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Custom field types

The type of custom field (e.g. text area, select box) is denoted by a unique identifier.

Field type Identifier
Text 1
Text area 2
Password 3
Checkbox 4
Radio 5
Select 6
Multi select 7
Custom 8
Linked select fields 9
Date 10
File 11

GET /Tickets/TicketCustomField/$ticketid$

API method available in version 4.01.220
This API method is either only available or was modified in Kayako version 4.01.220 (and above). You should update your helpdesk before relying on this method.

Retrieve a list of a ticket's custom fields.

Arguments

Red = required

Name Description
$ticketid$ The unique numeric identifier of the ticket.

Response

An 'HTTP 200 OK' with the following XML payload:

POST /Tickets/TicketCustomField/$ticketid$

API method available in version 4.40.882
This API method is either only available or was modified in Kayako version 4.40.882 (and above). You should update your helpdesk before relying on this method.
POST and PUT are not interchangeable. POST is only used to create a new record (so if you POST a custom field set to a ticket which already has a custom field set, it will overwrite the existing set).

Update the custom field values for a ticket.

Arguments (POST variables)

Red = required, Blue = Either of the value

Name Description
$FIELDNAME$ The unique field name of the custom field with the corresponding values to be updated with. This field name is dispatched as an argument in the custom field result above.

Response

An 'HTTP 200 OK' with the following XML payload:

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5 Comments

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  1. Mar 06, 2012

    Dave Hall

    I'm not clear on how to set a custom field value.  I see the parameter to identify the field to update but to parameter for the value.

  2. May 04, 2012

    Tomasz Sawicki

    I also had trouble to understand how to update the values, but looking into this more closely I think that you need to send fieldname=value pairs as POST data. So to update "Test" field and "Date" field (as in example) you'll need to send:

    ab32ds122=New%20text%20value&z13nc8923=03%2F14%2F2012

    as your POST data.

    1. Mar 07, 2012

      Tomasz Sawicki

      It seems that you need to send all field values in POST request (with an exception of file custom field), otherwise missing fields values will be changed to an empty string by the server.

      1. Mar 12, 2012

        Jamie Edwards

        We are distinguishing between PUT/POST kind of like the ATOM post protocol. POST 'creates new' and PUT 'updates existing'. Because you're POSTing, it will 'create a new' custom field record. I think you're expecting the functionality of a PUT from our POST method. We haven't implemented PUT yet, but we will make sure you can selectively update fields.

  3. May 04, 2012

    Tomasz Sawicki

    Things to remember when POSTing custom field values (I think it should go to the documentation above):

    1. General things:
      • all fields should be sent, with exceptions mentioned further
    2. Radio and Select fields:
      • the value is field option identifier
    3. Checkbox and Multi select fields:
      • the parameter name must contain [] at the end
      • the value is field option identifier
      • it should be repeated for each selected option
      • to clear all selected values don't send the field value at all
    4. Linked Select fields:
      • two parameters must be sent (parent is first level select, child is second level select): 
        • <field name>[0]=<parent selected option id>
        • <field name>[1][<parent selected option id>]=<child selected option id>
    5. File fields:
      • if you don't want to update the file it don't have to be sent
      • whole POST body must be multipart/form-data encoded