Question

Interrupt ticket submit

Forum|Forum|3 years ago
August 17, 2022
5 replies
0 views

Thomas38

Hi,

I’m trying to figure out a way to interrupt the ticket submission until the agent fills out a few fields in a modal, is that possible somehow?

The modal opens when a ticket is submitted as solved, and supposed to interrupt the submitting until the agent clicks a submit button in the modal. I’ve tried using save hook events (https://developer.zendesk.com/api-reference/apps/apps-support-api/ticket_sidebar/#ticket-save-hook-events), but can’t quite figure out how to make it work.

Any hints would be much appreciated!

Oleg13
Forum|Forum|3 years ago
August 17, 2022

Hey @thomas38,

What have you tried so far (how does your code look)?

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Eric27
Forum|Forum|3 years ago
August 18, 2022

Hey Thomas,

You can see how to do this here.

Hope this helps!

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Thomas38
Author
Forum|Forum|3 years ago
August 22, 2022

Hi Oleg and Eric,

Thanks for responding. This is the code I’m using:

client.on('ticket.save', async () => {
client.context().then(create_modal); //this creates the modal
returnPromise.reject(false);
});

This immediately fires the “his app has prevented the submission of the ticket...”-message - how do I prevent this and instead continue the saving process after the fields in the modal have been filled out and the submit button was pressed there?