Zendesk API - cannot set status to solve and I have an assignee in the http call

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Lorena Cucu

Posted Mar 22, 2022

I am trying to create a ticket where i have the assignee (assignee_id) as a system field but cannot set the status as solved. I have tried anything possible and it baffles me what other setting may be the cause. Please help!

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      Erica Girges

      Hi Lorena, 
       
      Thanks for posting your question to the Community! A few things to note about ticket system rules:
       
      • You can't assign a ticket to an agent until it's been assigned to a group first. If that hasn't been done then that could be why the assignee isn't being accepted.
      • All newly created tickets are in the New status until they are assigned to an agent. Once that happens it is automatically place in the Open status. You won't be able to Solve it upon creation.
      • If the first two things aren't what is causing this issue, I would double check your ticket field rules to ensure you don't have any other fields set to required. 
       
      Hope this helps!
       
      Best,
       
      Erica - Sr. Developer Advocate

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