Create Incident with TOPdesk API on New Events (Instant) from Twilio SendGrid API

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New Events (Instant) from the Twilio SendGrid API

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Create Incident with the TOPdesk API

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Getting Started#

This integration creates a workflow with a Twilio SendGrid trigger and TOPdesk action. When you configure and deploy the workflow, it will run on Pipedream's servers 24x7 for free.

Select this integration
Configure the New Events (Instant) trigger
1. Connect your Twilio SendGrid account
2. Select one or more Event Types
Configure the Create Incident action
1. Connect your TOPdesk account
2. Select a Caller Lookup ID
3. Optional- Select a Status
4. Optional- Configure Brief Description
5. Optional- Configure Request
6. Optional- Configure Action
7. Optional- Configure Action Invisible For Caller
8. Optional- Select a Category ID
9. Optional- Select a Subcategory ID
10. Optional- Select a Call Type ID
11. Optional- Select a Entry Type ID
12. Optional- Configure External Number
13. Optional- Select a Object Name
14. Optional- Select a Location ID
15. Optional- Select a Branch ID
16. Optional- Configure Main Incident ID
17. Optional- Select a Impact ID
18. Optional- Select a Urgency ID
19. Optional- Select a Priority ID
20. Optional- Select a Duration ID
21. Optional- Configure Target Date
22. Optional- Select a SLA ID
23. Optional- Configure On Hold
24. Optional- Select a Operator
25. Optional- Select a Operator Group ID
26. Optional- Select a Supplier ID
27. Optional- Select a Processing Status ID
28. Optional- Configure Responded
29. Optional- Configure Response Date
30. Optional- Configure Completed
31. Optional- Configure Completed Date
32. Optional- Configure Closed
33. Optional- Configure Closed Date
34. Optional- Select a Closure Code ID
35. Optional- Configure Major Call
36. Optional- Configure Publish To SSD
37. Optional- Configure Optional Fields 1
38. Optional- Configure Optional Fields 2
Deploy the workflow
Send a test event to validate your setup
Turn on the trigger

Details#

This integration uses pre-built, source-available components from Pipedream's GitHub repo. These components are developed by Pipedream and the community, and verified and maintained by Pipedream.

To contribute an update to an existing component or create a new component, create a PR on GitHub. If you're new to Pipedream component development, you can start with quickstarts for trigger span and action development, and then review the component API reference.

Trigger#

New Events (Instant) on Twilio SendGrid

Description:Emit new event when any of the specified SendGrid events is received

Version:0.0.7

Key:sendgrid-events

View on GitHub

Twilio SendGrid Overview#

The Twilio SendGrid API opens up a world of possibilities for email automation, enabling you to send emails efficiently and track their performance. With this API, you can programmatically create and send personalized email campaigns, manage contacts, and parse inbound emails for data extraction. When you harness the power of Pipedream, you can connect SendGrid to 3,000+ other apps to automate workflows, such as triggering email notifications based on specific actions, syncing email stats with your analytics, or handling incoming emails to create tasks or tickets.

Trigger Code#

import common from "../common/http-based.mjs";
import deliveryEventTypes from "./delivery-event-types.mjs";
import engagementEventTypes from "./engagement-event-types.mjs";

export default {
  ...common,
  key: "sendgrid-events",
  name: "New Events (Instant)",
  description: "Emit new event when any of the specified SendGrid events is received",
  version: "0.0.7",
  type: "source",
  dedupe: "unique",
  props: {
    ...common.props,
    eventTypes: {
      type: "string[]",
      label: "Event Types",
      description: "The type of events to listen to",
      options(context) {
        const { page } = context;
        if (page !== 0) {
          return {
            options: [],
          };
        }

        const options = [
          ...deliveryEventTypes,
          ...engagementEventTypes,
        ];
        return {
          options,
        };
      },
    },
  },
  methods: {
    ...common.methods,
    baseWebhookSettings() {
      // The list of events that a webhook can listen to. This method returns an
      // exhaustive list of all such flags disabled, and each event source can
      // then override the flags that are relevant to the event they handle.
      //
      // See the docs for more information:
      // https://sendgrid.com/docs/api-reference/
      const eventTypesData = [
        ...deliveryEventTypes,
        ...engagementEventTypes,
      ];
      return eventTypesData.reduce((accum, eventTypeData) => ({
        ...accum,
        [eventTypeData.value]: false,
      }), {});
    },
    webhookEventFlags() {
      return this.eventTypes.reduce((accum, eventType) => ({
        ...accum,
        [eventType]: true,
      }), {});
    },
    generateMeta(data) {
      const {
        event: eventType,
        sg_event_id: id,
        timestamp: ts,
      } = data;
      const summary = `New event: ${eventType}`;
      return {
        id,
        summary,
        ts,
      };
    },
  },
};

Trigger Configuration#

This component may be configured based on the props defined in the component code. Pipedream automatically prompts for input values in the UI and CLI.

Label	Prop	Type	Description
N/A	`db`	`$.service.db`	This component uses `$.service.db` to maintain state between executions.
Twilio SendGrid	`sendgrid`	`app`	This component uses the Twilio SendGrid app.
N/A	`http`	`$.interface.http`	This component uses `$.interface.http` to generate a unique URL when the component is first instantiated. Each request to the URL will trigger the `run()` method of the component.
Event Types	`eventTypes`	`string[]`	Select a value from the drop down menu.

Trigger Authentication#

Twilio SendGrid uses API keys for authentication. When you connect your Twilio SendGrid account, Pipedream securely stores the keys so you can easily authenticate to Twilio SendGrid APIs in both code and no-code steps.

About Twilio SendGrid#

Send marketing and transactional email through the Twilio SendGrid platform with the Email API, proprietary mail transfer agent, and infrastructure for scalable delivery.

Action#

Create Incident on TOPdesk

Description:Creates a new incident. [See the documentation](https://developers.topdesk.com/explorer/?page=incident#/incident/createIncident)

Version:0.0.1

Key:topdesk-create-incident

View on GitHub

Action Code#

import app from "../../topdesk.app.mjs";

export default {
  key: "topdesk-create-incident",
  name: "Create Incident",
  description: "Creates a new incident. [See the documentation](https://developers.topdesk.com/explorer/?page=incident#/incident/createIncident)",
  version: "0.0.1",
  type: "action",
  props: {
    app,
    callerLookupId: {
      type: "string",
      label: "Caller Lookup ID",
      description: "Lookup value for filling in a registered caller's contact details (UUID). **Required** - you must specify either this field or provide caller details manually.",
      propDefinition: [
        app,
        "personId",
      ],
    },
    status: {
      type: "string",
      label: "Status",
      description: "Status of the incident. Can only be set by operators.",
      optional: true,
      options: [
        "firstLine",
        "secondLine",
        "partial",
      ],
    },
    briefDescription: {
      propDefinition: [
        app,
        "briefDescription",
      ],
    },
    request: {
      propDefinition: [
        app,
        "request",
      ],
    },
    action: {
      propDefinition: [
        app,
        "action",
      ],
    },
    actionInvisibleForCaller: {
      propDefinition: [
        app,
        "actionInvisibleForCaller",
      ],
    },
    categoryId: {
      propDefinition: [
        app,
        "categoryId",
      ],
    },
    subcategoryId: {
      propDefinition: [
        app,
        "subcategoryId",
        ({ categoryId }) => ({
          categoryId,
        }),
      ],
    },
    callTypeId: {
      propDefinition: [
        app,
        "callTypeId",
      ],
    },
    entryTypeId: {
      propDefinition: [
        app,
        "entryTypeId",
      ],
    },
    externalNumber: {
      propDefinition: [
        app,
        "externalNumber",
      ],
    },
    objectName: {
      propDefinition: [
        app,
        "objectName",
      ],
    },
    locationId: {
      propDefinition: [
        app,
        "locationId",
      ],
    },
    branchId: {
      propDefinition: [
        app,
        "branchId",
      ],
    },
    mainIncidentId: {
      type: "string",
      label: "Main Incident ID",
      description: "Main incident UUID, required for creating a partial incident. Can only be set by operators.",
      optional: true,
    },
    impact: {
      propDefinition: [
        app,
        "impactId",
      ],
    },
    urgency: {
      propDefinition: [
        app,
        "urgencyId",
      ],
    },
    priority: {
      propDefinition: [
        app,
        "priorityId",
      ],
    },
    duration: {
      propDefinition: [
        app,
        "durationId",
      ],
    },
    targetDate: {
      propDefinition: [
        app,
        "targetDate",
      ],
    },
    slaId: {
      propDefinition: [
        app,
        "slaId",
      ],
    },
    onHold: {
      propDefinition: [
        app,
        "onHold",
      ],
    },
    operatorId: {
      propDefinition: [
        app,
        "operatorId",
      ],
      label: "Operator",
      description: "The operator assigned to the incident. Can only be set by operators.",
      optional: true,
    },
    operatorGroupId: {
      propDefinition: [
        app,
        "operatorGroupId",
      ],
    },
    supplierId: {
      propDefinition: [
        app,
        "supplierId",
      ],
    },
    processingStatusId: {
      propDefinition: [
        app,
        "processingStatusId",
      ],
    },
    responded: {
      propDefinition: [
        app,
        "responded",
      ],
    },
    responseDate: {
      propDefinition: [
        app,
        "responseDate",
      ],
    },
    completed: {
      propDefinition: [
        app,
        "completed",
      ],
    },
    completedDate: {
      propDefinition: [
        app,
        "completedDate",
      ],
    },
    closed: {
      propDefinition: [
        app,
        "closed",
      ],
    },
    closedDate: {
      propDefinition: [
        app,
        "closedDate",
      ],
    },
    closureCodeId: {
      propDefinition: [
        app,
        "closureCodeId",
      ],
    },
    majorCall: {
      propDefinition: [
        app,
        "majorCall",
      ],
    },
    publishToSsd: {
      propDefinition: [
        app,
        "publishToSsd",
      ],
    },
    optionalFields1: {
      propDefinition: [
        app,
        "optionalFields1",
      ],
    },
    optionalFields2: {
      propDefinition: [
        app,
        "optionalFields2",
      ],
    },
  },
  annotations: {
    readOnlyHint: false,
    destructiveHint: false,
    openWorldHint: true,
    idempotentHint: false,
  },
  async run({ $ }) {
    const {
      app,
      callerLookupId,
      status,
      briefDescription,
      request,
      action,
      actionInvisibleForCaller,
      categoryId,
      subcategoryId,
      callTypeId,
      entryTypeId,
      externalNumber,
      objectName,
      locationId,
      branchId,
      mainIncidentId,
      impact,
      urgency,
      priority,
      duration,
      targetDate,
      slaId,
      onHold,
      operatorId,
      operatorGroupId,
      supplierId,
      processingStatusId,
      responded,
      responseDate,
      completed,
      completedDate,
      closed,
      closedDate,
      closureCodeId,
      majorCall,
      publishToSsd,
      optionalFields1,
      optionalFields2,
    } = this;

    // Fields that take { id: value } structure
    const idFields = [
      {
        value: callerLookupId,
        key: "callerLookup",
      },
      {
        value: categoryId,
        key: "category",
      },
      {
        value: subcategoryId,
        key: "subcategory",
      },
      {
        value: callTypeId,
        key: "callType",
      },
      {
        value: entryTypeId,
        key: "entryType",
      },
      {
        value: locationId,
        key: "location",
      },
      {
        value: branchId,
        key: "branch",
      },
      {
        value: mainIncidentId,
        key: "mainIncident",
      },
      {
        value: impact,
        key: "impact",
      },
      {
        value: urgency,
        key: "urgency",
      },
      {
        value: priority,
        key: "priority",
      },
      {
        value: duration,
        key: "duration",
      },
      {
        value: slaId,
        key: "sla",
      },
      {
        value: operatorId,
        key: "operator",
      },
      {
        value: operatorGroupId,
        key: "operatorGroup",
      },
      {
        value: supplierId,
        key: "supplier",
      },
      {
        value: processingStatusId,
        key: "processingStatus",
      },
      {
        value: closureCodeId,
        key: "closureCode",
      },
    ];

    const response = await app.createIncident({
      $,
      data: {
        status,
        briefDescription,
        request,
        action,
        actionInvisibleForCaller,
        externalNumber,
        targetDate,
        onHold,
        responded,
        responseDate,
        completed,
        completedDate,
        closed,
        closedDate,
        majorCall,
        publishToSsd,
        optionalFields1,
        optionalFields2,
        ...(objectName && {
          object: {
            name: objectName,
          },
        }),
        ...idFields.reduce((acc, {
          value, key,
        }) => ({
          ...acc,
          ...value && {
            [key]: {
              id: value,
            },
          },
        }), {}),
      },
    });

    $.export("$summary", `Successfully created incident with ID \`${response.id}\``);

    return response;
  },
};

Action Configuration#

This component may be configured based on the props defined in the component code. Pipedream automatically prompts for input values in the UI.

Label	Prop	Type	Description
TOPdesk	`app`	`app`	This component uses the TOPdesk app.
Caller Lookup ID	`callerLookupId`	`string`	Select a value from the drop down menu.
Status	`status`	`string`	Select a value from the drop down menu:`firstLinesecondLinepartial`
Brief Description	`briefDescription`	`string`	Brief description of the incident (max 80 characters)
Request	`request`	`string`	The initial request text. HTML tags are supported: `<i>`, `<em>`, `<b>`, `<strong>`, `<u>`, `<br>`, `<h5>`, `<h6>`
Action	`action`	`string`	The action text to add. HTML tags are supported: `<i>`, `<em>`, `<b>`, `<strong>`, `<u>`, `<br>`, `<h5>`, `<h6>`
Action Invisible For Caller	`actionInvisibleForCaller`	`boolean`	Whether the action is invisible for persons. Can only be set by operators.
Category ID	`categoryId`	`string`	Select a value from the drop down menu.
Subcategory ID	`subcategoryId`	`string`	Select a value from the drop down menu.
Call Type ID	`callTypeId`	`string`	Select a value from the drop down menu.
Entry Type ID	`entryTypeId`	`string`	Select a value from the drop down menu.
External Number	`externalNumber`	`string`	External number (max 60 characters). Can only be set by operators.
Object Name	`objectName`	`string`	Select a value from the drop down menu.
Location ID	`locationId`	`string`	Select a value from the drop down menu.
Branch ID	`branchId`	`string`	Select a value from the drop down menu.
Main Incident ID	`mainIncidentId`	`string`	Main incident UUID, required for creating a partial incident. Can only be set by operators.
Impact ID	`impact`	`string`	Select a value from the drop down menu.
Urgency ID	`urgency`	`string`	Select a value from the drop down menu.
Priority ID	`priority`	`string`	Select a value from the drop down menu.
Duration ID	`duration`	`string`	Select a value from the drop down menu.
Target Date	`targetDate`	`string`	Target date in ISO 8601 format (e.g., `2024-08-01T12:00:00.000+0200`). Can only be set by operators.
SLA ID	`slaId`	`string`	Select a value from the drop down menu.
On Hold	`onHold`	`boolean`	Whether the incident is on hold. Can only be set by operators.
Operator	`operatorId`	`string`	Select a value from the drop down menu.
Operator Group ID	`operatorGroupId`	`string`	Select a value from the drop down menu.
Supplier ID	`supplierId`	`string`	Select a value from the drop down menu.
Processing Status ID	`processingStatusId`	`string`	Select a value from the drop down menu.
Responded	`responded`	`boolean`	Whether the incident is responded. SLM-licence is needed. Can only be set by operators.
Response Date	`responseDate`	`string`	Response date in ISO 8601 format. SLM-licence is needed. Can only be set by operators.
Completed	`completed`	`boolean`	Whether the incident is completed. Can only be set by operators.
Completed Date	`completedDate`	`string`	Completed date in ISO 8601 format. Can only be set by operators.
Closed	`closed`	`boolean`	Whether the incident is closed. Can only be set by operators.
Closed Date	`closedDate`	`string`	Closed date in ISO 8601 format. Can only be set by operators.
Closure Code ID	`closureCodeId`	`string`	Select a value from the drop down menu.
Major Call	`majorCall`	`boolean`	Whether the incident is a major call. Can only be set by operators.
Publish To SSD	`publishToSsd`	`boolean`	Whether to publish the incident to Self Service Desk. Can only be set by operators.
Optional Fields 1	`optionalFields1`	`object`	Optional fields tab 1 as a JSON object
Optional Fields 2	`optionalFields2`	`object`	Optional fields tab 2 as a JSON object