Pulling custom Org fields into ticket

Hi.

Thanks everybody to give me that excellent idea!

I fill a ticket field using extension option:

The URL is my domain on zendesk as:

https://domain.zendesk.com/api/v2/tickets/{{ticket.id}}.json

Then on the message body I put the sentence:

In this way I put a text value on the text ticket field.

You also can take this value on an other ticket field.

Thank you guys!!!!.

Maria

Hey Alexandre,

Happy new year!

 

Can you try {{ticket.organization.custom_fields.customer_acv}} instead? The placeholder docs show these two methods as being the way to get to that data. 

ticket.organization.custom_fields.<key_name>

ticket.organization.custom_fields.<field_key>.title

 

Let us know how it goes!

Hello Dan,

Thank you for your update, I still no more have issue regarding authentication. I have no more error also. However the value from organisation filed is not copied to my ticket field.

 

Trigger will call an external target with this:

 

{
"ticket": {
"custom_fields": [{
"id": "{{custom_ticket_360006439420}}", // my custom ticket filed (type numeric)
"value": "{{ticket.requester.organization.custom_fields.customer_acv}}" //my org field (type numeric)
}]
}
}

And I created an HTTP target like that:
https://Domain/api/v2/tickets/{{id}}.json+-u+myemail@mydomain.com/token:MyToken

Instead of https://Domain/api/v2/tickets/{{ticket.id}}.json+-u+myemail@mydomain.com/token:MyToken

Do you know what is going wrong here?

Hey Alexandre,

You need to enable authentication on the target. If you're trying to update a zendesk ticket via the API, you need to have access to do so. 

By providing a username/password for the user that will be performing the update to the ticket, you should be able to proceed.

Hello Everyone,

I tried to use the rules/workflow described here to copy an Org value to a ticket value without success.

These are my triggers and HTTP target:

 

Based on my rules, I want to notify an HTTP target with this trigger:

{
"ticket": {
"custom_fields": [{
"id": "{{custom_ticket_360006439420}}", // my custom ticket filed 
"value": "{{ticket.requester.organization.custom_fields.customer_acv}}" //my org field
}]
}
}

And I created a target like that:
URL is: https://MYDOMAIN//api/v2/tickets/{{ticket.id}}.json

 

However it i snot working, do you know why?

Thanks for the info in this thread folks - it works!

Couple of things to be aware of:

1. Make sure the 'type' of the organization field and ticket field is the same (e.g. both 'decimal')
2. The HTTP target must be 'PUT' method to update a ticket
3. You can use 'basic auth' credentials in your HTTP Target settings with an API token - the 'Username' field should be an email address for a full agent account in the form: YOUR_EMAIL/token (note the '/token' after the email address) and the Password field will be a Zendesk API token that you have created. 

@Martin

Thanks for looking into this. I've got it to work!! What a genius :) Here's what my trigger looks like.

{"ticket":
{"custom_fields":

[{"id":24090935,
"value":"{{ticket.requester.organization.custom_fields.test}}"}]

}
}

Hey Mark and Randy,

I was able to figure this out after Googling and Frankensteining a couple Community posts together.

The json used in my trigger was:

{"ticket":
{"custom_fields":

[{"id":custom_ticket_field_id,
"value":"{{ticket.requester.organization.custom_fields.field_key}}"}]

}
}

The bolded portions are what you should be filling out with a custom value.

For the ticket, the id is the custom field ID

For the organization, however, the field key is NOT the field id. You have to go to Manage > Organization Fields and use the Field key that pops up on the right when you click on an organization field.

Let me know if this works out for you guys.

Hi Mark,

No, I was not. And, unfortunately, if I remember Zendesk's response, it's currently impossible and if you do manage it, it's not supported. The reason was something silly like a field merge issue... Even though my requires are explicit in regards to when the Ticket Field is set...

The only solution is to use Tags. Doing so is not pretty; it requires duplicate setup and doesn't work if anything changes (i.e. the value in the Org field changes, the Ticket field in an old ticket doesn't update). However, for all new tickets, it's flawless. We needed this functionality for two different fields. One is fairly constant and just under 100 values, so we went with the Tags solutions. However, the other would have required an ever-evolving list of over 800 values; we gave up on that and just refer to the Org field...