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

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
ContentType: application/octet-stream

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


  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

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!