Cannot set a request field value by rest API if it is not visible in help center portal

[tobiadalsecco]

I am making an API call 

(https://mou-digital.atlassian.net/rest/servicedeskapi/request) and everything works fine, but if I try to set the "environment" field as a API parameter in the body request, I get the response that the field is not valid for the request type. If I ass it in the help center portal it works fine, but I don't want customers to see it.

What can I do?

[Angélica Luz · Accepted solution]

Hello @tobiadalsecco,

Welcome to the Atlassian Community!

When using the /rest/servicedeskapi/request, it’s considered the same as creating the ticket through the customer portal. It means that the fields added to the API request must be the ones visible in the portal.

What can be done, in this case, is to use the Create issue API that is the same as the “Create” button in Jira where you can add the fields available on the screen, even those that are not visible in the portal:

• https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-issues/#api-rest-api-3-issue-post

There is only one problem using this endpoint: it’s not possible to set the Request type, therefore, the ticket won’t be visible in the portal and the customer won’t receive the “Request created” notification.

Also, since there is no API to set the Request type after the ticket is created, it will be necessary to manually set it.

Another option is to use the Edit issue API to add a value to the field after creating it using the /rest/servicedeskapi/request API:

• https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-issues/#api-rest-api-3-issue-issueidorkey-put

Hope this helps!

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica

[tobiadalsecco]

Great! I think I'm going to use the edit issue option.

Thank you!