Cannot set request priority and type for end users requests

3 Comments

  • Sergio V. Carabetta
     

    UPDATE:  It seems to work fine when I use an Agent email for API authorization, instead of the end user's, like:

    Authorization => Basic [base64({agent-email}/API_TOKEN)

     

    So, is this the correct way to send end-user requests?

    0
  • Kai

    Hello,

    You will need to change the permission for Type and Priority system fields from Support -> Admin -> Ticket Fields and set them to "Editable for end-users". You can then use the end-user email to authorize the API request and set the type and priority.

    If you use an agent's email to authorize the API request, the agent will become the submitter of the request and a proactive ticket will be created on behalf of the requester.

    Hope this helps.

    Cheers,

    Korak

    1
  • Sergio V. Carabetta
     

    Thank you Korak, that solved the issue!

    0

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