Doug Lawson

I'm looking to pull data out of a ticket description to auto-populate a multi-select field. I've already set up a trigger than can pull that data out, but I'm having trouble with inserting it into the custom multi-select field. 

To help, I broke the process into two parts and am first inserting those values into a custom text field. That part is working. I'm then trying to post that text field value as an array into the multi-select field and that has not yet been successful.

Here's the JSON that I'm currently using for the second step:

{
  "ticket": {
    "custom_fields": [{"id": 13597373709460,"value": "[{{ticket.ticket_field_16564070922516}}]"}],
  "comment": {
   "body": "[{{ticket.ticket_field_16564070922516}}]",
   "public": false}
    }
}

The custom multi-select field is ID 13597373709460 and the source custom text field is ID 16564070922516. I added a comment as well to verify that the trigger is firing. Any suggestions on how I can modify this to work?

For example, you might want a notification when another internal person comments,

@... have there been any updates to help meet this need? I've been looking into webhooks and placeholders and custom fields. But I can't find a way to make it work.

Ideally, I'd like to make a checkbox field that would get checked whenever a new comment is added while the status is greater than open. As long as the agent could then uncheck the box and have it stay unchecked until the next new comment, I could then set up triggers based on whether the box is checked and ticket status.