By-pass mandatory ticket field validation through the V2 ticket update API

Hi Team,

Working on a custom app, having a situation to by-pass mandatory ticket field validation on the V2 ticket update API.

Can anyone please help me with this?

Thanks,
Siva

2 Likes

Hi @Siva,

The mandatory fields cannot be skipped when V2 API used for the ticket update operation.
The admin user can configure the mandatory fields for the ticket details. So, the unnecessary fields can be removed from mandatory fields.

Refer to this article to modify the mandatory status of the ticket fields.
Refer to this article to understand the default fields and and more configuration for them.

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Hi @Raviraj,

Thanks for your support, but do we have any other option for this.

The customer and Freshworks team is expecting that the custom app should update the custom ticket fields even though the mandatory ticket field is empty.

Thanks,
Siva

1 Like

@Siva
It is possible to get it enabled for a particular Freshdesk account. But, that has some constraints to prevent some unintended behaviors.

Please send out an email to Freshdesk support on support@freshdesk.com to get it activated and to understand the limitations on it.

3 Likes

Hi @Raviraj,

Thanks for the solution.

Thank you,
Siva

1 Like

hi Raviraj,
We are also having this problem and asking freshdesk customers to send an email to support@freshdesk.com every time they install our app add’s un-necessary friction in the installation and on-boarding process. Is there no other way for a marketplace app to use the V2 API (or some other way) to be able to update ticket fields without having to touch all or some mandatory fields?

Welcome to the community, @Nitesh.

Currently, it is not possible to use the V2 API to update ticket fields without filling all the mandatory fields. I will collect as a feature request and pass it on to the Freshdesk product team.

Thank you for your valuable feedback!

1 Like