Wrong status update in SMS integrated App

Hi team,

We have our app known as “MOBtexting for Freshdesk” already available in the App store.

The integration is done for receiving SMS updates with the variable fields like-

{id}

{subject}

{description_text}

{status}

{priority}

While testing the integration, we found that the ticket status {status} field which should ideally provide value as - ‘open’, ‘closed’, ‘pending’ is providing the value in numbers as ‘1’, ‘2’, ‘3’, ‘4’, ‘5’.

Here is an example below-

Approved SMS-
Dear Partner,

Status of your raised query with ticket ID {id} is now {status} with remark by our team as {description_text}

REDMIL

Expected SMS-
Dear Partner, Status of your raised query with ticket ID 109426 is now Pending with
remark by our team as Details of the call: Time: 2021-08-02
10:23:36.853686 00:00 Business Number: 918191929394 Customer:
918305209811 Agent: 919151012242

REDMIL

Received SMS-
Dear Partner, Status of your raised query with ticket ID 109426 is now 5 with
remark by our team as Details of the call: Time: 2021-08-02
10:23:36.853686 00:00 Business Number: 918191929394 Customer:
918305209811 Agent: 919151012242

REDMIL

We request you to please fix the same as soon as possible, as a lot of live traffic is on hold due to the same issue.

For reference, please find our documentation link below as well-
https://portal.mobtexting.com/docs/help/plugins/freshdesk

1 Like

Hi @akash

Welcome to the developer community!

For the variable fields can you substitute {status_type} instead of {status} and {priority_type} instead of {priority} and try? The field without ‘_type’ are direct numeric values and the ones with ‘_type’ hold their corresponding string values.

Here is a reference of the sample payload data values for ticket details being used in the code: Data Methods
The status values will correspond to:

STATUS VALUE
Open 2
Pending 3
Resolved 4
Closed 5
ref: Freshdesk

Thanks,
Gangeshwari

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