Proposal Summary
This proposal summarizes the functionality for implementing integration between NetSuite and Zendesk to automatically close tickets in Zendesk when corresponding NetSuite transfer orders are closed.
Requirement
When a transfer order with discrepancy is closed after researching, or closed with the transfer order closing script, the corresponding ticket created in Zendesk also needs to be closed automatically.
Deliverables
- We will identify the closed transfer orders in Netsuite, then will check if a ticket corresponding to this closed transfer order is available in Zendesk using the transfer orders transaction ID.
- This will be checked using Zendesk’s ‘Search’ API, the API will search for the ticket having the TO order ID we specify.
- If available, we will get the whole details of the ticket in response to the API call, then we will identify if the ticket is in open/missed status.
- We can identify the ticket ID of a ticket from this API response and using which we will update the status of this ticket to ‘Solved’ which means closed in Zendesk.
- The status update will be performed using the ‘Update ticket’ API end point.
- We will create a check box field in transfer order records, and we will mark this custom check box field if the corresponding Zendesk ticket is closed successfully.
Risks
- We are identifying a ticket in Zendesk corresponding to a NetSuite transfer order is using the NetSuite order Id/number of the transfer order. This is the value you enter in the ‘Order Number’ field in Zendesk ticket. This order number should always be correct while entering in Zendesk ticket.
Assumptions
- For a transfer order ‘Closed’ in NetSuite, we will change the status of corresponding ticket to ‘Solved’
- We assume that when a TO having order ID for example: ‘XYZ’ in NetSuite is closed, we need to solve the ticket having this ‘XYZ’ as ‘Order Number’ in Zendesk.
- We will close only the tickets in open/missed statuses in Zendesk.
- If a closed transfer order in NetSuite is having a ticket in Zendesk in open/missed status, we will update its status to solved.
- We will consider only the transfer orders closed after the script deployment date.