/workato-pm-kata

Workato PM Take-home test (katas)

kata: a Japanese word about training methods by which successful techniques are learned and passed on. Coined workata as detailed practice to master Workato


Kata (1): Build an action that creates a ticket in Zendesk and describe how it works

Context: How might we go about product testing of app.workato.com?

Observed bugs: When user is establishing trigger during recipe creation involving Zendesk, Triggers seen misspelt as Tiggers:

Trigger spelt wrongly



When user is defining actions from Zendesk, Update seen misspelt as Upsert:

Update spelt wrongly


Summary of created recipe with create Zendesk ticket action(s):

Access created recipe, product-feedback-workata here. Also listed on Workato's community library.

created recipe


How it works: When a QA tester finds a bug in live production, he/she will submit a google form and that will create a new row in a linked google sheets,

Trigger: New row in linked google sheet. (Linked to a google form's responses).

Actions:

  • Create a new ticket on Zendesk
  • Create the accompanying engineering issue on Github if it's tagged as engineering
  • Send an sms through Twilio with accompaying ticket description if tagged as high priority
  • Update the same ticket based on ticket ID to pending status

Customizations:

  • Link your google form responses to a google sheets.
  • Map priority data field to Zendesk's priority
  • Create custom data field bug category and map to Zendesk's subject field
  • Create custom data field escalate to(relevant party) and map to Zendesk's tags field
  • Create a new custom field base URL path on Zendesk and include it in ticket form. Map it accordingly.

Configurations:

  • Use basic authentication in connecting to Zendesk, Github & Twilio
  • Create github organisation and corollary repository to track incoming issues
  • Sign up for a trial number with Twilio
  • Allow sms body to be included with Twilio

How it helps (detailed thought process):

  1. As a Quality Assurance (QA) tester, I want to quickly file bugs without navigating through Zendesk Agent Support GUI but still have Zendesk tickets recorded for audit.
    • Created a google form to capture QA's test data
    • Linked that google form's data to google sheets as Workato's connectors does not support google forms.
      • This is the Trigger; upon addition of google sheets row, a Zendesk ticket is created.

  1. As a product owner, I want to extract relevant data for appropriate action by engineers and transform data meaningfully when I map it over to Zendesk.
    • Created relevant party to escalate to form field and map as tags in Zendesk.
    • Created URL path of bug form field and map as bug URL path in Zendesk.
    • Further segregrate bugs into bug category form field to map as subject in Zendesk.

  1. As an engineer, I prefer to eliminate the step of creating the Github issue manually (with its details) on Github organistaion's repository after viewing it on Zendesk.
    • Github issues' title is map to bug description for quicker evaluation.
    • URL (mapped from Zendesk's bug URL path) is included in Github issues' body for engineers to quickly reproduce bug. issue-github

  1. As a product owner, I want to be alerted if the bug is feature breaking i.e. high priority
    • SMS sent if priority is high sms-twilio

  1. As a data analyst, I want to customise my input data fields, extract them to google sheets and transform data via mappings to Zendesk. Zendesk serves as the single source of truth that other teams work off while the google sheets is the cleaned upstream data (shadow copy).

Kata (2): Write on your experience creating a recipe, comparing to competitors

Written reflection on google sheets