Hello everyone ? I have a question related to the onTicketUpdate trigger… reading the documentation I found that onTicketUpdate can’t get information from custom fields inside a ticket. However, I did some tests and it turned out that onTicketUpdate returned information from the custom fields I sent. My question is:
Does it get custom fields or not? Is the documentation not up to date?
Another question I have, is there any way to identify which fields were updated in the ticket, specifically the custom fields?
Until very recently, changes to custom fields did not trigger onTicketUpdate. There was a change a few weeks ago that enabled this (for us at least). If it’s not the case for you, perhaps they haven’t rolled it out for your instance yet - I’d contact your support rep.
Due to heavy traffic to the custom field changes events would introduce, we are not activating all the accounts yet. But, this can be opt-in by the accounts and we would have to analyse the existing traffic to see if it would affect any existing Marketplace apps to breach the rate-limits and if the product API rate-limits will be exhausted.
If you would like to receive update events for custom fields change as well, please request for your account at https://dev-assist.freshworks.com/support/catalog/items/48.