CUSTOMER_USER_ID is empty when ticket is created by WebService

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danielbr
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Joined: 28 Apr 2021, 20:21
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Real Name: Daniel

CUSTOMER_USER_ID is empty when ticket is created by WebService

Post by danielbr »

Hi everyone!

Firstly, i'd like to thank you guys for this forum. It's been very useful to me.

I have a question and i would appreciate it if some of you could help me.

In my organization, we are using the operation Ticket::TicketCreate of the OTRS WebService, in order to create new tickets.

But i have noticed something: The "CUSTOMER_USER_ID" is not being filled in the database when the ticket is created. However, the "CUSTOMER_ID" is filled properly. If the ticket is created by email, both columns "CUSTOMER_USER_ID" and "CUSTOMER_ID" are filled by the customer's email address.

Below is the data we send for the TicketCreate:

Code: Select all


{
    "Ticket": {
        "Title":  ticket_title,
        "QueueID": queue_id,
        "StateID": 1,
        "PriorityID": 3,
        "CustomerUser": customer_email,
        "CustomerID": customer_login,
        "Type": "default",
        "ServiceID": service_id,
        "SLAID": sla_id
    },
    "Article": {
        "From": user_email,
        "Body": article_body,
        "Subject": ticket_title,
        "MimeType": "text/plain",
        "Charset": "UTF-8",
        "CommunicationChannel": "Email",
        "SenderType": "customer"
    },
    "UserLogin": otrs_login,
    "Password": otrs_password
}

Is there any way to fill the CUSTOMER_USER_ID when using the TicketCreate operation of the OTRS WebService?

Cheers.
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