Question
Can custom objects and lookup relationship fields be linked using the record external id attribute?
Answer
Yes, they can. The external id attribute can be used to reference a custom object. For more information, see the API documentation: Lookup Relationships
For example, you can use an external id to link a record from a custom object based on the value entered by an end user in a ticket form.
The challenge with lookup relationship fields is that only agents can edit them. To overcome this limitation, you can use a webhook or external web service to update the Lookup field. This process involves taking the value entered in a standard text field or a drop-down field and setting it in the Lookup field, enabling updates that would otherwise be impossible.
Here is a sample payload for an API call using the Tickets endpoint:
{
"ticket":{
"custom_fields":[
{
"id":FIELD_KEY, // Lookup field
"value":"external_id:{{ticket.ticket_field_FIELD_KEY}}" // Custom field on ticket form (modified by end-user)
}
]
}
}
For more information, see the API documentation: Custom objects
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