API to Raise a Ticket on behalf of a Customer/Contact

[aykut.boyraz]

Good afternoon,

We're working on building an API that can enable us to raise tickets between two ITSM tools.

The API body requires the "customerID" to be provided, however, as both ITSM tools would not be using the same contact database, how can we only use the email address to identify (and auto amend) the correct customer to the ticket?

The customerID for internal users are the same as their email address (which is perfect), but as this is not the case with external Contacts, we need to know their ContactIDs (customerID).

Thanks
Aykut

[Martyn Houghton]

@aykut.boyraz

They reply from @Steve G on our similar post would be a good place to start.

Cheers

Martyn

 

 

[aykut.boyraz]

Thanks @Martyn Houghton,

Did the Steve's suggestion work for you in the end?

Regards,
Aykut

[Steve G]

Hi @aykut.boyraz,

The API call in that post will indeed return contact details for a given email address  

And thanks for commenting @Martyn Houghton, much appreciated  

Cheers,

Steve

[Martyn Houghton]

@aykut.boyraz

Yes process recommend by Steve is working for us. We do have a fullback method where we have created an 'unmatched' account for when the look does not return a match or returns more then one match.

Cheers

Martyn