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opendns / autotask-php

A PHP SOAP wrapper for the Autotask Web Service API
BSD 3-Clause "New" or "Revised" License
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Sending Ticket Reply as User and Not API #151

Closed thekingster closed 6 months ago

thekingster commented 5 years ago

Hi All

I can successfully create a ticket, but when the user (external) is sending a reply, I can only get it to show in Autotask as the API user account. Does anyone know the field to set to make this show as the user like email replies do? It is not possible to send an email from the user from my app due to fraud detection\DKIM etc.

Thanks

Dave

devinhyden commented 5 years ago

I’m a little confused. Assuming you are using workflow rules to send the email, you have two options.

  1. change the workflow rule to send the email out at the generic email processing email address
  2. Use user impersonation to create the ticket as that user, then the workflow rule will trigger as that user.

If you are not sending the email via a workflow rule, I will need additional clarification.

thekingster commented 5 years ago

No, so when a person updates a ticket on our code, we want to insert an entry into the ticket reply table. But when we do it's just showing as the API user

[9] => ATWS\AutotaskObjects\TicketNote Object ( [CreatorResourceID] => [Description] => bflo1234

From: IT Services Support Desk Date: Friday, August 30, 2019 at 3:38 AM [LastActivityDate] => 2019-08-30T09:59:18.967 [NoteType] => 1 [Publish] => 1 [TicketID] => 167323 [Title] => Your Ticket Has Been Updated: - Permissions for our shared calendar [Fields] => [UserDefinedFields] => ATWS\AutotaskObjects\ArrayOfUserDefinedField Object ( [UserDefinedField] => )

        [id] => 30321364
    )
thekingster commented 5 years ago

CreatorresourceID we do not know what to put so reply is from the client rather than API

devinhyden commented 5 years ago

Thank you for the clarification. It is not possible at this time to create a ticket note on behalf of an account contact. I so happened to talk to the API manager about this exact scenario earlier this year and he liked the idea and see how that can be useful. However, no promises or timeline.

I would recommend emailing ‘support@autotask.net’ with the ‘API’ in the subject (to get routed properly) with the ticket note on contact behalf request.

I have not built out a custom client portal yet because of this as it was a requirement.

thekingster commented 5 years ago

Thanks

The only way I can think of doing it is adding the web server into the SPF record and sending from the clients email address, but then DKIM enabled it will fail.

devinhyden commented 5 years ago

Yes. The only way to send an email out as the account contact would be sending it yourself. Depending on how you send it, it would be signed and make DKIM work if not, you could at least setup DMARC. No perfect scenario.

avantegrate commented 5 years ago

Hello sir,

i am the developer for @thekingster and developed a custom client portal . but when user add ticket reply to his ticket then it shows that the reply is from API USER Not from that user himself.

please give me solution for it

devinhyden commented 5 years ago

Hello sir,

i am the developer for @thekingster and developed a custom client portal . but when user add ticket reply to his ticket then it shows that the reply is from API USER Not from that user himself.

please give me solution for it

https://github.com/opendns/autotask-php/issues/151#issuecomment-538678965