Note: If an instance has multiple users with the same email, getAgentByEmail retrieves only the user who was created first.
Freshdesk
Note: For the method to work on Freshdesk, make sure that the user is part of the team that has access to the Freshdesk project.
For Freshdesk 5.25.1 and higher
| Helper | nodeHelper |
| Signature | getAgentByEmail (String email) |
| Description | Looks for an agent with the provided email address.
It validates if the String is empty or is not an email.
|
| Introduced in | 5.25.1 |
Using Agent Information in External Systems (like Jira)
When agent information is synced from Freshdesk to Jira, it becomes available in Jira to support workflows, reporting, and issue management activities based on organizational needs.
Jira administrators can leverage the synced agent data to enhance automation, tracking, and collaboration within existing processes and integrate it into any new workflows as required.
Script use
Make the following script changes on the Freshdesk side to activate the functionality:
Outgoing script:
Sends the Freshdesk assignee to the other system (e.g., Jira):
replica.assignee = entity.assignee
Incoming script:
Assigns a specific agent to the ticket:
entity.assignee = nodeHelper.getAgentByEmail("xyz@exalate.com")
Note: Replace the email address with any valid agent email as needed.
Note: Adding it to script is mandatory so that the agent is successfully retrieved based on the email address specified in the scripts, and that the agent information is correctly passed to the destination side (e.g., Jira)
If a valid Email id is not provided:
The sync will fail if the email is missing, blank, or invalid:
Empty or blank email:
Error: "Email address must not be empty or blank"Invalid format (e.g., abc@):
Error: "Invalid email format: abc@"