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Hello,

I’m trying to create a subticket via API using a rule with a webhook.  I’m not even sure it’s possible but I’m giving it a try.  I have added the appropriate headers and values.  Here’s what I have for the json which currently is not working to spawn a ticket.

 

Json body:

{
    "TicketNumber":"{{Ticket.TicketNumber}}-1"
    "Subject":"Escalation: {{Ticket.TicketSubject}}",
    "IssueDescription":"{{Ticket.IssueDescription}}",
    "IssueCategoryId":"{{Ticket.IssueCategoryId}}",
    "IssueId":"{{Ticket.IssueId}}",
    "IssueTypeId":"{{Ticket.IssueTypeId}}",
    "LocationId":"{{Ticket.LocationId}}",
    "AssignedToTeamId":"98f04f05-5d16-f011-8b3d-000d3a0db164",
    "ParentTicketNumber":"{{Ticket.TicketNumber}}",
    "LocationDetails":"{{Ticket.LocationDetails}}",
    "Priority":"{{Ticket.TicketPriority}}",
    "ProductId":"88df910c-91aa-e711-80c2-0004ffa00010"
}

 

I am using the templating values to fill in the json fields for the subticket based on the parent ticket.  I am not even sure ParentTicketNumber is a valid API option (it is not documented in the API), but hoping it’s a hidden one, or maybe it’s SourceId??

 

I was trying to expand on the sample request here:

 

I have only just attempted it, and looked through the API some, but hoping someone in the know can shortcut my having to pull out Postman to troubleshoot and all that.  My frustration with iiQ grows daily and we haven’t even rolled it out yet.  This is an attempt to overcome its shortcomings and not have to write up extended procedure for something that should be simple.


 

Fun, I was missing a comma after the first field.  Sorry about that.  Might still need help but for now I’m checking the rest of it and using Postman to test.


@NBoettcher Thank you for submitting your question to our community! 😄

Typically, API questions are best handled by our support team, as they have the in depth training to provide you with the information you are seeking. 

In the meantime, ​@jclark or ​@curtis.bohlmeyer any insight here? 


Here’s what I have at this point and I’m running into a weird issue that it’s creating a ticket in a totally different area/category and I don’t know why.  It isn’t picking up many of the template values and it is not setting parent ticket nor respecting the category ID I’m using.  And it’s defaulting to the user I’m using to submit the ticket as the assigned and following users.

 

Any thoughts?

url used = https://<site>.incidentiq.com/api/v1.0/tickets/new

{
    "Subject":"Escalation: {{Ticket.TicketSubject}}",
    "IssueDescription":"{{Ticket.IssueDescription}}",
    "IssueCategoryId":"ec700001-db1e-f011-8b3d-000d3a0db164",
    "IssueId":"4bdd3259-8656-f011-8f7c-000d3a0db9a7",
    "IssueTypeId":"5fdc3259-8656-f011-8f7c-000d3a0db9a7",
    "LocationId":"{{Ticket.LocationId}}",
    "AssignedToTeamId":"98f04f05-5d16-f011-8b3d-000d3a0db164",
    "ParentTicketId":"{{Ticket.TicketId}}",
    "ParentTicketNumber":"{{Ticket.TicketNumber}}",
    "LocationDetails":"{{Ticket.LocationDetails}}",
    "Priority":"{{Ticket.TicketPriority}}",
    "ProductId":"88df910c-91aa-e711-80c2-0004ffa00010"
}


@NBoettcher Not sure if you saw my above message, but we have a specific team who helps with all API calls, please submit a ticket to support for this level of assistance for this request. 😄

 


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