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Ticket tab closing behaviour changes on API calls



已于 2024年7月05日 发布

We are trying to set up API calls, using Workato, to query a database and fetch information which then populates ticket fields. We want the ticket tab to close if the agent updates with a different status, but to stay open if the agent updates with the same status. This way they can trigger the database query with an update to the same status and continue to work on the still open ticket with the presented information. If they update with a different status the ticket tab will close, just as it would in normal operation, if the close tab/next ticket in view/stay on ticket setting is set to close tab.
Essentially, this would require an API call wich will override the current setting on the so that if the call was made by updating the ticket in the same status it is currently in it uses the new setting and if the ticket is updated to a different status than before it uses the setting as set on the ticket.


many thanks


James
 

 


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Shawna James

Community Product Feedback Specialist

Hey James,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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