Hi
I am trying to do the following:
I created a custom field which will hold an external ID which will be filled manually.
So when a ticket enters there is an agent who will update this and run an Situation task which will inform the customer the external ID.
So far so good.
Now, when this happens the agent is forced to update the type of the ticket, so I will use this as a trigger a webhook to update the tags with the value of the custom field...this is what is not working.
I guess maybe because at the moment of the update, the value of the field is not yet defined?
My API webhook URL:
PUT https://domain.freshdesk.com/api/v2/tickets/{{ticket.id}}
JSON body:
{
"tags":[{{ticket.cf_hp_id}}]
}
Conditions:
When an action performed by
Agent
When
Ticket Type is changed from
When updatedNONE
toANY
But I am receiving a warning message from API but no specific error attached or whatsoever for me to take a look at and have a better idea.
I ran the API by REST method with some external tool and works fine...of course, here I fill my JSON with valid values manually.
Any idea what is wrong?
