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

    • Tip #44 – Get Deeper Insights with Zoho Assist’s Custom Reports – ‘Insider Insights’

      In today’s fast-paced IT environment, having a clear view of your remote support activities is more important than ever. Zoho Assist’s Custom Reports feature gives IT teams the ability to generate tailored reports that provide actionable insights and

    • Issue with SalesIQ Visitor Identification on WordPress

      Hi Zoho Support Team, I need some help with an issue on my WordPress website. My goal is to automatically identify logged-in WordPress users in Zoho SalesIQ, so I can see their name and email in the visitor list. Currently, my logged-in users are still

    • Message "...does not support more than 100 distinct values..." WHY????

      I get this message on one of my reports: Sorry, Zoho Reports currently does not support more than 100 distinct values in columns. 'Account Name * Sum(Amount),Count(Amount Tier)' contains more than 100 distinct values.  Possibly, you can apply filter to reduce the number of distinct values in 'Account Name' or drop the 'Account Name' field in Rows. I want to list all ACCOUNT NAMES (about 500) with SALES BY ACCOUNT.  What is blocking this?

    • Let's Talk Recruit: Super-charge hiring with Zoho Recruit add-ons

      Welcome back to our Let’s Talk Recruit series! This time, we’re diving into something that might seem like a small upgrade but has a huge impact on recruiter productivity: Zoho Recruit add-ons. Think about how much of your day is spent in your inbox or

    • Vendor Signatures Needed for Purchase Orders

      Hello everyone, We have a unique requirement that necessitates that Vendors & Suppliers formally acknowledge our Purchase Orders upon receipt. I was hoping that there would be an option to do so in Zoho Books, but that does not appear to be the case.

    • Store "Sign in with Google/Microsoft/GitHub etc." details

      Quite often now, users are using a sign-in provider like Google or Microsoft to sign into various apps and services. It would be great if Vault could remember which providers you use for each website and sign you in with that provider instead of a username

    • Tip of the Week #72– Assign thread ownership to avoid confusion.

      When teams handle a large volume of emails, managing threads becomes important to stay organized. Without a clear system, duplicate replies, missed follow-ups, or confusion over responsibilities can happen. Thread assignment solves this by designating

    • Unarchive tickets

      How can I manually unarchive tickets?

    • Optimize your Knowledge Base for enhanced accessibility by adding alt tags for images

      Let's learn why alt tags are crucial for your articles. You can add alternative tags (alt tags) and alternative text (alt text) to the images you share on your community forums or when embedding them in articles. Alt tags refer to the HTML attribute,

    • FSM trying again

      have not linked FSM yet to the rest of out Zoho suit. It certainly looks like the apointment and service part is more manageable for our staff. The question is that our engineers multi task examples 1. deliver products to customers not fitted 2. Service

    • Feature Request: Conditional Field Mandatoriness Based on Display Status

      Hello Zoho Creator Team, I would like to suggest an enhancement to improve the flexibility of form validations. Currently, when we need a field to be mandatory only if it's displayed on the form, the only option is to: Set the field as not mandatory in

    • Data Migration Strategies for Moving to a Cloud Solution

      Hi everyone, I’ve been working on moving some of our critical systems, including CRM and project data, to a Zoho cloud solution, and one of the biggest challenges I’ve encountered is data migration. Transferring large volumes of data while keeping it

    • Commerce Order as Invoice instead of Sales Order?

      I need a purchase made on my Commerce Site to result in an Invoice for services instead of a Sales Order that will be pushed to Books. My customers don't pay until I after I add some details to their transaction. Can I change the settings to make this

    • How to set different item selling prices for Zoho Commerce and Zoho Books

      Item selling prices for Zoho Commerce and Zoho Books are in sync. If we update the Item selling price in Books, the same will happen in commerce and vice versa. I need a separate commerce selling price for online users and a separate books selling price

    • How to report 'Response violation' OR 'Resolution violation'

      Hi, I want to report on SLA Violation Type. I grouped my tickets on this column. It seems I only get 'Response and Resolution Violation' or 'Not Violated'. The former seems to be given to a ticket if only the Response Time was violated. I would expect

    • Enable Keyword-Based Bot Activation in SalesIQ Without Scripts

      Hello team, We’d like to highlight an important limitation in Zoho SalesIQ Zobot. Current situation: In the no-code builder, bots can only be activated based on visitor attributes (country, page, campaign, CRM, etc.). If we want a bot to activate when

    • Date triggering Workflow rule

      I have a function triggered by a workflow rule. The function takes a date and creates a task for that date and fills in a field with the name of the day for that date. It also updates the status field of the record. The workflow rule is set to run whenever

    • Restricting contact creation

      Hi all! I am looking to use Zoho Desk in a part of the business that takes end user enquiries. These are generally single interactions, and not linked to an account name. As Desk is Account centric, has anyone designed a way to manage these incoming emails

    • Import Holiday Calendars

      HI Zoho Is there anyway of importing an online calendar like https://www.calendarlabs.com into the business hours calendars, to speed up setup of holiday calendars. Also could we also request a feature where you can specify a Holiday as hours, i.e it could be that the company is on a 1/2 day due to a holiday or when it is Eid in the UAE and they are only allowed to work restricted hours so we need the calendar to be flexible to allow for this. Regards Jamie

    • Filtering Tickets based on Email headers

      We're starting to get a lot more junk coming into our Zoho Desk, which is then triggering unnecessary email alerts to agents. Once thing we could do to cut this junk in half, is to filter tickets based on email headers. Any email containing the `List-Unsubscribe`

    • Error 550 5.4.1

      I’ve tried sending an email to someone but keep receiving this back. Any help would be greatly appreciated 

    • Billing Management: #2 Fair way of Billing- Prorated Billing

      Hello, From speaking about the traditional ways of billing in the previous post, we are moving into the deep sea of billing. We are now in a zone to break out the most complex yet, I would call it the fairest way of billing, the Prorated Billing. Prorated

    • Adding image in HTML report page

      Hi, I want to know two things: 1. Can anyone advise how to add an image in HTML report. The tagged used is <img> but what path do I mention for the image to be added in the HTML report. 2. Also, I want to know if I am creating an application for the market

    • How to change view of HTML report based on device but always print in A4

      Hello everyone, I am aware that HTML report view can be configured to adjust according to the screen size like Laptop, Tablet and mobile using media queries. But my concern is no matter on which device the reports is opened when printed should always

    • Age Calculation

      I've attempted to calculate the age of someone based on their birthday input by using the formula field. It works but I don't want all those decimals on there. I then tried to use "set variable" after birthday input but I get a field type mismatch, long vs. floating. Any ideas would be wonderful.

    • Search on Custom Field

      We're working on an integration with the Zoho FSM API and are trying to retrieve companies based on a custom field we added to the Companies module. However, we can't find a way to filter or query records using custom fields through the API. We have a

    • Sendmail function / custom action?

      I've setup a function hoping to email various business departments the details of a record once all work in that record is complete so gone about setting up a custom action in such way that each record line on the report has a button to click. Question is how do I actually include data from that record in the email that is sent when the button is clicked? I had thought that since this were being sent per record the email would include the data which had been entered

    • API to post drafts for social media

      I we want to post draft posts to our zoho social account and then approve and schedule them within Zoho social. is this possible with for example: https://apis.zoho.com/social/v2/post TIA Jon

    • What impactful sales coaching techniques have you used to boost your team's performance?

      I'm curious about the real-world impact of sales coaching on team performance. What specific techniques or strategies have you found most effective in driving consistent improvement and growth in your sales team? Any success stories or lessons learned

    • Possible to bold or indent text in the description field?

      As part of one item, I often have a detailed description that would be much easier to read if there was the ability to have a bulleted list or bold text and the like. Is this possible? My last invoicing software allowed markup in the field so, for example, an asterisk meant a bullet. I haven't been able to find any documentation related to this.  Any information would be appreciated. Thank you.

    • Formatting of Balance Sheet and Profit & Loss Reports

      The default format of the Balance Sheet and P&L Reports are based on the Account Types and then the individual accounts within the Chart of Accounts. These are then ordered alphabetically under these sub-headings and one is unable to re-order these or

    • UK MTD reports concerning turnover and cerash accounting

      Hi I am a sole trader, and I have just started with Zoho Books in order to comply with the new HMRC requirements. I use 'cash basis' - which I understand to mean that income is when the cash comes in (not the invoice date) and expenses are when they are

    • Retainer Invoice.

      Why ZOHO not have facilities to deduct partially advance payment from an invoice.

    • Share saved filters between others

      Hi, I am in charge to setup all zoho system in our company. I am preparing saved filters for everybody, but the only one can see its me. How can others see it? Thanks

    • No practical examples of how survey data is analyzed

      There are no examples of analysis with analytics of zoho survey data. Only survey meta data is analyzed, such as number of completes, not actual analysis of responses, such as the % in each gender, cross-tabulations of survey responses. One strange characteristic

    • Zoho Creator as LMS and Membership Solution

      My client is interested in using Zoho One apps to deploy their membership academy offer. Zoho Creator was an option that came up in my research: Here are the components of the program/offer: 1. Membership portal - individual login credentials for each

    • Adding Chargebee as a Data Connector

      Is it possible to get Chargebee added as a Zoho Analytics data connector?

    • Dropbox to Workdrive

      Namaste, Trust you all are doing well. Wanted to check how this can be done with Zoho flow. I typically receive dropbox links from my clients. Is there a way where I can provide the link to Zoho flow and it downloads the files from dropbox link to a work

    • Deals by Stages Funnel not showing in correct order

      Using the Stage-Probability Mapping for the Deals module we have created a steps our deals will pass through, RFQ, Closed/Lost, Declined/No-Go, Pricing, Submitted, Negotiations, Won. However when I view the Deal By Stages Funnel it does not show in the

    • Confirmation prompt before a custom button action is triggered

      Have you ever created a custom button and just hoped that you/your users are prompted first to confirm the action? Well, Zoho knows this concept. For example, in blueprint, whenever we want to advance to the next state by clicking the transition, it is

    • Next Page