Using Workday actions in action flows

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<p id="docs-hc-snippet" style="display: none;">Before you can include external actions in your action flows, you must connect the action builder to the external system.</p>
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<div class="p">By connecting the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855513857306" target="_blank">action builder</a> to external systems, such as Workday, admins
can integrate Zendesk with external systems in automated workflows, improving
collaboration and maintaining a seamless experience across multiple platforms.<div class="note">
<span class="notetitle">Note:</span> The
steps associated with external systems in action flows are referred to collectively
as <em class="ph i">external actions</em>.</div>
</div>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_ssw_s3f_phc__ul_nws_4jf_phc">
<li class="li"><a class="xref" href="#topic_qpb_pjf_phc">Connecting Workday to action builder</a></li>
<li class="li"><a class="xref" href="#topic_ilp_rjf_phc">Using Workday actions in action flows</a></li>
<li class="li"><a class="xref" href="#topic_i5h_sjf_phc">Recipe: Notifying managers when a request for hardware is approved</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_qpb_pjf_phc">
<h2 class="title topictitle2" id="ariaid-title2">Connecting Workday to action builder</h2>
<div class="body">
<p class="p">Before you can include external actions in your action flows, you must connect the
action builder to the external system.</p>
<div class="p">When connecting to external systems for use in action flows, the following best practices are recommended:<ul class="ul" id="topic_qpb_pjf_phc__d8e13">
<li class="li">All external actions performed by an action flow are attributed to the user who connected the
external system. Therefore, it's a best practice to use a dedicated service
account rather than personal credentials when connecting to each external
system.</li>
<li class="li">All integrations request access to necessary scopes. However, it's important that you review and validate the scopes before authorizing the connection to the external system.</li>
<li class="li">When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To connect Workday to the action builder</strong><ol class="ol" id="topic_qpb_pjf_phc__ol_wz5_ssm_phc">
<li class="li">
<a class="xref" href="#topic_c5j_ktm_phc">Create an OAuth client in
Workday</a>.</li>
<li class="li">
<a class="xref" href="#topic_vp5_qtm_phc">Use the OAuth client to
connect Workday to the action builder</a>.<p class="p">After you've connected
to the system, you'll see an indicator that it's connected and details
about the instance you're connected to, as well as the actions available
for Workday.</p>
</li>
<li class="li">(Optional) Configure Workday to allow contact information to be updated
through REST API requests.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_c5j_ktm_phc">
<h3 class="title topictitle3" id="ariaid-title3">Creating an OAuth client in Workday</h3>
<div class="body">
<p class="p" dir="ltr">Workday uses OAuth 2.0 for authorization. A Workday administrator must
set up an OAuth 2.0 client in Workday to provide Zendesk secure access to your
data in Workday. </p>
<div class="p" dir="ltr">
<strong class="ph b">To set up an OAuth 2.0 client in Workday</strong><ol class="ol" id="topic_c5j_ktm_phc__d9e14">
<li class="li" dir="ltr">Sign into your Workday account as an administrator.</li>
<li class="li" dir="ltr">In the Workday search bar, type <strong class="ph b">Edit Tenant Setup - Security</strong>, then select the matching option from the search results list.</li>
<li class="li" dir="ltr">Scroll down to the OAuth 2.0 Settings section and turn on the <strong class="ph b">OAuth 2.0</strong> configuration.</li>
<li class="li" dir="ltr">Configure the API client:<ul class="ul" id="topic_c5j_ktm_phc__d9e29">
<li class="li" dir="ltr">
<strong class="ph b">Search</strong>: Select <strong class="ph b">Register API Client</strong>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Client Name</strong>: Enter a meaningful name for your client, such as <em class="ph i">Zendesk
connection</em>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Client Grant Type</strong>: Choose<strong class="ph b"> Authorization Code</strong>. See <a class="xref" href="https://datatracker.ietf.org/doc/html/draft-ietf-oauth-security-topics" target="_blank">OAuth 2.0 Security Best Current Practice</a> for more information about grant types.</li>
<li class="li" dir="ltr">
<strong class="ph b">Client Redirect URL</strong>: Enter <div class="p">
<pre class="pre codeblock"><code>https://zis.zendesk.com/api/services/zis/connections/oauth/callback</code></pre>
</div>
</li>
</ul>
</li>
<li class="li" dir="ltr">Use the <strong class="ph b">API scopes</strong> field to specify the following permissions for the app to access Workday data:<ul class="ul" id="topic_c5j_ktm_phc__d9e68">
<li class="li" dir="ltr"><pre class="pre codeblock"><code>System</code></pre></li>
<li class="li" dir="ltr"><pre class="pre codeblock"><code>Staffing</code></pre></li>
<li class="li" dir="ltr"><pre class="pre codeblock"><code>Time off and leave</code></pre></li>
<li class="li">
<pre class="pre codeblock"><code>Home Contact Information</code></pre>
</li>
<li class="li">
<pre class="pre codeblock"><code>Work Contact Information</code></pre>
</li>
</ul>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>.</li>
<li class="li" dir="ltr">After saving, securely save the following generated values that appear in Workday. These are required for connection, authentication, and token generation.<ul class="ul" id="topic_c5j_ktm_phc__d9e97">
<li class="li" dir="ltr">Client ID</li>
<li class="li" dir="ltr">Client Secret<div class="note">
<span class="notetitle">Note:</span> The Client Secret displays only once. Copy and save it in a secure
location, such as a password manager.</div>
</li>
<li class="li" dir="ltr">Token Endpoint URL</li>
<li class="li" dir="ltr">Authorization Endpoint URL</li>
<li class="li">Workday REST API URL</li>
</ul>
</li>
</ol>
<div class="note">
<span class="notetitle">Note:</span> If an Admin changes the password in Workday, the OAuth2 client stops functioning. When this happens, you must remove the existing connection and set it up again.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_vp5_qtm_phc">
<h3 class="title topictitle3" id="ariaid-title4">Connecting Workday to the action builder</h3>
<div class="body">
<p class="p">After creating the Workday OAuth 2.0 client, you have the information necessary
to connect Workday to action builder.</p>
<div class="p">
<strong class="ph b">To connect action builder to Workday</strong><ol class="ol" id="topic_vp5_qtm_phc__ol_psh_lk4_zgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Actions &gt; Action
flows</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266" target="_blank">Create</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570" target="_blank">edit</a> an action flow.</li>
<li class="li">Open the step sidebar.</li>
<li class="li">Under <strong class="ph b">External actions</strong>, click <strong class="ph b">Workday</strong>.</li>
<li class="li">Click <strong class="ph b">Connect</strong>.</li>
<li class="li">Enter the following values from the <a class="xref" href="#topic_c5j_ktm_phc">Workday OAuth client</a> in the corresponding
fields:<ul class="ul" id="topic_vp5_qtm_phc__ul_bgj_kym_phc">
<li class="li" dir="ltr"><strong class="ph b">Client ID</strong></li>
<li class="li" dir="ltr"><strong class="ph b">Client Secret</strong></li>
<li class="li" dir="ltr"><strong class="ph b">Token Endpoint URL</strong></li>
<li class="li" dir="ltr"><strong class="ph b">Authorization Endpoint URL</strong></li>
<li class="li"><strong class="ph b">Workday REST API URL</strong></li>
</ul>
<p class="p"><img class="image" id="topic_vp5_qtm_phc__image_mmy_q4j_qhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/action_flow_workday_connector.png" width="300"></p>
</li>
<li class="li">Follow Workday's prompts to authenticate and complete the
connection.<div class="note">
<span class="notetitle">Note:</span> All external actions performed by an action flow
are attributed to the user who connected the external system.
Therefore, it's a best practice to use a dedicated service account
rather than personal credentials when connecting to each external
system.</div>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_xy1_53f_d3c">
<h3 class="title topictitle3" id="ariaid-title5">Configuring Workday to allow REST API updates to contact information</h3>
<div class="body">
<p class="p">Before you can use the <em class="ph i">Contact information</em> action, you must configure
Workday to allow users' contact information to be updated by the API. To do
this, grant permission to a security group to update employee contact
information using the Workday REST API.</p>
<div class="p">The following requirements must be met to configure this:<ul class="ul" id="topic_xy1_53f_d3c__ul_zph_fjf_d3c">
<li class="li">Admin-level access to Workday security and business process
policies</li>
<li class="li">A security group exists or is created for the service account</li>
<li class="li">All changes are tested in a sandbox environment first</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To configure Workday to allow API updates to user contact information</strong><ol class="ol" id="topic_xy1_53f_d3c__ol_hwd_qjf_d3c">
<li class="li">In Workday, run the <strong class="ph b">Maintain Permissions for Security Group</strong>
task.</li>
<li class="li">Select the security group you want to allow to use the API to update
contact information.</li>
<li class="li">For the <strong class="ph b">Person Data: Home Contact Information</strong> and <strong class="ph b">Person Data:
Work Contact Information</strong> domains, add the following
permissions:<ul class="ul" id="topic_xy1_53f_d3c__ul_psh_ykf_d3c">
<li class="li"><strong class="ph b">View and Modify</strong></li>
<li class="li"><strong class="ph b">Get and Put</strong></li>
</ul>
</li>
<li class="li">Run <strong class="ph b">Activate Pending Security Policy Changes</strong> to publish the
domain-level permission updates.</li>
<li class="li">Open your <strong class="ph b">Business Process Security Policy for Work Contact
Change</strong> to edit it.</li>
<li class="li">Under <strong class="ph b">Initiating Action &gt; Change Work Contact Information (REST
Service)</strong>, add the security group you just granted permission to
use the API to update contact information.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
<li class="li">Open your <strong class="ph b">Business Process Security Policy for Home Contact
Change</strong> to edit it.</li>
<li class="li">Under <strong class="ph b">Initiating Action &gt; Change Home Contact Information (REST
Service)</strong>, add the security group you just granted permission to
use the API to update contact information.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
<li class="li">Run <strong class="ph b">Activate Pending Security Policy Changes</strong> to publish the
updates.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_ilp_rjf_phc">
<h2 class="title topictitle2" id="ariaid-title6">Using Workday actions in action flows</h2>
<div class="body">
<p class="p">Workday action steps can be used to look up employee details and submit time off
requests.</p>
<div class="p">The following Workday actions are available:<ul class="ul" id="topic_ilp_rjf_phc__ul_ivt_j1g_phc">
<li class="li"><a class="xref" href="#topic_gqx_j1g_phc">Look up worker</a></li>
<li class="li"><a class="xref" href="#topic_wns_k1g_phc">Request time off</a></li>
<li class="li"><a class="xref" href="#topic_tq1_fmf_d3c">Manage primary home
email</a></li>
<li class="li"><a class="xref" href="#topic_dgg_bqf_d3c">Manage primary home
phone</a></li>
<li class="li"><a class="xref" href="#topic_njm_fqf_d3c">Manage primary work
email</a></li>
<li class="li"><a class="xref" href="#topic_mjn_hqf_d3c">Manage primary work
phone</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_gqx_j1g_phc">
<h3 class="title topictitle3" id="ariaid-title7">Looking up an employee</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Look up worker</em> action to retrieve the personal and employment data
for an individual employee.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_gqx_j1g_phc__table_rrw_1mz_hgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d90e508" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d90e510" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d90e508" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d90e510" style="text-align:left;vertical-align:top;">
<code class="ph codeph">Worker ID</code> or <code class="ph codeph">Work email
address</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e508" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d90e510" style="text-align:left;vertical-align:top;">The employee's personnel data</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_wns_k1g_phc">
<h3 class="title topictitle3" id="ariaid-title8">Requesting time off</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Request time off</em> action to submit time off requests in Workday on
behalf of employees.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_wns_k1g_phc__table_b1m_2tr_4hc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d90e575" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d90e577" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d90e575" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d90e577" style="text-align:left;vertical-align:top;">
<code class="ph codeph">Worker ID</code>, <code class="ph codeph">Request
date</code>, <code class="ph codeph">Time off type</code>, <code class="ph codeph">Daily
quantity</code><div class="note">
<span class="notetitle">Note:</span> Dates must be formatted as
YYYY-MM-DD or YYYY-MM-DDhh:mm and in the Workday
account's timezone.</div>
<p class="p">(Optional) <code class="ph codeph">Start
date</code>, <code class="ph codeph">End date</code>,
<code class="ph codeph">Comment</code></p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e575" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d90e577" style="text-align:left;vertical-align:top;"><code class="ph codeph">Request ID</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_tq1_fmf_d3c">
<h3 class="title topictitle3" id="ariaid-title9">Managing a user's primary home email address</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Manage primary home email</em> action to update a user's primary home
email address.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_tq1_fmf_d3c__table_lqh_5pf_d3c" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d90e661" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d90e663" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d90e661" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d90e663" style="text-align:left;vertical-align:top;">
<code class="ph codeph">Worker ID</code>, <code class="ph codeph">Home
email</code><p class="p">(Optional) <code class="ph codeph">Comment</code>,
<code class="ph codeph">Public visibility</code></p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e661" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d90e663" style="text-align:left;vertical-align:top;">
<code class="ph codeph">Request status</code>, <code class="ph codeph">Updated primary
home email</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_dgg_bqf_d3c">
<h3 class="title topictitle3" id="ariaid-title10">Managing a user's primary home phone number</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Manage primary home phone</em> action to update a user's primary home
phone number.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_dgg_bqf_d3c__table_blz_bqf_d3c" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d90e740" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d90e742" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d90e740" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d90e742" style="text-align:left;vertical-align:top;">
<code class="ph codeph">Worker ID</code>, <code class="ph codeph">Home phone
number</code>, <code class="ph codeph">Country</code>,
<code class="ph codeph">Device type</code><p class="p">(Optional) <code class="ph codeph">Public
visibility</code></p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e740" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d90e742" style="text-align:left;vertical-align:top;">
<code class="ph codeph">Request status</code>, <code class="ph codeph">Updated primary
home phone number</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_njm_fqf_d3c">
<h3 class="title topictitle3" id="ariaid-title11">Managing a user's primary work email address</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Manage primary work email</em> action to update a user's primary work
email address.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_njm_fqf_d3c__table_lbh_gqf_d3c" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d90e821" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d90e823" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d90e821" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d90e823" style="text-align:left;vertical-align:top;">
<code class="ph codeph">Worker ID</code>, <code class="ph codeph">Work
email</code><p class="p">(Optional) <code class="ph codeph">Comment</code>,
<code class="ph codeph">Public visibility</code></p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e821" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d90e823" style="text-align:left;vertical-align:top;">
<code class="ph codeph">Request status</code>, <code class="ph codeph">Updated primary
work email</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_mjn_hqf_d3c">
<h3 class="title topictitle3" id="ariaid-title12">Managing a user's primary work phone number</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Manage primary work phone</em> action to update a user's primary work
phone number.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_mjn_hqf_d3c__table_jfm_3qf_d3c" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d90e899" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d90e901" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d90e899" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d90e901" style="text-align:left;vertical-align:top;">
<code class="ph codeph">Worker ID</code>, <code class="ph codeph">Work phone
number</code>, <code class="ph codeph">Country</code>,
<code class="ph codeph">Device type</code><p class="p">(Optional) <code class="ph codeph">Public
visibility</code></p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e899" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d90e901" style="text-align:left;vertical-align:top;">
<code class="ph codeph">Request status</code>, <code class="ph codeph">Updated primary
work phone number</code>
</td>
</tr>
</tbody>
</table>
</div>
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</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested1" id="topic_i5h_sjf_phc">
<h2 class="title topictitle2" id="ariaid-title13">Recipe: Notifying managers when a request for hardware is approved</h2>
<div class="body">
<p class="p">The following example action flow automatically sends an email notification to an
employee's manager when a Zendesk ticket requesting new hardware, such as a laptop,
is approved. </p>
<div class="p">
<strong class="ph b">To create an action flow that automatically notifies managers when their
employee's request for hardware is approved</strong><ol class="ol" id="topic_i5h_sjf_phc__ol_hhj_pwf_dhc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266#topic_zg5_sx3_t2c" target="_blank">Add an action flow trigger</a> with
the following details:<ol class="ol" id="topic_i5h_sjf_phc__ol_l2n_nwq_chc" type="a">
<li class="li">Click <strong class="ph b">Add trigger</strong>.</li>
<li class="li">In the step sidebar, under <strong class="ph b">Zendesk</strong>, click
<strong class="ph b">Tickets</strong>.</li>
<li class="li">Click <strong class="ph b">Routing</strong> and select <strong class="ph b">Ticket tags changed</strong>.</li>
<li class="li">Click <strong class="ph b">Add condition</strong>.</li>
<li class="li">Under <strong class="ph b">Variable</strong>, click <strong class="ph b">Ticket tags changed</strong> and select
<strong class="ph b">Tags (added)</strong>.</li>
<li class="li">Set the <strong class="ph b">Operator</strong> to <strong class="ph b">Contains at least 1 of</strong>.</li>
<li class="li">Under <strong class="ph b">Value</strong>, enter <strong class="ph b">approved</strong>.</li>
</ol>
</li>
<li class="li">Add a step to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266#topic_fpp_cnk_t2c" target="_blank">look up user details in
Zendesk</a>:<ol class="ol" id="topic_i5h_sjf_phc__ol_u1q_wcx_chc" type="a">
<li class="li">In the action builder, beneath the action flow trigger, click the
<strong class="ph b">Add step</strong> icon (<img class="image" id="topic_i5h_sjf_phc__image_ls5_1xr_1hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_action_flows_add.png" width="16">).</li>
<li class="li">In the step sidebar, under <strong class="ph b">Zendesk actions</strong>, click <strong class="ph b">Look up
user</strong>.</li>
<li class="li">Under <strong class="ph b">Ticket ID</strong>, click into the field and then click
<strong class="ph b">Select a variable instead</strong>.</li>
<li class="li">Within the variable menu, select <strong class="ph b">Ticket tags changed</strong> as the
step that outputs the variable you want to use, and then select
<strong class="ph b">Requester ID</strong>.</li>
</ol>
</li>
<li class="li">Add a step to look up details about the ticket requester in Workday:<ol class="ol" id="topic_i5h_sjf_phc__ol_zjp_qdx_chc" type="a">
<li class="li">In the action builder, click the <strong class="ph b">Add step</strong> icon (<img class="image" id="topic_i5h_sjf_phc__image_ox3_rdx_chc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_action_flows_add.png" width="16">).</li>
<li class="li">In the step sidebar, under <strong class="ph b">Zendesk actions</strong>, click <strong class="ph b">Look up
worker</strong>.</li>
<li class="li">Under <strong class="ph b">User ID type</strong>, select <strong class="ph b">Zendesk user ID</strong>.</li>
<li class="li">For <strong class="ph b">User ID</strong>, click <strong class="ph b">Add variable</strong>.</li>
<li class="li">Within the variable menu, select <strong class="ph b">Ticket tags changed</strong> as the
step that outputs the variable you want to use, and then select
<strong class="ph b">Requester ID</strong>.</li>
</ol>
</li>
<li class="li">Add a step to retrieve the employee's data in Workday:<ol class="ol" id="topic_i5h_sjf_phc__ol_dds_qwr_4hc" type="a">
<li class="li">In the action builder, click the <strong class="ph b">Add step</strong> icon (<img class="image" id="topic_i5h_sjf_phc__image_vdd_rwr_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_action_flows_add.png" width="16">).</li>
<li class="li">In the step sidebar, under <strong class="ph b">External actions</strong>, click
<strong class="ph b">Workday</strong> and then select <strong class="ph b">Look up worker</strong>.</li>
<li class="li">Under <strong class="ph b">Employee email</strong>, click <strong class="ph b">Add variable </strong>.</li>
<li class="li">Within the variable menu, select <strong class="ph b">Look up user</strong> as the step
that outputs the variable you want to use, and then select <strong class="ph b">Work
email</strong>.</li>
</ol>
</li>
<li class="li">Add a step to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9840940606106" target="_blank">send an email</a> notification to the
employee's manager:<ol class="ol" id="topic_i5h_sjf_phc__ol_jt3_3xr_4hc" type="a">
<li class="li">In the action builder, click the <strong class="ph b">Add step</strong> icon (<img class="image" id="topic_i5h_sjf_phc__image_kt3_3xr_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_action_flows_add.png" width="16">).</li>
<li class="li">In the step sidebar, under <strong class="ph b">External actions</strong>, click
<strong class="ph b">Microsoft Outlook</strong> and then select <strong class="ph b">Send email</strong>.</li>
<li class="li">Under <strong class="ph b">Recipient email</strong>, click <strong class="ph b">Add variable</strong>.</li>
<li class="li">Within the variable menu, select <strong class="ph b">Look up worker</strong> as the step
that outputs the variable, and then select <strong class="ph b">Supervisor's
email</strong>.</li>
<li class="li">Under <strong class="ph b">Subject</strong>, enter the subject of the email. For example:
"Update: Laptop request for <em class="ph i">Employee Name</em>" where <em class="ph i">Employee
Name</em> is a variable from the Look up user step.</li>
<li class="li">Under <strong class="ph b">Body</strong>, enter the message you want to send to the
employee's supervisor. Include relevant information as variables
from the Look up user and Look up worker steps, respectively, to
streamline their ability to solve the ticket. In the following
example, all variables are
italicized:<pre class="pre codeblock"><code>Hi <em class="ph i">Look up worker &gt; Supervisor Name</em>,
Your team member, <em class="ph i">Look up user &gt; Name</em> (employee ID: <em class="ph i">Look up worker &gt; ID</em>), will be issued a
(Ticket tags changed &gt; Laptop make) laptop in the next five days.</code></pre>
<div class="note">
<span class="notetitle">Note:</span> To
make the laptop information available for use as variables in
the action flow, that information must be configured as a ticket
field.</div>
</li>
</ol>
</li>
<li class="li">Add a step that <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266#topic_fpp_cnk_t2c" target="_blank">updates the ticket </a>with a copy of
the email sent to the supervisor:<ol class="ol" id="topic_i5h_sjf_phc__ol_wfl_lxf_dhc" type="a">
<li class="li">In the action builder, click the <strong class="ph b">Add step</strong> icon (<img class="image" id="topic_i5h_sjf_phc__image_ixj_mxf_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_action_flows_add.png" width="16">).</li>
<li class="li">In the step sidebar, under <strong class="ph b">Zendesk actions</strong>, select <strong class="ph b">Update
ticket</strong>.</li>
<li class="li">Under <strong class="ph b">Ticket ID</strong>, click <strong class="ph b">Add variable</strong>.</li>
<li class="li">Within the variable menu, select <strong class="ph b">Ticket tags changed</strong> as the
step that outputs the variable, and then select <strong class="ph b">Ticket
ID</strong>.</li>
<li class="li">Under <strong class="ph b">Additional fields</strong>, select <strong class="ph b">Comment</strong> and <strong class="ph b">Comment
is public</strong>.</li>
<li class="li">Under <strong class="ph b">Comment</strong>, copy and paste the <strong class="ph b">Body</strong> value from the
send email step. </li>
</ol>
</li>
<li class="li">Under <strong class="ph b">Comment is public</strong>, select <strong class="ph b">False</strong>.<p class="p">The comment is added
to the ticket as an internal note.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
<li class="li">Click <strong class="ph b">Test</strong> to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570#topic_uyj_qsw_3fc" target="_blank">test the action flow</a>.</li>
<li class="li">Click the options menu (<img class="image" id="topic_i5h_sjf_phc__image_uls_2xf_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">Activate</strong> to begin using the
action flow to automatically send an email to employees' supervisors when a
request for hardware is approved.</li>
</ol>
</div>
</div>
</div>
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