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:
  "0":
    id: "0"
    taskid: adef5ad9-870c-46e5-8425-54b29e21cd17
    type: start
    task:
      id: adef5ad9-870c-46e5-8425-54b29e21cd17
      version: -1
      name: ""
      iscommand: false
      brand: ""
      description: ''
    nexttasks:
      '#none#':
      - "11"
    separatecontext: false
    continueonerrortype: ""
    view: |-
      {
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    note: false
    timertriggers: []
    ignoreworker: false
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    quietmode: 0
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    isautoswitchedtoquietmode: false
  "11":
    id: "11"
    taskid: a139f576-4872-473f-84e5-fad5ff68cc99
    type: condition
    task:
      id: a139f576-4872-473f-84e5-fad5ff68cc99
      version: -1
      name: Is Zendesk v2 integration enabled?
      description: Checks if the Zendesk v2 integration is enabled.
      type: condition
      iscommand: false
      brand: ""
    nexttasks:
      '#default#':
      - "18"
      "yes":
      - "25"
    separatecontext: false
    conditions:
    - label: "yes"
      condition:
      - - operator: isEqualString
          left:
            value:
              complex:
                root: modules
                filters:
                - - operator: isEqualString
                    left:
                      value:
                        simple: modules.state
                      iscontext: true
                    right:
                      value:
                        simple: active
                    ignorecase: true
                accessor: brand
            iscontext: true
          right:
            value:
              simple: Zendesk v2
          ignorecase: true
    continueonerrortype: ""
    view: |-
      {
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  "13":
    id: "13"
    taskid: 7d46973d-e0ae-4c86-8462-2b2c8768a520
    type: condition
    task:
      id: 7d46973d-e0ae-4c86-8462-2b2c8768a520
      version: -1
      name: Was a comment provided in the input
      description: Checks if the comment was provided in the input.
      type: condition
      iscommand: false
      brand: ""
    nexttasks:
      '#default#':
      - "14"
      "yes":
      - "24"
    separatecontext: false
    conditions:
    - label: "yes"
      condition:
      - - operator: isNotEmpty
          left:
            value:
              complex:
                root: inputs.CommentToAdd
            iscontext: true
          right:
            value: {}
    continueonerrortype: ""
    view: |-
      {
        "position": {
          "x": 180,
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  "14":
    id: "14"
    taskid: d207053a-3403-4e10-813a-0e583929353c
    type: collection
    task:
      id: d207053a-3403-4e10-813a-0e583929353c
      version: -1
      name: Add comment to the ticket
      description: Data collection task to add a comment to the ticket.
      type: collection
      iscommand: false
      brand: ""
    nexttasks:
      '#none#':
      - "19"
    separatecontext: false
    continueonerrortype: ""
    view: |-
      {
        "position": {
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    note: false
    timertriggers: []
    ignoreworker: false
    message:
      to:
      subject:
      body:
      methods: []
      format: ""
      bcc:
      cc:
      timings:
        retriescount: 2
        retriesinterval: 360
        completeafterreplies: 1
        completeafterv2: true
        completeaftersla: false
    form:
      questions:
      - id: "0"
        label: ""
        labelarg:
          simple: Add comment to the ticket
        required: true
        gridcolumns: []
        defaultrows: []
        type: longText
        options: []
        optionsarg: []
        fieldassociated: ""
        placeholder: ""
        tooltip: ""
        readonly: false
      title: Add comment to the ticket
      description: ""
      sender: ""
      expired: false
      totalanswers: 0
    skipunavailable: false
    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
  "15":
    id: "15"
    taskid: 0886a610-05ae-4bce-8755-49785d7657d6
    type: regular
    task:
      id: 0886a610-05ae-4bce-8755-49785d7657d6
      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: 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:
        complex:
          root: inputs.ZendeskTags
      type:
        complex:
          root: Please provide the following details to open a ticket.Answers
          accessor: "2"
    separatecontext: false
    continueonerrortype: ""
    view: |-
      {
        "position": {
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    note: false
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    quietmode: 0
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    isautoswitchedtoquietmode: false
  "18":
    id: "18"
    taskid: 51961643-8d62-49f7-8f4e-ec4e5cd91d2c
    type: title
    task:
      id: 51961643-8d62-49f7-8f4e-ec4e5cd91d2c
      version: -1
      name: Done
      type: title
      iscommand: false
      brand: ""
      description: ''
    separatecontext: false
    continueonerrortype: ""
    view: |-
      {
        "position": {
          "x": 760,
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    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: false
    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
  "19":
    id: "19"
    taskid: 6b5fb2c3-f5f5-4534-88d7-ca33fb5b5827
    type: regular
    task:
      id: 6b5fb2c3-f5f5-4534-88d7-ca33fb5b5827
      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: Add comment to the ticket.Answers
          accessor: "0"
      ticket_id:
        complex:
          root: inputs.ZendeskTicketID
    separatecontext: false
    continueonerrortype: ""
    view: |-
      {
        "position": {
          "x": -30,
          "y": 1335
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      }
    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: true
    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
  "20":
    id: "20"
    taskid: 2d9482fc-b16e-4f66-8ee6-aec802b1d1db
    type: condition
    task:
      id: 2d9482fc-b16e-4f66-8ee6-aec802b1d1db
      version: -1
      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.
      type: condition
      iscommand: false
      brand: ""
    nexttasks:
      '#default#':
      - "18"
      "yes":
      - "13"
    separatecontext: false
    conditions:
    - label: "yes"
      condition:
      - - operator: isEqualString
          left:
            value:
              complex:
                root: inputs.addCommentPerEndpoint
            iscontext: true
          right:
            value:
              simple: "True"
          ignorecase: true
    continueonerrortype: ""
    view: |-
      {
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    note: false
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    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
  "21":
    id: "21"
    taskid: 07c30f07-9347-43e2-848e-bde0480b2ce9
    type: condition
    task:
      id: 07c30f07-9347-43e2-848e-bde0480b2ce9
      version: -1
      name: Are the required details for opening a ticket been provided?
      description: Checks if the required details for opening a ticket were provided.
      type: condition
      iscommand: false
      brand: ""
    nexttasks:
      '#default#':
      - "22"
      "yes":
      - "23"
    separatecontext: false
    conditions:
    - label: "yes"
      condition:
      - - operator: isNotEmpty
          left:
            value:
              complex:
                root: inputs.description
            iscontext: true
      - - operator: isNotEmpty
          left:
            value:
              complex:
                root: inputs.ZendeskPriority
            iscontext: true
      - - operator: isNotEmpty
          left:
            value:
              complex:
                root: inputs.ZendeskStatus
            iscontext: true
      - - operator: isNotEmpty
          left:
            value:
              complex:
                root: inputs.ZendeskSubject
            iscontext: true
      - - operator: isNotEmpty
          left:
            value:
              complex:
                root: inputs.ZendeskType
            iscontext: true
    continueonerrortype: ""
    view: |-
      {
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    note: false
    timertriggers: []
    ignoreworker: false
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    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
  "22":
    id: "22"
    taskid: 0d1cefae-0935-4e63-801d-7d36aed1cf0f
    type: collection
    task:
      id: 0d1cefae-0935-4e63-801d-7d36aed1cf0f
      version: -1
      name: Provide details for opening a ticket.
      description: Data collection task to provide details for opening a ticket.
      type: collection
      iscommand: false
      brand: ""
    nexttasks:
      '#none#':
      - "15"
    separatecontext: false
    continueonerrortype: ""
    view: |-
      {
        "position": {
          "x": 1460,
          "y": 970
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      }
    note: false
    timertriggers: []
    ignoreworker: false
    message:
      to:
      subject:
      body:
      methods: []
      format: ""
      bcc:
      cc:
      timings:
        retriescount: 2
        retriesinterval: 360
        completeafterreplies: 1
        completeafterv2: true
        completeaftersla: false
    form:
      questions:
      - id: "0"
        label: ""
        labelarg:
          simple: Enter ticket Subject
        required: true
        gridcolumns: []
        defaultrows: []
        type: shortText
        options: []
        optionsarg: []
        fieldassociated: ""
        placeholder: ""
        tooltip: The value of the subject field for this ticket.
        readonly: false
      - id: "1"
        label: ""
        labelarg:
          simple: Enter ticket description
        required: true
        gridcolumns: []
        defaultrows: []
        type: longText
        options: []
        optionsarg: []
        fieldassociated: ""
        placeholder: ""
        tooltip: Description of the ticket.
        readonly: false
      - id: "2"
        label: ""
        labelarg:
          simple: Enter ticket Type
        required: true
        gridcolumns: []
        defaultrows: []
        type: shortText
        options: []
        optionsarg: []
        fieldassociated: ""
        placeholder: ""
        tooltip: The type of this ticket. Allowed values are "problem", "incident", "question", or "task".
        readonly: false
      - id: "3"
        label: ""
        labelarg:
          simple: Enter ticket Requester
        required: true
        gridcolumns: []
        defaultrows: []
        type: shortText
        options: []
        optionsarg: []
        fieldassociated: ""
        placeholder: ""
        tooltip: The user who requested this ticket.
        readonly: false
      - id: "4"
        label: ""
        labelarg:
          simple: Enter ticket Priority
        required: false
        gridcolumns: []
        defaultrows: []
        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
      - id: "5"
        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
    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
  "23":
    id: "23"
    taskid: db848d7d-a255-4ebf-8940-6abcadb50619
    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
    separatecontext: false
    continueonerrortype: ""
    view: |-
      {
        "position": {
          "x": 1000,
          "y": 970
        }
      }
    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: true
    quietmode: 0
    isoversize: false
    isautoswitchedtoquietmode: false
  "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: |-
      {
        "position": {
          "x": 390,
          "y": 1170
        }
      }
    note: false
    timertriggers: []
    ignoreworker: false
    skipunavailable: true
    quietmode: 0
    isoversize: false
    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
        }
      }
    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
    },
    "paper": {
      "dimensions": {
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        "width": 1870,
        "x": -30,
        "y": 220
      }
    }
  }
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