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Requester External ID in Updates History Dataset?
Posted Jul 21, 2022
I'm not seeing [Requester external ID] as an available attribute in the Updates History data set. Am I missing it, or would it be a challenge to include it?
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8 comments
Dave Dyson
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Crawford Philleo
Yeah, I checked and this is available on the Tickets data set, but not Updates history. I'm not sure if there's a reason it's unavailable, but it's super useful for my org. on the Tickets data set, so I'd like to use it for tracking our updates to tickets as well.
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Dave Dyson
Can you try the following? Requester ID should definitely be an available Attribute in the Updates History dataset:
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Crawford Philleo
Hey Dave -
Yes, Requester ID is there for sure, but that is different from "Requester external ID" which is what I'm hoping to use for certain applications, but does not seem to be available.
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Dave Dyson
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Milena Rusanova
Hi Crawford Philleo,
Dave Dyson (gmail)
I am having the same question, about showing Requester External ID in Updates History Dataset.
Have you found a solution to this?
Thank you!
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Dave Dyson (gmail)
Hi Melina,
Although Requester external ID is still not an available attribute in the Updates history dataset, it does look like Updater external ID is, so if you're only looking at updates by the requester, then that might work.
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Milena Rusanova
Hi Dave Dyson (gmail), thank you for your suggestion.
No, unfortunately our report shows updates to a custom numeric field from the agents.
And we were looking for a way to show the Requester External ID, as it is the same as in our internal systems.
So far as I have seen, I can add User or Ticket custom fields, so maybe it would be an option to use a Webhook to store the external ID in a custom field and use it for the reports. Is this possible?
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