Validation error when setting custom field

Erica Girges thanks, but I'm not sure you've understood my actual issue. Let me clarify.

1. Agent opens a ticket

2. Sidebar app loads immediately

3. Sidebar app queries an external API with the requester's email address and receives some extra data about the requester. We now want to save this straight back to the ticket in custom fields.

4. Sidebar app tries to save this extra data back to custom fields ( i.e. by sending a PUT request to /api/v2/tickets/<ticketid>.json with the body like this

{
  "ticket": {
    "custom_fields": [
      {
        "id": "27609430851869",
        "value": 661
      },
      {
        "id": "27609398553885",
        "value": "Some data"
      },
      ... etc
    ]
  }
}

5. Sidebar app receives 422 Unprocessable Content error with the following body:

{
   "error": "RecordInvalid",
   "description": "Record validation errors",
   "details": {
       "base": [
           {
               "description": "25 - Incident Vs Query : needed",
               "error": null,
               "ticket_field_id": 27690247974045,
               "ticket_field_type": "FieldTagger"
           }
       ]
   }
}

All this happens in the first few seconds after opening a ticket. So it's impossible to populate any custom fields on a ticket until the ticket has been submitted by the agent with all required fields completed, even if those custom fields are not required themselves.   

Erica Girges  thanks for your reply. I don't see a screen recording though?

Erica Girges  this is not what is happening. There is a field that is required for submitting a ticket. However I am trying to update a completely unrelated field and I am not trying to submit the ticket. It seems that you can not make any updates to any custom fields on a ticket whilst there are other required fields that are not completed.  This seems like a bug to me.

Narendra Pande, Hrishikesh  I have found very roundabout way to solve the issue. My API request is coming from a sidebar app. There is a ‘ticket.submit.done' event that is fired when the ticket is submitted. At this point we know that all required fields must have been completed, so we can then update any custom fields by listening to this event. When I tried this initially it did work, however if the agent has the option selected to close the ticket on submit, the ticket is closed before the field can be updated, so the update never completes. This seems like another bug to me - but I found a horribly complicated work around. I created a secondary app running in th “background” location. This app runs constantly, even when I ticket is closed. So now my sidebar app still listens to the ticket.submit.done event, but instead of updating the custom field directly, it triggers another event in the background app with the required data. The background app then updates the custom field and will still work even if the ticket closes before the update has happened.

Hi 8329089691546 , we're facing exact same issue as you. Were you able to solve the issue ?

Hi Mark,

Thank you for the additional information.  It's a bit hard to know what the issue might be without seeing the entire request and knowing the set up in the account, but maybe we can still help.  Are you able to share across the API request you are making?  Also, do you have other requests set up that are working?

1263213579849 no I haven't been able to resolve it. I'm not updating a drop-down field. Just a custom field with a free text value. The custom field needs to be updated as soon as the ticket is opened, but I can't update it due to this validation error message. The field is only conditional on the ticket being submitted, but I'm not trying to submit the ticket, merely update a custom field.