webhooks for mapping customer orgenization field to customer ticket field

Hello @ahmed11,

Appreciate your response. I will certainly check it out. I also have one complex requirement

The organization has multiple custom fields such as 300001(numerical), 300002(numerical), 300003(numerical). 

The customer filed present on the Agent workspace is only one. Based on the customer field "location" the customer will select the respective organization field that should be populate in the customer field. 

For example,

Organization 1 has these three fields. PROD[300001(numerical)]=123456789, UAT[300002(numerical)]=987654321, and Sandbox[300003(numerical)]=5647889123. 

The customer field on the agent dashboard is accountID[456123457(numerical))

Location(dropdown): PROD, UAT, Sandbox

if customers select prod in location, accountID[456123457(numerical))= 123456789 should be shown on the ticket. 

I hope this make sense. Please let me know if you need more information. 

Thank you,

Abhishek Govani

Hello @ahmed11,

Thank you for the update. I suspected that it will require me to create three different triggers(better than creating it for all the organizations) but the JSON is not working as expected for me. Looks like the API call is taking {{ticket.organization.custom_fields.300001}} as a value and not as a placeholder thus giving me 422 error(because the "id": 456123457 fields is configured to be numeric and the value passed contains characters). If you can help me get the below JSON to work, I am ok with creating multiple triggers. 

{
  "ticket": {
    "custom_fields": [
        {
            "id": 456123457,
            "value": {{ticket.organization.custom_fields.300001}}
        }
        ]
    }
}

Thank you,

Abhishek Govani

Hello @ahmed11,

Thank you for your quick response. I am using postman to make these calls. Below is the cURL I am using. 

The customer field ID is 6008820290459, the Organization customer field name is "copilotid" and the id is 6008825162139. Both customer fields are numeric.

curl --location --request PUT 'https://d3v-anitsolutions.zendesk.com/api/v2/tickets/18.json' \

--header 'Content-Type: application/json' \

--header 'Authorization: Basic YWJoaXNoZWtnb3ZhbmkyN0BnbWFpbC5jb206QWJoaXZpc2gwMjE3QA==' \

--header 'Cookie: __cfruid=cb748e0da69b71d25e223aee772a50b58aa84272-1652810031; _zendesk_cookie=BAhJIhl7ImRldmljZV90b2tlbnMiOnt9fQY6BkVU--459ed01949a36415c1716b5711271c3d08918307' \

--data-raw '{

  "ticket": {

    "custom_fields": [

            {

                "id": 6008820290459,

                "value": "{{ticket.organization.custom_fields.copilotid}}"

                }

                ]

                }

}'

 

Below is the image that shows the response as well as the API call that I made from the postman.

 

 

Organization custom field

 

ticket custom field 

 

Test organization

 

 

Ticket

 

Thank you,

Abhishek Govani