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Webhook - Copy a field on the same ticket

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James Byrne

Posted Mar 22, 2022

Hi, 

I hope you can help. 

We have a ticket field that populates upcoming event names for end users to search. However, the values get overwritten once the event has passed. So I would like to know how I can create a webhook that will copy the value of field A into field B as text field on the same ticket.   

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    Dane

    Zendesk Engineering

    Hi James Byrne,

    You can use the endpoint below to create a webhook.

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

    Make sure to select PUT as your Request Method.

    Once done, you'll need to create a trigger that utilizes custom field placeholders as your payload.

    {
      "ticket": {
        "custom_fields": [
                {
                    "id": <Field B ID>,
                    "value": "{{ticket.ticket_field_<Field A ID>}}”
                }
                ]
        }
    }

    Here is an example of a simple trigger.

     

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