Ronald Czachara

Thanks Tipene Hughes,

OK, that explains the behavior then. Would be nice to be able to handle this in our app somehow.

Cheers

Ron

Hi there,

We have an app that sends an HTTP request when new tickets are created. The idea is to generate an alert in our own product.

All words find when I create the ticket manually. However, when the ticked is created via email the event (ticket.saved) does not seem to be triggered.

In the manifest the app is marked as a background app:

Hi Erica,

Thanks again ....

The ticket creation is quite straightforward. I did not configure any auto-assignments. However, I can see that all the tickets I have created are assigned to myself. I create the ticket by clicking "Submit as New". When I go into the ticket again I see the status is "Open". In my code I always get "isNew": false. I never see true here. And I never see the comments. I remember (more or less) I saw the comments, when I did not use a background app but a side bar app.

I just submitted an app update where I use a workaround. I compare the timestamps createdAt and updatedAt. When the difference is greater than half a second I assume it is an update and not the initial creation of the ticket.

Thanks and Best Regards

Ron

Hi Erica,

I create a ticket by clicking "Submit as New". However, right after that the ticket is marked as Open.

In "ticked.saved" I only get one event where isNew is false. Also the comments are not present in the data object.

Am I missing something?

Thanks again and Best Regards

Ron

Hi Erica,

Sure, you can find the complete code here ....

https://github.com/rons4/signl4-integration-zendesk/blob/main/assets/iframe.html

Thanks again

Ron

Thanks Erica,

I tried that but it seems I always get the following when using ticket.saved ....

"isNew":false
"status":"open"

No matter whether I create a new ticket or add a comment to an existing one. So I cannot distinguish between new and updated existing tickets.

It seems the two issues I experience (not getting the comments and not being able to distinguish new from existing tickets) are related to the background apps.

Not sure if I am missing something.

Thanks again

Ron

Hello,

I have another question ....

When I use the following:

client.on('ticket.save', function(data) {
sendAlert(data);
return true;
});

the variable "data" contains the ticket information but the comments seem to be empty.

Is there a way to access the comments for "ticket.save"?

Also, for "ticket.save" I get the event each time the ticket is saved or when a comment has been added. This is as it should be of course. But, is there a way to get an event only if a new ticket has been created? I wan to distinguish between a newly created alert and an existing saved one. 

Thanks again

Ron

Hi Erica,

Thanks a lot and sorry for my late reply.

In fact your question was already the answer for me. I added the background location and now it works just fine.

Thanks again

Ron

Thanks Erica,

Yes, that looks like a feasible approach. However, I am looking for something that can get listed in your marketplace. Is this possible with the webhooks as well? If not, would something like webhooks also work with the app like I have mentioned in my first post or is there a better way?

To give you some background about the use case:

First, I would like to send ticket information via webhook (Zendesk to us) to trigger an alert.

Second, we would like to publish an app on our side that sends ticket updates back to Zendesk.

Thanks again

Ron 

Hello,

I was searching around but could not find a good start.

My intention is to create an app that sends an HTTP request to our alerting service when a ticket is created (or updated, or closed).

I tries this one:

var client = ZAFClient.init();

client.on('ticket.save', function(data) {
sendAlert(data);
return true;
});

However, this never gets called.

When I use this instead, it works.

client.on('*.changed', function(data) {
sendAlert(data);
});

But it is only called when I change certain fields and not when I create a new ticket for example.

Is there some sample code for achieving the above? Or, can you point me in the right direction. 

Thanks a lot

Ron