Recent searches


No recent searches

Macro to Create Ticket and Post new Comment - Comment Author



Posted Jan 11, 2022

I have a small workflow set up that allows a user to use a macro which creates a new ticket and sends a message to the requester on the new ticket using webhooks in triggers.

The problem I am running into is the author of the comment on the new message. Since I use 'Basic Authentication' it always says it the email was from the user who is associated with the webhook. How can I notify a webhook and have the author be the person who used the macro on the original ticket?

Thank you everyone!


0

2

2 comments

Hi Dean Kongslie,

In the create ticket payload, you can add an 'author_id' property to the 'comment' object (check out the Ticket Comments documentation for more info). The 'current_user.id' placeholder should work for the 'author_id' value, assuming the webhook trigger runs when the agent applies the macro and submits the ticket. Here's a sample payload:

{
"ticket": {
"comment": {
"body": "Something something",
"author_id": {{current_user.id}}
},
...
}
}

Note: per the Author id documentation, the updater of the ticket will still be the authenticated user, so it could have an impact on business rules and views.

0


Thank you this is very helpful.

0


Please sign in to leave a comment.

Didn't find what you're looking for?

New post