I’m trying to migrate my tickets / articles from another ticket system using the API.
This works fine so far. However I encounter a few difficulties:
- When creating a ticket, I can add
"state" => "closed",for old tickets. However, when I add additional articles to the ticket, the customer gets notified on each and every update. How can I silently add articles to the tickets?
- When I add attachments to an article via the API, a questionmark symbol surrounded by a square border is displayed as an icon in front of the files, even though I have assigned a mime-type. When a ticket is added via an email with attachments, the files do have an Acrobat Reader symbol for PDF-files and a preview / thumbnail in case of a PNG image file. Is this an issue with the API or am I doing something wrong?
- I would like to set the original timestamps for the ticket creation, but when I add a
created_atfield it seems to be ignored. The ticket is still displayed with the current creation time.
Any hints or ideas on this would be greatly appreciated!
With kind regards