Auto Tasks

[Dave Longley]

Hello, I have recently created two new auto-tasks which via the cloud automation, logs a ticket in Fresh Service and Zendesk respectively.

Is there a way that when the ticket gets resolved in Zendesk / Fresh Service that it can auto close the ticket logged in Hornbill?

[Steve G]

Hi @Dave Longley,

You should really refer to Zendesk/Freshservice admins, but it looks like it would be possible using the Freshservice Web Request node in Fresh workflows and the Notifying External Targets feature in Zendesk to send API calls back into Hornbill.

Hope this helps,

Steve

[Gerry]

@Dave Longley

In a typical two-way integration, there is a two way need for each system to call back into the other system. As a general rules, integrations push from the originating system to the target (integrated with) system.  So for example, if from the BPM you log a ticket in another system, the BPM would make the call through our integration bridge to the other system, log a ticket passing in our reference number, and return the remote systems ticket reference and store that against the source ticket.  If you then require the source system to get updates from the ticket in the remote system, it would typically be the remote system that would be configured to call back into the source system with the provided reference and post updates/perform whatever logic is then required.

That is typically how two-way integrations would work

Gerry 

[Dave Longley]

thanks @Gerry @Steve G