Zoho FSM | Create a Request in Zoho FSM from a Ticket in Zoho Desk

Create a Request in Zoho FSM from a Ticket in Zoho Desk

Use case: Create a Request in Zoho FSM when the status of a Zoho Desk ticket changes to Moved to FSM. The created request will have a custom field with the ID of the Zoho Desk ticket from which it was created.

Step 1: Create a custom status in Zoho Desk

Create a custom status Moved to FSM 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

To create a connection for Zoho FSM that can be used in Zoho Desk for invoking the Zoho FSM APIs, do the following:
  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.

In the custom function, where FSM APIs are used via the invokeURL task, use this Connection Link Name.

Step 3: Create a custom function

Create a custom function to create a Request in Zoho FSM from a Ticket in Zoho Desk.
  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
     type :GET
    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_Service_Address_Map = Map();
     contact_Service_Address_Map.put("Address_Name",desk_contact_search_data.get("lastName") + " Shipping Address");
     contact_Billing_Address_Map = Map();
     contact_Billing_Address_Map.put("Address_Name",desk_contact_search_data.get("lastName") + " Billing Address");
     cr_resp = zoho.fsm.createRecord("Contacts",contact_create_Map);
     customer_id = cr_resp.get("data").toMap().get("Contacts").toMap().get("id");
     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();
    Service_Address_Map = customer_data.get("Service_Address").toMap();
    if(Service_Address_Map != null)
     service_Address_map = Map();

    terrResp = zoho.fsm.getRecords("Territories");
    terrId = terrResp.get("data").toMap().get("id");

    createMap = 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_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

Create a workflow rule in Zoho Desk to create a request in FSM when the status of a Zoho Desk ticket changes to Moved to FSM.
  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

Change the status of ticket to Moved to FSM.

A Request will be created in FSM.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                                    You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.

                                        Manage your brands on social media

                                          Zoho Desk Resources

                                          • Desk Community Learning Series

                                          • Digest

                                          • Functions

                                          • Meetups

                                          • Kbase

                                          • Resources

                                          • Glossary

                                          • Desk Marketplace

                                          • MVP Corner

                                          • Word of the Day

                                            Zoho Marketing Automation

                                              Zoho Sheet Resources


                                                  Zoho Forms Resources

                                                    Secure your business
                                                    communication with Zoho Mail

                                                    Mail on the move with
                                                    Zoho Mail mobile application

                                                      Stay on top of your schedule
                                                      at all times

                                                      Carry your calendar with you
                                                      Anytime, anywhere

                                                            Zoho Sign Resources

                                                              Sign, Paperless!

                                                              Sign and send business documents on the go!

                                                              Get Started Now

                                                                      Zoho TeamInbox Resources

                                                                              Zoho DataPrep Resources

                                                                                Zoho DataPrep Demo

                                                                                Get a personalized demo or POC

                                                                                REGISTER NOW

                                                                                  Design. Discuss. Deliver.

                                                                                  Create visually engaging stories with Zoho Show.

                                                                                  Get Started Now

                                                                                                      • Related Articles

                                                                                                      • Create a Work Order in Zoho FSM from a Task in Zoho Desk

                                                                                                        Usecase: Create a Work order in Zoho FSM whenever a Task is added in Zoho desk. Step 1: Create a connection for Zoho FSM in Zoho Desk Step 2: Create a custom function Step 3: Create a workflow rule Step 1: Create a connection for Zoho FSM in Zoho ...
                                                                                                      • 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 ...
                                                                                                      • Create Requests in Zoho FSM from Zoho CRM Deals

                                                                                                        Usecase: Using a custom button, push Deals in Zoho CRM as Requests to Zoho FSM. Also, create a related list in the Deals record that lists the Requests created for the Deal. Step 1: Create a connection for Zoho FSM in Zoho CRM Step 2: Create a custom ...
                                                                                                      • Overview of Zoho FSM

                                                                                                        What is Zoho FSM? Zoho FSM is a cloud application that offers an overarching solution for handling the entire life cycle of processes involved in the management and execution of field services. All processes that are pivotal to field services are ...
                                                                                                      • Essentials of Zoho FSM

                                                                                                        Key Terms Crew A crew consists of several field agents who are grouped together to conduct a specific task. Each crew is assigned a lead. Dispatch Console The scheduling tool from which the service appointments are scheduled and dispatched by users ...
                                                                                                        Wherever you are is as good as
                                                                                                        your workplace



                                                                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                                          CRM Tips

                                                                                                          Make the most of Zoho CRM with these useful tips.

                                                                                                            Zoho Show Resources