How to retrieve the ticket participants on zendesk

General Questions
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1

Originally asked by Francis Martens (Exalate) on 17 May 2021 (original question)

The challenge is a follows

Whenever a ticket is created on behalf of a certain user, that certain user is added as a ‘cc’ user.
This customer would like to set this user as the reporter of the twin

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2

Answer by Francis Martens (Exalate) on 17 May 2021

Retrieving the cc user is not supported (atm) on Exalate for Zendesk. Still it is possible to use the httpClient to retrieve the necessary information.
Zendesk is providing a REST endpoint to extract that information from the environment - check
https://developer.zendesk.com/rest_api/docs/support/tickets#list-email-ccs-for-a-ticket

How can this be used to extract the required information from the ticket

Check following code

Outgoing sync - Zendesk side

def response = httpClient.get("/api/v2/tickets/${ticket.id}/email_ccs")

if (response.count > 0) {
    def firstUser = response.users.first()
    replica.customKeys.ccName = firstUser.name
    replica.customKeys.ccEmail = firstUser.email
}
  • On line 1 - httpClient is used to retrieve the email_ccs from the ticket. The ticket is identified with the ticket.id
  • On line 3 - test if the response contains a number of emails.
  • On line 4 - Note there can be multiple emails, this example is returning the first user returned by the Zendesk API
  • On line 6 and 7 - extract the information contained in the firstUser object (name and email)

On the other side (assume Jira) following logic can be applied to fill in a text field with a wiki renderer

Incoming sync - Jira

// fill custom field 'cc' in case the ccName and email are provided
if (replica.customKeys.ccName > "") {
   issue.customFields.cc.value = "[${replica.customKeys.ccName}|mailto:${replica.customKeys.ccEmail}]"
}