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Merge End User containing External ID With Active Staff User currently missing External ID

  • August 17, 2021
  • 1 reply
  • 0 views
C

We've done several mergers and acquisitions.  As a result, we have end users with external IDs, who are also Staff and missing their external IDs.

The end result I need is for that Staff user to have the external ID associated with it, merged with the End user account, without losing all the tickets they have assigned to them.

I've written some API code that I've been using for merging end users. 

My idea was to add the ability to get the tickets related to the Staff person, hold them in an array, set the Staff person back to an end user, merge the two users, set the merged account that now has an external ID back to Staff and reassign the tickets.

This is a must-do task for us, and I have several agents in this situation. 

What could possibly go wrong?

      1 reply

      Remi16
      • Remi16
      • August 26, 2021

      Hi CJ Romberger,

      Thank you for your post, hope you are doing well today!

      Indeed, as per your description, this seems "tricky" but yet doable, as long as you proceed meticulously and follow the documentation, nothing should go wrong.

      Nonetheless, I wonder, instead of going through this all process, why not pushing directly the "end-user" external_id directly to the corresponding "Agent", is there any roadblock with that ?

      Using Show User to retrieve the end-user external_id.

      • GET /api/v2/users/{user_id}

      Then, using Update User to push this external_id property obtained from the "end-user" to the corresponding "Agent" profile.

      • PUT /api/v2/users/{user_id}

      Then you can simply delete the end_users concerned if needed.

      Is this something that could be achieved on your end, as this might require less effort from your side.

      Thank you in advance, have a great rest of your day.

      Best regards,

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