ReplaceTicket

This activity allows the user to replace or update an existing ticket with a new set of details. It involves specifying the ticket ID and providing updated information or data that will override the current ticket details.

Properties

Configuration

Once you select the respective project name where Zendesk has been authenticated, the activity will automatically retrieve the available connections for that project.

If you have not added the connection, click here to learn more. 

Below are the properties available after the project has been integrated:

Zendesk: *This parameter indicates the account name associated with the integration.

INPUT

AssigneeID: This parameter indicates to provide the “Assignee ID” to whom the ticket needs to be assigned from the specific ID. It will directly route the ticket to the specified person.

It accepts the input value in “String” datatype. You can either hardcode the values in “String” format variable or provide the values in “String” datatype.

When left empty, it will not be considered, and the ticket will be assigned randomly to the persons in the group name.

BrandID: This parameter indicates to provide the “BrandID” of the specific brand. It represents the unique identifier of the brand/ product within the specific organization.

It accepts the input value in “String” datatype. You can either hardcode the values in “String” format variable or provide the values in “String” datatype.

When left empty, it will not be considered.

Description: *This parameter indicates to provide the description to explain the purpose for which the ticket is created.

It accepts the input value in “String” datatype. You can either hardcode the values in “String” format variable or provide the values in “String” datatype.

DueAt: This parameter indicates to provide the timeframe at which the ticket needs to be resolved within. It is basically known as SLA value upon which the ticket should be resolved.

DataType: It accepts the input value in “String” datatype.
Format: YYYY/MM/DD
You can either hardcode the values in “String” format variable or provide the values in “String” datatype.

When left empty, it will not be considered.

GroupID: This parameter indicates to specify the “GroupID” against which the ticket needs to be created and assigned specifically. It specifically helps the user to route the ticket to the specified GroupID.

It accepts the input value in “String” datatype. You can either hardcode the values in “String” format variable or provide the values in “String” datatype.

OrganizationID: This parameter indicates to specify the “OrganizationID” against which the ticket needs to be created.

It accepts the input value in “String” datatype. You can either hardcode the values in “String” format variable or provide the values in “String” datatype.

Priority: This parameter indicates you to set the priority based on importance and urgency of the incident to be resolved.

• Urgent: Allows you to create a ticket with an urgent priority based on its impact.
• High: Allows you to create a ticket with high priority based on its impact.
• Normal: Allows you to create a ticket with normal priority based on its impact.
• Low: Allows you to create a ticket with low priority based on its impact.

RequesterID: This parameter indicates the end user who has initiated the request to create the ticket.
It accepts the input value in “String” datatype. You can either hardcode the values in “String” format variable or provide the values in “String” datatype.

Status: It indicates to retrieve the list of tickets from the specified status.
• New
• Open
• Pending
• Hold
• Solved
• Closed

Subject: This parameter indicates to mention the subject of the ticket.

It accepts the input value in “String” datatype. You can either hardcode the values in “String” format variable or provide the values in “String” datatype.

TicketID: *This parameter indicates to provide the “TICKET ID” against which the details needs to be updated.

It accepts the input value in “String” datatype. You can either hardcode the values in “String” format variable or provide the values in “String” datatype.

Type: This parameter indicates the choose the type of ticket from the below,

Problem: It indicates to create a ticket if there is a bug in the software.
Incident: To group multiple tickets that represent the same issue / interruption in the software, use this.
Question: It indicates the query or any inquiry about the software.
Task: It indicates to create a task to complete a set of actions with clear steps.

MISC

DisplayName: Displays the name of the activity. The activity name can be customized, which aids in troubleshooting.

SkipOnError: Specify the “Boolean” value as “True” or “False.”
True: Continue executing the workflow regardless of any errors thrown.
False: Halt the workflow if it encounters any errors.
None: If the option is left blank, the activity will, by default, behave as if “False” were chosen.

Version: It indicates the version of the feature being used.

OUTPUT

Result: It provides the ability to view the execution status of the activity. It returns values in “Boolean.”
True: Indicates that the activity has been executed successfully without any errors.
False: Indicates that the activity has been unsuccessful due to an unexpected error being thrown.

* Represents mandatory fields to execute the workflow.