Set an article to internal via trigger or webhook (using Zammad API)

Technical assistance
1

Infos:

  • Used Zammad version: 6.5.1-1756288372.6872fbe9.bookworm
  • Operating system: Debian
  • Browser + version: Chrome latest

I’m trying to set an already created article by an agent (it’s an email article) as internal. There is no option to do this via a trigger directly. Also using the API seems not possible as the docs do not point to update calls for articles. Maybe this is due to GDPR reason but not sure.
Or do I overlook anything here?
It’s only about setting an article as internal, nothing more. Sometimes the Agent forget this to do while creating an article, therefore the API call afterwards by the system (trigger).

Any ideas?

2

Hi,

I have a similar use case and would like to change an article from public to internal afterwards under certain conditions.

For example, as a trigger: if the sender of the last article (email) is not the customer, then set the last article (email) to internal.

Have you been able to find a solution in the meantime?

Best regards,
Tim

3

Zammad allows PUT-Requests against /api/v1/ticket_articles/<article_id> with the following content (JSON):

{
    "ticket_id": <ticket_id>,
    "internal": true
}

So you will need to know the ticket article ID and the parent ticket (latter is easy if you have the ID). Webhooks don’t allow PUTs so you have no chance on that regard.