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:
- 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:”
Created: 2021-10-18 12:28:25
MessageId: rt-4.4.2-2-17969-1634560105-1270.0-0-0@example .com
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>
From: j.doe@example .com
To: receiver@example .com
Date: Mon, 18 Oct 2021 14:28:25 +0200
- 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