How to nclude ticket.saved in ZIS bundle?

7 Comentarios

  • Ahmed Zaid

    Hi Nataly Merezhuk,

    You can put your slack actions in a ZIS flow and trigger it using ticket events as referenced here. The payload will include the previous and changed values as well as a ticket object.

    However, there is no generic "ticket save" event as far as I can tell. If you want a simpler logic acting upon that, you may consider a trigger that notifies a ZIS inbound Webhook. This way you can customise your input payload and provide a simple "Ticket updated" notification.

    Hope that helps.

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  • Nataly Merezhuk

    Thanks for the fast response! There actually is a generic "ticket save" event if the app runs in the background. Here is the doc and it works.

    Currently I've got:
    1. A flow when a ticket is created and it works.
    2. Another flow when a ticket is updated - this should run in the background and does not work. I've been trying to model the flow for updating the ticket off of this tutorial.

    Here's the ZIS bundle, is there any chance you could take a look at it?
    https://gist.github.com/natalyjazzviolin/cc272e0ebf44eb9cb5dfb9e287f94b75

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  • Ahmed Zaid

    Hi Nataly Merezhuk. I am not sure why you would need to listen to a ZAF event in the front-end. It is triggered server-side, but depends on the client-side action of the agent.

    The ticket.CommentAdded event in your ZIS jobSpec should fire based on any comment (agent or end-user). It is all back-end. However, it does not fire if the ticket is updated without a comment.

    I took a quick look on the jopSpec and flow and I couldn't spot the issue. What do your logs say? You can find them in https://{subdomain}.zendesk.com/admin/apps-integrations/integrations/logs

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  • Nataly Merezhuk

    I understand, I was using that doc as an example of how to test that the server-side event was firing.

    So I've been checking the logs through the development process and there are no logs for the ticket updated jobSpec. I've been successfully getting logs for the ticket created jobSpec though. 

    Do you know why I wouldn't be getting logs for the update ticket jobSpec, perhaps I'm missing a Choice somewhere in the bundle, or something else?

    EDIT: my main goal is to make the app run independent of my user session. Currently the slack messages come through while my session is active. I've added the background location in the manifest, but the events don't come through. What am I misunderstanding here?

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  • Ahmed Zaid

    Nataly Merezhuk, Did you make sure to also install the post_message_to_slack_on_ticket_updated_job_spec jobSpec? it is possible to overlook installing both jobSpecs independently.

    I am not sure about the relevance of the ZAF app in the background for this use case. Unless you are using it to trigger a custom webhook, or using a navbar app as an admin UI for the app, which does not seem to be the case. The ZIS bundle should be sufficient for reacting upon ticket and comment creation regardless of the user session.

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  • Nataly Merezhuk

    I hadn't installed the jobSpec, so that did it - thank you!

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  • Ahmed Zaid

    Glad that worked out. All the best!

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