Zammad

Zammad is a web based open source helpdesk/customer support system.

Data integration: Skyvia supports importing data to and from Zammad, exporting Zammad data to CSV files, replicating Zammad data to relational databases, and synchronizing Zammad data with other cloud apps and relational databases.

Backup: Skyvia Backup does not support Zammad.

Query: Skyvia Query supports Zammad.

Establishing Connection

To create a connection to Zammad, specify the subdomain and access token.

Getting Credentials

Access Token

To obtain the Access Token, perform the following steps:

Log in to Zammad.
Click the User Icon in the bottom left corner of the page.
Click Profile -> Token Access -> Create
Name the new token, set the expiry date if necessary and select the permissions to grant.
Copy the appeared token.

Creating Connection

To connect to Zammad, paste your Zammad domain and access token to the corresponding boxes in the Connection Editor.

zammad connection

Connector Specifics

Object Peculiarities

Tickets

Skyvia displays tickets data in the Tickets and the related TicketArticles objects. TicketArticles object stores the ticket’s body, subject and other data.

The group of the Tickets fields with the Article* prefix in the names displays empty values when querying. However these fields are used for the INSERT and UPDATE operations.

If you update any of the Article* fields, you must also map the Article_Body.

You can insert body, subject and other ticket data in two ways:

By mapping the the Article* fields of the Tickets object.
By mapping the fields of the Tickets and the related TicketArticles object.

Custom Fields

Skyvia supports custom attributes for the Tickets, Users, Organizations, and Groups objects as custom fields. Custom fields support the INSERT and UPDATE operations.

Possible custom field types are the following:

Zammad Type	DBtype
Text	String
Textarea	String
Boolean	Boolean
Integer	Int32
Date	Date
Date & Time	Datetime
Single selection	String
Multiple selection	String. Stores a path to the element
Single tree selection	String
Multiple tree selection	String
External data source	String. Skyvia represents this type of field by two separate fields with Label and Value suffixes in their names

Incremental Replication and Synchronization

Skyvia supports Replication with Incremental Updates for the Groups, Organizations, TicketArticles, TicketPriorities, Tickets, TicketStates, UserAccessPermissions, UserAccessTokens, and Users objects.

Skyvia supports Synchronization for the objects Groups, Organizations, TicketPriorities, Tickets, TicketStates, Users

DML Operations Support

Operation	Object
INSERT, UPDATE, DELETE	Groups, Organizations, TicketPriorities, Tickets, TicketStates, Users
UPDATE, DELETE	OnlineNotifications, Tags
INSERT	TicketArticles
DELETE	UserAccessTokens

Stored Procedures

Skyvia represents part of the supported Zammad features as stored procedures. You can call a stored procedure, for example, as a text of the command in the ExecuteCommand action in a Target component of a Data Flow or in Query.

AddTicketTag

To add new tag in the specific ticket, use the command

call AddTicketTag(item, object, o_id)

PARAMETER NAME	DESCRIPTION
Item	Tag name
Object	The valid value is ‘Ticket’
O_id	Ticket Id

The procedure doesn’t insert the whole record, it just adds a new tag to the array of tags in the TicketTags object.

Due to Zammad API specifics, the successfully executed procedure in Skyvia returns the result with the following error message:

Error occurred while executing ‘AddTicketTag’ procedure: true.

RemoveTicketTag

To delete a particular tag from the specific ticket, use the command call RemoveTicketTag(item, object, o_id)

PARAMETER NAME	DESCRIPTION
Item	Tag name
Object	The valid value is ‘Ticket’
O_id	Ticket Id

The procedure doesn’t delete the whole record, it just deletes a particular tag from the array of tags in the TicketTags object.