We are contemplating moving to Zammad for our helpdesk/ticket system, away from the (rather basic) system included in our ERP/CRM. In order to allow for billing of support to customers and their appropriate service contract, I need certain info available for a ticket.
Now, writing some backend script to get the required info to Zammad’s custom fields isn’t a complicated thing, but is it possible to fill multiple custom fields in one go? e.g., I select a contact from a customer, and with that, also the additional customer# field is also filled?
what kind of script? Your thread is lacking information. Nobody will be able to help you with this. We don’t even know if you want to access via API or is it a ruby script? PYTHON? PHP? GOLANG?
In general yes, it is possible to update multiple fields via ruby script. For API requests, you might need 2: One for the ticket update and one for the customer update.
The script used to pull data from a remote database and returns the JSON info.
I.e., I have a standard custom field of typ “External data source field”, which uses the script to pull the data, and stores the reference to that piece of data. Additionally, it would be nice to have a way to automatically store other pieces of information (like e.g. the customer’s ID) in another custom field, without having to manually select the customer again.