Event data changes key is under data.ticket, not data

App Platform
, ,
1

Hi everyone,

Just a quick note the docs say that the changes key is under data for ticket update event, like this:

"data": {
  "changes": { ... }
}

image
image584×541 23.9 KB

But when the event is actually triggered, the changes key is under data.ticket:

"data": {
  "ticket": {
    "changes": { ... }
  }
}

This might help if you’re wondering why your code isn’t picking up the changes properly. Hope this saves someone some time!

1 Like
2

Hi Guys!

Now I tried this again but I can’t even seem to find the ‘changes’ key

  console.log(Object.keys(args))
  console.log(Object.keys(args.data))
  console.log(Object.keys(args.data.ticket))

image
image1374×279 19.8 KB

Thank you

3

Hi guys!

Any updates on this?

4

Hi Benny,

With your same code, I have tested a custom app on my testing account. I can find the changes attribute on the payload at args.data.ticket.changes.

Have you checked by changing any default fields? Change event will not be triggered for custom fields and tags.

5

Hi @Raviraj,

Yes, we did tried to update the default fields like group.
And I’m pretty sure that updating other fields wouldn’t have triggered the event in the first place.

image
image980×285 19.3 KB

Here I have logged all the keys in side the ticket object, where the changes supposed to be.

Could you please take a look at it again?

Thank you.

6

Hi @Bene_Immanuel,

I’m able to see the “changes” attribute in the payload. We had an office hours call and you were also getting this field.

Is it an issue that it is sometimes missed in the payload? I can create a support ticket to find out the issue if it is happening occasionally.

7

Hi @Raviraj,

Yes, the changes is missed in the payload when we receive the ticket via email

Thank you.

8

@Bene_Immanuel For ticket creation, event, or note additions, it will not be considered as a ticket update event. You can find all the actions to which this event will be triggered.

What do you mean by receiving the ticket via email? Is it a reply to a ticket or ticket creation?