Action: schedule-ticket (EAP)

Myndbend™ Process Manager enables you to automatically schedule a Zendesk Ticket trigger. For example, when a New Hire Request is submitted as a ticket in Zendesk - You might want to schedule a performance review six months down the line. 

Action schedule-ticke is used to automatically schedule the creation of Zendesk tickets from templates you've created in Myndbend™ Process Manager.

Ticket scheduling uses the same templates you already defined in the Ticket Templates section.

How do I use this action?

Create a Zendesk trigger with conditions that match the moment when you want to schedule a new ticket

For the action, select Notify Webhook - MPM Webhook. You will be presented the option to paste in the message that will be sent to our servers. 

The message for this action is: 

{
    "action": "schedule-ticket",
    "data": ...
}

Scheduling a ticket

In order to schedule a ticket, you'll need to note which templates you want to use for the template creation (you can get the ID on the ticket templates page). In this example, let's say we want to schedule a ticket to be created from the template 123. 

The following parameters are available in this action:

{
    "action": "schedule-ticket",
    "data": [{
        "templateId": "TEMPLATE_ID" - REQUIRED*
        "createAsChild": BOOLEAN
        "startAt": "YYYY-MM-DD HH:ii:ss" | "NUMBER UNITS" - REQUIRED*
        "repeatsEvery": "NUMBER UNITS"
        "repeatsEndAt": "YYYY-MM-DD HH:ii:ss" | "NUMBER UNITS"
    }]
}

The parameters in question are: 

• templateId - ID of the template you want to use for creation. Required parameter
• createAsChild - Values here can either be true or false. Indicates if a scheduled ticket should be created as a child ticket of a ticket where the trigger has been invoked. If the parameter is not specified, it defaults to true. 
• startAt - Parameter to indicate when you want to create the child ticket. It can either be provided in the format of YYYY-MM-DD HH:ii:ss, or using the number units - Available units are w (week), d (day), h (hour), m (minute)  - For example "1w 1d 5m". Required parameter. 
• repeatsEvery - Parameter to indicate how often you want this schedule to repeat. Available units are w (week), d (day), h (hour), m (minute)  - For example "1w 1d 5m"
• repeatsEndAt - When does the schedule end, in case it is a repeating schedule. Parameter to indicate when you want to create the child ticket. It can either be provided in the format of YYYY-MM-DD HH:ii:ss, or using the number units - Available units are w (week), d (day), h (hour), m (minute)  - For example "1w 1d 5m".