Product_id is not a placeholder that can be used in automation
Scenario
We cannot allow users to amend the group and product on the ticket.
We have in place the app that says:
if product = xx then group can only show xx
if group = xx then product can only show xx
This works great locking it down however agents can choose ‘--’ and both options and all options become available.
I have added automation when the ticket is raised to populate custom field ‘group_id’ with the actual group_id, then a further automation if the group is changed from any to any change the group back to the custom group_id field and this works perfect
However product_id does not have a placeholder so this does not work for Products. I end up having a group and a product different from each other causing issues.
If product_id was a placeholder the automation would work perfect.
I’m actually surprised that not every field via webhook can be manipulated regardless if a placeholder exists or not.