+1Hello,
I have created a Power Automate flow and currently I can send an email to the servicedesk which will create a ticket in Assyst but then they need to manually assign the ticket to our queue.
I would like to know if anyone has used Power Automate to create a ticket in Assyst and also assign it to a specific queue.
If you have experience, I would greatly appreciate exactly what is required to achieve the above.
Regards,
Amo Sohi
Best answer by Aaron Sutliff
Hi,
The POST action can look various different ways depending on what it is you need to post in order to raise a ticket.
The example below demonstrates how to log an incident using POST API using JSON.
If you have custom fields, you will be required to include those too.
{
"eventTypeEnum": "INCIDENT",
"richRemarks": "REMARKS / DESCRIPTION HERE",
"affectedUserId": AFFECTED USER ID,
"itemA": {
"resolvingParameters": [
{
"parameterName": "shortCode",
"parameterValue": "ITEM SHORTCODE"
}
]
},
"category": {
"resolvingParameters": [
{
"parameterName": "shortCode",
"parameterValue": "CATEGORY SHORTCODE"
}
]
},
"shortDescription": "TEST",
"seriousnessId": IMPACT ID,
"priority": {
"resolvingParameters": [
{
"parameterName": "shortCode",
"parameterValue": "PRIORITY SHORTCODE"
}
]
},
"assignedServDeptId": ASSIGNED SERVICE DEPARTMENT ID
}
Hi
It is possible to configure the mailbox reader to assign events of this nature to a specific service department. Are you using the ETM tool or legacy mailbox readers?
You could also create the ticket by sending a HTTPS request (API) from Power Automate to the assyst REST service rather than using a mailbox reader.
+1Hi Aaron,
Thank you for your response. In Power Automate, I have used HTTP GET with the RESTApi and when I enter a ticket number, the information is returned. I now need to figure out how to use the POST Method and what is required to build the Body of the HTTP action, in order for a new ticket to be created..
Regards,
Amo Sohi
Hi,
The POST action can look various different ways depending on what it is you need to post in order to raise a ticket.
The example below demonstrates how to log an incident using POST API using JSON.
If you have custom fields, you will be required to include those too.
{
"eventTypeEnum": "INCIDENT",
"richRemarks": "REMARKS / DESCRIPTION HERE",
"affectedUserId": AFFECTED USER ID,
"itemA": {
"resolvingParameters": [
{
"parameterName": "shortCode",
"parameterValue": "ITEM SHORTCODE"
}
]
},
"category": {
"resolvingParameters": [
{
"parameterName": "shortCode",
"parameterValue": "CATEGORY SHORTCODE"
}
]
},
"shortDescription": "TEST",
"seriousnessId": IMPACT ID,
"priority": {
"resolvingParameters": [
{
"parameterName": "shortCode",
"parameterValue": "PRIORITY SHORTCODE"
}
]
},
"assignedServDeptId": ASSIGNED SERVICE DEPARTMENT ID
}
+1Hi Aaron, hopefully my last question.
To GET all details for a specific ticket, my URI is:
https://assyst.domain.com/assystREST/v2/events/12222222?fields=*
If I want to get User details using the User ID, the URI is:
https://assyst.domain.com/assystREST/v2/contactUsers/22222?fields=*
However, if initially I do not know the users ID, what should the URI be if I wanted to use an email address?
Also, what should the URI be if I wish to use the POST Method to create a new Request
Regards,
Amo Sohi
Hi, no problem at all.
Feel free to private message me if you have any more questions.
To obtain a contact user via email address, you will need something like:
https://assyst.domain.com/assystREST/v2/contactUsers?emailAddress=aaron.sutliff@norfolk.gov.uk
To raise an incident / request you would use:
https://assyst.domain.com/assystREST/v2/events
Followed by the JSON provided above
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