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Eddy13
September 13, 2021
Question

ZAF - Pass information from App to Drop Down Menu

  • September 13, 2021
  • 4 replies
  • 31 views

Hi, 

I'm trying to create an app that hits one of our external databases, and from it get information that is not in Zendesk, like each name of a location attached to a single organization, and then pass that information into a custom field, a drop-down menu so that agents can select the appropriate location. 

I found some details on how to do this using a text custom field but not a drop-down menu one. 

Sample: 
XXXX1 = text custom field


client.set('ticket.customField:custom_field_XXXX1',  localStorage.pick);

Thanks for your help. 

    4 replies

    Zach22
    Zach22Employee
    Employee
    September 14, 2021

    Hi Eddy,

    From what you've described, I understand that you're trying to populate the options of a drop down custom ticket field with data from an external system so that agents can select the appropriate options. The best option I can recommend is using the Update Ticket Field REST API and periodically updating the drop down options when changes occur in your database. 

    Hope it helps!

     

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      Eddy13Author
      September 14, 2021

      Thank you for the information. Unfortunately, this won't work since we want to update the custom drop-down meu field with information from the ticket itself, on a ticket-to-ticket basis, every time we get a ticket it only shows the organization information and the location details, and each org is different. 

      This is the reason we are using an App to display the information, and then pass the information from the app to the custom field. 

      Eric27
      Eric27
      September 14, 2021

      Hey Eddy,

      A different option would be to build a dropdown in your app itself loaded with the options provided via the external database. Then when the ticket is saved have that dropdown add the selected options as tags to the ticket. The reporting won't be as clean as it would be using a custom ticket field, but should accomplish what you're looking for.

      Have a wonderful day!

      Eric Nelson | Manager - Developer Advocacy

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        Eddy13Author
        September 14, 2021

        Thanks for the alternative solution, I will try this out. 

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