How to get field technician detail in ticket

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1

How do I get field technician detail in the service task ticket? I have tried view ticket API but in this API not able to get field technician details. Showing only custom fields.

Please help. Thanks

3

Hi @ankur,

Welcome to the Freshworks community!! :confetti_ball:

To get the field technician details, you would have to invoke another Freshdesk API - View agent and for the id, use the responder_id value that is returned in View service task API. The appointment details - cf_fsm_appointment_start_time and cf_fsm_appointment_end_time are part of the View service task API.

View agent API returns the following object -

{
  "available":true,
  "occasional":false,
  "signature":null,
  "group_ids" : [
    4
  ],
  "role_ids" : [
    1
  ],
  "skill_ids" : [
    2
  ],
  "id":432,
  "ticket_scope":1,
  "created_at":"2015-08-28T11:47:58Z",
  "updated_at":"2015-08-28T11:47:58Z",
  "available_since":null,
  "type": "support_agent",
  "contact":{
    "active":false,
    "email":"superman@freshdesk.com",
    "job_title":"Journalist",
    "language":"en",
    "last_login_at":null,
    "mobile":null,
    "name":"Clark Kent",
    "phone":null,
    "time_zone":"Chennai",
    "created_at":"2015-08-28T09:08:16Z",
    "updated_at":"2015-08-28T11:47:58Z"
  }
}

Let me know if this helps or if you are looking for any other details.

Happy building!

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4

Thank you @zach_jones_noel

But how to get service task technician detail in the parent ticket?
I have assigned one field technician but was not able to get technician detail in the parent ticket.

5

Hi @ankur,
The responder_id should be available in the parent ticket and also the associated ticket ids would be available in associated_tickets_list.
Let me know if you have an associated service task and still can’t retrieve responder_id.

1 Like
6

Hello @zach_jones_noel

Thanks for your reply.

Yes retrieve the associated_tickets_list then using associated_tickets_list id fetch the child ticket data then got the field technician id (responder_id).

1 Like