I'm using the OTRS REST API to create tickets in OTRS/Znuny 7. The ticket creation process is successful, but the subscribers of the respective queue do not receive any notification about the new ticket.
Interestingly, when I create a ticket via email, the subscribers do receive a notification. I have also made sure that the "NoAgentNotify" field is set to 0.
My question is: Are there any other fields or settings that need to be configured in order to trigger a notification for the queue subscribers when a ticket is created via the REST API?
Request body
{
"Ticket":
{
"Lorem ipsum",
"QueueID": 35,
"StateID": "new",
"Lock": "unlock",
"Priority": "3 normal"
},
"Article":
{
"CommunicationChannel": "Email",
"From": "foo@bar.baz",
"Subject": "Lorem ipsum",
"Body": "Lorem ipsum dolor sit amet",
"ContentType": "text/plain; charset=utf-8",
"NoAgentNotify": 0
}
}
To trigger the NewTicket-Notification you must add a specific HistoryType to the article.
{
"UserLogin":"root@localhost",
"Password":"root",
"Ticket":{
"Queue":"Raw",
"Title":"Test Ticket",
"State":"new",
"Priority":"3 normal",
"CustomerUser":"customer-1"
},
"Article":{
"CommunicationChannel": "Email",
"From": "Znuny System <znuny@localhost>",
"Subject": "Lorem ipsum",
"Body": "Lorem ipsum dolor sit amet",
"HistoryType": "EmailAgent",
"ContentType": "text/plain; charset=utf-8"
},
"Attachment" :
}
The HistoryType musst match the RegEx in this snippet that controls this specific notification (EmailAgent, EmailCustomer, PhoneCallCustomer, WebRequestCustomer, SystemRequest).
if (
$FirstArticle &&
$Param{HistoryType}
=~ /^(EmailAgent|EmailCustomer|PhoneCallCustomer|WebRequestCustomer|SystemRequest)$/i
)
{
You must also add "ArticleSend": 1, to send this article as an email if that is what you want to do.