Cannot use API to set values for ticket fields if it is drop down menu

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Sunny Wong

Publicado 09 jun 2022

When we use API to update the ticket fields, we cannot update the fields when the fields are dropdown menu (selected from a list of pre-defined values) 

If the field is free text, then we can use the API to update the value.

May I check if this is intended? is it possible to update the ticket fields using API if they are dropdown menu? 

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      Cheryl Hoskins

      I am having a similar problem using `/api/v2/tickets/create_many` endpoint. I tried using the format Erica suggests above and it still didn't work. I found that if I use the associated tag rather than the custom field, it creates the ticket as expected. Should I expect to have to use the tag rather than the custom field when using `/api/v2/tickets/create_many` endpoint?

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      Christopher Kennedy

      Hi Frank,
       
      Erica's comment breaks down the API endpoint you'd need to use to update an individual ticket's custom field value.  Are you running into an issue?

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      Frank Burke

      Hello,

      I don't agree with your point that doesn't use API to set values for ticket fields if it is a drop-down menu. can you please explain to me why we don't use API????

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      Erica Girges

      Thanks Ahmed! That's absolutely correct. The Ticket Field endpoint is to specifically create or modify the actual ticket fields themselves. If you're looking to update the value of a ticket field for a specific ticket(s), then you would want to use the Update Ticket endpoint. It's important to note that multi-select fields and dropdown fields work the same way when updating. That means you would be setting your dropdown ticket field name/id to an array with your value(s) in it.
       
      When trying to update a custom dropdown ticket field value, your request body should look similar to this:
       
      {
        "ticket": {
          "custom_fields": [
            {
              "id_dropdown_ticket_field": [
                "updated_value"
              ]
            }
          ],
      }
       
      Hope this helps!
       
      Erica

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      Holger Hansson

      I have the same issue I believe. 

      {
        "ticket": {
          "custom_fields": [{ "id": 5832450293651, "value": "australia" }]
        }
      }

      --> should update the field as far as I understand. But it does not.

      The ticket field json has this metadata (names replaced):
      {"ticket_field":{"url":"https://noname.zendesk.com/api/v2/ticket_fields/5832450293651.json","id":5832450293651,"type":"tagger","title":"Job Origin","raw_title":"Job Origin","description":"","raw_description":"","position":9999,"active":true,"required":false,"collapsed_for_agents":false,"regexp_for_validation":null,"title_in_portal":"Job Origin","raw_title_in_portal":"Job Origin","visible_in_portal":true,"editable_in_portal":true,"required_in_portal":true,"tag":null,"created_at":"2022-04-27T20:56:11Z","updated_at":"2022-05-11T09:21:04Z","removable":true,"agent_description":"PPP, Nunch, Australia","custom_field_options":[{"id":5832422001299,"name":"PPP","raw_name":"PPP","value":"usa","default":false},{"id":5833144033683,"name":"Nunch","raw_name":"Nunch","value":"nunch","default":false},{"id":5832422001427,"name":"Australia","raw_name":"Australia","value":"australia","default":false}]}}

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