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Trigger syncs from NetSuite scripts, workflows, and mass updates

Diana Badgett
Updated

The Zendesk Support - NetSuite integration app's real-time flows start when a NetSuite user saves a record. Changes made by automation, such as scheduled workflows, mass updates, and user event scripts on other records, don't always start those flows, so the change doesn't reach Zendesk. This article is for NetSuite administrators and developers who change synced records through automation and need those changes to sync.

Sync changes made by a scheduled workflow

Real-time workflows can't trigger the integration app's flows, so use a scheduled workflow. A scheduled Set Field Value workflow action changes the field but doesn't run user event scripts, so the integration app's real-time flow doesn't start. To make the change sync, replace the action with a scheduled Custom Workflow Action that sets the field with SuiteScript.

For example, this workflow action script sets the Comments field on a customer to Good Customer. Because it loads and submits the record, NetSuite runs the user event scripts and the customer syncs to Zendesk.

function setFieldValue() {
    var id = nlapiGetRecordId();
    var customer = nlapiLoadRecord('customer', id);
    customer.setFieldValue('comments', 'Good Customer');
    nlapiSubmitRecord(customer);
}

For details on creating workflow action scripts, see SuiteFlow (Workflow) > Workflow Core Concepts > Workflow Action Scripts in the NetSuite Help Center.

Sync changes made by a mass update

If you update customers with a mass update that uses a saved search, the change doesn't sync to Zendesk until the customer's real-time export allows mass updates.

  1. In the integration app, turn NetSuite Customer to Zendesk Organization Update off, and then turn it back on.
  2. Find your integration ID: open the integration app's Flows, and in the page URL, copy the value that follows the integration app name, such as the value after /ZendeskconnectorforNetSuite/.
  3. In NetSuite, go to Customization > Lists, Records, & Fields > Record Types > Celigo Realtime Export Flow > List.
  4. Open the export flow record whose record type is Customer and whose Integration ID matches the ID you copied.
  5. Confirm that Execution type(s) includes xedit.
  6. Confirm that Execution context includes Scheduled, Custom Mass Update, and User Event.

Sync support cases created by a user event script

If a user event script on a NetSuite custom record creates NetSuite support cases, use a scheduled flow to run the script.

  1. In NetSuite, go to your support case record type, and make sure Execution context includes Suitelet and Mass Update.
  2. In NetSuite, run the mass update for the support cases.
  3. In Script Log > Execution Logs, confirm that the cases were updated.
  4. Confirm that the Zendesk ticket field on each support case is filled in.

The Celigo Zendesk Connector bundle (80381) doesn't set or change the Zendesk ticket ID field on support cases through its Celigo Zendesk Message Sync or Celigo Zendesk Sales order and RMA user events.