Zendesk API Custom Button

[David Longley]

Hello, I have created a custom button which automatically logs a ticket in Zendesk. How do i get Zendesk to pass back the Ticket ID and updates into my Hornbill ticket?

also, i cant seem to fin d the value how i can add the last comment or attachment from one system to the other?

 

Any suggestions or advise as this is my first custom button that i have created. 

[Steve G]

Hi @David Longley,

The custom button functionality can only write its output to a popup on the screen and/or in to a message in the request timeline. It can't actually write in to fields within the request itself for further automations to use I'm afraid - you can only do that with the BPM workflows currently.

But! There is functionality on its way that will allow you to do this - as part of the ITOM release that Gerry spoke about at Insights, so watch this space  

Cheers,

Steve

[David Longley]

thanks @Steve G. When will ITOM be available? 

[David Longley]

@Steve G Another question, is there an option to send across an attachments from Hornbill into Zendesk via API?

[Steve G]

Hi @David Longley,

Re ITOM availability, you may want to follow this post  

 

Re attachments, no this isn't possible currently, as there's no method to pull the files together in the BPM to send to a Zendesk integration node. I reckon it could be done easily enough with a Powershell script though, so may be another job for ITOM...

Cheers,

Steve