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Hannah12
Newcomer
June 17, 2024
Question

Adding a Follower to a Ticket from a User Lookup Field

  • June 17, 2024
  • 13 replies
  • 39 views

Is it possible to have the lookup relationship field add the agent/admin selected as a follower on a ticket? If so, how would one go about doing this? I can't seem to figure this out in the triggers, and the only other closely related setup I saw involved adding a tag to the ticket via macro then using a webhook trigger to remove the tag and add a follower from the organization.

here is our specific use case:

 

The User Lookup field in on the user profile. An agent, when they are going on vacation or will be out of office for PTO, will use the Out of Office app to flag themselves as OOO. Then, they can choose an Out of Office delegate (custom user Lookup Relationship field). When the agent is flagged as out of office and a ooo delegrate is present, then add that delegate to the ticket followers. 

Please let me know if there are any additional questions.

13 replies

Jacob20
Community Expert
June 21, 2024

Hey @hannah12 

 

No worries. 

I tried setting up a trigger to fire a webhook with a similar payload at the tickets endpoint. It worked for me.

 

A few thoughts on what you could check or confirm.

  • The user who's email you're adding to the followers list, this is an agent, correct?
  • Your screenshot suggests that you may be using the “test webhook” feature in admin center, you would need to create a trigger for the liquid and placeholders to render the output needed for a valid put request.
Hannah12
Hannah12Author
Newcomer
June 21, 2024

@jacob20 - I GOT IT TO WORK.

I"M SO EXCITED

Jacob20
Community Expert
June 21, 2024

@hannah12 Awesome! Persistence pays off, well done! 

 

Have a great weekend!