Running into issues with Gorelo connectons to Make

[Sami_D]

What is your goal?

Hey everyone,

Just trying to have a simple ticket automation setup with our ticketing software, Gorelo and Make. The goal is to have Gorelo send any new ticket to make then make sends that information to our support email letting us know theres a new ticket.

What is the problem?

I was able to add makes webhook URL into Gorelo just fine. I set the JSON varibles in gorelo to be sent

{
“Ticket_Number”: “{{Ticket_Number}}”,
“Ticket_Title”: “{{Ticket_Title}}”,
“Ticket_Client_FullName”: “Ticket_Client_FullName”,
“Ticket_Contact_FullName”: “Ticket_Contact_FullName”,
“Ticket_Contact_Email”: “Ticket_Contact_Email”,
“Ticket_Status”: “Ticket_Status”,
“Ticket_Priority”: “Ticket_Priority”,
“Ticket_Source”: “Ticket_Source”
}

However when make is sending the email to our support email its just sending the JSON variables not the actual ticket information.

What have you tried so far?

Ive done two different scenarios all together, one with a parse JSON module and one without but both results are the same.

Please let me know if I need to add anymore information to my setup here. I’m just looking for a simple automated ticket alert thanks in advance!

Screenshots: scenario setup, module configuration, errors

[Bolex_creatives]

Hey there,

Nice set up you got right here but the issue is from the json variables dont mix it up you can type in the variable name manually

Maybe its something like:

{
“Ticket_Number”: “{{Ticket_Number}}”,
“Ticket_Title”: “{{Ticket_Title}}”,
“Ticket_Client_FullName”: “{{Ticket_Client_FullName}}”,
“Ticket_Contact_FullName”: “{{Ticket_Contact_FullName}}”,
“Ticket_Contact_Email”: “{{Ticket_Contact_Email}}”,
“Ticket_Status”: “{{Ticket_Status}}”,
“Ticket_Priority”: “{{Ticket_Priority}}”,
“Ticket_Source”: “{{Ticket_Source}}”
}

[Sami_D]

Hey thanks for the reply!

I changed how I the Gorelo JSON is set and in Make (in the gorelo webhook module at least) I see the ticket information however checking the email I get from Make I’m still only seeing. Currently I do NOT have a “Parse JSON module” its just two modules. Webhook from gorela → email module

Ticket_Number:

Ticket_title:

[Bolex_creatives]

Can you give me more details on what you are recieving on your gmail you didn’t specify it.

[mszymkowiak]

Hello @Sami_D,

Welcome to the community!

It looks like your issue is related to Gorelo and likely comes from a misconfiguration.
Your incoming JSON does not contain actual values.

Please take a look at this post (below) the variable for ticket number should be:

{{ticket.number}}

not as shown in your screenshot: {{Ticket_Number}}.

Have a nice day,
Michal

https://discord.gorelo.io/m/1478605259830988800

[Sami_D]

Hey Bolex

this is all what shows up from the email module

[Sami_D]

Thanks for the reply.

While im not 100% sure what the exact problem is im not sure its with Gorelo.

If I open up the history on a past ran scenario and open the drop down arrow here, it shows all the ticket details from Gorelo , ticket number , company and issue. But in the email module it doesnt seem like the data is being read/transferred properly?

[usama_jazri]

The issue is in Gorelo. It’s not sending the data to Make properly. Must be the way you’ve configured your API call. Can you show screenshots of the API setup in Gorelo?

[Sami_D]

This is the API setup in Gorelo, my last bunch of screenshots are results of using this setup

an edit here:

Gorelo looks like to be sending the proper data but im not sure if its correctly sending it if that makes sense.

After running a scenario I see that Gorelo sent over the ticket number but in Makes output fields during my last test its not doing “Ticket_Number: ” its showing up as “actual ticket number: actual ticket number”

in the email field I select the “Ticket_number” bubble into the subject line It shows as “raw_data’ and I do see the actual ticket number as another bubble to fill in

[usama_jazri]

@Sami_D

Gorelo

hmm… can you share the screenshots with these new developments? i.e. you getting the ticket numbers in make

[Sami_D]

Absolutely, I’ll try and include everything here in one post as well.

Here is the Gorelo setup, I think this is setup correctly but could be mistaken

After running the scenario and only seeing “TICKET_NUMBER, TICKET_TITLE” on my support email, this is what the first webhook module is seeing from Gorelo

So the data IS being sent I believe, but when the data is going from webhook module → email module we run into issues

The “ticket number” bubble is showing “raw: ticket number”

I do see the actual ticket number showing up but not from the proper “bubbles”

For what its worth, I’ve remade the scenario completely and its still doing the same.

[usama_jazri]

So, IOSD-666 is the ticket number?

Also, I could be wrong, but could you check if the variable names in your Gorelo account match the ones that you have in the API call?

[Sami_D]

Yes, IOSD-666 is the right ticket number (maybe this is a sign)

Do you mean the webhook URL thats in Gorela? Yes it matches the webhook URL in the first webhook module here.

However I have “{{Ticket.Number}}” as the JSON variable and in the email module its showing “Ticket_Number” but this could be the key its referencing, not the JSON variable.

[Bolex_creatives]

Hey Sami_D

Apologies for the late reply

[usama_jazri]

No, I don’t mean the webhook URL. I’m talking about the JSON variables. for example {{Ticket.Number}}, {{Ticket.Title}}, {{Ticket.Status}} etc.

Are those actually the correct variables in your Gorelo account/workspace/project?

[Sami_D]

Oh yes they are. Checking back on the history of this scenario the ticket information that the webhook module is getting is changing to each ticket ive ran this on.