Hi All
I've been playing around with some of the added functionality to lookup fields and custom objects in general. I really like the idea of creating a tree of related tickets and I'm looking for some use cases for my org.
Question:
If I have one or more source tickets linked to a related ticket, and I have the related ticket open, how do I see all of the source tickets it's related to?
Example:
Ticket A (source) has a lookup field with ticket Z (related) selected.
Ticket B has a lookup field with ticket Z selected.
Ticket C has a lookup field with ticket Z selected.
If I'm looking at ticket A, B, or C, I can see ticket Z in the lookup relationship field.
If I'm looking at ticket Z, I am not able to see tickets A, B, or C.
Maybe I'm missing something?
Use case:
(layer 1) Employee Onboarding request
(layer 2) Tickets handled by different groups for: Laptop, Software, order home equipment, all related to layer 1 ticket
It was be great to look at the primary employee onboard request and see all of the related tasks associated with it.
You can use the Zendesk API to retrieve lookup relationship data. For example, you can request a list of all tickets related to ticket Z. To learn more, see Retrieving lookup relationship data with the API in the developer docs.
An example you can call would be something like:
GEThttps://yoursubdomain.zendesk.com/api/v2/zen:ticket/target_ticket_ID/relationship_fields/ticket_field_ID/zen:ticketYou should then get a list of all the tickets related to the target ticket.
I hope this helps!