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Pulling multi-select field from organization into Ticket

  • October 1, 2025
  • 1 reply
  • 0 views
Anita14

Hi everyone,

I'm trying to use a trigger to automatically pull a custom multi-select field from the organization into a ticket.  

I've created the webhook successfully, but my trigger is not pulling that field information in.  Both fields are the same type and have the same options for selection.  

 

This is how my trigger is set:  

Any ideas as to what I'm doing wrong here?

    1 reply

    Elaine14
    • Elaine14
    • November 7, 2025
    Hi Anita,
     
    Thanks for sharing the details of your setup.
     
    One key consideration when copying multi-select custom fields via webhook triggers is that the value must be passed as an array, not as a string. Currently, your JSON is wrapping the value in quotes which treats it as a string. For multi-select fields, you need to format it like this:
     
    {
      "ticket": {
        "custom_fields": [
          {
            "id": 45214500309139,
            "value": {{ticket.requester.organization.custom_fields.pos.title}}
          }
        ]
      }
    }
     
    Make sure the placeholder returns an array of selected options. If it returns a comma-separated string, you might need additional processing outside the trigger.
     
    If you continue to encounter issues, you can try testing with a single select field first to confirm the syntax and then adjust for multi-select accordingly.
     
    I hope this helps! Let me know if you have any questions.
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