KACE Product Support

Hi there,

my colleagues and I are having issues to understand why we cannot edit a parent Ticket via API.

We have a Process with an approval. If the approval is successful, the ticket will be reopened via ticket rule and set to a specific state. No Child Tickets, just the Parent Ticket.

if we then want to close the Ticket via API it does not work. We don't get any response or Error. If we try to edit a normal Ticket without Process, it works fine. 

I tried to change the HD_TICKET.IS_PARRENT to 0 after the approval is finished, and it does work, but the Ticket still does not respond to our API Query (Powershell):

        $ticket1 = New-Object System.Management.Automation.PSObject

        $ticket1 | Add-Member NoteProperty pattern 56  

        $ticket1 | Add-Member NoteProperty status @{id=124; name='Closed'; ordinal=8; state='closed'}

        $ticket1 | Add-Member NoteProperty owner @{id = 0854; user_name = "xxx"; email = "xxxxx"; full_name = "xxx"}

        $ticket1 | Add-Member NoteProperty resolution $log3

        $ticketHashTable = @{ Tickets = @(@{}) }

        $ticket1.psobject.properties | Foreach { if(!($_.Name -eq 'html_summary')) { $ticketHashTable.Tickets[0][$_.Name] = $_.Value } }

        Set-SmaServiceDeskTicket -TicketID $TicketID -Body $TicketHashTable 

This script works fine with normal Tickets, but not with Workflow Tickets

Any Idea what i am missing here?

Thank you very much