Zendesk Triage Tickets from a View

arazzo: 1.0.1
info:
  title: Zendesk Triage Tickets from a View
  summary: List the tickets in a view and update the first one to assign and prioritize it.
  description: >-
    A queue-triage pattern for Zendesk Support. The workflow lists the full
    ticket objects belonging to a view, captures the first ticket, and updates it
    to assign an agent, set status open, and raise priority. Both operations live
    in the tickets description so operationIds resolve unambiguously, and the
    update body uses the documented {ticket:{...}} envelope inline.
  version: 1.0.0
  x-realizes-capability-ids:
  - BC-430.10
  x-capability-derivation:
    method: 'deterministic join: sourceDescriptions -> per-tag OpenAPI -> tag/capability edge. No classification at this step.'
    min_confidence: 0.7
    sources:
    - capability_id: BC-430.10
      capability_name: Customer Inquiry Management
      spec: zendesk-tickets-api-openapi.yml
      confidence: 0.92
    model: Turbo EA Capabilities by Vincent Verdet — Turbo EA, https://github.com/vincentmakes/turbo-ea-capabilities, CC BY 4.0
sourceDescriptions:
- name: ticketsApi
  url: ../openapi/zendesk-tickets-api-openapi.yml
  type: openapi
- name: viewsApi
  url: ../openapi/zendesk-views-api-openapi.yml
  type: openapi
workflows:
- workflowId: triage-tickets-from-view
  summary: Pull the tickets in a view and triage the first one.
  description: >-
    Lists the tickets in a view, then assigns and prioritizes the first ticket
    in the result set.
  inputs:
    type: object
    required:
    - viewId
    - assigneeId
    - priority
    properties:
      viewId:
        type: integer
        description: The id of the view whose tickets are triaged.
      assigneeId:
        type: integer
        description: The id of the agent to assign the ticket to.
      priority:
        type: string
        description: The priority to set on the ticket (urgent, high, normal, low).
  steps:
  - stepId: listViewTickets
    description: List the full ticket objects in the view, newest activity first.
    operationId: ListTicketsFromView
    parameters:
    - name: view_id
      in: path
      value: $inputs.viewId
    - name: sort_order
      in: query
      value: desc
    successCriteria:
    - condition: $statusCode == 200
    outputs:
      firstTicketId: $response.body#/tickets/0/id
    onSuccess:
    - name: hasTickets
      type: goto
      stepId: triageTicket
      criteria:
      - context: $response.body
        condition: $.tickets.length > 0
        type: jsonpath
  - stepId: triageTicket
    description: Assign, open, and prioritize the first ticket in the view.
    operationId: UpdateTicket
    parameters:
    - name: ticket_id
      in: path
      value: $steps.listViewTickets.outputs.firstTicketId
    requestBody:
      contentType: application/json
      payload:
        ticket:
          assignee_id: $inputs.assigneeId
          status: open
          priority: $inputs.priority
    successCriteria:
    - condition: $statusCode == 200
    outputs:
      ticketId: $response.body#/ticket/id
      assigneeId: $response.body#/ticket/assignee_id
  outputs:
    triagedTicketId: $steps.triageTicket.outputs.ticketId
    assigneeId: $steps.triageTicket.outputs.assigneeId