Action: collect-approvers

The Myndbend™ Process Manager action collect-approvers is used to collect names of all approvers into a custom field for reporting. You can place a comma-separated list into a custom textual field. This field can be added into any view or report, so approvers can be seen without editing the ticket.

If you are looking for a step-by-step explanation of how to set up the trigger that uses this webhook action, please read our List approvers in a custom field for views / reporting documentation.

How do I use this action?

Create a Zendesk trigger with conditions that match the moment when you want to update the approver names in the custom field.

Then set the action in MPM. 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": "collect-approvers", 
    "data": ...
} 

How to define a field that should contain the approver names

Create a new Zendesk field, and make sure that the field type is Text. Copy the ID of the field. ID can be found in the Zendesk Admin Center > Object and Rules > Fields:

Add that ID to the ticketFieldId property: 

{
    "action": "collect-approvers", 
    "data": {
       "ticketFieldId": "<FIELD_ID>"
    }
} 

So, for example, if we use the following message: 

{
    "action": "collect-approvers", 
    "data": {
       "ticketFieldId": "77800708"
    }
} 

How to set up the trigger? 

When you have the field in which you want to list out the approvers, you need to create a Zendesk Trigger. You can do that by navigating to Zendesk Admin > Objects and Rules > Triggers > Add a new trigger. 

Set the following conditions:

• Status less than Solved
• Tags contain at least one of the following: approved partially_approved approval_pending approval_denied
• Comment is: Present (public or private)

 Set the following actions:

• Notify Active Webhook: "MPM Webhook"
• JSON Body: 

{
    "action": "collect-approvers", 
    "data": {
       "ticketFieldId": "<FIELD_ID>"
    }
}