• Dave Dyson

  • 22 juillet 2022 00:20

  Hi Crawford, there are a number of Requeter-specific attributes available (Requester name, ID, email, etc.) -- you might need to scroll down a bit in the list of Attributes for that dataset: Updates history dataset
  
• Crawford Philleo

  • 22 juillet 2022 00:33

  Yeah, I checked and this is available on the Tickets data set, but not Updates history. I'm not sure if there's a reason it's unavailable, but it's super useful for my org. on the Tickets data set, so I'd like to use it for tracking our updates to tickets as well.

  

• Dave Dyson

  • 30 juillet 2022 01:51

  HI Crawford,
   
  Can you try the following? Requester ID should definitely be an available Attribute in the Updates History dataset:
   
  

  1. In Explore, create a new Report, using the Tickets - Update History dataset
  2. As a Metric, add Tickets created
  3. If you have a lot of tickets, maybe add a Filter on Date - Ticket created, for example, limiting it to just Today
  4. Click add next to Rows, and there you should be able to find or search for Requester ID. Adding that should result in a list of tickets created along with the requester ID for each.

   
  
• Crawford Philleo

  • 30 juillet 2022 18:18

  Hey Dave - 

  Yes, Requester ID is there for sure, but that is different from "Requester external ID" which is what I'm hoping to use for certain applications, but does not seem to be available.

• Dave Dyson

  • 1 août 2022 22:01

  Ack, sorry I kept missing that you were after the external ID!
  
• Milena Rusanova

  • 12 octobre 2023 16:29

  Hi Crawford Philleo,

  Dave Dyson

  I am having the same question, about showing Requester External ID in Updates History Dataset.

  Have you found a solution to this?

  Thank you!

• Dave Dyson

  • 12 octobre 2023 21:21

  Community Moderator

  Hi Melina,

  Although Requester external ID is still not an available attribute in the Updates history dataset, it does look like Updater external ID is, so if you're only looking at updates by the requester, then that might work.

• Milena Rusanova

  • 13 octobre 2023 06:34

  Hi Dave Dyson, thank you for your suggestion.

  No, unfortunately our report shows updates to a custom numeric field from the agents. 

  And we were looking for a way to show the Requester External ID, as it is the same as in our internal systems.

  So far as I have seen, I can add User or Ticket custom fields, so maybe it would be an option to use a Webhook to store the external ID in a custom field and use it for the reports. Is this possible?

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