How to define "On-hold" status change in Zendesk through Exalate rules

I'm trying to have Zendesk ticket status to change to On-hold with the Rules. I can get the other statuses to work but on-hold just isn't working with any combination. Is it supported by Exalate at all?

/*
Status Synchronization

Sync status according to the mapping [remote issue status: local issue status]
If statuses are the same on both sides don't include them in the mapping
*/
def statusMapping = [

// Jira issue status <-> Zendesk ticket status
// How to change the pending to on-hold status instead?
"Backlog" : "pending",
"In Progress" : "pending",
"Done" : "open"
]
def defaultStatus = "pending"
def statusName = statusMapping[replica.status?.name] ?: defaultStatus
issue.status = nodeHelper.getStatus(statusName)

zendesk

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2 answers

1
0
-1
Petri Pihlajamaa
Nov 04, 2020
In Zendesk you can have normally following statuses for the tickets:

New
Open
Pending
Solved
Closed

In addition you can enable from the settings "On-Hold" status. That one I'm having trouble getting to work in a way that the connection doesn't crash.

I'll try if that change works

-Petri
Comment
Petri Pihlajamaa
Nov 04, 2020
Results error with following setup. Also tried with "onhold" variation
/*
Status Synchronization
Sync status according to the mapping [remote issue status: local issue status]
If statuses are the same on both sides don't include them in the mapping
*/
def statusMapping = [

// Jira issue status <-> Zendesk ticket status
"Backlog" : "pending",
"In Progress" : "on-hold",
"Done" : "open"
]
def defaultStatus = "pending"
def statusName = statusMapping[replica.status?.name] ?: defaultStatus
//issue.status = nodeHelper.getStatus(statusName)
issue.status = statusName

Error:

Impact: RELATION
Local entity: 16604
Remote entity: PCO-2613
Connection: Provet Cloud Jira_to_Provet Zendesk
Error type: Incoming sync: update sync error
Error Creation Time: Nov 04, 2020 07:48:55
Error Detail Message: Script error for issue 16604. Details: Cannot cast object 'on-hold' with class 'java.lang.String' to class 'com.exalate.api.domain.hubobject.v1_2.IHubStatus'. Error line: Script16.groovy:37
Error Stack Trace: com.exalate.api.exception.script.ChangeProcessorException: Script error for issue 16604. Details: Cannot cast object 'on-hold' with class 'java.lang.String' to class 'com.exalate.api.domain.hubobject.v1_2.IHubStatus'. Error line: Script16.groovy:37 at com.exalate.error.services.ScriptExceptionCategoryService$.wrapAsChangeProcessorException(ScriptExceptionCategoryService.scala:58) at com.exalate.replication.services.processor.ChangeIssueProcessor$$anonfun$1.applyOrElse(ChangeIssueProcessor.scala:114) at com.exalate.replication.services.processor.ChangeIssueProcessor$$anonfun$1.applyOrElse(ChangeIssueProcessor.scala:100) at scala.runtime.AbstractPartialFunction.apply(AbstractPartialFunction.scala:36) at scala.util.Failure.recoverWith(Try.scala:203) at com.exalate.replication.services.processor.ChangeIssueProcessor.com$exalate$replication$services$processor$ChangeIssueProcessor$$executeScriptRules(ChangeIssueProcessor.scala:100) at com.exalate.replication.services.processor.ChangeIssueProcessor$$anonfun$changeIssue$1.apply(ChangeIssueProcessor.scala:79) at com.exalate.replication.services.processor.ChangeIssueProcessor$$anonfun$changeIssue$1.apply(ChangeIssueProcessor.scala:51) at scala.concurrent.Future$$anonfun$flatMap$1.apply(Future.scala:253) at scala.concurrent.Future$$anonfun$flatMap$1.apply(Future.scala:251) at scala.concurrent.impl.CallbackRunnable.run(Promise.scala:32) at scala.concurrent.impl.ExecutionContextImpl$AdaptedForkJoinTask.exec(ExecutionContextImpl.scala:121) at scala.concurrent.forkjoin.ForkJoinTask.doExec(ForkJoinTask.java:260) at scala.concurrent.forkjoin.ForkJoinPool$WorkQueue.runTask(ForkJoinPool.java:1339) at scala.concurrent.forkjoin.ForkJoinPool.runWorker(ForkJoinPool.java:1979) at scala.concurrent.forkjoin.ForkJoinWorkerThread.run(ForkJoinWorkerThread.java:107) Caused by: com.exalate.api.exception.script.ScriptException: Cannot cast object 'on-hold' with class 'java.lang.String' to class 'com.exalate.api.domain.hubobject.v1_2.IHubStatus'. Error line: Script16.groovy:37 at com.exalate.error.services.ScriptExceptionCategoryService.categorizeProcessorAndIssueTrackerExceptionsIntoScriptExceptions(ScriptExceptionCategoryService.scala:36) at com.exalate.processor.ExalateProcessor.executeProcessor(ExalateProcessor.java:48) at com.exalate.replication.services.processor.ChangeIssueProcessor$$anonfun$4.apply(ChangeIssueProcessor.scala:98) at scala.util.Try$.apply(Try.scala:192) at com.exalate.replication.services.processor.ChangeIssueProcessor.com$exalate$replication$services$processor$ChangeIssueProcessor$$executeScriptRules(ChangeIssueProcessor.scala:96) ... 10 more Caused by: javax.script.ScriptException: javax.script.ScriptException: org.codehaus.groovy.runtime.typehandling.GroovyCastException: Cannot cast object 'on-hold' with class 'java.lang.String' to class 'com.exalate.api.domain.hubobject.v1_2.IHubStatus' at org.codehaus.groovy.jsr223.GroovyScriptEngineImpl.eval(GroovyScriptEngineImpl.java:151) at javax.script.AbstractScriptEngine.eval(AbstractScriptEngine.java:264) at com.exalate.processor.ExalateProcessor.execute(ExalateProcessor.java:73) at com.exalate.processor.ExalateProcessor.executeProcessor(ExalateProcessor.java:46) ... 13 more Caused by: javax.script.ScriptException: org.codehaus.groovy.runtime.typehandling.GroovyCastException: Cannot cast object 'on-hold' with class 'java.lang.String' to class 'com.exalate.api.domain.hubobject.v1_2.IHubStatus' at org.codehaus.groovy.jsr223.GroovyScriptEngineImpl.eval(GroovyScriptEngineImpl.java:348) at org.codehaus.groovy.jsr223.GroovyScriptEngineImpl.eval(GroovyScriptEngineImpl.java:145) ... 16 more Caused by: org.codehaus.groovy.runtime.typehandling.GroovyCastException: Cannot cast object 'on-hold' with class 'java.lang.String' to class 'com.exalate.api.domain.hubobject.v1_2.IHubStatus' at org.codehaus.groovy.runtime.typehandling.DefaultTypeTransformation.continueCastOnSAM(DefaultTypeTransformation.java:392) at org.codehaus.groovy.runtime.typehandling.DefaultTypeTransformation.continueCastOnNumber(DefaultTypeTransformation.java:306) at org.codehaus.groovy.runtime.typehandling.DefaultTypeTransformation.castToType(DefaultTypeTransformation.java:227) at groovy.lang.MetaClassImpl.setProperty(MetaClassImpl.java:2652) at groovy.lang.MetaClassImpl.setProperty(MetaClassImpl.java:3702) at org.codehaus.groovy.runtime.InvokerHelper.setProperty(InvokerHelper.java:195) at org.codehaus.groovy.runtime.ScriptBytecodeAdapter.setProperty(ScriptBytecodeAdapter.java:482) at Script16.run(Script16.groovy:37) at org.codehaus.groovy.jsr223.GroovyScriptEngineImpl.eval(GroovyScriptEngineImpl.java:345) ... 17 more
Incoming sync data:Summary:
Exalate test ticket 2

Entity Key:
PCO-2613(id: 55126)

Encoded payload:
eyJ2ZXJzaW9uIjp7Im1ham9yIjoxLCJtaW5vciI6MTQsInBhdGNoIjowfSwiaHViSXNzdWUiOnsiY29tcG9uZW50cyI6W10sImF0dGFjaG1lbnRzIjpbXSwidm90ZXJzIjpbXSwiY3VzdG9tRmllbGRzIjp7fSwiZGVzY3JpcHRpb24iOiJ0ZXN0IiwicHJvamVjdCI6eyJpZCI6MTE4MjQsImtleSI6IlBDTyIsIm5hbWUiOiJQcm92ZXQgQ2xvdWQiLCJjb21wb25lbnRzIjpbXX0sIndhdGNoZXJzIjpbXSwiZml4VmVyc2lvbnMiOltdLCJrZXkiOiJQQ08tMjYxMyIsInN1bW1hcnkiOiJFeGFsYXRlIHRlc3QgdGlja2V0IDIiLCJjb21tZW50cyI6W10sImludGVybmFsTWFwIjp7fSwicmVwb3J0ZXIiOnsia2V5IjoiNTU3MDU4OmMwMjAzMjNhLTcwZTQtNGMwNy05Y2NjLTNhZDg5YjFjMDJlYyIsImFjdGl2ZSI6dHJ1ZSwiZW1haWwiOiJjb20uZXhhbGF0ZS5qaXJhbm9kZUBjb25uZWN0LmF0bGFzc2lhbi5jb20iLCJkaXNwbGF5TmFtZSI6IkV4YWxhdGUifSwicHJpb3JpdHkiOnsiaWQiOiIzIiwibmFtZSI6Ik1ham9yIn0sImxhYmVscyI6W3sibGFiZWwiOiJ0YXNrIn0seyJsYWJlbCI6IkV4YWxhdGUifSx7ImxhYmVsIjoiZW1haWwifV0sImN1c3RvbUtleXMiOnt9LCJ3b3JrTG9ncyI6W10sImlzc3VlVHlwZSI6eyJpZCI6IjEwMTY3IiwibmFtZSI6IkJ1ZyJ9LCJhZmZlY3RlZFZlcnNpb25zIjpbXSwiZW50aXR5UHJvcGVydGllcyI6e30sInN0YXR1cyI6eyJpZCI6IjEwNDcwIiwibmFtZSI6IkluIFByb2dyZXNzIiwiZGVzY3JpcHRpb24iOiIiLCJjYXRlZ29yeSI6eyJpZCI6NCwia2V5IjoiaW5kZXRlcm1pbmF0ZSIsIm5hbWUiOiJJbiBQcm9ncmVzcyJ9fX0sImlzc3VlVXJsIjoiaHR0cHM6Ly9mbnNqaXJhLmF0bGFzc2lhbi5uZXQvYnJvd3NlL1BDTy0yNjEzIn0

Francis Martens (Exalate)
Nov 05, 2020
My wrong ...

issue.setStatus(statusName)

Will avoid the error you see.
Petri Pihlajamaa
Nov 05, 2020
Francis Martens (Exalate)
The errors changed. The code works with others statuses but "onhold" or "on-hold" results in this error
Error Detail Message:

Status cannot be blank

services.exception.TicketErrorCollectionException: Status cannot be blank at services.node.client.ZendeskClient.services$node$client$ZendeskClient$$filterResponse(ZendeskClient.scala:706) at services.node.client.ZendeskClient$$anonfun$updateIssue$1$$anonfun$apply$134$$anonfun$apply$135.apply(ZendeskClient.scala:689) at services.node.client.ZendeskClient$$anonfun$updateIssue$1$$anonfun$apply$134$$anonfun$apply$135.apply(ZendeskClient.scala:689) at scala.concurrent.Future$$anonfun$flatMap$1.apply(Future.scala:253) at scala.concurrent.Future$$anonfun$flatMap$1.apply(Future.scala:251) at scala.concurrent.impl.CallbackRunnable.run(Promise.scala:32) at akka.dispatch.BatchingExecutor$AbstractBatch.processBatch(BatchingExecutor.scala:55) at akka.dispatch.BatchingExecutor$BlockableBatch$$anonfun$run$1.apply$mcV$sp(BatchingExecutor.scala:91) at akka.dispatch.BatchingExecutor$BlockableBatch$$anonfun$run$1.apply(BatchingExecutor.scala:91) at akka.dispatch.BatchingExecutor$BlockableBatch$$anonfun$run$1.apply(BatchingExecutor.scala:91) at scala.concurrent.BlockContext$.withBlockContext(BlockContext.scala:72) at akka.dispatch.BatchingExecutor$BlockableBatch.run(BatchingExecutor.scala:90) at akka.dispatch.TaskInvocation.run(AbstractDispatcher.scala:39) at akka.dispatch.ForkJoinExecutorConfigurator$AkkaForkJoinTask.exec(AbstractDispatcher.scala:415) at scala.concurrent.forkjoin.ForkJoinTask.doExec(ForkJoinTask.java:260) at scala.concurrent.forkjoin.ForkJoinPool$WorkQueue.runTask(ForkJoinPool.java:1339) at scala.concurrent.forkjoin.ForkJoinPool.runWorker(ForkJoinPool.java:1979) at scala.concurrent.forkjoin.ForkJoinWorkerThread.run(ForkJoinWorkerThread.java:107)
Francis Martens (Exalate)
Nov 05, 2020
that status is not found then.
Please find out the correct name
Petri Pihlajamaa
Nov 05, 2020
Francis Martens (Exalate) Where can I find this as this is something inside Exalate or how it communicates with Zendesk?
Francis Martens (Exalate)
Nov 05, 2020
This is not something inside Exalate. It looks like the status is custom made and might have another 'internal' name. Do you work with a Zendesk partner for the configuration of your environment - can you ask them to assist. They are in a much better position then we are.

Petri Pihlajamaa
Nov 05, 2020
The On-Hold Status is a normal Zendesk status that can be enabled in the system. Could you reference as to what to ask from Zendesk if I reach out to them?
Francis Martens (Exalate)
Nov 05, 2020
If you add

Zendesk - outgoing sync

throw new Exception("Status - ${issue.status.properties}")

And sync a ticket, you will find out that the name of the status is hold

Status -
[class:class com.exalate.basic.domain.hubobject.v1.status.BasicHubStatus,
category:null,
id:null,
locked:false,
description:null,
name:hold
]

You could try that (use 'hold' instead of on-hold ...)

Petri Pihlajamaa
Nov 06, 2020
Yes, that worked, thank you!
Francis Martens (Exalate)
Nov 06, 2020
Good to know.

throw new Exception("The value is ${xxx}")

To the rescue - isn't it?
(we are busy to improve that aspect of configuration)

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1
0
-1
Francis Martens (Exalate)
Nov 04, 2020
Hello Petri Pihlajamaa

What do you mean with 'on hold' - is it pending.
Can you try

Zendesk Incoming sync

issue.status = statusName
Comment
Petri Pihlajamaa
Nov 04, 2020
In Zendesk you can have normally following statuses for the tickets:

New
Open
Pending
Solved
Closed

In addition you can enable from the settings "On-Hold" status. That one I'm having trouble getting to work in a way that the connection doesn't crash.

Also commented the results in the message above
CommentAdd your comment...

Questions

How to define "On-hold" status change in Zendesk through Exalate rules

2 answers

Error Detail Message: