CODEWITHSUNDEEP
restotrs
HoWei
HoWei

Reputation: 21

OTRS Send e-mails after creating ticket via REST-API

We are creating OTRS-Tickets using the OTRS REST-Interface. Creating tickets works fine. However no e-mails are sent after the ticket has been created. The OTRS log shows the message: [Kernel::System::Ticket::Event::NotificationEvent::_SendNotificationToRecipients] Send no customer notification because no customer is set!

So I think OTRS is trying to notify the recipients but fails due to missing 'customer' But how do I set the 'customer'? There is no 'customer'-field in the OTRS-REST interface. Ticket::CustomerUser, and Ticket::CustomerId are set

Are there other field we have to set in order that the OTRS-verver finds the 'customer'? Do we have to configure the Notification Management? And how?

Upvotes: 0

Views: 1305

Answers (1)

Maurice
Maurice

Reputation: 13162

The field you need to set is CustomerUserID - that's what the whole customer information depends on.

In the documentation you can find some sample code for a REST-Requester that features this response example:

{
  "Ticket": [
    {
      "Age": 777,
      "PriorityID": 3,
      "ServiceID": "",
      [...]
      "Title": "REST Create Test",
      "CreateBy": 2,
      "TicketID": 1686,
      "ArchiveFlag": "n",
      "Lock": "unlock",
      "CreateTimeUnix": 1404173292,
      "SLAID": "",
      "CustomerUserID": "customer"
    }
  ]
}

I excluded some of the fields for brevity, but you can use the documentation as a reference for the field names.

Upvotes: 1

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