# Zendesk, Jira, and Workbot for Slack recipe
This use case guides you through connecting Zendesk, Jira, and Workbot for Slack to Workato to create a powerful automation.
# What does this recipe do?
This recipe enables you to execute a message action in Workbot for Slack, which creates a Zendesk ticket and a Jira issue using the input fields from the trigger's command. After creating these tickets, the details are posted in Slack to a channel or direct message of your choice.
# Create your recipe
Complete the following steps to design a recipe that creates a Zendesk ticket and a Jira issue when you run an action command in Workbot for Slack.
USE CASES ARE INTENDED AS EXAMPLES ONLY
This use case is intended to serve as an example. Recipe modifications such as trigger and action configuration and conditional logic may require adjustments if you plan to include this recipe in your own workflow.
Sign in to your Workato account and navigate to the workspace project where you plan to add the recipe.
Set up connections for Zendesk, Jira, and Workbot for Slack using the steps in the following sections:
Set up your Zendesk connection.
Click Create > Connection.
Search for and select Zendesk in the New Connection page.
Provide a name for your connection in the Connection name field.
Zendesk connection setup
Use the Location drop-down menu to select the project where you plan to store the connection.
Enter the Subdomain for your Zendesk URL. For example, if your Zendesk URL is https://acme.zendesk.com, your subdomain is acme.
Use the Authentication type drop-down menu to select the authentication type you plan to use for your connection.
Optional. Provide your Custom OAuth profile.
Click Connect.
Set up your Jira connection.
Click Create > Connection.
Search for and select Jira in the New Connection page.
Provide a name for your connection in the Connection name field.
Jira connection setup
Use the Location drop-down menu to select the project where you plan to store the connection.
Select your Connection type.
Use the Auth type drop-down menu to select the authentication method you plan to use. Supported options are Basic, API token, OAuth 2.0, and personal access token.
Provide your Host name. For example, if your Jira URL is https://acme.atlassian.net, your host name is acme.atlassian.net.
Click Connect.
Set up your Workbot for Slack connection.
Click Create > Connection.
Search for and select Workbot for Slack in the New Connection page.
Provide a name for your connection in the Connection name field.
Workbot for Slack connection setup
Use the Location drop-down menu to select the project where you plan to store the connection.
Optional. Select the NLU provider you plan to use, such as DialogFlow or Amazon Lex NLU. You must connect to the NLU provider for it to appear in the drop-down menu.
Optional. Click Advanced to configure Slash commands verification tokens, custom help content, your Slack app status (classic or not), and Org-wide App Scope(s).
Optional. Provide your Custom OAuth profile.
Click Connect, sign in to your Slack workspace when prompted, and click Continue to verify the connection.
Click Create > Recipe.
Provide a name for your recipe in the Name field and select the project in which you plan to store the recipe from the Location drop-down menu.
Ensure that Trigger from an app is selected under Pick a starting point and click Start building.
Set up your recipe
Set up your Workbot for Slack trigger.
Search for Workbot for Slack in the Choose an app search box and select the Slack connection app you created in the preceding steps.
Choose Workbot for Slack as your app
Select New Shortcut trigger.
New Shortcut trigger
Use the Shortcut type drop-down menu to select Message.
Set up your Shortcut trigger
Provide a Shortcut name. For example, Create issue & ticket.
Click the Add field button under Parameters.
Name your input field Summary > add a Label > set Data type to String > set Optional? to No > provide a Hint for your input field > set Dialog control type to Text > and then click Save.
Summary input field
Click the Add field button under Parameters to add a second input field.
Name your input field Description > add a Label > set Data type to String > set Optional? to No > provide a Hint for your input field > set Dialog control type to Textarea > and then click Save.
Description input field
Click the Add field button under Parameters to add a third input field.
Name your input field Priority > add a Label > set Data type to String > set Optional? to No > provide a Hint for your input field > set Menu options to Static > add a list of comma separated Options > and then click Save.
Priority input field
Click the Add field button under Parameters to add a fourth input field.
Name your input field notify-user > add a Label > set Data type to String > set Optional? to No > provide a Hint for your input field > set Menu options to Conversations > and then click Save.
notify_user input field
Use the Copy original text into dialog field drop-down menu to select Description.
Select Description
Click Save.
Click the + Add step button and select Action in app.
Click Add step > Add action in app
Set up your Jira Create issue action.
Search for Jira in the Choose an app search box and select the Jira connection you created in the preceding steps.
Choose Jira as your app
Select Create issue as your action.
Use the Project issue type drop-down menu to select the issue type you plan to create. For example: task, bug fix, or onboarding.
Select your issue type
Map the Workbot for Slack Summary | Step 1 datapill into the Summary field.
Map the Workbot for Slack Description | Step 1 datapill into the Description field.
Map the Workbot for Slack Priority | Step 1 datapill into the Priority name field.
Click Save.
Click the + Add step button and select Action in app.
Set up your Jira Get issue action.
Search for Jira in the Choose an app search box and select the Jira connection you created in the preceding steps.
Choose Jira as your app
Select Get issue as your action.
Select Get issue as your action
Map the Jira ID | Step 2 datapill into the Issue ID or key field.
Map the Jira ID | Step 2 datapill
Click Save.
Click the + Add step button and select Action in app.
Set up your Zendesk Create ticket action.
Search for Zendesk in the Choose an app search box and select the Zendesk connection you created in the preceding steps.
Choose Zendesk as your app
Select Create ticket as your action.
Select Create ticket as your action
Map the Jira Summary | Step 3 datapill into the Subject field.
Use the Priority drop-down menu to select Enter custom value and then click Formula.
Set the Priority field to Formula
Copy and paste the following formula into the Priority field:
=["Higher", "Highest"].include?(_dp('{"pill_type":"output","provider":"jira","line":"9e7af602","path":["fields","priority","name"]}')) ? "urgent" : "Medium" == _dp('{"pill_type":"output","provider":"jira","line":"9e7af602","path":["fields","priority","name"]}') ? "normal" : _dp('{"pill_type":"output","provider":"jira","line":"9e7af602","path":["fields","priority","name"]}') == "High" ? "high" : "low"
Priority formula
Use the Status drop-down menu to select Open.
Map the Jira Due date | Step 3 datapill into the Due at field.
Map the Due date | Step 3 datapill into the Due at field
Map the Workbot for Slack Description | Step 1 datapill into the Text comment field.
Map the Description | Step 1 datapill into the Text comment field
Click Save.
Click the + Add step button and select Action in app.
Set up your Workbot for Slack Post message action.
Search for Workbot for Slack in the Choose an app search box and select the Workbot for Slack connection you created in the preceding steps.
Select Post message as your action.
Map the Workbot for Slack Notify user | Step 1 datapill into the Channel name/DM field.
Map the Workbot for Slack Notify user | Step 1 datapill
Click the Add block to message button > use the Type drop-down menu to select Section with text.
Click the Add block to message button
Map the Zendesk Subject | Step 4 datapill, the Zendesk Ticket ID | Step 4 datapill, and the Workbot for Slack User ID | Step 1 datapill into the Section text field.
Map the Section text field
Click the Add block to message button and use the Type drop-down menu to Section with fields.
Section with fields
Navigate to the Attachment fields section and click the Add field button.
Click the Add field button
Enter Subject in the Title field and then map the Zendesk Subject | Step 4 datapill into the Value field.
Add a Subject field
Click the Add field button > enter Priority in the Title field > and map the Zendesk Priority | Step 4 datapill into the Value field.
Click the Add field button > enter Description in the Title field > set the Value field to Formula > and copy and paste the following formula into the Value field:
="\n"+_dp('{"pill_type":"output","provider":"zendesk","line":"create_ticket","path":["description"]}')[0...65]+"..."
Add a Description field
Click the Add field button > enter Status in the Title field > and map the Zendesk Status | Step 4 datapill into the Value field.
Click the Divider Show button and use the Type drop-down menu to select Divider.
Select Divider
Click Save.
Click the + Add step button and select Action in app.
Set up your second Workbot for Slack Post message action.
Search for Workbot for Slack in the Choose an app search box and select the Workbot for Slack connection you created in the preceding steps.
Map the Workbot for Slack Notify user | Step 1 datapill into the Channel name/DM field.
Map the Workbot for Slack Notify user | Step 1 datapill
Click the Add block to message button and use the Type menu to select Section with text.
Click the Add block to message button
Map the Jira Key | Step 3 datapill and the Workbot for Slack User ID | Step 1 datapill into the Section text field.
Map the Section with text field
Click the Add block to message button and use the Type drop-down menu to Section with fields.
Navigate to the Attachment fields section and click the Add field button.
Click the Add field button
Enter Summary in the Title field and then map the Jira Summary | Step 3 datapill into the Value field.
Add a Summary field
Click the Add field button > enter Priority in the Title field > and then map the Jira Name | Step 3 datapill into the Value field.
Click the Add field button > enter Description in the Title field > set the Value field to Formula > and copy and paste the following formula into the Value field:
="\n"+ _dp('{"pill_type":"output","provider":"jira","line":"9e7af602","path":["fields","description"]}')[0...65]+"..."
Add a Description field
Click the Add field button > enter Status in the Title field > and then map the Jira Name | Step 3 datapill into the Value field.
Click Save.
Your Zendesk, Jira, and Workbot for Slack recipe is ready to test and implement.
Last updated: 8/14/2024, 8:31:06 PM