How It Works
All requests from external systems are sent to a single ticket operation (Ticket::ExternalReference). Each request includes an external reference number (e.g., EXTREF001) via the ExternalReference parameter. The add-on automatically determines whether to create a new ticket or update an existing one:
- Ticket Create: A new ticket is created if no matching ticket is found, or if the existing ticket's state does not match the configured states/state types.
- Ticket Update: An existing ticket is updated if it matches the external reference number and its state matches the configured states/state types.
The external reference number is stored in a configurable dynamic field, ensuring full traceability and easy lookup.
Key Features
- Single endpoint integration: One API operation handles both ticket creation and updates — no need for external systems to track Znuny ticket IDs.
- Automatic create-or-update logic: Intelligent routing based on ticket existence and configurable state/state type conditions.
- Dynamic field storage: The external reference number is automatically stored in a configurable dynamic field for reliable cross-system tracking.
- Flexible authentication: Supports agent login (UserLogin/Password), customer login (CustomerUserLogin/Password), and session-based authentication (SessionID).
- Security & validation: Full permission checks for agents and customers, uniqueness validation of external reference numbers, and input parameter validation.
Use Cases
- Connecting external monitoring or alerting systems that create and update incident tickets automatically.
- Integrating third-party portals, CRM systems, or ERP systems that manage their own reference numbers.
- Enabling bidirectional workflows where external systems need to interact with Znuny without maintaining internal ticket ID mappings.