Cannot use API to set values for ticket fields if it is drop down menu

6 Comments

  • Ahmed Zaid

    Hi Sunny

    You should be able to update any field type. Are you getting 422 error? Feel free to share an example of your api call.

    0
  • Holger Hansson

    I have the same issue I believe. 

    {
      "ticket": {
        "custom_fields": [{ "id": 5832450293651, "value": "australia" }]
      }
    }

    --> should update the field as far as I understand. But it does not.

    The ticket field json has this metadata (names replaced):
    {"ticket_field":{"url":"https://noname.zendesk.com/api/v2/ticket_fields/5832450293651.json","id":5832450293651,"type":"tagger","title":"Job Origin","raw_title":"Job Origin","description":"","raw_description":"","position":9999,"active":true,"required":false,"collapsed_for_agents":false,"regexp_for_validation":null,"title_in_portal":"Job Origin","raw_title_in_portal":"Job Origin","visible_in_portal":true,"editable_in_portal":true,"required_in_portal":true,"tag":null,"created_at":"2022-04-27T20:56:11Z","updated_at":"2022-05-11T09:21:04Z","removable":true,"agent_description":"PPP, Nunch, Australia","custom_field_options":[{"id":5832422001299,"name":"PPP","raw_name":"PPP","value":"usa","default":false},{"id":5833144033683,"name":"Nunch","raw_name":"Nunch","value":"nunch","default":false},{"id":5832422001427,"name":"Australia","raw_name":"Australia","value":"australia","default":false}]}}
    0
  • Ahmed Zaid

    Hi Holger Hansson,

    To update the value of custom field in a ticket, you need to use the ticket end point. See API reference here.

    Ticket Field end point allows you to view and edit the custom field itself (e.g. configure allowable drop down options).

    I hope that helps resolve the issue.

     

    0
  • Erica Girges
    Zendesk Developer Advocacy
    Thanks Ahmed! That's absolutely correct. The Ticket Field endpoint is to specifically create or modify the actual ticket fields themselves. If you're looking to update the value of a ticket field for a specific ticket(s), then you would want to use the Update Ticket endpoint. It's important to note that multi-select fields and dropdown fields work the same way when updating. That means you would be setting your dropdown ticket field name/id to an array with your value(s) in it.
     
    When trying to update a custom dropdown ticket field value, your request body should look similar to this:
     
    {
    "ticket": {
    "custom_fields": [
    {
    "id_dropdown_ticket_field": [
    "updated_value"
    ]
    }
    ],
    }
     
    Hope this helps!
     
    Erica
    0
  • Frank Burke

    Hello,

    I don't agree with your point that doesn't use API to set values for ticket fields if it is a drop-down menu. can you please explain to me why we don't use API????

    0
  • Christopher Kennedy
    Zendesk Developer Advocacy
    Hi Frank,
     
    Erica's comment breaks down the API endpoint you'd need to use to update an individual ticket's custom field value.  Are you running into an issue?
    0

Please sign in to leave a comment.

Powered by Zendesk