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Create a ticket with an asset by API

W
Apprentice

Hi,

I am trying to use API to create a ticket, it is working fine without assets, but when I add an asset, it gives me an error message "We're sorry, but something went wrong. We've been notified about this issue and we 'll take a look at it shortly".


The request :
{ "helpdesk_ticket":{ "description":"Some details on the issue ...", "subject":"Support needed..", "email":"hulk@outerspace.com", "priority":1, "status":2, "source":2,"ticket_type":"Incident",

"assoc_asset_id":12, }, "cc_emails":"superman@marvel.com,avengers@marvel.com" }


(I already have an asset with ID=12 ) Can you advise?


Best,

Waseem

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    10 replies

    R
    Contributor
    • radha
    • Contributor
    • 4 replies
    • January 31, 2017

    Hi Waseem


    Could you please try the below method and let me know if that works?


    curl -u user@yourcompany.com:test -H "Content-Type: application/json" -d '{ "helpdesk_ticket": { "description": "Details about the issue...", "subject": "Support Needed...", "email": "tom@outerspace.com", "priority": 1, "status": 2 }, "associate_ci":{"serial_no":"ABC12345","name":"my printer","user":"rachel@freshdesk.com"} }' -X POST http://domain.freshservice.com/helpdesk/tickets.json


    Regards

    Radha


    W
    Apprentice
    • wsalloum
    • Author
    • Apprentice
    • 2 replies
    • February 1, 2017

    Dear Rada,

    I suppose that method will create a ticket and an asset "My printer", then assign that asset to the ticket.
    I have tried it, it creates a ticket successfully without errors, but it does't create the asset "my printer".
    However, I need to assign an existed asset to the ticket.

    Best,
    Waseem

    R
    Contributor
    • radha
    • Contributor
    • 4 replies
    • February 1, 2017

    Hi Waseem


    The code will not create an asset. It will create a ticket and link an existing asset that exist in your inventory.


    In the above code, please mention the existing asset's serial number, name and used by details.


    Will be glad to get on a call and help.


    Regards

    Radha

    W
    Apprentice
    • wsalloum
    • Author
    • Apprentice
    • 2 replies
    • February 1, 2017

    Thank you for your help, it is working fine now :)

    Waseem

    R
    Contributor
    • radha
    • Contributor
    • 4 replies
    • February 1, 2017

    Thanks for the confirmation Waseem.


    Please let me know for any further queries or assistance. Will be glad to help.


    Have a great time ahead !


    Thanks & Regards

    Radha

    A
    Community Debut
    • abhatt
    • Community Debut
    • 1 reply
    • August 30, 2017

    I am getting same error message. How this was resolved please?

    suvashini.balashanmugam
    Contributor
    Forum|alt.badge.img+4

    Hello Avni,


    Could you please help me with the error message that you're getting while running this command? Also let me know the command that you're trying so that we can analyse further?


    Regards

    Suvashini

    A
    Community Debut
    • amutha.ganga
    • Community Debut
    • 2 replies
    • March 26, 2018

    Hello,

    I tried creating a ticket in FreshService referring to the below link and created a ticket in FreshService successfully.

    https://github.com/freshdesk/fresh-samples/blob/master/JAVA/httpclient4x/src/main/java/com/freshdesk/httpclient4x/CreateTicket.java


    Now, I need to create a ticket with an associated Asset. I referred to the solution @Radhahad mentioned. But the ticket is not getting created, and I am getting the below response:

    Response Status : 302

    Response Body :

    <html><body>You are being <a href="https://prakharsinha.freshservice.com/helpdesk/tickets.json">redirected</a>.</body></html>


    Could anyone please help me creating a ticket with Asset using Java API.


    Thanks & Regards,

    Ganga

    T
    Community Debut

    Hi Amutha,


    You can construct a script to include payload like below,


    { "helpdesk_ticket": { "description": "Details about the issue...", "subject": "Support Needed...", "email": "tom@outerspace.com", "priority": 1, "status": 2 }, "associate_ci":{"serial_no":"C1MN8BGUDTY3"} }


    The serial number is a mandatory field to associate a CI to a Ticket. Also, currently we only support default CI type Hardware to be associated with a Ticket. So, please verify if your code supports the same.


    If still you are encountering issues around this please raise a support ticket and we are happy to assist with it.

    A
    Community Debut
    • amutha.ganga
    • Community Debut
    • 2 replies
    • April 5, 2018

    Hi Thushan,


    I raised a support ticket for the same and the issue is resolved. Since I am using v2.0 APIs, I used the below script to associate an asset with a ticket:


    {"ticket":{"description":"Testing from Java ...","subject":"JAVA Support needed..","email":"amutha.ganga@erasmith.com","priority":4,"status":2,"type":"Incident","associate_ci":{"name":"Era Desktop"}}}


    Thanks for your time.

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