Set the reporter when creating issue via REST API

[Albert Frischmann]

When I create an issue via REST API there is no field to define the reporter

I want the same function as the field "Email confirmation to" of the support portal. Is it possible to set the reporter, when reporter is the anonymous customers?

[Angélica Luz · Accepted solution]

Hello Albert,

Thank you for reaching out to Atlassian Community!

When creating tickets using API, the reporter is set on "raiseOnBehalfOf" which is the same field we use in the UI when creating a ticket.

curl --request POST \
--url 'https://xxxxx.atlassian.net/rest/servicedeskapi/request' \
--user 'xxxxx@domain.com:TOKEN' \
--header 'Accept: application/json' \
--header 'Content-Type: application/json' \
--data '{
"raiseOnBehalfOf": 
"qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d69abfa3980ce712caae",
"serviceDeskId": "12",
"requestTypeId": "123",
"requestFieldValues": {
"summary": "Request JSD help via REST",
"description": "I need a new *mouse* for my Mac"
}
}'

When creating the ticket on behalf of the customer, they will receive the notification the same as if they were creating the ticket in the customer portal or via email.

Is it possible to set the reporter, when reporter is the anonymous customers?

When creating the ticket using API we need to add their accountId, it means that we can only create tickets for existing customers. 

Regards,
Angélica

[Albert Frischmann]

Thank you so much, Angélica!

This worked perfectly (along with create customer and add it to the service desk) But how can I create an attachment (if the user adds one into initial request)? If I go a regular way, i.e. create temp file and then add it, it is created as added by agent, customer gets an email notification with his own attachment and the status changes to "waiting for customer", which is apparently wrong.+

Thanks in advance!

[Angélica Luz]

I'm glad that it's working @Albert Frischmann!

Currently, it's not possible to add an attachment when creating an issue. There is a feature suggesting this option:

• Finalise attachments REST API

If you don't want to transition the issue, the best option is to add the attachment as an internal comment and then go to the UI and change the visibility to public. The automation only runs at the moment the comment is added as public, so if it's added as internal and then changed to public, the automation will not run and it will not be transitioned to "waiting for customer".

[Albert Frischmann]

Thank you a bunch!

[Jonathan]

Hi @Angélica Luz ,

where is the username in your example that is the reporter of the request?

I want to give the POST request a user on who's behalf the request should be created.

[Albert Frischmann]

the reporter is set on "raiseOnBehalfOf" field.

[Jonathan]

yes, but how?

in the example there is this string:

qm:a713c8ea-1075-4e30-9d96-891a7d181739:5ad6d69abfa3980ce712caae

What is that, a token? Can I just give a username instead? 

[Jonathan]

ok,never mind - it works now with the username, eg.:

"raiseOnBehalfOf": "john01",

..What's really bad though is that only agent users can raise issues on behalf of someone else.