Ticket custom fields and user fields

Hey Michael Le,

Can you try updating your JSON body by putting the user field inside a user_fields object. Something like this:

{
  "user": {
    "user_fields": {
         "DOB(test)": "{{ticket.ticket_field_1234}}"
      }
  }
}

Let me know if that helps!

Tipene

Hello! I'm looking to achieve something similar to this and I can't figure out what seems to be the issue as it's not running correctly. (I feel like I'm missing a huge component somewhere)

I have the webhook running correctly I believe and tested.

I have a custom date field that we're using to gather DoBs from End Users that we use on a webform, and I would like this to translate into a Custom User Field (Date field as well).

Hey I'm working on an webhook workflow and trying to get values for a custom field that is configured for a selection list.  When I use the {{ticket.ticket_field_replacewithcustomfieldID}} we get the tag value and not the displayed value.  Is there an additional notation to get the actual value rather than the tag value, the issue is that the tag values are restricted in character type/format that is not compatible with the solution we are working on

Great, thanks a lot for helping out and I understand!! I tried to acquire the external_id in my home-page template to pass it as a parameter as default field value for the customer no. in a form, but that didn't work since the ticket object doesn't exist in the home-page template and it seems that using the trigger and webhook is the only way to go...

Hey Bjorn Spruijt,

You can use the "{{ticket.requester.external_id}}" placeholder for the value. So, the JSON payload of your trigger should look something like this:

{
    "ticket": {
        "custom_fields": [
            {
                "id": 360020980097,
                "value": "{{ticket.requester.external_id}}"
            }
        ]
    }
}

One thing to be aware of with this workflow is the potential for race conditions occurring when updating a ticket via trigger and webhook. Here's an article which goes in to more detail:

Can I use a trigger and a webhook to update tickets?

I hope this helps!

Tipene

I have the same problem and it would be nice, to have a better solution than at the moment possible.

Regards

Sylvia