Environment
TeamDynamix, iPaaS
Issue
Admins need to know how to create tickets using iPaaS JSON
Resolution
We recommend testing your workflows in the Sandbox environment.
- From within a TeamDynamix workflow, create a new step with the type ‘TeamDynamix iPaaS'.
- Name the workflow step. The name can indicate what the step does.
- Choose ticket:create_ticket in the iPaaS Flow field.
- Choose Latest Published Version in the iPaaS Flow Version field.
- Add appropriate JSON in the Additional Arguments field.
- See example code snippets below for acceptable values for the Additional Arguments JSON field.
- Check the Wait for Results checkbox.
- Click the Add Result button and type ‘FlowFailure’ in the Result field that appears.
- This will allow for additional logic to be built into the workflow if the iPaaS flow fails either because the passed status couldn’t be found or a passed user could not be added as a contact.
- Save the workflow step and connect it in the workflow.
Important: Do not connect this flow directly to another call of this flow. It will fail. There must be a different flow or step type between calls of this flow, or a timer.
Accepted value details for Ticket: Create Ticket
A feed entry will be added to the source ticket and the target ticket referencing the ticket ID and application created and created from.
* Ensure the values are valid for the specific application, whether they're entered as a parameter value or defaulted from the existing ticket value.
| Value name |
Acceptable value details |
|
appID
|
The target application id value.
If no value is passed, the current ticket appID will be set.
|
| formID |
The target form id value.
If no value is passed, the application default form will be set.
|
| accountID |
The account id value.
If no value is passed, the current ticket accountID will be set.
|
locationID
Setting the standard Location attribute |
The location id value.
- Int32
- Pass custom attribute ID in “{{}}”
- Pass current ticket location as “{{Location}}”
|
locationroomID
Setting the standard Location Room attribute
|
The location room id value.
- Int32.
- Pass current ticket location room as “{{LocationRoom}}”
|
locandroomID
Only use when passing the custom attribute: Location and Room
|
Used to set the standard Location and Location Room attributes from a Location and Room custom attribute.
Be sure to NOT pass values for locationID and locationroomID
- Pass custom attribute ID in “{{}}”
|
| titleattrib |
The values will be set as the title of the ticket.
- Use []
- Pass custom attribute ID in “{{}}”
- Text string value in quotes
- Pass the current ticket ID, requestor name, account or location enter: "{{ID}}", "{{RequestorName}}", “{{Location}}” or “{{Account}}” or “{{Title}}”. For {{ID}} reference the 'appname' parameter below.
If no value is passed, the current ticket title will be set.
|
| descrattrib |
The values will be added to the description of the ticket. Text string values accept html.
- Use []
- Pass custom attribute ID in “{{}}”
- Text string value in quotes
- Pass the current ticket ID, requestor name, account or location enter: "{{ID}}", "{{RequestorName}}", "{{Location}}" or "{{Account}}". For {{ID}} reference the 'appname' parameter below.
If no value is passed, the current ticket description will be set.
|
| ticketdescr
|
Pass the current ticket description to the “descrattrib” value passed of the new ticket.
- Set to “Yes” to add the current ticket description.
- Set to “No” to not add the existing ticket description.
If no value is passed, it defaults to “No”.
|
| * respgroup |
The responsible group id value.
If no value is passed, the current ticket responsible group will be set if the source and target appIDs are the same. If they are not the same, the ticket will be Unassigned if there is no form default.
|
| * typeID |
The type id value.
*If creating a ticket in another application, the type id value needs to exist in the appID entered. Otherwise the flow will fail.
|
| * serviceID |
The service id value.
If no value is passed, the current ticket serviceID will be set.
|
| serviceofferingID |
The service offering id value.
If no value is passed, the current ticket serviceofferingID will be set.
|
| priorityID |
The priority id value.
Int32
If no value is passed, the current ticket priorityID will be set.
|
| enddate |
The number of calendar days to add to the current date.
|
| startdate |
The number of calendar days to add to the current date.
|
| notifyreq |
Notify the requestor on ticket creation.
If no value is passed, it will be set to “Yes”.
|
| notifyresp |
Notify the notifyresp on ticket creation.
If no value is passed, it will be set to “Yes”.
|
| requestoruid |
The UID of the requestor.
If no value is passed, the current ticket requestor will be set.
|
|
* sourceattrib
Use to pass to target custom attributes. Including Location and Location Room custom attributes.
A source custom person attribute needs to be mapped to a target custom person attribute. Not another type such as free form.
|
Comma-separated list from the source ticket that will map to each target attribute(targetattrib).
- Use []
- Pass custom attribute ID in “{{}}”
- Text string value in quotes
- Pass the current ticket ID, requestor name, account or location enter: "{{ID}}", "{{RequestorName}}", "{{Location}}" or "{{Account}}" or "{{LocationRoom}}". For {{ID}} reference the 'appname' parameter below.
It will do a 1:1 mapping with the IDs entered in the targetattrib. Invalid ID values that do not exist on the source will be null.
|
| * targetattrib |
Comma-separated list on the target ticket that will map each source attribute(sourceattrib) to the target.
- Use []
- Pass custom attribute ID in “{{}}”
- Text string value in quotes
It will do a 1:1 mapping with the IDs entered in the sourceattrib.
|
| appname |
Add the application prefix to the ticket ID if passed to target title, description or custom attribute.
If no value is passed, it will be set to "No".
|
Examples
A Ticket will be created in the LSA-TS application using the LSA-TS TDX Support form and LSA-TS TDX Support group. The source custom attribute values and string text from an ITS-TeamDynamix Inbound Email ticket will be passed to the target ticket custom attributes.
{"appID": 46,
"formID": 1708,
"titleattrib": ["testing create ticket"],
"notifyresp": "No",
"notifyreq": "No",
"respgroup": 390,
"serviceID": 524,
"typeID": 160,
"sourceattrib": [“{{1780}}”,”{{7215}}”],
"targetattrib": [“{{2935}}”,”{{3445}}”],
"descrattrib": [“{{1780}}”,"<b>test123</b>",”{{7215}}”]
}
A Ticket will be created with the same appID, priorityID, requestorUID, respgroup, and accountID as the ticket related to the workflow. Custom attributes are being passed to the title and description. The current ticket Account and Location are being passed to the new ticket description.
{"titleattrib": ["question","{{2408}}","thanks"],
"notifyreq": "No",
"notifyresp": "No",
"serviceID": 67,
"locationID": 62,
"typeID": 28,
"formID": 115,
"ticketdescr": "No",
"descrattrib": ["My questions is: ","{{11493}}","{{Account}}","{{Location}}","{{2408}}","hello"]
}
Additional Information
Video: Configure Workflow
Knowledge article #9539: TeamDynamix Admins: Creating Workflows
Need additional information or assistance? Submit a request here ITS-TeamDynamix Support.