Automation#19:Auto-Close Tickets Upon Task Completion

Automation#19:Auto-Close Tickets Upon Task Completion



Hello Everyone!
We’re excited to bring you another custom function this week. In this edition, we’ll show you how to automatically close tickets when all associated tasks are marked as completed.

Let’s see how ZylkaPure, a leading water filter company, benefits from this functionality. ZylkaPure specializes in installing and servicing water filters for homes and offices. When a customer books a service, a ticket is created, and the specific tasks required for the service are added to it. As service engineers carry out the necessary work, they update the status of each task. Once all tasks are marked as completed, the system automatically closes the ticket, ensuring a streamlined process and reducing manual follow-ups.

Implementing this custom function in your portal can automate ticket closure and simplify your workflow. Follow these steps to set up the automation in your system.

Prerequisites
1. Create a connection
      1.1 Go to Setup and choose Connections under Developer Space.
      1.2 Click Create Connection.
      1.3 Select Zoho Desk under Default Services.
      1.4 Give the connection name as closeticketbytask.
      1.5 Under Scope, choose the below scope values:
            Desk.activities.READ
            Desk.activities.tasks.READ
            Desk.tickets.UPDATE
      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 Tasks 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 Field Update and select the field Status to execute this rule every time the task status is updated.  
8. Click Next.
 
In the Criteria section
9. Specify the criteria as Status is Completed, AND Completed Time is not empty.

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 taskId and from the Value drop-down list, select Task Id under Task Section.
 12.2 In the Argument Name field, type associatedTicketId, and from the Value drop-down list, select Ticket Id under Tasks Section.                                                    
13. In the script window, insert the Custom Function given below:
  1. // ----<<<< User Inputs >>>>----
  2. // --- Replace ".com" with appropriate domain based on your DC
  3. deskURL = "https://desk.zoho.in";
  4. // --- Enter a status name to indicate the 'completed' status of a task ---
  5. taskCompletedStatusName = "Completed";
  6. taskCanceledStatusName = "Canceled";
  7. // --- Enter the name of the custom status to be updated in the Ticket after the completion of all the associated Tasks ---
  8. statusNameToUpdateInTicket = "Closed";
  9. // ----<<<< Initial Configs >>>>----
  10. logs = Map();
  11. logs.insert("taskId":taskId,"associatedTicketId":associatedTicketId);
  12. tasksListToProcess = List();
  13. shallUpdateTicketStatus = false;
  14. //---------------------------
  15. try
  16. {
  17.  // ---- Check to find the Task and Ticket association ----
  18. isTicketAssociatedWithThisTask = !isNull(associatedTicketId) && !isEmpty(associatedTicketId);
  19.  if(isTicketAssociatedWithThisTask)
  20.  {
  21.   // --- Get the list of all tasks associated with this ticket ---
  22.   getTasksListApiParam = Map();
  23. getTasksListApiParam.insert("from":0,"limit":100,"isSpam":false,"sortBy":"createdTime");
  24.   logs.insert("getTasksListApiParam":getTasksListApiParam);
  25.   getTasksListApiResponse = invokeurl
  26.   [
  27.   url :deskURL + "/api/v1/tickets/" + associatedTicketId + "/tasks"
  28.   type :GET
  29.   parameters:getTasksListApiParam
  30.   headers:{"Content-Type":"application/json"}
  31.   connection:"closeticketbytask"
  32.   ];
  33.   logs.insert("getTasksListApiResponse":getTasksListApiResponse);
  34.   isValidToProcess_getTasksListApiResponse = !isNull(getTasksListApiResponse) && !isEmpty(getTasksListApiResponse) && getTasksListApiResponse.size() > 0 && getTasksListApiResponse.containsKey("data");
  35. logs.insert("isValidToProcess_getTasksListApiResponse":isValidToProcess_getTasksListApiResponse);
  36.   if(isValidToProcess_getTasksListApiResponse)
  37.   {
  38.   tasksListToProcess = getTasksListApiResponse.get("data");
  39.   }
  40.  }
  41. logs.insert("isTicketAssociatedWithThisTask":isTicketAssociatedWithThisTask,"tasksListToProcess_size":tasksListToProcess.size());
  42.  if(tasksListToProcess.size() > 0)
  43.  {
  44.   // --- Check to ensure that all tasks are completed or not ---
  45.   for each  currentTaskDetail in tasksListToProcess
  46.   {
  47.   currentTaskStatusName = currentTaskDetail.get("status");
  48.   currentTaskCompletedTime = currentTaskDetail.get("completedTime");
  49. if((currentTaskStatusName == taskCompletedStatusName || currentTaskStatusName == taskCanceledStatusName) && !isNull(currentTaskCompletedTime))
  50.   {
  51.   shallUpdateTicketStatus = true;
  52.   }
  53.   else
  54.   {
  55.   logs.insert("notCompletedTaskId":currentTaskDetail.get("id"));
  56.   shallUpdateTicketStatus = false;
  57.   break;
  58.   }
  59.   }
  60.  }
  61.  logs.insert("shallUpdateTicketStatus":shallUpdateTicketStatus);
  62.  if(shallUpdateTicketStatus)
  63.  {
  64.   // --- Update status field to the associated ticket ---
  65.   ticketUpdateApiParam = Map();
  66.   ticketUpdateApiParam.insert("status":statusNameToUpdateInTicket);
  67.   logs.insert("ticketUpdateApiParam":ticketUpdateApiParam);
  68.   ticketUpdateApiResponse = invokeurl
  69.   [
  70.   url :deskURL + "/api/v1/tickets/" + associatedTicketId
  71.   type :PATCH
  72.   parameters:ticketUpdateApiParam.toString()
  73.   headers:{"Content-Type":"application/json"}
  74.   connection:"closeticketbytask"
  75.   ];
  76.   logs.insert("ticketUpdateApiResponse":ticketUpdateApiResponse);
  77.  }
  78. }
  79. catch (errorInfo)
  80. {
  81.  logs.insert("errorInfo":errorInfo);
  82. }
  83. info "logs: \n" + logs;
  84. if(logs.containKey("errorInfo"))
  85. {
  86.  ths "Error happen in the CF execution";
  87. }
NOTE
a. In Line 3, Replace ".com" with appropriate domain extension based on your Data Center.

In case you have a custom name for the task status or ticket status, you can make suitable changes in the following lines:
b. Line 7 ==> Enter a status name to indicate the 'completed' status of a task
c. Line 9 ==> Enter the name of the status you want to be updated in the Ticket after the completion of all the associated Tasks
14. Click Save to save the custom function.
15. Click Save again to save the workflow.

We trust this solution will streamline your workflow! Stay tuned for more fresh insights and tips to help you make the most of Zoho Desk and optimize your experience.



    • Sticky Posts

    • Register for Zoho Desk Beta Community

      With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

    • Share your Zoho Desk story with us!

      Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

    • Tip #1: Learn to pick the right channels

      Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

    • Welcome to Zoho Desk Community - Say hello here!

      Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

    • Webinar 1: Blueprint for Customer Service

      With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

    • Recent Topics

    • Zoho Reports Duplicating Entries

      I have a custom costing tab with a table where we entre invoices. These are under a Heading (PO Subject) and notes added in the form with different line items. In the reports, I have organised the report to group per PO Subject, with the total of the

    • Validation Rule Not Working for Mandatory Field in Zoho Blueprint

      As a Zoho user, we created a validation rule for a specific field. However, we noticed that when we made the same field mandatory within a Blueprint, the validation rule we defined did not work. When we reported this issue to Zoho Support, they stated

    • Notes Issues

      Been having issues with Notes in the CRM. Yesterday it wasn't showing the notes, but it got resolved after a few minutes., Now I have been having a hard time saving notes the whole day. Notes can't be saved by the save button. it's grayed out or not grayed

    • Export from Contacts module to Products module in Zoho CRM

      Good afternoon, I would like to send a number of contact info from the Contacts module into the customized module (tickets to an event) in one operation. I have selected several contacts in the Contact module (people who I have labelled as people I want

    • Can’t receive emailI c

      I have generated a basic for but when I submit it I don’t get a email, I’ve been in the settings and tested me email, all appears correct, can you please help me

    • Data Capture for Historical Activity (Especially One Lead Downloading Variois reports without Overwriting the info)

      Is there a better way in Zoho CRM to capture and archive a lead’s historical activity—specifically whenever they download reports—so that the data is stored without being overwritten?”

    • Client Script - Updating Field Value in Detail Page of a Lead

      Hello, I'm trying to use Client Script To enrich some data of the Lead when one of my User fill the "City" field in the detail page of the Lead. This is my Script: log (value); var response = ZDK.Apps.CRM.Functions.execute("getInfoCitta", { "nomeCitta":

    • Auto shapes in Zoho sheet.

      Does Zoho sheet supports inserting auto shapes (rectangle, circle...). I did not see any option to do so.  If its not supported currently, is there any plans on bring in this features. Any timelines ?

    • How to get the call recording external ID via desk API

      I have enabled phonbridge integration with Zoom Call. I am trying to access the call recording in Zoom by calling Zoom API. I have built a Desk workflow to trigger on a new call, to call a custom function. when calling the API, the response doesn't contain

    • Can't View Project Names in Mobile App

      I can't view project names on PO's in the app, nor can I add that as a viewable PDF field in inventory on the computer. I've attached screenshots showing that in the mobile version whether you are on the PO, editing the PO, or viewing the PO line items,

    • Notebook

      I have purchased the monthly pro subscription of Notebook. But it does not support my XP-Pen to write something in it. So it is not useful to me. Hence I am requesting you to help me to discontinue this subscription.

    • Domain Mapping & Image Publishing Issues on Zoho Sites

      Hello, I am facing two issues with my Zoho Sites account: 1. Images not visible after publishing. 2. Domain mapping error: "Domain already exists". I am a paid customer. Please connect me with Live Chat Support or Zoho Assist so I can show my issue

    • Prevent duplicate with custom fields?

      I was wondering something about custom field/custom modules in Zoho Desk. For some reason you can make a custom field mandatory but not unique? For example, if I create a custom module to manage equipment and renewal and make a field serial number no

    • Where is the desktop app for Zoho Projects???

      As a project manager, I need a desktop app for the projects I manage. Yes, there's the web app, which is AWESOME for cross browser and platform compatibility... but I need a real desktop app for Projects that allow me to enter offline information where

    • How to Automate Monthly PDF Reports with Filters in Zoho Creator

      Hi everyone, I’m trying to build an automated monthly reporting process in Zoho Creator and would appreciate suggestions or best practices from anyone who has done something similar. What I’m trying to do: I have a form called New_Customer with fields

    • Feedback: Streamlining Note Management in Zoho Notebook

      Dear Team/Support, I would like to share some feedback regarding the note management system that could help improve usability and accessibility for users like myself. Notebook 1 (screenshot attached): Currently, the system does not allow selecting and

    • showing Limit exceeded

      Good afternoon...trust you're good. I've been having issues working with but it's not responding. it's showing Limit exceeded, sorry it seems like too many people are working on the sheet right now please try again later. meanwhile no one is working on

    • Upload API

      I'm trying to use the Upload API to upload some images and attach them to comments (https://desk.zoho.com/DeskAPIDocument#Uploads#Uploads_Uploadfile) - however I can only ever get a 401 or bad request back. I'm using an OAuth token with the Desk.tickets.ALL

    • Losing description after merging tickets

      Hello, We merge tickets when they are about the same topic from the same client. It happens sometimes. We recently noticed that after the merger only the description from the master ticket is left in a thread. And the slave-ticket description is erased.

    • update linked contacts when update happens in account

      Hi, I have a custom field called Licence in the Accounts module. When someone buys a licence, I’d like to update a custom field in the related Contacts. How can I achieve this? I noticed that workflows triggered on Accounts only allow me to update fields

    • Problem Management Module

      I am looking for a Problem Management module within Zoho Desk. I saw in some training videos that this is available, and some even provided an annual price for it. I want an official confirmation on whether this is indeed available. This is not a particularly

    • Unable to explore desk.zoho.com

      Greetings, I have an account with zoho which already has a survey subscription. I would like to explore desk.zoho.com, but when I visit it while logged in (https://desk.zoho.com/agent?action=CreatePortal) I just get a blank page. I have tried different

    • Offline support for mobile app

      Accessing your files and folders from your mobile devices is now quicker and simpler, thanks to the power of offline support. Whether on an Android or iOS device, you can use the Offline function to save files and folders, so you can review them even

    • Zoho Desk KB article embedded on another site.

      We embed KB articles from Zoho Desk on another site (our application). When opening the article in a new tab, there is no issue, but if we choose lightbox, we are getting an error "To protect your security, help.ourdomain.com will not allow Firefox to

    • Does Attari Messaging app have Bot option and APIB

      Hi, Does Attari also have Bot and API as we use in WhatsApp??

    • How to add application logo

      I'm creating an application which i do not want it to show my organization logo so i have changed the setting but i cannot find where to upload/select the logo i wish to use for my application. I have seen something online about using Deluge and writing

    • Details & Limitations of the Free Forever Plan

      I cannot find any comparison/details about the Free Forever Plan. Can you please publish details of what are its limitations?

    • how to differentiate if whatsapp comes from certain landing page?

      I create a Zobot in SalesIQ to create a Whatsapp bot to capture the lead. I have 2 landing pages, one is SEO optimized and the other want is optimized for leads comes from Google Ads. I want to know from which landing page this lead came through WhatsApp

    • How to record company set up fees?

      Hi all, We are starting out our company in Australia and would appreciate any help with setting up Books accounts. We paid an accountant to do company registration, TFN, company constitution, etc. I heard these all can be recorded as Incorporation Costs, which is an intangible asset account, and amortised over 5 years. Is this the correct way to do it under the current Australian tax regulations? How and when exactly should I record the initial entry and each year's amortasation in Books? Generally

    • Show Payment terms in Estimates

      Hi,  we are trying to set up that estimates automatically relates payment terms for the payment terms we introduced on Edit contact (Field Payment terms).  How can it be done? Our aim is to avoid problems on payment terms introduced and do not need to introduce it manually on each client (for the moment we are introducing this information on Terms and Conditions.  Kind Regards, 

    • When dispatched to crew, assigning lead missing

      Hello, For the past two or three weeks, whenever an officer assigns Service Appointment to a team, the lead person is missing from the assigned service list. Therefore, we have to reschedule the SA and then the lead person becomes visible in the assigned

    • I want to transfer the project created in this account to another account

      Dear Sir I want to transfer the project created in one account to another account

    • Custom Bulk Select Button

      Zoho CRM offers the ability to select multiple records and invoke a Custom Button This functionality is missing from Recruit Currently we can only add buttons in the detail page and list But we cannot select Multiple Records and invoke a function with

    • 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

    • BUG - Google Business Buttons - Add a button to GBP Post

      I am experiencing an issue with the "Add a button" feature when creating posts for my Google Business Profile (GBP) through Zoho Social. When I schedule or publish a GBP post and include a call-to-action button with a specific URL, the post itself publishes

    • Do you have software like Windows software?

      We want swadeshi software

    • Trying to export a report to Excel via a deluge script

      I have this code from other posts but it gives me an error of improper statement, due to missing ; at end of line or incomplete expression. Tried lots of variations to no avail. openUrl(https://creatorapp.zoho.com/<username>/<app name>/XLSX/#Report:<reportname>,"same

    • Need help to create a attach file api

      https://www.zoho.com/crm/developer/docs/api/v8/upload-attachment.html Please help me to create it... It's not working for while. Do you have some example?

    • Export view via deluge.

      Hi, Is it possible to export a view (as a spreadsheet) via deluge? I would like to be able to export a view as a spreadsheet when a user clicks a button. Thanks     

    • Possible to generate/download Quote PDF using REST API?

      See title. Is there any way after a quote has been created to export to a PDF using a specified template and then download it? Seems like something that should be doable. Is this not supported in the API v2.0?

    • Next Page