Create article

/tickets/createArticle

Need permissions: NOTE or RW

Required parameters:

  • The value of “SessionName” field of /auth/login response - main token
  • TicketID - ticket id.
  • Subject - subject.
  • Body - body.

Unrequired parameters:

  • ArticleType - article type (Phone by default, Email, Chat, Internal).
  • SenderType - sender type (agent, system, customer by default).
  • OwnerID - owner agent id.
  • Lock - lock.
  • To - to.
  • Cc - cc.
  • ReplyTo - in reply to.
  • ContentType - text/plain; charset=utf-8
  • Charset
  • MimeType
  • Estimated - spent time.
  • State - state.
  • StateID - state id.
  • UntilTimeDateUnix - pending time in unix-format or
  • Year - pending year.
  • Month - pending month.
  • Day - pending day.
  • Hour - pending hour.
  • Minute - pending minute.
  • DynamicFields - a hash with pairs DynamicField name : value.

Successful answer:

{
    "Response": "OK",
    "ArticleID": 9382
}

Lack of required parameters:

{
    "Response": "ERROR",
    "Message": "Required fields is not defined: TicketID, Subject, Body"
}

No ticket:

{
    "Response": "ERROR",
    "Message": "No ticket"
}

No permission note'' andowner’’ or ``rw’’ on a ticket queue:

{
    "Response": "ERROR",
    "Message": "No permission"
}

Article was added but some operations on it are failed:

{
    "Response": "ERROR",
    "Message": "Article was created but these operations are failed: SetEstimatedTime, UpdateState, UpdatePendingTime"
}

Other errors while adding article:

{
    "Response": "ERROR",
    "Message": "Cannot add article"
}