Power of Automation :: Smart Ticket Management Between Zoho Desk and Projects

Power of Automation :: Smart Ticket Management Between Zoho Desk and Projects

Hello Everyone,


A custom function is a software code that can be used to automate a process and this allows you to automate a notification, call a webhook, or perform logic immediately after a workflow rule is triggered. This feature helps to automate complex tasks and calculations. 


Below is the use case ::

Automatically Re-open the status of tickets in Zoho Desk once the status of the linked bug is closed in Zoho Projects.

This functionality can be implemented using Custom Functions & Business Rules. First, establish a connection with the Zoho OAuth service using the scopes 'ZohoDesk.tickets.ALL, ZohoProjects.bugs.ALL'.

Make sure to set the connection link name to ‘ projectsdesk’ in the code provided below. The screenshots of Arguments is attached for reference.
projectsURL = "https://projects.zoho.in";
getTicketId = invokeurl
[
url :projectsURL + "/api/v3/portal/" + portalId + "/projects/" + projectId + "/bugs/" + bugId + "/tickets?supportinfo_available=true"
type :GET
connection:"projectsdesk"
];
info getTicketId;
for each  ticket in getTicketId
{
ticketInfo = ticket.get("supportpage_url").toList("/");
ticketId = ticketInfo.get(ticketInfo.size() - 1);
paramMap = Map();
paramMap.put("status","Open");
//Update ticket status
updateTicket = invokeurl
[
url :deskURL + "/api/v1/tickets/" + ticketId
type :PATCH
parameters:paramMap.toString()
connection:"projectsdesk"
];
}

Creating custom functions in Zoho Projects is straightforward and well-documented. Zoho provides a range of built-in functions that you can use as a starting point, and you can also easily define your own functions using Zoho's scripting language, Deluge. Give it a try and see how it can save your time and boost your productivity!

Watch this space for more such custom function codes.


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