Global CTI app needs to identify the Ticket details currently opened

[mariappan (Mariappan Subramanian)]

Hi @sujeshmathew ,

Good day!

As you mentioned it’s a Global CTI app, I don’t think you can make use the data method to access ticket object here.

But, found a thread discussing similar usecase.

Missing ticket id in ticket.propertiesUpdated event

hey @Himanshu_Sehgal Data methods are mostly unique to the app locations, not all app locations will have access to the ticket object, in the introduction section(Data Methods) you can find the list of methods available for the app locations. To overcome this you can use multiple app locations, and send the data from the app location that has access to the ticket object to the cti_global_sidebar location, please refer to the instance method documentation to understand how to achieve this(Insta…

Please check if this helps you.

Thanks