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.

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