arazzo: 1.0.1
info:
  title: Zendesk Escalate Ticket
  summary: Load a ticket and escalate it by raising priority, opening it, and adding a note.
  description: >-
    An escalation pattern for Zendesk Support. The workflow shows the ticket to
    confirm it exists, then updates it to raise priority, set status to open, add
    an "escalated" tag, and append an internal note. The update uses the
    documented {ticket:{...}} envelope and is spelled out inline.
  version: 1.0.0
sourceDescriptions:
- name: ticketsApi
  url: ../openapi/tickets-openapi-original.yml
  type: openapi
workflows:
- workflowId: escalate-ticket
  summary: Escalate a ticket by raising priority and adding an internal note.
  description: >-
    Shows the ticket, then updates it with a higher priority, an open status, an
    escalated tag, and an internal note.
  inputs:
    type: object
    required:
    - ticketId
    - priority
    - escalationNote
    properties:
      ticketId:
        type: integer
        description: The id of the ticket to escalate.
      priority:
        type: string
        description: The priority to set (urgent, high, normal, low).
      escalationNote:
        type: string
        description: The internal note explaining the escalation.
  steps:
  - stepId: showTicket
    description: Load the ticket to confirm it exists before escalating.
    operationId: ShowTicket
    parameters:
    - name: ticket_id
      in: path
      value: $inputs.ticketId
    successCriteria:
    - condition: $statusCode == 200
    outputs:
      ticketId: $response.body#/ticket/id
      currentPriority: $response.body#/ticket/priority
  - stepId: escalate
    description: Raise priority, set status open, tag, and add an internal note.
    operationId: UpdateTicket
    parameters:
    - name: ticket_id
      in: path
      value: $steps.showTicket.outputs.ticketId
    requestBody:
      contentType: application/json
      payload:
        ticket:
          priority: $inputs.priority
          status: open
          tags:
          - escalated
          comment:
            body: $inputs.escalationNote
            public: false
    successCriteria:
    - condition: $statusCode == 200
    outputs:
      ticketId: $response.body#/ticket/id
      ticketPriority: $response.body#/ticket/priority
      ticketStatus: $response.body#/ticket/status
  outputs:
    ticketId: $steps.escalate.outputs.ticketId
    ticketPriority: $steps.escalate.outputs.ticketPriority