Forwarding a Ticket

This method allows you to forward an existing ticket (and it's complete update history) to a new contact. Doing so will create a new ticket which can be used to interact with the forwardee.

URL

/api/v2/tickets/forward

Access

This method can be accessed by account tokens and user tokens where the associated user has access to the tickets UI.

Supported Parameters

There are a number of parameters which are supported for forwarding a ticket. References to other objects can be passed by sending it's ID or by passing its name (case insensitive).

  • ticket - The original ticket reference to forward (required)
  • contact_name - Name of person receiving the forward (required)
  • contact_method_data - E-mail address of person receiving the forward (required)
  • outgoing - E-mail address to send the forward from (required)
  • status - Name or ID for the status of the newly created ticket (required)
  • message - Message to prefix forwarded ticket history with (required)
  • subject - Subject for forwarded message (default: Fwd: Original Ticket Subject)
  • priority - Name or ID of priority
  • user - Name or ID of user sending the forward (uses the user associated with the API token if available)

Returned data

If the ticket is forwarded successfully, a 201 Created response will be returned along with the ticket data as shown on the ticket properties page. If a validation error occurs, you will receive a 422 Unprocessable Entity status along with an array of errors (see below)

Example JSON

A successful ticket forward

{
  "id": 33,
  "reference": "FC-408862",
  "subject": "Fwd: Example API Ticket",
  "message_id": "a059140a-e4a3-6d1c-d8ba-3ae0124a55ba@sirportly.dev",
  "submitted_at": "2012-02-03T12:00:36+00:00",
  "reply_due_at": "2012-02-03T12:30:35+00:00",
  "resolution_due_at": null,
  "auth_code": "l7qih9667paf",
  "additional_recipients": null,
  "last_update_posted_at": null,
  "first_response_time": null,
  "first_resolution_time": null,
  "resolution_time": null,
  "last_respondant": null,
  "update_count": 0,
  "status": {
    "id": 1,
    "name": "New",
    "colour": "77c300",
    "status_type": 0
  },
  "priority": {
    "id": 3,
    "name": "Normal",
    "colour": "0097cf",
    "position": 3
  },
  "department": {
    "id": 3,
    "name": "Technical Support",
    "brand": {
      "id": 2,
      "name": "Codebase",
      "url": "http://www.codebasehq.com"
    },
    "escalation_path": {
      "id": 2,
      "name": "aTech Technical Support Path"
    },
    "private": false
  },
  "team": {
    "id": 2,
    "name": "1st Line Support"
  },
  "user": {
    "id": 2,
    "username": "charlie",
    "first_name": "Charlie",
    "last_name": "Smurthwaite",
    "email_address": "charlie@atechmedia.com",
    "time_zone": "UTC",
    "created_at": "2012-02-02T16:09:55+00:00"
  },
  "sla": {
    "id": 1,
    "name": "Standard Response",
    "reply_in": 30,
    "resolution_in": null
  },
  "contact": {
    "id": 1,
    "name": "Adam Cooke",
    "company": "aTech Media",
    "pin": "484836"
  },
  "contactcontact_method": {
    "id": 1,
    "method_type": "email",
    "data": "adam@atechmedia.com"
  },
  "original_ticket": "K-2SO"
}

A failed ticket forward

{
  "errors": {
    "status_id": [
      "can't be blank"
    ]
  }
}