Metadata Webhook for Follow-Up Ticket Assignee, Group, and Solved Date

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Hannah Lucid

Posted Nov 02, 2023

Hi!

Is it possible to create a webhook that can insert an internal comment on a follow-up ticket that includes the original tickets Assignee, Group, and the date it was solved? 

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      Christopher Kennedy

      Hi Hannah,
       
      Sorry for the missed reply.  This is possible, but not with a trigger and webhook alone.  The trigger that would notify the webhook on follow-up creation does not have access to the prior follow-up source ticket's data.  So the webhook endpoint URL would have to be a custom middleware app that:
       
      • Receives the newly created follow-up ticket details
      • Pulls the source ticket's ID from the details
      • Fetches that ticket by ID via REST API to get the assignee, group, solved date, etc.
      • Updates the follow-up ticket with the internal note containing that source ticket's data

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      Hannah Lucid

      1263082154109  - Wow! I can't believe it's been almost a year. Is it possible to have metadata attach as an internal comment on the follow-up ticket upon its creation?

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      Hannah Lucid

      Hi, Greg Katechis thank you so much for reaching out! We would like the webhook to add this metadata as an internal comment on the follow-up ticket upon creation. Is this possible?

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      Greg Katechis

      Hi Hannah! Would this be adding an internal comment on an existing ticket or would you be creating a new ticket with this webhook? 

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