Can't solve the ticket using zendesk api

5 Comments

  • Greg Katechis
    Zendesk Developer Advocacy

    Hi Mario Wijaya! If you're receiving a 422, it means that there is likely a ticket field that needs to be updated before solve. Since you already mentioned that the tickets had assignees, I won't recommend that, but that would be another reason that you would receive a 422. Is it possible that you added any tickets fields that needed to be filled out before solving since you last checked?

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  • Mario Wijaya

    Hi Greg,

    Thanks for the information. You are right - I was able to resolve by looking at the required fields to be filled.

    Thanks,

     

    Mario

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  • Greg Katechis
    Zendesk Developer Advocacy
    The only system ticket "fields" that are required by Zendesk are the Subject field (which is required on creation and not solve, so kind of a moot point here) and the assignee field. However, you can enable custom fields to be required upon solve, so have you or your team recently added this requirement to any fields/created new fields? For more information on this, take a look at this article.
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  • Greg-Katechis Hi Greg!

    Is there a way using api/json to pass-by the custom fields requirements?

    Like a custom syntax?

    Triggers do pass-by the custom fields requirements..

    Best regards,

    Raphaël

     

     

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  • Greg Katechis
    Zendesk Developer Advocacy
    Hi Raphael! There is currently no way to bypass this with the API. I believe that the reason that this behavior is different with triggers is because it hooks into a lower level path in our stack that allows the call to get around the requirement. Any API request will have to include any ticket field requirements that are not already filled out, if the request is also attempting to solve the ticket.
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