Zendesk - Ticket Management

`Zendesk - Ticket Management` allows you to open a new ticket or comment on an existing ticket.

Zendesk · 13 tasks · 13 inputs · 1 output

Details

IDZendesk - Ticket Management
From Version6.8.0
Tasks13

README

Zendesk - Ticket Management allows you to open a new ticket or comment on an existing ticket.

Dependencies

This playbook uses the following sub-playbooks, integrations, and scripts.

Sub-playbooks

This playbook does not use any sub-playbooks.

Integrations

  • Zendeskv2

Scripts

This playbook does not use any scripts.

Commands

  • zendesk-ticket-update
  • zendesk-ticket-create

Playbook Inputs

Name Description Default Value Required
ZendeskTicketID The ticket ID.   Optional
ZendeskAssigne The agent currently assigned to the ticket.   Optional
ZendeskCollaborators The users currently CC’ed on the ticket.   Optional
description The ticket description.   Required
ZendeskPriority The urgency with which the ticket should be addressed. Allowed values are “urgent”, “high”, “normal”, or “low”. high Optional
ZendeskRequester The user who requested this ticket.   Required
ZendeskStatus The state of the ticket. Allowed values are “new”, “open”, “pending”, “hold”, “solved”, or “closed”.   Optional
ZendeskSubject The value of the subject field for this ticket.   Required
ZendeskTags The array of tags applied to this ticket.   Optional
ZendeskType The type of this ticket. Allowed values are “problem”, “incident”, “question”, or “task”.   Required
CommentToAdd Comment for the ticket.   Optional
addCommentPerEndpoint Whether to add a new comment to the ticket for each endpoint in the incident. Possible values: True/False. True Optional
Action Whether to open a new ticket or to add a new comment. Possible values: NewTicket/AddComment.   Optional

Playbook Outputs

Path Description Type
Zendesk.Ticket.id The ticket ID. unknown

Playbook Image

Zendesk - Ticket Management

Inputs

  • ZendeskTicketID — The ticket ID.
  • ZendeskAssigne — The agent currently assigned to the ticket.
  • ZendeskCollaborators — The users currently CC'ed on the ticket.
  • description — The ticket description.
  • ZendeskPriority — The urgency with which the ticket should be addressed. Allowed values are "urgent", "high", "normal", or "low".
  • ZendeskRequester — The user who requested this ticket.
  • ZendeskStatus — The state of the ticket. Allowed values are "new", "open", "pending", "hold", "solved", or "closed".
  • ZendeskSubject — The value of the subject field for this ticket.
  • ZendeskTags — The array of tags applied to this ticket.
  • ZendeskType — The type of this ticket. Allowed values are "problem", "incident", "question", or "task".
  • CommentToAdd — Comment for the ticket.
  • addCommentPerEndpoint — Whether to add a new comment to the ticket for each endpoint in the incident. Possible values: True/False.
  • Action — Whether to open a new ticket or to add a new comment. Possible values: NewTicket/AddComment.

Outputs

  • Zendesk.Ticket.id — The ticket ID.

Commands used

zendesk-ticket-create zendesk-ticket-update

Flowchart

yes yes yes yes yes Start Start Is Zendesk v2 integration enabled? Is Zendesk v2 integration... Was a comment provided in the input Was a comment provided in... Add comment to the ticket Add comment to the ticket Create ticket for the incident - zendesk-ticket-create Create ticket for the inc... zendesk-ticket-create Done Done Update the ticket for the incident - zendesk-ticket-update Update the ticket for the... zendesk-ticket-update Whether to append a new comment to the ticket for each alert? Whether to append a new c... Are the required details for opening a ticket been provided? Are the required details ... Provide details for opening a ticket. Provide details for openi... Create ticket for the incident - zendesk-ticket-create Create ticket for the inc... zendesk-ticket-create Update the ticket for the incident - zendesk-ticket-update Update the ticket for the... zendesk-ticket-update Whether to open a ticket for this incident? Whether to open a ticket ...

Source

playbook-Zendesk_-_Ticket_Management.yml
Download History Raw 
id: Zendesk - Ticket Management
version: -1
name: Zendesk - Ticket Management
description: '`Zendesk - Ticket Management` allows you to open a new ticket or comment on an existing ticket.'
starttaskid: "0"
tasks:
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      name: Is Zendesk v2 integration enabled?
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      name: Was a comment provided in the input
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      name: Add comment to the ticket
      description: Data collection task to add a comment to the ticket.
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        fieldassociated: ""
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      title: Add comment to the ticket
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      name: Create ticket for the incident
      description: |-
        Create a new Zendesk ticket.
        Required permissions: Agents.
      script: '|||zendesk-ticket-create'
      type: regular
      iscommand: true
      brand: ""
    nexttasks:
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    scriptarguments:
      assignee_email:
        complex:
          root: inputs.ZendeskAssigne
      description:
        complex:
          root: Please provide the following details to open a ticket.Answers
          accessor: "1"
      priority:
        complex:
          root: Please provide the following details to open a ticket.Answers
          accessor: "4"
      requester:
        complex:
          root: Please provide the following details to open a ticket.Answers
          accessor: "3"
      status:
        complex:
          root: Please provide the following details to open a ticket.Answers
          accessor: "5"
      subject:
        complex:
          root: Please provide the following details to open a ticket.Answers
          accessor: "0"
      tags:
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          root: inputs.ZendeskTags
      type:
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          root: Please provide the following details to open a ticket.Answers
          accessor: "2"
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      name: Update the ticket for the incident
      description: |-
        Updates a Zendesk ticket.
        Required permissions: Agents.
      script: '|||zendesk-ticket-update'
      type: regular
      iscommand: true
      brand: ""
    nexttasks:
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    scriptarguments:
      comment:
        complex:
          root: Add comment to the ticket.Answers
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          root: inputs.ZendeskTicketID
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  "20":
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      name: Whether to append a new comment to the ticket for each alert?
      description: Checks if a new comment should be appended to the ticket for each alert.
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            value:
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  "22":
    id: "22"
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      name: Provide details for opening a ticket.
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    form:
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      - id: "0"
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        fieldassociated: ""
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        tooltip: The value of the subject field for this ticket.
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      - id: "2"
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        optionsarg: []
        fieldassociated: ""
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        tooltip: The type of this ticket. Allowed values are "problem", "incident", "question", or "task".
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      - id: "3"
        label: ""
        labelarg:
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        required: true
        gridcolumns: []
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        optionsarg: []
        fieldassociated: ""
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        tooltip: The user who requested this ticket.
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      - id: "4"
        label: ""
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          simple: Enter ticket Priority
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        gridcolumns: []
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        type: shortText
        options: []
        optionsarg: []
        fieldassociated: ""
        placeholder: ""
        tooltip: The urgency with which the ticket should be addressed. Allowed values are "urgent", "high", "normal", or "low".
        readonly: false
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        label: ""
        labelarg:
          simple: Enter ticket Status
        required: false
        gridcolumns: []
        defaultrows: []
        type: shortText
        options: []
        optionsarg: []
        fieldassociated: ""
        placeholder: ""
        tooltip: The state of the ticket. Allowed values are "new", "open", "pending", "hold", "solved", or "closed".
        readonly: false
      title: Please provide the following details to open a ticket.
      description: ""
      sender: ""
      expired: false
      totalanswers: 0
    skipunavailable: false
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  "23":
    id: "23"
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    type: regular
    task:
      id: db848d7d-a255-4ebf-8940-6abcadb50619
      version: -1
      name: Create ticket for the incident
      description: |-
        Create a new Zendesk ticket.
        Required permissions: Agents.
      script: '|||zendesk-ticket-create'
      type: regular
      iscommand: true
      brand: ""
    nexttasks:
      '#none#':
      - "18"
    scriptarguments:
      assignee_email:
        complex:
          root: inputs.ZendeskAssigne
      description:
        complex:
          root: inputs.description
      priority:
        complex:
          root: inputs.ZendeskPriority
      requester:
        complex:
          root: inputs.ZendeskRequester
      status:
        complex:
          root: inputs.ZendeskStatus
      subject:
        complex:
          root: inputs.ZendeskSubject
      tags:
        complex:
          root: inputs.ZendeskTags
      type:
        complex:
          root: inputs.ZendeskType
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  "24":
    id: "24"
    taskid: b4b9bd48-b85e-4d06-8d37-b131ef3024b5
    type: regular
    task:
      id: b4b9bd48-b85e-4d06-8d37-b131ef3024b5
      version: -1
      name: Update the ticket for the incident
      description: |-
        Updates a Zendesk ticket.
        Required permissions: Agents.
      script: '|||zendesk-ticket-update'
      type: regular
      iscommand: true
      brand: ""
    nexttasks:
      '#none#':
      - "18"
    scriptarguments:
      comment:
        complex:
          root: inputs.CommentToAdd
      ticket_id:
        complex:
          root: inputs.ZendeskTicketID
    separatecontext: false
    continueonerrortype: ""
    view: |-
      {
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          "x": 390,
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      }
    note: false
    timertriggers: []
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    quietmode: 0
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    isautoswitchedtoquietmode: false
  "25":
    id: "25"
    taskid: 05375988-f8c0-4c9b-8bcc-88245802470a
    type: condition
    task:
      id: 05375988-f8c0-4c9b-8bcc-88245802470a
      version: -1
      name: Whether to open a ticket for this incident?
      description: Checks whether to open a new ticket or add a comment to an existing ticket.
      type: condition
      iscommand: false
      brand: ""
    nexttasks:
      '#default#':
      - "20"
      "yes":
      - "21"
    separatecontext: false
    conditions:
    - label: "yes"
      condition:
      - - operator: isEqualString
          left:
            value:
              complex:
                root: inputs.Action
            iscontext: true
          right:
            value:
              simple: NewTicket
          ignorecase: true
      - - operator: isEmpty
          left:
            value:
              complex:
                root: inputs.ZendeskTicketID
            iscontext: true
    continueonerrortype: ""
    view: |-
      {
        "position": {
          "x": 760,
          "y": 600
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      }
    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: false
    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
view: |-
  {
    "linkLabelsPosition": {
      "11_18_#default#": 0.1,
      "20_18_#default#": 0.15
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    "paper": {
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    }
  }
inputs:
- key: ZendeskTicketID
  value: {}
  required: false
  description: The ticket ID.
  playbookInputQuery:
- key: ZendeskAssigne
  value: {}
  required: false
  description: The agent currently assigned to the ticket.
  playbookInputQuery:
- key: ZendeskCollaborators
  value: {}
  required: false
  description: The users currently CC'ed on the ticket.
  playbookInputQuery:
- key: description
  value: {}
  required: true
  description: The ticket description.
  playbookInputQuery:
- key: ZendeskPriority
  value:
    simple: high
  required: false
  description: The urgency with which the ticket should be addressed. Allowed values are "urgent", "high", "normal", or "low".
  playbookInputQuery:
- key: ZendeskRequester
  value: {}
  required: true
  description: The user who requested this ticket.
  playbookInputQuery:
- key: ZendeskStatus
  value: {}
  required: false
  description: The state of the ticket. Allowed values are "new", "open", "pending", "hold", "solved", or "closed".
  playbookInputQuery:
- key: ZendeskSubject
  value: {}
  required: true
  description: The value of the subject field for this ticket.
  playbookInputQuery:
- key: ZendeskTags
  value: {}
  required: false
  description: The array of tags applied to this ticket.
  playbookInputQuery:
- key: ZendeskType
  value: {}
  required: true
  description: The type of this ticket. Allowed values are "problem", "incident", "question", or "task".
  playbookInputQuery:
- key: CommentToAdd
  value: {}
  required: false
  description: Comment for the ticket.
  playbookInputQuery:
- key: addCommentPerEndpoint
  value:
    simple: "True"
  required: false
  description: 'Whether to add a new comment to the ticket for each endpoint in the incident. Possible values: True/False.'
  playbookInputQuery:
- key: Action
  value: {}
  required: false
  description: 'Whether to open a new ticket or to add a new comment. Possible values: NewTicket/AddComment.'
  playbookInputQuery:
outputs:
- contextPath: Zendesk.Ticket.id
  description: The ticket ID.
tests:
- No tests (auto formatted)
marketplaces:
- xsoar
- marketplacev2
- platform
fromversion: 6.8.0
supportedModules:
- agentix
- xsiam
- edr
- cloud
- cloud_runtime_security