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Ticket doesn't assign to team when logged via API


HGrigsby
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Hi 
We had some help last year to get some automated tickets logged using the API script.
When the tickets log via the API they don't assign to the team, if I log one via the analyst or self service they do assign to the team.

Anyone got any ideas?

thanks

Helen 

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Hi Victor

It was a script that Hornbill produced for us as part of some expert services work we had done. 

It started with Bob, then Nadeem and then Conor, who sent us the final script which we have edited.

That part seems to be working correctly, the tickets are logged at the time and days we specify, the only thing that they don't do is to assign to the team.  

Perhaps it would have been better to log a support call for this.

Helen 

 

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@HGrigsby - possibly we have a different understanding of the word "script" :) ... Anyway, you can raise a support request but it won't be much that support team can do about it. Seeing that it was the Product Specialists who provided this "script" it means it was provided via an Expert Service exercise which means they will have to pick it up to address any potential issue or develop it further if current functionality is not sufficient. I will drop a note to Customer Success team that you having this issue but perhaps you could also raise a request for a product specialist time via our portal: https://success.hornbill.com/hornbill/?

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@HGrigsby - ok, I will conduct the initial investigation and establish why this is happening. I will get back to you on this.

Do you remember by any chance if the team assignment was an original requirement of the work performed when the script was delivered?

(I will call it a script for convenience purposes but technically is not a script - FYI for anyone else reading this)

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