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Kind of torn on this…

Our district’s dev team has historically used Azure DevOps to pull in their tickets from iiQ and work them via ADO - and they are also closing them that way too.

It was brought to my attention that the API suddenly will not allow them to close tickets without resolution actions.

 

This is where I’m torn: 

The Site Option for us to require resolution actions has always been enabled, intentionally. They were really the only group not using them because they worked via API, and we just rolled with it.

Part of me wants to assume that this recent change is intended, because it should have been in line with our Site Option setting, but then part of me possibly believes it is related to this issue:


So I was questioned today - “why weren’t we notified of this change?”

My answer was a little bit of a theory on both… 
It may have been a bug all along, and you were never supposed to be able to do that, or
It may be a bug now, but really you should be using resolution actions anyway - like everyone else.
 

I did provide them with the info/endpoint needed to add an action, and they have since “fixed” their process, but I’d like to know what everyone else is experiencing.


Anyone else resolving tickets via API in here - were you adding resolution actions already, or have you had to modify your scripts lately? Does anyone know if this was an intended change?

@jclark can you submit a support ticket for this? I am unware of any changes but they can better assist you. 

 

Ran into the same issue. I’m looking at the api documentation and am not seeing resolution action under any of the ticket api docs, am I missing something?

@JStokes 263abef wcs I would email our support team so they can look further into this. 

@jclark can you submit a support ticket for this? I am unware of any changes but they can better assist you. 

 

Sorry - just now catching up on these.
We had a L&L with you all this week and discussed then, so I am waiting on some info back, but happy to submit one if that’s determined to be what we need to do!

 

Ran into the same issue. I’m looking at the api documentation and am not seeing resolution action under any of the ticket api docs, am I missing something?

 

Your endpoint would be /api/v1.0/tickets/{ticketId}/activities/new

Payload:

{
  "IsPublic": true,
  "ActivityItems": t
    {
    "$type": "Spark.Shared.Models.TicketActivityAction, Spark.Shared",
    "TicketActivityTypeId": 8,
    "ResolutionActionId": {ResolutionActionId}, // GUID for resolution action
    "Notes": null,
    "IsPublic": false,
    "Meta": null
    }
  ],
}

 

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Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

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