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Need to capture field and values from a response message to an API call
Posted Feb 27, 2024
I am working on a B2B integration between Zendesk and ServiceNow for incident tickets based on API calls.
When certain conditions are fulfilled for an incident ticket in Zendesk, a corresponding ticket needs to be created in ServiceNow. This is done based on a Trigger in Zendesk with defined Conditions, and an Action that posts a JSON body through an active Webhook holding a URL endpoint to the ServiceNow system. This works fine as such with the ticket creation, but I need to know the corresponding ticket number in ServiceNow in order to be able to later on update the ServiceNow ticket.
The ServiceNow ticket number can be found in the response message to the API call (can be seen when creating the ticket using Postman), but I haven't found any way/mechanism in Zendesk to capture the ServiceNow ticket number as part of the response message, which also have been confirmed by your/Zendesk support, that this functionality doesn't exist.
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3 comments
Jacob the Moderator
Hey Anders Bergenholtz
You could create a ZIS flow that performs the request towards ServiceNow and parses the request response for the SN ticket ID, and have the value recorded in a custom ticket field for later reference.
https://developer.zendesk.com/documentation/integration-services/developer-guide/developing-private-zis-integrations/
I'm not a developer myself, but have managed to create a few simple flows that do similar things.
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Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. And thank you Jacob for sharing your helpful insight here. Anders, do let us know if the solution provided is helpful for you (PS the links shared are safe to click). For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Anders Bergenholtz
Thanks Jacob and Shawna for your hints and helpful insights. Yes, this seems to be a possible way forward. I am not a programmer myself but I will share your answers to colleagues with the right skillset.
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