Possible to retain custom attributes when moving a ticket?
We are trying to move a ticket from one ticketing application to another, and that is working fine. But we want it to carry all of the custom attributes into the new application and that is not working. The new application has all of the relevant attributes, but the values are not getting copied over. What am I doing wrong?
{
NewAppID:2528,
NewFormID:54253,
NewTicketTypeID:36361,
NewStatusID:115524,
IsRichHtml:true,
"op":, "path":"/ResponsibleGroupId", "value":22343,
Attributes:[
{"Name":"Website Request Type","Order":"0","ID":"122033","Value":"{{webreqtype}}"},
{"Name":"Website URL","Order":"0","ID":"122075","Value":"{{websiteurl}}"},
{"Name":"Website Request Subtype","Order":"0","ID":"156885","Value":"{{webrequestsub}}"},
{"Name":"Parent Site?","Order":"0","ID":"156887","Value":"{{parentsite}}"},
{"Name":"Desired Delivery Date","Order":"0","ID":"109240","Value":"{{deliverydate}}"},
{"Name":"What is your goal?","Order":"0","ID":"113523","Value":"{{goal}}"},
{"Name":"Who is your target audience?","Order":"0","ID":"109208","Value":"{{audience}}"},
{"Name":"What is the call to action?","Order":"0","ID":"112319","Value":"{{calltoaction}}"},
{"Name":"What are the mandatory elements that must be included?","Order":"0","ID":"117634","Value":"{{mandatoryelem}}"},
{"Name":"Primary Maintainer?","Order":"0","ID":"156886","Value":"{{maintainer}}"},
{"Name":"Stakeholders/Approval","Order":"0","ID":"109193","Value":"{{stakeholders}}"},
{"Name":"Are there any examples you would like to share?","Order":"0","ID":"109211","Value":"{{examples}}"},
{"Name":"Additional Comments?","Order":"0","ID":"113518","Value":"{{comments}}"}
],
WorkflowID:19330548
}
Answer (1)
Hello Carly,
Any choice based custom attribute is going to be near impossible to translate the values over to other choice-based attributes in a new app via web services, because those attributes have specific choice ID values for each possible choice on the original attribute AND on the destination attribute you're trying to transfer them to.
Possibly you can move the attribute name and the name of the chosen choice on it in the original ticket over to the new ticket in a text field, but without iPaaS using choice fields to populate other choice fields is highly difficult or nigh impossible.
Sincerely,
Mark Sayers
Sr Support Consultant, CS