I was referred to this forum by SolarWinds Technical Support in order for the Engineering team to respond.
We have a custom software application that uses Web Help Desk APIs to automatically create Web Help Desk tickets. Some of these tickets are assigned to specific techs, while others are in the open queue (not assigned to anyone). This part of our application was working perfectly until a recent upgrade. Since the upgrade, we can no longer create tickets through the Web Help Desk APIs for open queue (unassigned) tickets. The only tickets we can create now are those which are assigned to a specific tech. The code of our application did not change. The only change was the upgrade from Web Help Desk version 12.7.9 to 12.8.1. We have since upgraded again to 12.8.2, but the issue still exists.
Here is an example of one of the API calls that is currently failing:
URL
helpdesk.xxxxxxxxxx.com/.../Tickets
json
{"reportDateUtc":"2024-07-09T13:18:58Z","subject":"xxxxxxxxxx","detail":"xxxxxxxxxx","assignToCreatingTech":false,"sendEmail":true,"emailTech":true,"customField_43":"982240","problemtype":{"type":"RequestType","id":68},"clientReporter":{"type":"ClientReporter","id":3490},"statustype":{"type":"StatusType","id":1},"department":{"type":"Department","id":40},"prioritytype":{"type":"PriorityType","id":1}}
The error we are getting from this is “Authentication required.” I can confirm that the username/password combination from the URL above is correct because I can successfully log in to this user’s Help Desk account and see the user’s tickets.
Can someone help us resolve this issue?
