Create ticket via API for Zammad 3.6.x

[meerkat]

Infos:

• Used Zammad version: 3.6.x
• Used Zammad installation source: package
• Operating system: Zammad runs on a Linux distro, i’m accessing the API from Windows 10 WSL
• Browser + version: Firefox 85.0.2 (not relevant)

I’m trying to create a ticket programmatically from Python on our self-hosted Zammad server running 3.6.x
The token i’m using is for my account which is admin on the server.

I’m going by the documentation at https://docs.zammad.org/en/latest/api/ticket.html#create

That documentation is incorrect. When i provide just the indicated fields, my request is refused because the field “customer_id” is missing.

I’ve made progress by being able to create a user automatically, and providing that new user’s id as “customer_id”. The Ticket is created but not the Article, and i get an HTTP 500 return code with an explanation: “error”:“no implicit conversion of Symbol into Integer”. I’ve tried tens of combinations and cannot figure out which field is causing the problem.

Expected behavior:

• Ticket and article should be created by API POST /api/v1/tickets

Actual behavior:

• Ticket is created, new, no owner, priority 2, in the correct group, with the correct customer. But the article is not created. I get an HTTP 500 return code with an explanation: “error”:“no implicit conversion of Symbol into Integer”.

Steps to reproduce the behavior:

#! /usr/bin/python3

import json, requests

token = 'MRk..."                                    # enter my token here. my account is admin and agent
auth  = f'Token token={token}'

def create_ticket():
    url = 'https://support.example.com/api/v1/tickets'
    new_ticket = {
        "title": "Request access",
        "group": "Access to service",
        "customer_id": customer_id,   # fetched previously, an int = 1234
        "article": {
            "from": "user@example.com",   # this is the email and login of customer 1234
            "subject": "Request access",
            "internal": False,
            "sender": 'Customer',
            "type": "note",                            # note or web or email or phone
            "body": "TEST TICKET"
        }
    }

    print(json.dumps(new_ticket, indent=4))
    req = requests.post(url, headers={'Authorization' : auth}, data = new_ticket)

    if (req.status_code != 201):
        print(f"Error: {req.status_code} {req.reason}")
        print(f"{req.text}")
        print(req.json())
        return(0)

create_ticket()

[elvis005]

from the error message, either customer_id or internal’s value Could be the issue

[meerkat]

@meerkat

“no implicit conversion of Symbol into Integer”

Hi elvis, thanks for the reply. I’m pretty sure the customer_id is correct. It’s an integer, and i verified its value manually. As for Internal, i’ve tried False, “false”, 0. Not sure what the ruby representation of false is.

[MrGeneration]

The documentation is not wrong, but you’re using invalid JSON data.

I tested the payload:

{
        "title": "Request access",
        "group": "Sales",
        "customer_id": 3,
        "article": {
            "from": "user@example.com",
            "subject": "Request access",
            "internal": false,
            "sender": "Customer",
            "type": "note",
            "body": "TEST TICKET"
        }
    }

So to translate that into yours:

{
        "title": "Request access",
        "group": "Access to service",
        "customer_id": customer_id,
        "article": {
            "from": "user@example.com",
            "subject": "Request access",
            "internal": false,
            "sender": "Customer",
            "type": "note",
            "body": "TEST TICKET"
        }
    }

Please note that comments have no place in your JSON payload.
If it still fails, you may want to look into the production.log of Zammad.