Randy Schreck

Hi Mark,

No, I was not. And, unfortunately, if I remember Zendesk's response, it's currently impossible and if you do manage it, it's not supported. The reason was something silly like a field merge issue... Even though my requires are explicit in regards to when the Ticket Field is set...

The only solution is to use Tags. Doing so is not pretty; it requires duplicate setup and doesn't work if anything changes (i.e. the value in the Org field changes, the Ticket field in an old ticket doesn't update). However, for all new tickets, it's flawless. We needed this functionality for two different fields. One is fairly constant and just under 100 values, so we went with the Tags solutions. However, the other would have required an ever-evolving list of over 800 values; we gave up on that and just refer to the Org field...

 

I changed the two lines like this:

_arthtml = _arthtml + '

to

_arthtml = _arthtml + '

so that the default CSS formating would remain. Note the "space" before "article-promoted;" it's required for the code to be read correctly.

We don't have any promoted articles yet, so I'm crossing my fingers nothing is broken, but it works very well so far. Thanks Diziana for the original code!

Hi Jacob,

It's a text field to a text field. Unfortunately, the simpler trigger won't work because the available actions do not include setting custom ticket fields. If they did, this would be very easy.

Unfortunately, while the linked article appears to be helpful, it is not solving the authorization issue. I will probably reach out to ZD support to get a better handle on this.

Thanks!

 

Update: I followed another link to an Intro to the Core API. They have an example I looked right past because it was using curl... So, I don't yet have the Trigger working, but the Extension now connects.

The HTTP Target "UrL" needs to have the full URL, plus

 -u name@email.com/token:api-token-generated-by-zendesk

and then you don't need Basic Authentication enabled.

I'm trying to do something similar to what Lester showed. I want a custom Ticket Field filled in whenever a certain custom(?) Organization Field is filled in.

I have the HTTP Target setup (no authentication set), but the Trigger or its JSON are illuding me.

I've set the ANY Conditions to "Status Is New" and "Status Greater than New" to hopefully make it trigger anytime.

The JSON is currently this:

{
    "ticket": {
        "{{ticket.ticket_field_360003547754}}": "{{ticket.organization.organization_fields.instance}}"
        }
}

I also tried this:

{
    "ticket": {
        "{{ticket.ticket_field_360003547754}}": "{{ticket.organization.custom_fields.instance}}"
        }
}

What's confusing is that when I look at the actual JSON for the ticket, "ticket_field_360003547754" is actually more like "custom_fields.0.id.360003547754" or "custom_fields.360003547754." This confusion is further exacerbated because the JSON for the Organization I'm testing with shows "organization.custom_fields.instance" should probably be "organization.organization_fields.instance."

I'm hoping some combination of the above is correct and it's the authentication that's causing the issues. However, if that's the case, it leads to a second question: what do I put if we're using Google for authentication? My G-Suite credentials?