API: How do I add a comment to an existing helpdesk ticket?
All,
I'd like to add a comment via API to an existing helpdesk ticket. Any ideas?
Here's the knowledge base article which covers the basic helpdesk ticket API CRUD operations: https://support.quest.com/kace-systems-management-appliance/kb/266751/read-update-and-create-tickets-using-the-kace-helpdesk-api
I can run a GET http://k1000-dev1/api/service_desk/tickets/{ticket # goes here}/changes request to see a list of comments (and other changes) for a ticket, but I don't know how to add a new change/comment to the ticket via API.
Thanks!
David
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Did you have any luck? - MakerTim 4 years ago
Answers (2)
It's not described in the API documentation or knowledge base articles, but here's how you do it:
Method and URL:
PUT http://your-k1000-site-goes-here/api/service_desk/tickets/your-ticket-#-goes-here
Headers:
Accept: application/json
Content-Type: application/json
x-dell-csrf-token: your-token-goes-here
x-dell-api-version: your-version-goes-here (e.g. 9)
Body:
{
"Tickets" : [
{
"change": { "comment": "I'm an API-created comment!" }
}
]
}
Also, here's the method and url for reading a ticket's comments. Make sure you use the same headers as the PUT request and no body.
GET http://your-k1000-site-goes-here/api/service_desk/tickets/your-ticket-#-goes-here/changes
Comments:
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Perfect, thanks a lot! - isudothings 4 years ago
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I have literally created a profile on this site to upvote this - i have been going slowly mad wondering why such an obvious thing wasn't listed in the docs. Thank you. - singleUseUser 3 years ago
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This was very helpful! Thank you!
Are you aware of any way to set the user for the change? Adding a 'user' object to the 'change' object resulted in a successful call, however, the comment still belongs to the signed in user, not the one attached to the 'change' object. - fogartys1215 3 years ago
I don't see any endpoint that exposes that field as editable. I'm open correction, however. Retrieving comments is simple, however, adding a comment natively through the API isn't something I see. If anyone finds it is indeed possible, please ping me and I can explore adding that functionality to the community powershell module.
Changing the status via API is very straight forward however. I document this here:
https://github.com/ArtisanByteCrafter/KaceSMA/wiki/Service-Desk-Endpoints