• Matthew W

  • April 14, 2023 17:47

  Actually the ID is also not visible, this would be helpful for some users

• Matthew W

  • April 14, 2023 20:35

  Actually all these fields would be useful in the UI 

   

  "id"            

  "created_by_user_id" -> could this would act like a lookup ?

  "updated_by_user_id" -> could this would act like a lookup ?

  "created_at"

  "updated_at"

  "external_id"
• Ashwin Raju

  • April 17, 2023 15:51

  Zendesk Product Manager

  Hi Matthew W - Do you see the external ID being used by Agents in any scenario? 

  Currently, we show the Updated at and Updated by information in the Record header.

  We also show the created at and updated at in the list page

  As of now, the ID is there in the URL, similar to users and organizations..

  However, I'd love to understand the personas and the use cases who/which might benefit from this - so that we can work towards getting that experience available for the persona. 

  Given that Field level permissions are not part of teh initial build, we didnt want Agents to be able to update External IDs in the UI. Hence we kept it out.

• Matthew W

  • April 17, 2023 18:56

  This is where field level permissions come into play. As an admin I want all the fields in the UI as I may have a need to troubleshoot or update / populate an external id but as a standard user they may not need to update it but may need to see it if they need to go off to that external system for some reason. 

  If the data is useful to the user and external id or any of the other fields are not made available then they would need to be duplicated in the custom field data which is not ideal. 

   

  The ability for fields to be made available to specific roles but not others for CRUD operations could then dictate if the field was available in the UI. If there were templates/views/layouts that could be configured and assigned to a role then that would be even better. 

   

   

• Dan R.

  • April 19, 2023 21:09

  Community Moderator

  Matthew's reason for wanting this is similar to mine. I need to be able to look at object external IDs for troubleshooting purposes. 

• Ashwin Raju

  • April 19, 2023 21:31

  Zendesk Product Manager

  That makes sense.. We are working on a CSV bulk upload capability which will support External ID.. But my thought is to sequence this work and not wait until we build Field level permissions
  1) Enable External ID as a field in the Agent Workspace.. The External ID will only be visible for Admins - until we get to a point where Field level permissions are available. Once field level permissions are available, we can enable it for Agents as well (default permission will be not visible)

  2) As an Admin you will have 2 options: 

  a) View and update the external ID using Agent Workspace

  b) Add external ID when they are inserting records through CSV

  Do you guys think this sequence makes sense?

• Matthew W

  • April 20, 2023 00:05

  I agree

• Dan R.

  • April 20, 2023 15:07

  Community Moderator

  I think that could work as well. Thanks Ashwin!

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