Provide values for Scope Display Name.
   
   
   
   
4. Do the following and click Create And Connect:
   
1. Connection Name: FSMConnection
   
2. Select the Scopes ZohoFSM.modules.all
   
   
   
   
5. Click Connect in the authentication page.
   
   
   
   
6. Click Accept in the authorization page.
   
   
   

Step 3: Create a custom function

1. Navigate to Setup > Automation > Workflows > Custom Functions and click New Custom Function.
   
   
   
   
2. In the Configure Custom Function page, click Write your own.
   
   
   
   
3. In the Add New Custom Function page, do the following:
   
1. Select the module Tickets
   
2. Enter the Name as CreateRequestInFSM
   
3. Click Edit Arguments
   
   
   
   
4. In the Edit Arguments overlay, enter the following and click Done:
   
1. Method Name: CreateRequestInFSM
   
2. Name: ticket_id
   
3. Value: Ticket Id
   
   
   
   
5. Add the script below and click Save.
   
   

   ticket_resp = zoho.desk.getRecordById("<OrgId>","tickets",ticket_id); info "ticket_resp: " + ticket_resp; description = ticket_resp.get("subject"); customer_email = ticket_resp.get("email"); search_resp = invokeurl [  url :"https://fsm.zoho.com/fsm/v1/Contacts/search?api_name=Email&value=" + customer_email  type :GET  connection:"fsmconnection" ]; info "search_resp: " + search_resp; if(search_resp == "" || search_resp == null) {  desk_contact_search_resp = zoho.desk.searchRecords("<OrgId>","Contacts",{"email":customer_email});  desk_contact_search_data = desk_contact_search_resp.get("data").toMap();  contact_create_Map = Map();  contact_create_Map.put("Salutation","Mr.");  contact_create_Map.put("First_Name",desk_contact_search_data.get("firstName"));  contact_create_Map.put("Last_Name",desk_contact_search_data.get("lastName"));  contact_create_Map.put("Email",desk_contact_search_data.get("email"));  contact_create_Map.put("Phone",desk_contact_search_data.get("phone"));  contact_create_Map.put("Mobile",desk_contact_search_data.get("mobile"));  contact_Service_Address_Map = Map();  contact_Service_Address_Map.put("Address_Name",desk_contact_search_data.get("lastName") + " Shipping Address");  contact_Service_Address_Map.put("Street_1",desk_contact_search_data.get("street"));  contact_Service_Address_Map.put("City",desk_contact_search_data.get("city"));  contact_Service_Address_Map.put("State",desk_contact_search_data.get("state"));  contact_Service_Address_Map.put("Zip_Code",desk_contact_search_data.get("zip"));  contact_Service_Address_Map.put("Country",desk_contact_search_data.get("country"));  contact_Billing_Address_Map = Map();  contact_Billing_Address_Map.put("Address_Name",desk_contact_search_data.get("lastName") + " Billing Address");  contact_Billing_Address_Map.put("Street_1",desk_contact_search_data.get("street"));  contact_Billing_Address_Map.put("City",desk_contact_search_data.get("city"));  contact_Billing_Address_Map.put("State",desk_contact_search_data.get("state"));  contact_Billing_Address_Map.put("Zip_Code",desk_contact_search_data.get("zip"));  contact_Billing_Address_Map.put("Country",desk_contact_search_data.get("country"));  contact_create_Map.put("Service_Address",contact_Service_Address_Map);  contact_create_Map.put("Billing_Address",contact_Billing_Address_Map);  cr_resp = zoho.fsm.createRecord("Contacts",contact_create_Map);  customer_id = cr_resp.get("data").toMap().get("Contacts").toMap().get("id"); } else {  customer_id = search_resp.get("data").toMap().get("id"); } customer_resp = zoho.fsm.getRecordById("Contacts",customer_id); customer_data = customer_resp.get("data").toMap(); Billing_Address_Map = customer_data.get("Billing_Address").toMap(); if(Billing_Address_Map != null) {  billing_Address_map = Map();  billing_Address_map.put("id",Billing_Address_Map.get("id"));  billing_Address_map.put("Billing_Street_1",Billing_Address_Map.get("Street_1"));  billing_Address_map.put("Billing_Street_2",Billing_Address_Map.get("Street_2"));  billing_Address_map.put("Billing_City",Billing_Address_Map.get("City"));  billing_Address_map.put("Billing_State",Billing_Address_Map.get("State"));  billing_Address_map.put("Billing_Country",Billing_Address_Map.get("Country"));  billing_Address_map.put("Billing_Zip_Code",Billing_Address_Map.get("Zip_Code")); } Service_Address_Map = customer_data.get("Service_Address").toMap(); if(Service_Address_Map != null) {  service_Address_map = Map();  service_Address_map.put("id",Service_Address_Map.get("id"));  service_Address_map.put("Service_Street_1",Service_Address_Map.get("Street_1"));  service_Address_map.put("Service_Street_2",Service_Address_Map.get("Street_2"));  service_Address_map.put("Service_City",Service_Address_Map.get("City"));  service_Address_map.put("Service_State",Service_Address_Map.get("State"));  service_Address_map.put("Service_Country",Service_Address_Map.get("Country"));  service_Address_map.put("Service_Zip_Code",Service_Address_Map.get("Zip_Code")); } terrResp = zoho.fsm.getRecords("Territories"); terrId = terrResp.get("data").toMap().get("id"); createMap = Map(); createMap.put("Summary",description); createMap.put("Contact",customer_id); createMap.put("Priority","Medium"); createMap.put("Billing_Address",billing_Address_map); createMap.put("Service_Address",service_Address_map); createMap.put("Territory", terrId); response = zoho.fsm.createRecord("Requests",createMap); new_rec_id = response.get("data").toMap().get("Requests").toMap().get("id"); up_map = Map(); up_map.put("<custom_field_api_name>",ticket_id.toString()); up_resp_res = zoho.fsm.updateRecord("Requests",new_rec_id,up_map); info up_resp_res;

1. In the above custom function, replace <OrgId> with the actual value. You can find the OrgId at Setup > Developer Space > API.
   
   
   
   
2. Replace <custom_field_api_name> with the Api name of the custom field.

Step 4: Create a workflow rule

1. Navigate to Setup > Automation > Workflows and click Create Rule.
   
   
   
   
2. In the New Workflow page, enter the following details and click Next.
   
1. Module: Tickets
   
2. Rule Name: CreateRequestFromTicket
   
   
   
   
3. For Execute on, select Field Update and select the field Status and click Next.
   
   
   
   
4. For Criteria, select Status is CLOSED Status includes, Moved to FSM, Closed and click Next.
   
   
   
   
5. For Actions, select Custom Functions and click Existing.
   
   
   
   
6. In the Associate Existing Custom Functions, select CreateRequestInFSM.
   
   
   
   
7. Click Save.
   
   

Step 5: Create a custom field

Create a custom field Desk Ticket ID of type single line in the Requests module. This field will be used to store the ID of the Zoho Desk ticket from which the request was created.  Use the Api name in the custom function.

Testing the use case