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API - Create Views (api does not cover full functionality)

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Андрей Семенцов

Posted Jul 07, 2022

Good day! 
I faces with problem that the Zendesk API has a weak functionality that does not cover the capabilities of the web interface. The problem is observed with the Views in Business Rules section.
Our company uses Views that include the "Next SLA breach" column.
When I executing an API-request to display the View options(columns), which was created through the web interface, I get information about the presence of the following id in the column branch:
{ "id": "sla_next_breach_at", "title": "Next SLA breach" }

But when I want to create a new View via API in which I need to use the "Next SLA breach" column, then adding to the api request, in the columns branch:
{ "id": "sla_next_breach_at", "title": "Next SLA breach" }
this id is ignored and I get a View without the column that I needed.

Yes, I can add it via the web interface. But I use the API specifically, because I don't want to do nothing via web-interface.

And fixing something that is not covered by the API, for example, when you need to create 100 Views, is catastrophically inconvenient.

Zendesk support confirmed that this column cannot be added with Create request via Zendesk API.

Otherwise, the ideology of your API, as such, loses its logical meaning.

I ask you to bring the API into a state that will cover all the functionality of the web interface.

Thank you!

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4 comments

Date
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    Eric Nelson

    Zendesk Developer Advocacy

    Hey Andriy,

    Would you mind putting this feedback in our Feedback section, so that we can make sure to get product's eyes on it?

    Thanks!

    -1

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    Андрей Семенцов

    I already pay for Zendesk.
    And I need to do something else so that you can fix your mistakes with incomplete api for my money?
    You already know about problem. You can feel free to do what you want with my report yourself, I don't mind. 
    I want to get normally functionality product, which have completed API.
    For now the API does not cover all functionality of the web interface.

    I have made this request on the recommendation of your Zendesk support. Although I sure that request must have been issued by the Zendesk support, and not by me personally.

    My request: https://support.zendesk.com/hc/en-us/requests/10564542

    I hope that you will make every possible effort to solve this problem.

    Good luck!

    -1

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    Eric Nelson

    Zendesk Developer Advocacy

    Hey Andriy,

    I took a closer look at your ticket and it looks like you're actually just formatting your request incorrectly. I've included a sample payload below that works as anticipated. Despite this, I've went ahead and made a request to the documentation team to update the documentation as this field isn't include in the api_reference at the moment. 
     
     
    {
        "view": {
            "title": "Example SLA View",
            "raw_title": "example_sla_view",
            "description": "An example view that shows the next sla breach column",
            "active": true,
            "position": 3,
            "all": [
                {
                    "field": "status",
                    "operator": "less_than",
                    "value": "solved"
                }
            ],
            "output": {
                "columns": [
                    "status",
                    "requester",
                    "assignee",
                    "sla_next_breach_at"
                ],
                "group_by": "assignee",
                "group_order": "desc",
                "sort_by": "status",
                "sort_order": "desc"
            }
        }
    }

    1

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    Андрей Семенцов

    I checked, indeed, I have sent an incorrect api request, the format was different from the api description.
    I checked new View creation, and param "sla_next_breach_at" of the "output" "columns" branch is processed correctly. It was my mistake.
    Thank you for your support.

    Have a good day!

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