Zoho Flow Integration

 
Integrating Zoho Flow with ServiceDesk Plus helps you set up workflows to automate information exchange between ServiceDesk Plus and other third-party apps such as Azure Devops. Since Zoho Flow works on the cloud, a Zoho Flow On-premise agent is required to integrate ServiceDesk Plus On-Premise. 

Quick Links

Zoho Flow Agent

Zoho Flow Agent Installation

Integrating ServiceDesk Plus with Zoho Flow

Zoho Flow Retry

Use Case: Azure Devops Integration

Zoho Flow Agent

Zoho Flow Agent allows Zoho Flow to securely connect and access authorized on-premises apps in your system. This lets you create workflows that include triggers and actions of on-premises applications, allowing them to exchange data between your cloud apps as well as the other on-premises applications through Zoho Flow in a secure manner. Click here to learn how to set up the Zoho Flow agent.

Integrating ServiceDesk Plus with Zoho Flow

To access ServiceDesk Plus through Zoho Flow, you need to create a connection using the integration key generated in ServiceDesk Plus.

• Navigate to Settings > Connections and click Create Connection.

• A popup opens up displaying a list of all the supported apps by Zoho Flow.

• Search for "Servicedesk Plus OnPremise", select the app and click Next. To get early access to the integration, click here.

• A form will be loaded with the required details to create a connection.

Once the details are populated, click on Authorize to create the connection. A success message will be shown after a successful authorization.

Supported Triggers and Actions in ServiceDesk Plus

The following are the supported triggers and actions in ServiceDesk Plus.

Supported Triggers

• Request Created [Realtime]
• Request Created in Template[Realtime]
• Request Updated[Realtime]
• Updated Request in Template[Realtime]

Supported Actions

• Add Solution
• Associate Request with Problem
• Create Change
• Create Problem
• Create Request
• Create Request Notes
• Fetch Change
• Fetch Problem
• Fetch Request by ID
• Update Change
• Update Request
• Update Solution
• Update Problem

Zoho Flow Retry

Zoho Flow attempts a retry after a task fails. It will try to resume from the point (action) of the previous failure. The reruns will continue at frequent intervals if the executions keep failing.
Failed tasks will be rerun for a maximum of eight times before marking the execution as failed. Click here to learn about the rerun intervals and more.

• If the execution is successful in one of these runs, the tasks will be marked with a success message. The available task count for your account will only be deducted upon successful executions of tasks.
• During the Auto rerun window of 24 hours, you cannot manually rerun a failed task.
• If you have edited your flow before an upcoming rerun, the future reruns will take place as per the edited configuration of the flow.
• If you have switched off the flow in between reruns, the rerun will not take place. However, if you switched off a flow in between, and switched it back on before the next rerun, the rerun process will continue.
• Triggers are not included in Auto rerun, as they are executed using a method called "Polling", which watches for new entries in regular intervals.
• If an action failed for a certain number of reruns, and succeeded in the next attempt, but another action in the same flow failed during this rerun, the rerun count will be reset, and the most recently failed action will be retried eight times.
• Until all eight reruns are over, the record will be shown to the user as Failed: Rerunning automatically.

Auto Rerun Limitations

Auto rerun will not work in the following situations:

• Triggers (including Webhook triggers and Realtime app triggers)
• When a flow is switched off
• When a flow is deleted
• When the task has already run successfully

Manual Rerun

You can also manually rerun the executions that failed due to one of the following errors.

• Incomplete or improper flow configuration
• Invalid data mapping
• Tasks that failed 20 consecutive auto reruns

Zoho Flow provides two options to manually rerun failed executions:

1. Resume: This option lets you instantly resume a flow execution from the step that failed due to errors.
2. Restart: This option lets you start a flow execution from the beginning (from the task following the trigger). All steps, including successful ones, will run again. However, it might cause some actions to fail, create duplicate entries in the connected apps, and cause further errors, leading to failed executions.

 
To manually rerun a failed execution,

• Log in to your Zoho Flow account.

• Navigate to the required flow from My Flows, then click Flow History. (You can also access the flow history of your organization from Settings > History.)

• Select the failed executions you want to rerun using the checkboxes.

• If you wish to resume the execution from the step that failed in the flow, click Run. (The default option, Resume will be selected)

• Alternatively, use the dropdown arrow beside Run, then click Restart to restart the flow executions from their triggers.