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The default Priority and Status fields are “Required when submitting the form” by agents. If I go into the Service Portal to create a ticket, it does not ask me for the Priority or Status fields. 

However, when I go to create a ticket through the API, I cannot create it without the Priority or Status fields, even if, I am submitting it as a requester, who would otherwise not see the field in the Service Portal.

Am I using the wrong endpoint? I am using making a POST to /api/v2/tickets. Of course, if I pass in the Priority/Status field, it works, but I am trying to understand why it is required for a non-agent requester through the API, but not the Service Portal.

Any help is appreciated, thanks!

Hi @andofcourse 

Greetings from Community Forum

Regarding your observation with difference in creating a ticket via API and UI is correct.  When we create a ticket via API, to perform the action we use the API key of an Admin of the account and hence it is an agent creating a ticket on behalf of a customer. To perform the action we need to authenticate using the API key which tells the system that the action is performed by the agent whose API key is used and hence the status and priority is asked in the curl code of creating a ticket via API. 

Hope this answers your concern, please do not hesitate to write back incase if you have any additional concern or a follow up query with the same concern.

 

Have a lovely day :)

 

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