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
To create a connection for Zoho FSM that can be used in Zoho Desk for invoking the Zoho FSM APIs, do the following:
- Navigate to Setup > Developer Space > Connections and click Create Connection.
- In the Create Connection page, select the Custom Services tab and click Create New Service.
- In the Create Service page, enter the following details and click Create Service.
- Service Name: Zoho FSM
The Service Link Name will be automatically populated. - Authentication Type: OAuth2
- Parameter Type: Header
- Generated Client ID, Client Secret
- Authorize URL: https://accounts.zoho.com/oauth/v2/auth?access_type=offline&prompt=consent
- Access Token URL: https://accounts.zoho.com/oauth/v2/token
- Refresh Token URL: https://accounts.zoho.com/oauth/v2/token
- Scope: ZohoFSM.modules.all
Provide values for Scope Display Name. - Click Create Connection.
- Do the following and click Create And Connect:
- Connection Name: FSMConnection
- Select the Scopes ZohoFSM.modules.all
- Click Connect in the authentication page.
- 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 2: Create a custom function
In Zoho Desk, create a custom function that will create a Work Order in Zoho FSM from a Task in Zoho Desk.
- Navigate to Setup > Automation > Workflows > Custom Functions and click New Custom Function.
- In the Configure Custom Function page, click Write your own.
- In the Add New Custom Function, do the following:
- Select the module Tasks
- Enter the Name as CreateWOInFSM
- Click Edit Arguments
- In the Edit Arguments overlay, enter the following and click Done:
- Method Name: CreateWOInFSM
- Name: task_id
- Value: Task Id
- 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_emailtype :GETconnection:"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.getRecords("Service_And_Parts");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.adminuseridto :zoho.adminuseridsubject :"Error creating work order from task"message :err]}
Replace <OrgId> with the actual value. To find the OrgId, in Zoho Desk, navigate to Setup > Developer Space > API. You will find the value under the heading Zoho Service Communication (ZSC) Key.
Step 3: Create a workflow rule
Create a workflow rule in Zoho Desk to create a Work order in Zoho FSM whenever a Task is added in Zoho desk.
- Navigate to Setup > Automation > Workflows and click Create Rule.
- In the New Workflow page, enter the following details and click Next.
- Module: Tasks
- Rule Name: CreateWOFromTask
- For Execute on, select Create and click Next.
- Skip Criteria and click Next.
- For Actions, select Custom Functions and click Existing.
- In the Associate Existing Custom Functions, select CreateWOInFSM.
- Click Save.
Testing the use case
Select a ticket in Zoho Desk and add a task under it.
A Work Order will be created in FSM.
Access your files securely from anywhere
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 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 Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
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.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Create a Work Order in Zoho FSM from a Sales Order in Zoho Books
Use case: Whenever a Sales Order is created in Zoho Books, create a Work Order for it in Zoho FSM. Follow the steps below to implement this use case: Step 1: Create a connection for Zoho FSM in Zoho Books Step 2: Create a custom function in Zoho ...Create a Work Order in Zoho FSM from an Invoice in Zoho Books
Use case: Whenever an Invoice is created in Zoho Books, create a Work Order for it in Zoho FSM. Follow the steps below to implement this use case: Step 1: Create a connection for Zoho FSM in Zoho Books Step 2: Create a custom function in Zoho Books ...Create a Work Order in Zoho FSM whenever a Subscription is created or renewed
Use case: Whenever a subscription is created or renewed in Zoho Billing, create a Work Order in Zoho FSM. Step 1: Add a service named ForZBilling Step 2: Create a connection for Zoho FSM in Zoho Billing Step 3: Create a custom function in Zoho ...Create a Work Order in FSM from a CRM Sales Order
Use case: Create a work order in Zoho FSM whenever a sales order is created in Zoho CRM. Follow the steps below to implement this use case: Step 1: Create a connection for Zoho FSM in Zoho CRM Step 2: Create a workflow rule Step 3: Create a custom ...Create an Estimate in Zoho Invoice from a Work Order in Zoho FSM
Use case: Whenever a Work Order is created in Zoho FSM, create an Estimate for it in Zoho Invoice. Follow the steps below to implement this use case: Step 1: Create a custom function Step 2: Create a workflow rule Step 1: Create a custom function ...
New to Zoho LandingPage?
Zoho LandingPage Resources