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Zendesk App get ticketFields options and optionValues incorrect



Posted Oct 05, 2022

Today I noticed that the call to get ticket fields is returning incorrect information in an application.

Call:
client.get(['ticketFields:custom_field_{id}'])

For example, when I call

client.get('ticketFields:custom_field_24288776').then((r)=>{//do stuff}


r.ticketFields:custom_field_24288776.options and r.ticketFields:custom_field_24288776.optionValues are returning values for a different custom field (ID: 23214529) created to track issue impact.

I have also tried to pull all fields using client.get('ticketFields'), and all values across all fields are returning the values for that same custom field, including built-in, non-custom fields. In the picture below, you can see the options and values are not what they should be for these built in fields.

I want to avoid hard coding in the options into my application, because if fields ever change, I don't want to also have to update my app. Is anyone else having this issue?

 

 

 


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6 comments

Official

image avatar

Jessica G.

Zendesk Customer Care

We truly appreciate your reports.

A Service Incident has been fired for this and we have shared some public details here: https://support.zendesk.com/hc/en-us/articles/5007103445530-Service-Incident-October-5th-2022.

A Postmortem shall be shared once available.

0


Hello, 

I have the same issue, but for me, options are even stranger - all fields, including custom_field, priority, etc., have only one option, and it's company name label with some id value. 

This issue is critical for us, because a lot of our customers use our app and report that their agents can't work at all! It breaks the whole agent workflow, because it depends on our app.

Best,
Andriy

0


Same Issue here.

Label and name seems correct, but options are from another customField

0


Same issue here, our agents cannot continue their oeprations because of this.

I am listing out the options of 2 dropdowen fields and both of them are having the same list (from another custom field)


0


Same problems here. I have already 4 customers which use our custom app reporting the problem and they can't work at the moment

0


image avatar

Jessica G.

Zendesk Customer Care

Hello,
Thank you for raising this issue and sorry to hear you are facing it!
We're currently investigating this.

0


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