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Dean13
January 11, 2022
Question

Macro to Create Ticket and Post new Comment - Comment Author

  • January 11, 2022
  • 2 replies
  • 25 views

I have a small workflow set up that allows a user to use a macro which creates a new ticket and sends a message to the requester on the new ticket using webhooks in triggers.

The problem I am running into is the author of the comment on the new message. Since I use 'Basic Authentication' it always says it the email was from the user who is associated with the webhook. How can I notify a webhook and have the author be the person who used the macro on the original ticket?

Thank you everyone!

2 replies

Jason112
Jason112
January 13, 2022

Hi @dean13,

In the create ticket payload, you can add an 'author_id' property to the 'comment' object (check out the Ticket Comments documentation for more info). The 'current_user.id' placeholder should work for the 'author_id' value, assuming the webhook trigger runs when the agent applies the macro and submits the ticket. Here's a sample payload:

{
    "ticket": {
        "comment": {
            "body": "Something something",
            "author_id": {{current_user.id}}
        },
        ...
    }
}

Note: per the Author id documentation, the updater of the ticket will still be the authenticated user, so it could have an impact on business rules and views.

D
Dean13Author
January 14, 2022

Thank you this is very helpful.

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