Under the application’s Message types, create the four types this flow routes on. A message type is a name plus a format, no schema required:

Three external parties, three credentials. Under the application’s Authentications, the dialog asks for a Name, the Adapter it pairs with, and a Definition, the credential shape that adapter offers, with the Application preset; the Definition decides the config section that follows.

The helpdesk issues tokens from a login endpoint; the adapter logs in, extracts the token, and injects the Authorization header on every call, never set one by hand.

Under the application’s Maps, create the inbound map. Vendor field names stop here; severity is lower-cased into the canonical priority, and the CRM’s case id is carried through:

The CRM’s webhook payload as it arrives, a CrmCaseRaised:

{
  "event": "case.created",
  "case": {
    "id": "5003x00002Kb9",
    "subject": "Pump unit leaking after install",
    "severity": "High",
    "account": "Brams Outdoor BV",
    "reporter": "t.vries@bramsoutdoor.example"
  }
}

The canonical SupportCase the bus carries:

{
  "caseId": "5003x00002Kb9",
  "title": "Pump unit leaking after install",
  "priority": "high",
  "customer": "Brams Outdoor BV",
  "contactEmail": "t.vries@bramsoutdoor.example",
  "source": "crm"
}

Maps are authored in XSLT 3.0 and run on Saxon HE 12.9:

<xsl:stylesheet version="3.0"
    xmlns:xsl="http://www.w3.org/1999/XSL/Transform">
  <xsl:output method="text"/>
  <xsl:template match="/">
    <xsl:variable name="in" select="parse-json(.)"/>
    <xsl:value-of select="serialize(
      map {
        'caseId': string($in?case?id),
        'title': string($in?case?subject),
        'priority': lower-case(string($in?case?severity)),
        'customer': string($in?case?account),
        'contactEmail': string($in?case?reporter),
        'source': 'crm'
      },
      map { 'method': 'json', 'indent': true() })"/>
  </xsl:template>
</xsl:stylesheet>

The outbound map reshapes the canonical case into the helpdesk’s payload shape. external_ref carries the CRM id so a re-fired webhook updates the same ticket instead of creating a duplicate:

The HelpdeskTicket the create-ticket endpoint expects:

{
  "external_ref": "5003x00002Kb9",
  "summary": "Pump unit leaking after install",
  "priority": 2,
  "requester_email": "t.vries@bramsoutdoor.example"
}

<xsl:stylesheet version="3.0"
    xmlns:xsl="http://www.w3.org/1999/XSL/Transform">
  <xsl:output method="text"/>
  <xsl:template match="/">
    <xsl:variable name="in" select="parse-json(.)"/>
    <xsl:value-of select="serialize(
      map {
        'external_ref': string($in?caseId),
        'summary': string($in?title),
        'priority': (if ($in?priority = 'high') then 2 else 3),
        'requester_email': string($in?contactEmail)
      },
      map { 'method': 'json', 'indent': true() })"/>
  </xsl:template>
</xsl:stylesheet>

Create a receive port CrmWebhook on the API Listener. (The dropdowns can also create types and maps inline; building the dependencies first keeps each dialog a selection.)

Open the adapter configuration (the button beside Adapter) and pair the port with the CRM credential, so every webhook must present it:

The shared API ingress routes on these plus the Authentication; the Purpose value keeps this Listener distinct from any other in the same Application, see order intake for the full rule. The CRM must be able to send custom headers on its webhook, most can; if one cannot, give that Listener its own Authentication so the App-plus-credential pair stays unique.

On the Publish step under the port’s Solicit stages, set Message Type Fallback to CrmCaseRaised, from Step 1.

On the Map step, set Map Assignment to Typed and add one row, selecting the inbound map from Step 3:

Register the endpoint URL, with the two headers above, in the CRM’s webhook settings.

Create a send port CreateTicket on the API Caller, one-way, subscribing on {{Message.MessageType}} == "SupportCase".

Set Authentication to HelpdeskBearer, from Step 2.

On the Map step, set Map Assignment to Typed and add one row, selecting the outbound map from Step 4:

On CreateTicket, set Exception Message Type to TicketCreateFailed, from Step 1, with generous retries first, SaaS outages pass.

Create the OpsAlert O365 Mail port subscribing on {{Message.MessageType}} == "TicketCreateFailed":

Everything you configure is live the moment you save it, there is nothing to deploy. Start the send ports first, CreateTicket and OpsAlert, then the receive port CrmWebhook.

Set Tracking to Enabled + Body on every port the flow touches, so you can walk each run step by step, with its message body, in tracking.

Raise a test case in the CRM, and confirm the ticket appears in the helpdesk with the fields mapped correctly.

Fire the same webhook twice (most CRMs have a re-deliver button) and confirm two POSTs arrive at the helpdesk, both carrying the same external_ref. Deduplication is the helpdesk’s side of the contract: it must upsert on external_ref, a prerequisite of this design, not something the flow configures.

Break the helpdesk credential and confirm the alert plus replay from tracking.