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Jeb
Jeb
December 7, 2021
Question

Error when getting a token to impersonate a user to open a request on their behalf

  • December 7, 2021
  • 4 replies
  • 61 views

Here is the issue we are having. We are trying to get a token to impersonate a user to open a request on their behalf. From what we understand we need to call:

https://thiswayglobal.zendesk.com/api/v2/oauth/tokens.json

with this body:

{

"token":{

"client_id": "my_company_name",

"scopes": "impersonate"

}

}

We are using Basic Auth with the admin email and the API token as the password. Also the Content-Type is "application/json".

When we submit we get a 400 Bad Request with the following message:

{

"error": {

"title": "Invalid attribute",

"message": "You passed an invalid value for the token.client_id attribute. Invalid parameter: token.client_id must be an integer from zendesk/o_auth/api/v2/tokens/create"

}

}

Can you explain what is going on?

4 replies

Greg K
Greg KEmployee
Employee
December 8, 2021

Hi Jeb! In the payload that you shared, it's look like you're passing in a string instead of an integer. You can take a look at our reference docs on creating this token to grab that integer and then you'll pass that in the payload instead of a string.

Jeb
JebAuthor
December 9, 2021

So thank you for the quick response. That resolved my question. I can now get the new token and using it but I now have another follow up :)

So I am trying to open a new ticket on behalf of a user. When I make the call as myself it works fine. But when I a new request on behalf of them it is giving me an error.

For example:

{
"request": {
"subject": "Help!",
"comment": {
"body": "My printer is on fire!",
"type": "Incident"
},
"priority": "normal",
"type": "incident",
"status": "open"
}
}

Works fine for opening my own ticket. When I add the following to the header:

"X-On-Behalf-Of","tomjones.example.com"

I get the following error:

{
"error": "RecordInvalid",
"description": "Record validation errors",
"details": {
"base": [ { "description": "Type: cannot be blank",
"error": "BlankValue",
"field_key": 360040711652 } ] } }

I am also using auth of 'Bearer Token' with the new token I created in the earlier steps. Also, the user I am making the request on behalf of is not a user in Zendesk. Thanks in advance

Greg K
Greg KEmployee
Employee
December 9, 2021

Glad that first bit worked for you! In the error response, it's saying that there is a ticket field that is required when submitting a ticket and that isn't included in your payload. It's likely that the ticket field is required for end-users on ticket submission, but not agents or admins, which is why your example may have worked. It's also possible that this is a newly added requirement. Just navigate to that ticket field in your agent interface to confirm if that is indeed the case!

Jeb
JebAuthor
December 9, 2021

Since the first issue was resolved, I am going to open a new ticket with my second issue. That way if someone else has an issue, they can see how we resolve it. You can mark this answered.

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