Update a ticket

Updates an existing ticket by its ID. This example demonstrates modifying fields such as subject, tags, status, and custom fields using the UPDATE statement.

Standard SQL query example

This is the base query accepted by the connector. To execute it in SQL Server, you have to pass it to the Data Gateway via a Linked Server. See how to accomplish this using the examples below.

Update Tickets 
SET subject='Test ticket subject'
  , tags='["tag1","tag2"]' 
  --, additional_tags ='["tag1","tag2"]' --tags you like to remove
  --, remove tags='["tag1","tag2"]'
  , status='pending' --new, solved, closed
  --below json can be obtained using select custom_fields from tickets where id=1234
  , custom_fields='[
  {
    "id": 10000,
    "value": "some value for prop1"
  },
  {
    "id": 10001,
    "value": "some value for prop2"
  }
]'
Where Id = 1234

Using OPENQUERY in SQL Server

SELECT * FROM OPENQUERY([LS_TO_ZENDESK_IN_GATEWAY], 'Update Tickets 
SET subject=''Test ticket subject''
  , tags=''["tag1","tag2"]'' 
  --, additional_tags =''["tag1","tag2"]'' --tags you like to remove
  --, remove tags=''["tag1","tag2"]''
  , status=''pending'' --new, solved, closed
  --below json can be obtained using select custom_fields from tickets where id=1234
  , custom_fields=''[
  {
    "id": 10000,
    "value": "some value for prop1"
  },
  {
    "id": 10001,
    "value": "some value for prop2"
  }
]''
Where Id = 1234')

Using EXEC in SQL Server (handling larger SQL text)

The major drawback of OPENQUERY is its inability to incorporate variables within SQL statements. This often leads to the use of cumbersome dynamic SQL (with numerous ticks and escape characters).

Fortunately, starting with SQL 2005 and onwards, you can utilize the EXEC (your_sql) AT [LS_TO_ZENDESK_IN_GATEWAY] syntax.

DECLARE @MyQuery NVARCHAR(MAX) = 'Update Tickets 
SET subject=''Test ticket subject''
  , tags=''["tag1","tag2"]'' 
  --, additional_tags =''["tag1","tag2"]'' --tags you like to remove
  --, remove tags=''["tag1","tag2"]''
  , status=''pending'' --new, solved, closed
  --below json can be obtained using select custom_fields from tickets where id=1234
  , custom_fields=''[
  {
    "id": 10000,
    "value": "some value for prop1"
  },
  {
    "id": 10001,
    "value": "some value for prop2"
  }
]''
Where Id = 1234'
EXEC (@MyQuery) AT [LS_TO_ZENDESK_IN_GATEWAY]