Adding a Follower to a Ticket from a User Lookup Field

Hi @gregory chavez11 ,

Thank you! This was exactly what I was theorizing based on what I was finding in the community and other ZD blogs. I've decided to create a trigger that applies a tag to the ticket when the system sees that an agent is flagged as out of office. 
Another trigger would then activate a webhook that adds the delegate as a follower. 

The issue i'm running into it that I am not able to get the webhook to apply the delegate in the user relationship lookup field to the follower field. Would you be able to assist? Here's the code I have currently:

 

As you can see I also tried using the Add Follower using the Link Ticket to User (Look Up) > Out of Office Delegate option. It's hard trying to setup a trigger using relationship lookup fields as it creates multiple instances if there are other lookup relationship fields in the system. 

You help is GREATLY appreciate. 

Hi @hannah12  👋

The placeholder in your JSON body may be an/the issue. 

If you are looking to reference a field on the ticket assignee, the placeholder should look something like: {{ticket.assignee.custom_fields.out_of_office_delegate.id}}.

Hello @jacob20 - Thank you so much for your help. It's GREATLY appreciate. 

I put that placeholder into the Test Webhook JSON box and no follower was added to the ticket. 

Here are some screenshots:

{
    "ticket": {
        "followers": [
            {
                "user_email": "{{ticket.assignee.custom_fields.out_of_office_delegate.id}}@domain.com",
                "action": "put"
            }
        ]
    }
}

OR
{
    "ticket": {
        "followers": [
            {
                "follower_id": "{{ticket.assignee.custom_fields.out_of_office_delegate.id}}@domain.com",
                "action": "put"
            }
        ]
    }
}

Hi @hannah12 

Are you getting the expected output from using that placeholder? 

You should be able to test that in a ticket comment where the assignee has a value in that field.

The placeholder documentation is not fully clear to me about the ID in “The ID of the target record in a lookup relationship field” is a reference to.

Assuming it is the External ID of the object record, is that also the output you're getting?

I'm new to lookup fields and custom objects, so I may soon be running low on helpful tips 🙂. 

@jacob20  - 

I used the following placeholder in the first blank comment {{ticket.assignee.custom_field.out_of_office_delegate.id}} and the following placeholder in the second blank comment {{ticket.assignee.custom_field.out_of_office_delegate}}.

I am completely new to custom objects/custom user fields as well so your help is appreciated. 

@jacob20  -

I figured out the placeholder!

{{ticket.assignee.custom_fields.out_of_office_delegate.id}} or {{ticket.assignee.custom_fields.out_of_office_delegate}}

I was forgetting the s in fields in my above statement. The problem now is I can't get the webhook to input the follower. D:

{
   "ticket": {
       "followers": [
           {
               "follower_id": "{{ticket.assignee.custom_fields.out_of_office_delegate.id}}",
               "action": "put"
           }
       ]
   }
}

Nice catch with the missing S 🙂👍

Looks like you need to replace “follower_id” with “user_id”, like this:

{
   "ticket": {
       "followers": [
           {
               "user_id": "{{ticket.assignee.custom_fields.out_of_office_delegate.id}}",
               "action": "put"
           }
       ]
   }
}

@jacob20  -

Thank you! Unfortunately that didn't work. I wanted to test the webhook to enter a generic follower using a hard coded email and this worked

{
   "ticket": {
       "followers": [
           {
               "user_email": "katie.holt@companydomain.com",
               "action": "put"
           }
       ]
   }
}

However, when I try adding the {{ticket.assignee.custom_fields.out_of_office_delegate.id}} or {{ticket.assignee.custom_fields.out_of_office_delegate}}@companydomain.com and it still does not apply. 

:( 

Hi @hannah12 

Are your placeholders rendering the expected output in other contexts, like if you add it to a comment on a ticket that has an assignee with a value in that field?
"{{ticket.assignee.custom_fields.out_of_office_delegate}}@companydomain.com" 

Possibly it would make a difference if you use liquid markup to stitch together a value that can be used in this context. 

Something like:  

{{ ticket.assignee.custom_fields.out_of_office_delegate | append: "@companydomain.com" }}

@jacob20 

I absolutely appreciate your help and effort into helping us solve for this problem. You are SO appreciated.

After posting my initial comment, I figured out how to edit the liquid markup to replace the whitespace with a period to create a “correct” email address. 

I've asked a lot of you, but if you could help me put both JSON and liquid markup together, I would be eternally greatful. 

{
   "ticket": {
       "followers": [
           {
               "user_email": "{{ ticket.assignee.custom_fields.out_of_office_delegate | replace: " ", "." | append: "@companydomain.com" }}",
               "action": "put"
           }
       ]
   }
}

This returned an internal server error: 

I know i'm doing something horribly wrong here, but I am EXTREMELY out of my element. 

Hey @hannah12 

No worries. 

I tried setting up a trigger to fire a webhook with a similar payload at the tickets endpoint. It worked for me.

A few thoughts on what you could check or confirm.

• The user who's email you're adding to the followers list, this is an agent, correct?
• Your screenshot suggests that you may be using the “test webhook” feature in admin center, you would need to create a trigger for the liquid and placeholders to render the output needed for a valid put request.

@jacob20 - I GOT IT TO WORK.

I"M SO EXCITED

@hannah12 Awesome! Persistence pays off, well done! 

Have a great weekend!