Assign a ticket to an email address not a user.

djwhite · 2021-04-14 00:25:04

Hi
I'm able to create a ticket successfully with the API, but I have a problem in assigning the requester.

Our system is configured to allow anyone from a specified domain to create a ticket via mail receiver, and I want to be able to create a ticket for someone that is not a user in GLPI.

I know this can be done as it's possible to specify an email address in the requester field in a ticket for someone who isn't in the user database from the web interface, but I can't work out how to do it using the API.

I have tried setting :
"_users_id_requester": 0,
"alternative_email": "a@example.com",

But the requester field is always empty, and I've been unable to find any other info apart from that the users on a ticket are stored in the glpi_tickets_users table. I must be missing something simple, and I've been unable to find any documentation for how to manipulate requesters.

Any help greatly appreciated!

Thanks, David

djwhite · 2021-04-21 15:07:41

Hi all
I've upgraded to the latest version of GLPI and I'm still having the problem.
If I try to create a ticket with
"_users_id_requester": 0,
"alternative_email": "a@email address"
in the parameters, it doesn't create a requester.

If I then try and update the ticket with the above, It creates a requester but tells me it's an invalid email address in the web interface

As I said in my original post, I can do this via the web interface, but I can't find the magic combination of settings to do it via the API.

Any suggestions?

Thanks

David

Last edited by djwhite (2021-04-21 15:08:04)

homebrewtainy · 2021-04-21 19:59:21

Bonsoir, Good-evening,

Did you set this :

Home > Setup > General > Assistance panel > Assistance Section > Allow anonymous ticket creation (helpdesk.receiver) => [Yes]

Regards

Last edited by homebrewtainy (2021-04-21 20:01:24)

djwhite · 2021-04-21 21:17:12

Bonsoir

That is set to Yes.

I've managed to get this to work by making an additional call to /Tickets/ticket-number/Tickets_Users after the ticket is created with the following:

options.body = {"input":
{
"tickets_id": ticket.id,
"_users_id_requester": "0",
"alternative_email": "email-address",
"type": "1"

}

But I can't get it to work on ticket creation.

Regards

Last edited by djwhite (2021-04-21 21:17:34)

rusakkl · 2021-05-19 15:08:30

djwhite wrote:

Bonsoir
That is set to Yes.
I've managed to get this to work by making an additional call to /Tickets/ticket-number/Tickets_Users after the ticket is created with the following:
options.body = {"input":
{
"tickets_id": ticket.id,
"_users_id_requester": "0",
"alternative_email": "email-address",
"type": "1"

}
But I can't get it to work on ticket creation.
Regards

we had the same task. and solve it.

{
"input":
{
"name": "issue",
"requesttypes_id":1,
"content":"444-444",
"_users_id_requester": 0,
"_users_id_requester_notif":
{
"use_notification":1,
"alternative_email":["user@mail.e"]
},
"_groups_id_assign":2,
"type": 1,
"status":"1",
"urgency":"1"
}
}
this json is uset to create ticket with email not a user

Last edited by rusakkl (2021-05-19 15:10:40)

djwhite · 2021-05-20 11:53:52

Hi Rusakki

Thank you so much, that worked perfectly

All the best

David

mcesarpl · 2021-07-25 22:12:57

I'm using this json to create a ticket but it is creating with status 'Processing (assigned)'... i'd like to create with status New =\ ... what should i do ?

LaDenrée · 2021-07-26 09:27:01

remove "_groups_id_assign":2, then ticket status will be "New"

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#1 2021-04-14 00:25:04

Assign a ticket to an email address not a user.

#2 2021-04-21 15:07:41

Re: Assign a ticket to an email address not a user.

#3 2021-04-21 19:59:21

Re: Assign a ticket to an email address not a user.

#4 2021-04-21 21:17:12

Re: Assign a ticket to an email address not a user.

#5 2021-05-19 15:08:30

Re: Assign a ticket to an email address not a user.

#6 2021-05-20 11:53:52

Re: Assign a ticket to an email address not a user.

#7 2021-07-25 22:12:57

Re: Assign a ticket to an email address not a user.

#8 2021-07-26 09:27:01

Re: Assign a ticket to an email address not a user.

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