"On Create Notify AdminCc" not working when ticket created via API

RT Users
1

Hi folks,

I’m struggling to get my head around how to make “On Create Notify AdminCc” policy sending mails when creating tickets via REST-API 1.0. The behavior is as expected when creating a new ticket via GUI.

What I’ve found out so far is:

  1. when the ticket is created via the GUI, it seems RT is creating like a dummy-mail in the background, will be added as an attachments, which in turn populates headers like “To:”, “From:” and “Date:”

id: 825560
Subject: test
Creator: 55722
Created: 2021-10-18 12:28:25
Transaction: 747979
Parent: 0
MessageId: rt-4.4.2-2-17969-1634560105-1270.0-0-0@example .com
Filename:
ContentType: application/octet-stream
ContentEncoding:

Headers: MIME-Version: 1.0
X-Mailer: MIME-tools 5.509 (Entity 5.509)
Message-ID: <rt-4.4.2-2-17969-1634560105-1270.0-0-0@example .com>
X-RT-Interface: Web
Subject: test
From: j.doe@example .com
To: receiver@example .com
Date: Mon, 18 Oct 2021 14:28:25 +0200
Content-Type: application/octet-stream
X-RT-Original-Content-Type: text/plain
Content-Length: 0

Content:

  1. when the ticket is created via API, those headers are missing, since there is no attachment assigned to the ticket

In the log I can only see that the Scrip cannot be applied due to the missing headers.

Has anybody yet had the same situation and found a solution?
Basic research in the forum / Stack* hasn’t led to a solution unfortunately.

Appreciate any help!

Disclaimer: had to edit/escape the URL’s since new users are only allowed to post 2 hyperlinks

2

For everyone stopping by, I’ve found the solution on my own:

what did the trick was to add a key: value pair with Text: in the content variable sent to the API. This seems to be enough to set the required headers.
Once I’ve entered a text, the “On Create Notify AdminCc” Scrip got triggered.

Thanks and have a good one!