Do you like to change the requester of the ticket to another requester or the newly created requesters e-mail ? 

hi Daniel, 

we want to change to the requester to be

unknown@abdn.ac.uk

the requester unknown@abdn.ac.uk is already an existing requester.. 

thanks, iain

Hmm,I tried this and it was working in my test environment. 

PUT https://foo.freshservice.com/api/v2/tickets/123456?bypass_mandatory=true

{
    "requester_id": 53000031995
}

I use the ?bypass_mandatory=true so I don’t have to update any field that is set to mandatory. 
Could it be that you have added/changed a field lately? 

hi Daniel,

I’ve changed to using the requester_id, and that works when I test the webhook using the “Test Input Parameters” box inside the workflow creator thus:

so that is a step forward; i suspect the formatting of the callback URL may be wrong; it’s currently

https://uoa.freshservice.com/api/v2/tickets/{{ticket.id}}?bypass_mandatory=true

thanks

iain

hi Daniel,

I’ve changed to using the requester_id, and that works when I test the webhook using the “Test Input Parameters” box inside the workflow creator thus:

 

so that is a step forward; i suspect the formatting of the callback URL may be wrong; it’s currently

https://uoa.freshservice.com/api/v2/tickets/{{ticket.id}}?bypass_mandatory=true

thanks

iain

There are another placeholder that you need to use. Can't remember the top of my head. Check the list. 

Ticket. Id. Number something like that. The ones you use has the prefix. 

Check the execution logs for clues. 

@Daniel - thank you for the assistance. For anyone else who has the same issue, here’s how I did fix it: 

The Call Back URL is

https://mydomain.freshservice.com/api/v2/tickets/{{ticket.id_numeric}}?bypass_mandatory=true

I used the API key for authentication.

The content field is

{"ticket":

  {
    "requester_id": 123456789,
     "requested_for_id": 12345678950000738871
  }  
}

The outcome is that for any ticket, the requester & requested for fields are changed to the Requester# corresponding to a specific requester (called Unknown in our instance). 

Worth noting that changing the requested_for field only works for Service Cat items; makes sense, but caught me out as I was testing by sending emails to Fresh, which created INC- tickets. oops. 

best wishes

iain

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