Step 1: 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. Click Create Connection.
   
   
   
   
5. Do the following and click Create And Connect:
   
1. Connection Name: FSMConnection
   
2. Select the Scopes ZohoFSM.modules.all
   
   
   
   
6. Click Connect in the authentication page.
   
   
   
   
7. Click Accept in the authorization page.
   
   
   

Step 2: 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, do the following:
   
1. Select the module Tasks
   
2. Enter the Name as CreateWOInFSM
   
3. Click Edit Arguments
   
   
   
   
4. In the Edit Arguments overlay, enter the following and click Done:
   
1. Method Name: CreateWOInFSM
   
2. Name: task_id
   
3. Value: Task Id
   
   
   
   
5. Add the script below and click Save.
   
   
   

   try  { resp = zoho.desk.getRecordById("<OrgId>","tasks",task_id); ticket_id = resp.get("ticketId"); ticket_resp = zoho.desk.getRecordById("<OrgId>","tickets",ticket_id); description = 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" ]; 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")); } Service_Line_Items_List = list(); Service_Line_Items_Map = Map(); servResp = zoho.fsm.searchRecordsByField("Service_And_Parts","Type","Service",Map(),"fsmconnection"); service_id = servResp.get("data").toMap().get("id"); Service_Line_Items_Map.put("Service",service_id); Service_Line_Items_Map.put("Quantity",1); Service_Line_Items_Map.put("Sequence",1); Service_Line_Items_Map.put("Contact",customer_id); Service_Line_Items_List.add(Service_Line_Items_Map); 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("Type","Service"); createMap.put("Billing_Address",billing_Address_map); createMap.put("Service_Address",service_Address_map); createMap.put("Territory",terrId); createMap.put("Service_Line_Items",Service_Line_Items_List); response = zoho.fsm.createRecord("Work_Orders",createMap); info response; } catch (err) { sendmail [ from :zoho.adminuserid to :zoho.adminuserid subject :"Error creating work order from task" message :err ] }

Step 3: 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: Tasks
   
2. Rule Name: CreateWOFromTask
   
   
   
   
3. For Execute on, select Create and click Next.
   
   
   
   
4. Skip Criteria and click Next.
5. For Actions, select Custom Functions and click Existing.
   
   
   
   
6. In the Associate Existing Custom Functions, select CreateWOInFSM.
   
   
   
   
7. Click Save.
   
   

Testing the use case

Select a ticket in Zoho Desk and add a task under it.