Zapier Integration

Note

This article is based on version 1.0.1 of the Servicaide app for Zapier.

Overview

This article contains information about the process to integrate and use Zapier with Serviceaide. Zapier is a simple to use online integration tool that makes your team more productive by integrating Serviceaide with your favorite apps such as SurveyMonkey, Jira, G Suite, Autotask, Trello, Office 365, Slack and more than 1,000 others. For example, you can create a Google Calendar invite or Jira issue or a Trello card all from a new ticket in Serviceaide. Integrations built using Zapier are simple to create and codeless.

For more details on Zapier, see this article on the Zapier Help site: The Basics

What is a Zap

Integrating Zapier with Serviceaide allows you to connect, collaborate, and communicate with any of the available apps by creating a Zap. A Zap is a workflow process that connects one or more of your apps in Zapier. Zaps are created using two components, Triggers and Actions. A Zap can have only one trigger, but multiple actions. A Zap uses an event in one app as a trigger to perform an action in another app. For example, if a ticket is created in Serviceaide Intelligent Service Management, a new message to any Slack channel can be created and that is a Zap.

Excerpt from Zapier Documentation

A Zap is a specific link between your apps you've connected on Zapier. For example, you can create a Zap where you get SMS notifications on your Work mobile number if you have received a new email on your inbox

For more details on Zaps, see this article on the Zapier Help site: Creating a Zap

What is a Trigger

A trigger is the event that starts a Zap. For example, you have created a Zap between Serviceaide and Slack. You can automate it by creating a trigger from Serviceaide followed by a corresponding action in Slack. Each time a new ticket is created it will be a Trigger. You can mix and match triggers and actions to automate your tasks. A trigger occurs in the source app. Zapier regularly checks your trigger for any new data, based on which it performs the action automatically.

Excerpt from Zapier Documentation

A trigger is something that happens in an app that you want to be the start of a Zap's workflow. For example, if you want to take Wufoo form entries and add them to a Mailchimp list, Wufoo 'New Entry' is the trigger. There can only be one trigger in a given Zap.

The following triggers are available with the Serviceaide app:

New Ticket: Triggers when a new ticket is created in Serviceaide Intelligent Service Management.
New Worklog: Triggers when a worklog is added to an existing ticket. This could be a new comment added by an end user or analyst, or an action taken by a user that adds a worklog to a ticket.
New User: Triggers when there is a new user created in Serviceaide Intelligent Service Management.
Update to Ticket Status or Action: Triggers when any action is taken on an existing ticket.

For more details on Triggers, see this article on the Zapier Help site: Setting Up Triggers

What is a Filter

A filter is a step in a Zap that reviews the data and decides if the workflow should proceed. For example, a Filter could be built to check the ticket's priority and only proceed in the workflow if the priority = 1.

Excerpt from Zapier Documentation

Filters are a way to ensure actions get performed only on the items you want. With filters, you set a specific condition (e.g., when an "email address" field contains "zapier.com") to get to the granularity you need. When the data from your Zap meets the conditions of a filter, it proceeds to the next action(s) in your Zap. If a filter stops an item, then no further actions are performed.

For more details on Filters, see this article on the Zapier Help site: How to Get Started with Filters on Zapier

What is an Action

Action is an event that a Zap performs. For example, when a new ticket is created or triggered in Serviceaide Intelligent Service Management you may want to alert someone by sending an SMS message. Send SMS in this case is an action.

Excerpt from Zapier Documentation

An action is something your Zap does after a trigger occurs. To continue the above example, if you use a Zap to take Wufoo form entries and add them to a Mailchimp list, Mailchimp's 'Add Subscriber' would be the action for that Zap. A Zap can only have one trigger, but it can have many actions. There are two types of actions:

App actions - App actions an action of creating something in an app. Our example of creating a Mailchimp subscriber is an example of an app action.
App searches - App searches can be used to look up info to be used by a later action. For example, a Zap could look up the details of a Trello card that has a certain name, so that the description or due date from that card could be used by a later action.

The following actions are available with the Serviceaide app:

Create Organization: Create a new organization
Create Problem Ticket: Create a new Problem type ticket.
Create Change Request Ticket: Create a new Change Request ticket.
Create User: Add a new user account.
Create Incident Ticket: Create a new ticket of type Incident.
Create Service Request Ticket: Create a new Service Request Ticket.
Add Worklog (Any Ticket): Add a worklog to any existing ticket.
Find Ticket: A search type action that allows finding a ticket and viewing key attributes for the ticket. This is useful in a multiple step Zap when another app may send the ticket number and more information is required before the next step in the workflow.

For more details on Actions, see this article on the Zapier Help site: Setting Up Actions

Configuring the Serviceaide App in Zapier

The Serviceaide app on Zapier is publicly available on the Zapier site. You can access it through the following link https://zapier.com/apps/serviceaide/integrations.

Note

Creating an account with Zapier includes a 14 day free premium trial and after that you can continue using the free basic plan or a paid account based on your needs.

Follow these steps to configure the Serviceaide app:

Click the https://zapier.com/apps/serviceaide/integrations. You will be redirected to the Zapier login page.

2. Specify your username and password. You may need to Sign up for the first time to create your username and password. The following window appears:

3. Click Accept Invite & Build a Zap to create a workflow with the Serviceaide app.

Now, you have successfully added the Serviceaide app to your Zapier account.

Connecting your Intelligent Service Management instance (slice) to your Zapier Account

Note

A Serviceaide webservices user is required for this setup. Administrators can create one by going to Manage>Tools>Users and create a user with the license type of Web Services.

These are the steps to create a Zap triggered from Serviceaide.

After logging into your Zapier account, click Make a Zap on the dashboard.
Click Choose App from the Trigger menu on the left panel. The list of apps are displayed on the right pane.
Select Serviceaide.

Note: You can also type Serviceaide in the Search text bar on the right pane, to locate the app from the list.

4. Select the trigger from the Select Serviceaide Trigger list, such as 'New Ticket'. Triggers from Serviceaide include common events that would typically drive a workflow such as creating or updating a ticket.

5. Click Save + Continue.

6. Click Connect an Account. This is where you link your Intelligent Service Management instance or slice to your Zapier account. This could be your Production instance (csm2 or csm3) or your Staging instance (csmstaging or csmstaging2). You can store multiple Serviceaide logins in your Zapier account for use in different workflows. This information will be saved in Zapier for later use. All triggers and actions related to Serviceaide require this setup. The following window appears when you are setting up Serviceaide as the Trigger app, for the first time.

7. Specify your Serviceaide URL such as https://csm3.serviceaide.com or https://csm2.serviceaide.com.

8. Specify your Web Services Username (such as ws200012) and password. Administrators can search for Web Services user or create a new Web Services user by going to Manage>Tools>Users and create a user with the license type of Web Services.

9. Click Yes, Continue to go to the next step.

Now, you have successfully configured your Serviceaide account in Zapier.

Integration Examples

We have provided two integrations examples, which will help you to understand how to create a Zap by setting up a trigger and action.

Post a message to a Slack Channel for New Priority 1 Tickets (This requires a premium Zapier account to use the Filter option.)
Send an SMS Message for a New Ticket (This does not require a paid Zapier account)