Hi,
Would like some guidance please as Im a novice trying to automate where possible.
The goal is to create and update tickets in a Servicedesk tool from emails automatically.
The creation part of tickets is working fine. But I am now working on the part to update tickets and this is where I need some help.
Should it look something like this?
The HTTP query works. This is meant to query the ServiceDesk tool to get a list of all open tickets.
What we want is that if a new email alert is received & it has the same subject as an open ticket then it will update that ticket instead of creating a new one. This is where the condition at the end should come into play.
The flow always creates a new ticket. I know I am missing something but not sure how to structure it. Do I need to create an array to put the output of the query into?
Any help much appreciated. Thanks in advance.
Hi @Superfly69 ,
Yes, you needn't to create an array to put the output of the query into it, you could compare the subject from the Open tickets and the new email with a filter Array actions, and add a Condition under the Filter Array to check if the ticket exists in the Open tickets:
The expression in the Condition as below:
length(body('Filter_array'))
Best regards,
Alice
Community Support Team _ Alice Zhang
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.
I do appreciate your response, thank you!
I have tried that but I am getting an error "BadRequest. The 'from' property value in the 'query' action inputs is of type 'Object'. The value must be an array." Can you provide any further input for me please?
I am trying to compare the subject of the email vs the subject of the returned ticket lists.
Then in order to update a ticket I must also use some of the values returned from the ticket query such as Ticket ID etc...
Thanks a lot in advance for guidance.
Hi @Superfly69 ,
The subject couldn't be entered directly:
You should enter the expression of the subject as below:
Best Regards,
Alice
Community Support Team _ Alice Zhang
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.
Hi Alice,
Thanks. I have tried that but still not working. I have spent a lot of time trying to get this to work but to no avail so I am back seeking help again please.
The goal is after a new email arrives - our flow should look up a ticket system and check open tickets for a subject that matches our email subject. If it matches then it needs the ID number of that ticket so it knows to update that ticket.
If there is no match it should send an email to open a new ticket.
This is what I have:
Can anyone help please?
It should be straightfoward right ?
Compare an email 'subject' to a list of open tickets for the same 'subject' - then grab the ID number of that matching ticket....
Where am I going wrong? Thank you in advance for any help.
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