Not able to update the ticket via API call in freshservice sandbox account

Hello Team,

I am trying to update the ticket using the API call and receiving error status code as 500 all the time.

The sandbox account URL: https://lightstorm-fs-sandbox.freshservice.com

Please let me know the solution for this.

Regards,
Akhil S K

Hi Akhil,
Good day!

Can you please share the code or curl command that you are using to make this API call to debug further.

1 Like

Just had a talk with @Akhil_Kulkarni on an Office Hour. I could not debug it myself, so asked Akhil to follow up here.

They are using a set of dependent dropdown custom field. Ticket update fails only when a particular field “Location A” or “Location B” is updated. The error message is generic, and difficult to debug. Code to make requests looks normal.

There is also a support ticket: https://support.freshservice.com/support/tickets/11312669.

@Santhosh any ideas?

@Akhil_Kulkarni Can you post the error message and if possible a screenshot of the custom fields here?

Hello Bhanupriya,

Find the support ticket created for the same issue.

https://support.freshservice.com/support/tickets/11312669

Please download the source code from below URL and let me know if something has to be changed from my side.

@kaustavdm

As discussed in the call, please have it checked on priority as this seems to be a very small issue and we need to deliver the APP to the customer by Monday.

Regards,
Akhil S K

Hello Kaustav,

Thanks for the support.

Please find the screenshot of the error message.

@Santhosh

Can you please update on the above issue?

@Akhil_Kulkarni,
AFAIK, you need to update all the dependent fields on the API call, otherwise, it will throw an error from the API side due to the validation failure.

hope it helps :slight_smile:

Thanks

@Santhosh
I am sending the complete data for the dependent fields and still getting the same error.
Please let me know if there is any other solution.

Hi @Akhil_Kulkarni,

Seems like it has to handle it from the product side,
can you please write this query to the product team?

They will help you on the same

Thanks