Macro to Create Ticket and Post new Comment - Comment Author
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!
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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.
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Thank you this is very helpful.
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