Action: update-parent-ticket

The Myndbend™ Process Manager action update-parent-ticket is used to automatically update the parent ticket, based on a trigger and message conditions.  You can use this action if you need to sync the data from the child ticket up to the parent ticket (in other words, from the subtask task to the main task).

How do I use this action?

Create a Zendesk trigger with conditions that match the moment when you want to push data from the child ticket up to the parent ticket.

For the action, select Notify Webhook - MPM Webhook. You will be presented the option to paste in the message that will be sent to our servers. 

The message for this action is: 

{
    "action": "update-parent-ticket", 
    "data": ...
} 

What data is expected in the message? 

This webhook action works with all properties supported by Zendesk Ticket API. This means that you can push any data to child tickets like this:

{
    "action": "update-parent-ticket",
    "data": {
        "ticket": {
            "assignee_id": number,
            "collaborator_ids": number[],
            "comment": {
               "body": string,
               "public": boolean
            },
            "created_at": string,
            "custom_fields": [
                {
                    "id": number,
                    "value": string | number | boolean
                },
                {
                    "id": number,
                    "value":  string | number | boolean
                }
           ],
           "description": string,
           "due_at": string,
           "external_id": string,
           "follower_ids": number[],
           "group_id": number,
           "organization_id": number,
           "priority": string,
           "recipient": string,
           "requester_id": number,
           "status": string,
           "subject": string,
           "submitter_id": number,
           "tags": string[],
           "type":string",
        }
    }
}

You don't have to use all of these values -- just set the ones that you need. 

In any of the values, you can use Zendesk Placeholders, to reference the data from the parent ticket. That way, you can pass the data from the parent ticket to the child tickets. 

Let's go through some examples:

Here we are updating the parent ticket with the latest comment from the child ticket: 

{
    "action": "update-child-tickets", 
    "data": {
        "ticket": {
            "comment": {
                "body": "{{ticket.latest_comment}}",
                "is_public": false
            },
        }
    }
} 

You can push the values of custom fields that were updated in the child ticket - up to the parent ticket:

{
    "action": "update-parent-ticket", 
    "data": {
        "ticket": {
            "custom_fields": [
                {
                    "id": 123,
                    "value": "{{ticket.ticket_field_123}}"
                },
                {
                    "id": 321,
                    "value": "{{ticket.ticket_field_321}}"
                }
            ],
        }
    }
} 

You can even mix and match these placeholders! 

{
    "action": "update-parent-ticket", 
    "data": {
        "ticket": {
            "comment": {
                "body": "In the latest update, field #321 was updated to value: {{ticket.ticket_field_321}}",
                "is_public": false
            },
        }
    }
}