Is it possible to sync Zendesk ticket related information?

General Questions
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1

Originally asked by Jose Lobo on 16 June 2021 (original question)

I am interested in integrating Zendesk Ticket related information (not the same as common fields).

Check image of Zendesk ticket. The red field called “Incident” changes its count every time there is a new incident associated to this specific ticket

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2

Answer by Francis Martens (Exalate) on 16 June 2021

Yes, you can.

Whenever something is missing in the Exalate API - you can always get to the REST exposed ticket information using the httpClient.

1) First step is to understand what the REST api is returning

  • Create a scripted connection
  • Add to the outgoing sync following code

ZENDESK - Outgoing

def related = httpClient.get("/api/v2/tickets/${ticket.id}/related")
debug.error("Result = ${related}")
  • Sync a Zendesk ticket

The debug.error will raise an error (which is intended) showing

Result = [ticket_related:[from_archive:false, url:https://d3v-francis.zendesk.com/api/v2/tickets/121/related.json, jira_issue_ids:[], incidents:3.0, followup_source_ids:[]]]

There you can see that the information returned by the call is a map with one entry ‘ticket_related’
ticket_related is a map with a couple of fields including ‘incidents’

2) With this knowledge in your backpack, you can now extract the incident information and add it to the replica

def related = httpClient.get("/api/v2/tickets/${ticket.id}/related")
replica.incidentCount = related?.ticket_related?.incidents

Make sure you use the safety operator in case the get returns nothing