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Hi,

I’m tryng to find a way to dynamically access custom fileds in Service Requests/Service Items. The scenario is this:I have several Service Items that users can request. Most of them can be mapped to a Servicde Request caegory via custom object but some of them (eg. User Creation) have a custom field that represent the third level of SR classification. Since the custom field is different per each Service Item I was looking for a way to first identify the custom field based on the service desk item and then extract the value and use it to update the third classification level of my SR via API. I’ve extensively tried via workflow but looks pretty “static” the way you can address the custom fields.

 

Does anybody has some hints?

Thanks 

Davide

Hi ​@dbortolini,

I understand that you are dynamically trying to access custom fields in service items.

When updating the third classification level via the API, could you please confirm whether the custom field varies for each service item in your current setup? If that is the case, you will need to select the appropriate field from each item and use it in the workflow while performing the update using API.

You can also write to us at “support@freshservice.com” so that we can discuss this in detail.

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