Automation#27: Retain Ticket Owner on Moved Tickets

Automation#27: Retain Ticket Owner on Moved Tickets


Hello Everyone!
This week, we present to you a custom function that retains the ticket owner when a ticket is moved from one department to another.
Here’s more to help you understand the custom function:
At Zylker Techfix, Alex, the Support Engineer manages customer interactions when gadgets are submitted for servicing. Alex creates a ticket for each device and ensures customers feel supported. However, when a device requires advanced troubleshooting, the ticket is transferred to the Technical Engineering department. By default, this transfer often changes the ticket owner or leaves it unassigned, causing Alex to lose visibility and leaving customers feeling disconnected.

To solve this, Zylker Techfix used this custom function that retains Alex as the ticket owner during inter-department transfers. This allows Alex to stay updated, connect with customers, and provide timely updates while the Technical Engineers focus on resolving the issue. With this solution, Zylker Techfix ensures seamless collaboration and a better customer experience, maintaining trust and delivering quick resolutions.

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 Disable the toggle for User Credentials of Login User.
  1.6 Under Scope, choose the below scope values:
Desk.tickets.READ
Desk.tickets.UPDATE
  1.7 Click Create and Connect.
  1.8 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 Create.   
8. Click Next.
 
9. In the Criteria section, add criteria if required. 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. deskUrl = "https://desk.zoho.com";      //Edit the domain based on your DC
  2. getTicketHistory = invokeurl
  3. [

  4. url :deskUrl + "/api/v1/tickets/" + ticketID + "/History?limit=50"

  5. type :GET

  6. connection:"deskconnection"
  7. ];
  8. ticketHistory = getTicketHistory.get("data");
  9. info ticketHistory;
  10. prevTicketOwner = "";
  11. i = 0;
  12. for each  history in ticketHistory
  13. {

  14. if(history.get("eventName").equalsIgnoreCase("TicketUpdated"))

  15. {

  16. historychanges = history.get("eventInfo");

  17. for each  hchanges in historychanges

  18. {

  19. if(hchanges.get("propertyName").equalsIgnoreCase("Department"))

  20. {

  21. i = i + 1;

  22. }

  23. if(hchanges.get("propertyName").equalsIgnoreCase("Case Owner"))

  24. {

  25. if(hchanges.get("propertyValue").containKey("previousValue"))
  26. {
  27. prevTicketOwner = hchanges.get("propertyValue").get("previousValue").get("id");

  28. i = i + 1;

  29. }

  30. }

  31. }

  32. info prevTicketOwner;

  33. }

  34. if(i == 2)

  35. {

  36. break;

  37. }
  38. }
  39. jsonString = {"assigneeId":prevTicketOwner};
  40. updateTicket = invokeurl
  41. [

  42. url :deskUrl + "/api/v1/tickets/" + ticketID

  43. type :PATCH

  44. parameters:jsonString + ""

  45. connection:"deskconnection"
  46. ];
  47. info updateTicket;
NOTE
In Line 2, replace ".com" with the domain extension based on your Data Center.
14. Click Save to save the custom function.
15. Click Save again to save the workflow.
Additional Note
1. The Ticket Owner will be retained only if the agent is part of the department. 
2. Set up the workflow rule in all departments where tickets may be moved, ensuring the owner stays the same and the function works as intended.
This custom function streamlines workflows and enhances collaboration, ensuring a seamless customer experience. By keeping the original ticket owner, it helps to deliver efficient, customer-focused service every step of the way.

Until next time,
Regards,
Lydia | Zoho Desk 

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