Create a new support ticket using API

[ssuchanowski]

I have only the user id, email, and message - I want to create a new ticket using API.

[ssuchanowski · Accepted solution]

Creating new tickets

https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-request/#api-rest-servicedeskapi-request-post

If anyone like me wants to create tickets for the users to move more data it is important to remember to replace 'requestParticipants' with 'raiseOnBehalfOf'.

Creating new customers

https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk/#api-rest-servicedeskapi-servicedesk-servicedeskid-customer-post

[daneil song]

Hi @ssuchanowski  I use Creating new tickets

got "errorMessage": "You can't raise a request on behalf of this user because they need the customer role on your site managed by your organization admins."

do you know how to fix it ? 

[Nic Brough -Adaptavist-]

The example of how to do this is at https://developer.atlassian.com/server/jira/platform/jira-rest-api-example-create-issue-7897248/

[ssuchanowski]

This is a very generic answer - I am already spending a lot of time figuring out all the fields. I will post here an answer if I will get the actual request body in a reasonable time.

[ssuchanowski]

I got most of it but some parts are just not working for me:

• don't know how to set requestType - I am creating a support ticket but not able to connect it with the proper type (this is nice to have)
• language - I support more than just English and I am not able to set the proper request language - I've tried setting X-Force-Accept-Language (important)
• when I reply to the customer in activity section the state is not changing to waiting for the customer (critical)
• as a user, I am not getting any email notifications at all (critical)

Am I doing something wrong here? My current setup base on email support tickets (when I send email myself and add the user as a participant) and web-based support - both work fine.

[ssuchanowski]

Besides not being able to use proper language I've solved all other issues by using a proper endpoint -> https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-request/#api-rest-servicedeskapi-request-post