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Zammad

Consume Zammad REST API

Actions57

Article → Create

AI-generated

Overview

This node operation creates a new article in the Zammad ticketing system via the REST API. It is useful for adding communication or notes to a specific ticket, such as customer support replies or internal comments. For example, a support agent can use this node to add a detailed response to a customer's ticket, including optional fields like recipients, subject, and content type.

Use Case Examples

  1. Create a new article on a ticket with ID 123, setting the body text and optionally specifying recipients and subject.
  2. Add an internal note to a ticket by setting the 'Internal?' flag to true.

Properties

Name Meaning
Authentication The authentication method to use for the API request (Basic, OAuth2, or Token Authentication).
API The API to use, either REST API or CTI API.
Ticket ID The ID of the ticket to which the article will be added. This is required.
Body The main content or body text of the article. This is required.
Additional Fields Optional additional fields for the article, such as recipient, CC, reply-to, message ID, subject, content type, type, internal flag, and time unit.

Output

JSON

  • id - The unique identifier of the created article.
  • ticket_id - The ID of the ticket the article belongs to.
  • body - The body content of the article.
  • to - The recipient of the article, if specified.
  • cc - The CC recipient of the article, if specified.
  • reply_to - Reply-to information, if specified.
  • in_reply_to - Reference to what this article is replying to, if specified.
  • message_id - The message ID of the article, if specified.
  • subject - The subject of the article, if specified.
  • content_type - The content type of the article, if specified.
  • type - The type of the article, if specified.
  • internal - Boolean flag indicating if the article is internal.

Dependencies

  • Zammad REST API

Troubleshooting

  • Ensure the ticket ID provided exists and is valid; otherwise, the API will return an error.
  • Verify that the authentication credentials (Basic, OAuth2, or Token) are correctly configured and have the necessary permissions to create articles.
  • Check that the required fields 'ticket_id' and 'body' are provided; missing these will cause the request to fail.
  • If optional fields are used, ensure they conform to the expected formats (e.g., email addresses for 'to' and 'cc').
  • API rate limits or network issues may cause request failures; retry or check connectivity if errors occur.

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