Automation#25: Move Tickets to Unassigned When the Owner Is Offline

Hello Everyone,

Welcome to this week's Community Series!

'Tis the holiday season—a time when work often takes a brief pause. 

The holiday spirit is in full swing at Zylker Techfix too, with employees taking some well-deserved time off. During this period, ticket owners are frequently offline at work.

Amid the holiday hustle and bustle, customers continued responding to tickets. Unfortunately, tickets assigned to agents on leave went unnoticed, as they were not listed under unassigned requests.

Zylker Techfix needed a solution to ensure such tickets were reassigned to "Unassigned," preventing any customer requests from being overlooked. This is where a custom function came to the rescue, just in time!

Here’s how you can use this custom function to move tickets automatically to "Unassigned" when the ticket owner is offline and a customer replies. Follow these steps to implement the custom function within a workflow rule.

Prerequisites

1. Create a connection

  1.1 Go to Setup(S) and choose Connections under Developer Space.

  1.2 Click Create Connection.

  1.3 Select Zoho Desk under Default Services.

  1.4 Set the connection name as deskconnection.

  1.5 Under Scope, choose the below scope values:

Desk.settings.READ

Desk.basic.READ

Desk.tickets.UPDATE

Desk.tickets.READ

  1.6 Click Create and Connect.

  1.7 Click Connect and click Accept.

Connection is created successfully.

Create a Workflow Rule

1. Go to Setup, choose Workflows under Automation. 

2. Under Workflows, click Rules >> Create Rule.

In the Basic Information section,

3. Select Tickets from the drop-down menu under Module.

4. Enter a Rule Name and Description for the rule.

5. If you want to activate the rule right away, select the Active checkbox. Else, create the rule and activate it later.

6. Click Next.

 

In the Execute on section, follow these steps:

7. Select Customer Reply.  

8. Click Next.

 

9. In the Criteria section, select Ticket Owner is not empty. click Next. 

10. In the Actions section, click the + icon and select New next to Custom Functions.

11. Enter a Name and Description for the custom function.

12. Under Argument Mapping, give a desired Method Name. Map the arguments as below: 

  12.1 In the Argument Name field, type ticketId and select Ticket Id under the Tickets Section.     
                                      

13. In the script window, insert the Custom Function given below:

1. // ----<<<< User Inputs >>>>----
2. // --- Replace ".com" with appropriate domain extension based on customer's location/DC --- 
3. deskURL = "https://desk.zoho.com";
4. //Replace your Current Configured Department Id
5. departmentId = "DEPARTMENT_ID";
6. // ----<<<< Initial Configs >>>>----
7. logs = Map();
8. onlineAgentsId = List();
9. //---------------------------
10. try 
11. {
12. // ---- start your logic from here ----
13. getTicketInfo = invokeUrl
14. [
15. url : deskURL + "/api/v1/tickets/" + ticketId
16. type : GET
17. connection : "deskconnection"
18. ];
19. logs.insert("getTicketInfo":getTicketInfo);
20. assigneeId = getTicketInfo.get("assigneeId");
21. onlineAgentsInfo = invokeUrl
22. [
23. url : deskURL + "/api/v1/onlineAgents?departmentId="+departmentId+"&limit=100"
24. type : GET
25. connection : "deskconnection"
26. ];
27. logs.insert("onlineAgentsInfo":onlineAgentsInfo);
28. if ( onlineAgentsInfo != null && onlineAgentsInfo != "" && onlineAgentsInfo.get("data").size() > 0 ) 
29.     {
30. for each agentInfo in onlineAgentsInfo.get("data")
31.         {
32. onlineAgentsId.add(agentInfo.get("agentId"));
33.         }
34.     }
35. logs.insert("onlineAgentsId":onlineAgentsId);
36. if (!onlineAgentsId.contains(assigneeId.toString())) 
37.     {
38. ticketUpdate = invokeUrl
39. [
40. url : deskURL + "/api/v1/tickets/" + ticketId
41. type : PATCH
42. parameters : {"assigneeId":""}+""
43. connection : "deskconnection"
44. ];
45. logs.insert("ticketUpdate":ticketUpdate);
46.     }
47. }
48. catch (errorInfo)
49. {
50. logs.insert("errorInfo":errorInfo);
51. }
52. info "logs: \n" + logs;
53. if(logs.containKey("errorInfo"))
54. {
55. throws "Error happen in the CF execution";
56. }

NOTE

a. In Line 2, Replace ".com" with the domain extension based on your Data Center.

b. In Line 5, add the departmentId of the department where you want to configure this custom function.

How to fetch the DepartmentId? 

To find the departmentId, navigate to Setup (S) >> Organization >> Departments.
Select the department where you want to configure the custom function. Copy the numerical ID at the end of the URL from the address bar.

14. Click Save to save the custom function.

15. Click Save again to save the workflow.

Our Community Series is here to provide practical tips and solutions. If you have any questions or suggestions, feel free to reach out to us at support@zohodesk.com—we’d love to hear from you!

Wishing you a joyful and productive holiday season. 

Until next time,

Best Wishes,

Lydia | Zoho Desk 

• Topic Participants

• Lydia | Zoho Desk

  

• Amelia

• Shivani | Zoho Desk

  

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