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Create

This endpoint creates a new ticket. The request is supposed to be send using the POST verb, including a request body consisting of JSON to describe the new ticket. Depending on the roles of the user accessing the interface, additional information can be set to further define the new ticket.

POST /api/ticket/create

The following request fields can be set in the JSON posted to the server. The servers response is either an error or the ticket id of the newly created ticket.

REQUEST Fields Value Type Description
text string The request text of the new ticket
htmlContent boolean An optional value of: true, if the text contains HTML content; false otherwise. The value is false by default
ownerGUID string An optional GUID string of the owner of the ticket. The currently authenticated user will be used by default. Only users that can act as supporter are allowed to set a different owner for a ticket.
ticketFields map<string,string> An optional map of ticket fields that should be set on the ticket. Accepts the key or localized display name of a field. Using unrecognized ticket fields will result in an error.
actionArguments map<string,string> An optional map of ticket action arguments that should be used when creating the ticket
attachments list<Attachments> an optional list of Attachments

Note: The optional JSON elements ticketFields and actionArguments are documented for completeness and should usually not be needed to be set. However, if they are, the keys have to match defined ticket field key names and the values must match the fields respective type, which can also be an object. If the a field does not match, it will be discarded silently and a message will be logged using the debug level.

Example Request

# Request
POST /api/ticket/create HTTP/1.1
Authorization: Bearer VGhpcyBpcyBqdXN0IGEgZGVtbyBhY2Nlc3MgdG9rZW4u
 
{
    "text": "Hello World",
    "htmlContent": "false",
    "ownerGUID": "anOwnerGUID",
    "ticketFields": {
        "ticketField1": "ticketFieldValue",
        ...
    }
    "actionArguments": {
        "ticketArgument1": "ticketArgumentValue",
        ...
    }
}
 
# Response
HTTP/1.1 200 OK
Content-Type: application/json
 
"1234"

Application Example

# Browser access
http://127.0.0.1:9000/api/ticket/create
 
# Shell access using curl
curl -Ls "http://127.0.0.1:9000/api/ticket/create" \
     --header 'Authorization: Bearer VGhpcyBpcyBqdXN0IGEgZGVtbyBhY2Nlc3MgdG9rZW4u' \
     --header "Content-Type: application/json" \
     --request POST \
     --data '{"text":"Hello World"}'
 
# Shell access using curl with username and password
curl -Lsu username:password "http://127.0.0.1:9000/api/ticket/create" \
     --header "Content-Type: application/json" \
     --request POST \
     --data '{"text":"Hello World"}'

Action Arguments

The list of action arguments with the JSON key actionArguments can be used to give further hints to the ticket. If the arguments are wrong, a message with the available action arguments will be printed in the debug log. Here are some of the available arguments:

Action Argument Value Description
ticketextension.dispatchNow "NOT" - do not dispatch Dispatch newly created tickets. Depending on the general setup of the ticket system, an additional hint is required for ticket dispatching
"ALWAYS" - always dispatch ticket
"IF_RESOURCE_AVAILABLE" - only dispatch, if a resource is set
ticketextension.automail "NEVER" - never sand any auto mails Set up how auto-mails will be handled during the ticket creation.
"NO_MAILS_TO_ENDUSER" - do not send emails to end users
"SERVERSETTING" - only send auto-mail if set in configuration
"ALWAYS" - always send the auto mail
ticketextension.newuserticketjstrigger "true" - run the NEW_USER_TICKET JavaScript Indicate, that an end user creates the ticket manually and that the NEW_USER_TICKET JavaScript should be run.
"false" - do not run the JavaScript
ticketextension.applyanswer "SEND_ONLY" - only send the answer email Allows closing the ticket after sending an email
"SEND_AND_CLOSE" - send the email and close the ticket
"SEND_AND_CLOSE_AFTER_X_DAYS" - send the email and close the ticket after X days, which is set up in the configuration
processingtimeextension.appointment Timestamp value as String, e.g. "1733875200000" A timestamp for the actions Resubmission (Wiedervorlage) and Make an appointment (Termin vereinbaren).
ticketactionextension.escalate "{'targetResID' : '<GUID of target resource>', 'slaveTicketIDs' : ['optional', 'list', 'of', 'connected', 'secondary', 'tickets', 'to', 'escalate'], 'changeTicketStatus' : true|false}" Using the actions Escalate (Eskalieren), you have to provide this actionArgument to provide additional escalation information.
inventory_affectedassets "['<Asset GUID>', '<Asset GUID>']" A stringified list of Asset GUIDs that should be linked to the ticket. Requires the Inventory plugin.

Note: Keys and values are Strings. If values require a JSON input, it must be stringified.

Attachments

The request allows the upload of additional attachments. The following requirements have to be fulfilled for an attachment upload:

  • The request has to be performed using the Content-Type: multipart/form-data header
  • The JSON itself has to be sent as file attachment using the attribute name json
  • Attachment files have to have the attribute name attachment<X> with <X> being a number starting at 0; corresponding to the index of the attachment description list for the given attachment.
  • The JSON has to contain a list of attachment descriptions (see below). The entry index has to match your attachment<X> - file. The list of attachment descriptions can be added to your JSON map using the attachments key.
REQUEST Fields Value Type Description
name string The file name of the attachment
lastModified long The timestamp of the last modification of this attachment (can be 0)
attachmentType string The type of the attachment. Has to be one of the following values: Attachment, EmbeddedImage, Signature, Unknown

Application Example

# Browser access
http://127.0.0.1:9000/api/ticket/create
 
# Shell access using curl
curl -Ls "http://127.0.0.1:9000/api/ticket/create" \
     --header 'Authorization: Bearer VGhpcyBpcyBqdXN0IGEgZGVtbyBhY2Nlc3MgdG9rZW4u' \
     --header "Content-Type: multipart/form-data" \
     --request POST \
     --form json=@json.txt
     --form attachment0="@first attachment.pdf"
     --form attachment1="@second attachment.pdf"
 
# Shell access using curl with username and password
curl -Lsu username:password "http://127.0.0.1:9000/api/ticket/create" \
     --header "Content-Type: multipart/form-data" \
     --request POST \
     --form json=@json.txt
     --form attachment0="@first attachment.pdf"
     --form attachment1="@second attachment.pdf"
 
# Note: The ''@'' sign is required for curl to recognize the input as a file.

The json.txt file content could like:

{
  "text": "Request with attachment",
  "attachments": [
    {
      "name": "first attachment.pdf",
      "lastModified": 0,
      "attachmentType": "Attachment"
    },
    {
      "name": "second attachment.pdf",
      "lastModified": 0,
      "attachmentType": "Attachment"
    },
  ]
}
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