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Incident Creation via REST API does not assign Requester to existing user account

I am creating an incident record for a user who does not have an account in the SWSD application yet. I use the REST API and Json.

I am checking for the existence of the email account in the users table, and if the user does not exist, I create a user record with the Requester role.

This all works well.

I then create the incident record with Json similar to the following:

{
"name": "Test",
"description": "Testing\n\nName: Lee Durrance Email: confusion@gmail.com Phone: (850) 555-5555",
"requester": {
"email": "confusion@gmail.com"
}
}

The incident record is created, but the Requester is the account used to access the API, rather than the requester specified in the Json.

What am I doing wrong?

Thanks!

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Accepted answers

SPSDude

Hi @Lee.Durrance!

I got some additional eyes on it and what you're trying looks correct. One of our Engineers even confirmed that it worked for him. So we're thinking it may just be a formatting issue. From Engineering:

" I need to see the exact command used. How is he calling the API? Does he use curl, or some other client? The above json object isn’t formatted correctly as there is no “incident” object surrounding the fields."

All comments

SPSDude

The only thing I can guess is that this action is happening too close to when the user is being created. Can you test this with an update afterward? Or run the create very separate/after the user is created?

What you have looks accurate to me.

Lee.Durrance

This json can be submitted long after the requester account has been created, and still not do the assignment of the Requester. Which is why I was wondering what I was doing wrong.

SPSDude

Can you try the same but use xml? (and fix anything that I destroyed when trying to help migrate it to xml)

<incident>
<name>Test</name>
<description>Testing\n\nName: Lee Durrance Email: confusion@gmail.com Phone: (850) 555-5555</description>
<requester><email>confusion@gmail.com</email></requester>

Lee.Durrance

The following XML gets me a 500 Internal Server error:

<incident>
<name>Testing</name>
<description>** Unsecured Ticket Entry - CAUTION: This ticket was submitted via an unsecured communications channel **
** Attention APD HelpDesk: change the requester of this ticket before performing any other ticket related tasks **

Testing

Name: Lee Durrance
Email: confusion@gmail.com
Phone: (850) 555-5555
</description>
<requester>
<email>confusion@gmail.com</email>
</requester>
</incident>

By the way, can we use <CDATA> in the description so as to include html tags?

SPSDude

Hmmmm. I'm not sure. I think certain special characters are not allowed in the API, but I'm not 100%. We're reaching the edge of my API knowledge. I'll see if I can find a willing individual internally to support here.

Lee.Durrance

Thanks much! I appreciate your time.