How to Update Ticket (Single) — Zendesk Connector for SSRS

Introduction

In this article we will delve deeper into Zendesk and SSRS integration, and will learn how to update ticket (single). We are continuing from where we left off. By this time, you must have installed ODBC PowerPack, created ODBC Data Source, and configured authentication settings in your Zendesk account .

So, let's not waste time and begin.

Use Query Builder to generate SQL query

The first thing you have to do is open Query Builder:

ZappySys API Driver - Zendesk

Zendesk Connector can be used to integrate Zendesk REST API in your App / BI Tools. You can read/write data about Tickets, Activity, Users, Organizations and more.

ZendeskDSN
Then simply select the Tickets (Row by Row) table and Update operation.
Continue by configuring the Required parameters. You can also set optional parameters too.
Move on by hitting Preview Data button to preview the results.

If you see the results you need, simply copy the generated query:

Tickets (Row by Row)

Update

Required Parameters
Ticket ID to Update	Select the value from the dropdown
Advanced Properties
EnableArrayFlattening	True
NextUrlAttributeOrExpr	$.next_page
MaxArrayItemsToFlatten	5
Wait time after each request (in milliseconds)	0

Update Tickets 
SET subject='Test ticket subject'
  , tags='["tag1","tag2"]' 
  --, additional_tags ='["tag1","tag2"]' --tags you like to remove
  --, remove tags='["tag1","tag2"]'
  , status='pending' --new, solved, closed
  --below json can be obtained using select custom_fields from tickets where id=1234
  , custom_fields='[
  {
    "id": 10000,
    "value": "some value for prop1"
  },
  {
    "id": 10001,
    "value": "some value for prop2"
  }
]'
Where Id = 1234

That's it! You can use this query in SSRS.

Let's not stop here and explore SQL query examples, including how to use them in Stored Procedures and Views (virtual tables) in the next steps.

SQL query examples

Use these SQL queries in your SSRS data source:

How to Update ticket by Id

Update Tickets 
SET subject='Test ticket subject'
  , tags='["tag1","tag2"]' 
  --, additional_tags ='["tag1","tag2"]' --tags you like to remove
  --, remove tags='["tag1","tag2"]'
  , status='pending' --new, solved, closed
  --below json can be obtained using select custom_fields from tickets where id=1234
  , custom_fields='[
  {
    "id": 10000,
    "value": "some value for prop1"
  },
  {
    "id": 10001,
    "value": "some value for prop2"
  }
]'
Where Id = 1234

How to Update exising ticket with private comment

Update Tickets 
SET comment_body='Closing this ticket'
  , comment_public = 0 --or 1
  , status='solved' --pending, new, closed
  --, comment_body_html='Closing <b>this</b> ticket'
  --, comment_author_id=123545   
Where Id = 1234

How to Update exising ticket with HTML body

Update Tickets 
SET comment_body_html='Closing <b>this</b> ticket'
  , status='solved' --pending, new, closed
  --, comment_author_id=123545   
  --, comment_public = 0 --or 1  
Where Id = 1234

How to Update an existing ticket using Raw JSON Body approach

UPDATE Tickets
SET _rawdoc_ =
  '{
      "subject": "Test ticket #1",    
      "comment": {
        "body": "Test ticket #1"
      },
      "priority": "urgent"
    }'
WHERE Id=1234

put_ticket endpoint belongs to Tickets table(s), and can therefore be used via those table(s).

Stored Procedures and Views

Create Custom Stored Procedure

You can create procedures to encapsulate custom logic and then only pass handful parameters rather than long SQL to execute your API call.

Steps to create Custom Stored Procedure in ZappySys Driver. You can insert Placeholders anywhere inside Procedure Body. Read more about placeholders here

Go to Custom Objects Tab and Click on Add button and Select Add Procedure:
Enter the desired Procedure name and click on OK:
Select the created Stored Procedure and write the your desired stored procedure and Save it and it will create the custom stored procedure in the ZappySys Driver:
Here is an example stored procedure for ZappySys Driver. You can insert Placeholders anywhere inside Procedure Body. Read more about placeholders here
```
CREATE PROCEDURE [usp_get_orders]
    @fromdate = '<<yyyy-MM-dd,FUN_TODAY>>'
 AS
    SELECT * FROM Orders where OrderDate >= '<@fromdate>';
```
That's it now go to Preview Tab and Execute your Stored Procedure using Exec Command. In this example it will extract the orders from the date 1996-01-01:
```
Exec usp_get_orders '1996-01-01';
```
Let's generate the SQL Server Query Code to make the API call using stored procedure. Go to Code Generator Tab, select language as SQL Server and click on Generate button the generate the code.
As we already created the linked server for this Data Source, in that you just need to copy the Select Query and need to use the linked server name which we have apply on the place of [MY_API_SERVICE] placeholder.
```
SELECT * FROM OPENQUERY([LS_TO_ZENDESK_IN_GATEWAY], 'EXEC usp_get_orders @fromdate=''1996-07-30''')
```
Now go to SQL served and execute that query and it will make the API call using stored procedure and provide you the response.

Create Custom Virtual Table

ZappySys API Drivers support flexible Query language so you can override Default Properties you configured on Data Source such as URL, Body. This way you don't have to create multiple Data Sources if you like to read data from multiple EndPoints. However not every application support supplying custom SQL to driver so you can only select Table from list returned from driver.

If you're dealing with Microsoft Access and need to import data from an SQL query, it's important to note that Access doesn't allow direct import of SQL queries. Instead, you can create custom objects (Virtual Tables) to handle the import process.

Many applications like MS Access, Informatica Designer wont give you option to specify custom SQL when you import Objects. In such case Virtual Table is very useful. You can create many Virtual Tables on the same Data Source (e.g. If you have 50 URLs with slight variations you can create virtual tables with just URL as Parameter setting.

Go to Custom Objects Tab and Click on Add button and Select Add Table:
Enter the desired Table name and click on OK:
And it will open the New Query Window Click on Cancel to close that window and go to Custom Objects Tab.
Select the created table, Select Text Type AS SQL and write the your desired SQL Query and Save it and it will create the custom table in the ZappySys Driver:
Here is an example SQL query for ZappySys Driver. You can insert Placeholders also. Read more about placeholders here
```
SELECT
  "ShipCountry",
  "OrderID",
  "CustomerID",
  "EmployeeID",
  "OrderDate",
  "RequiredDate",
  "ShippedDate",
  "ShipVia",
  "Freight",
  "ShipName",
  "ShipAddress",
  "ShipCity",
  "ShipRegion",
  "ShipPostalCode"
FROM "Orders"
Where "ShipCountry"='USA'
```
That's it now go to Preview Tab and Execute your custom virtual table query. In this example it will extract the orders for the USA Shipping Country only:
```
SELECT * FROM "vt__usa_orders_only"
```
Let's generate the SQL Server Query Code to make the API call using stored procedure. Go to Code Generator Tab, select language as SQL Server and click on Generate button the generate the code.
As we already created the linked server for this Data Source, in that you just need to copy the Select Query and need to use the linked server name which we have apply on the place of [MY_API_SERVICE] placeholder.
```
SELECT * FROM OPENQUERY([LS_TO_ZENDESK_IN_GATEWAY], 'EXEC [usp_get_orders] ''1996-01-01''')
```
Now go to SQL served and execute that query and it will make the API call using stored procedure and provide you the response.

Update Ticket (Single) in SSRS

Open Visual Studio and create a new SSRS project
Then add a new Shared Data Source (you can create a non-shared data source inside report too):
Continue with creating the Shared Data Source. Select Microsoft SQL Server as Type and hit Build button to proceed further:
Once a window opens, configure it similarly. Configure "" as database name. Finally, hit Test Connection and OK:
Another window opens, and it should look similarly to this one below which ends the creation of a Data Source:

DataSource=localhost,5000;Initial Catalog=
Now it's time to create a Dataset. If you don't have a report created, in one of the wizard's steps it will look like this:

SELECT * FROM Tickets
Finally, once you complete the report, similar results will show up: