is a web-based customer support platform. With a CA Flowdock integration, your support team will be able to quickly discuss and escalate issues.

To set up the integration:

  1. From the admin page, click the apps link in the page header menu.
  2. From the list of apps, locate Flowdock, click Install, then click Install Flowdock.
  3. Select a name (for example, the flow's name).
  4. Ensure the Authentication method is set to Flow-specific API key.
  5. Copy your API token of the flow you wish to integrate with.
  6. You need to log in to see your flows and API tokens.

Configure the actions you want to get updates about. For example, if you want updates every time a case changes, complete the following settings:

  • Action Type — Set the Action Type to Post to team inbox.
  • SubjectUse templating for case-specific content for the subject. For example, to set it to the case subject, you can use {{case.subject}}. All available templating options can be found here.
  • Tags — CA Flowdock tags that you can optionally set to make it easier to find posts.
  • Case Link — We recommend keeping the default value of {{case.direct_url}}. This is the destination URL that the inbox item will link to.
  • From Email and Name — The Name field, {{}} is recommended. The From Email field is required; use something like this for the From Email field:
  • {% if != null %} {{ }} {% else %} {% endif %}

  • Message to Send — Use any of the templating tags found here.

To modify your business rules to configure which rules trigger your actions:

  1. Go to Cases → Rules in the admin panel and either edit an existing rule to trigger the CA Flowdock action or create a new rule.
  2. To set the action to trigger on the edit rule overlay, click Add ActionTrigger an App Action.
  3. Select the Action Type defined earlier from the drop-down menu.
  4. For example, to send messages for new tickets, use the following settings:

    1. Create a new rule with any name and select all the interaction types.
    2. Click Add.
    3. Add an All condition for Case Status–is–New.
    4. Set the rule actions to Trigger App Action in Flowdock: {{desired app action}}.
    5. Click Update.


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