Ticket Comment Notifications - Subject Line Contains a Blank Value '' | Community
Skip to main content

I’m using the API to create and manage tickets, and seeing some unexpected things in the auto-email-notification subject lines.

The steps I’m following:

  1. Create a ticket via the API. Type: Tracker Ticket. It properly appears with my title and description. (Notifications skipped).
  2. Assign that ticket via the API. (Notifications skipped).
  3. Add a comment to the ticket via the API. For this step I’m not setting skip_notifications to true, so a notification does get dispatched.

The problem is that the subject line of that notification is: Re: rCompany Name] nAssignee Name]: ''

The empty single quotes indicate that it should be possible to get something to appear there. I’d love to be able to display the ticket title, or the contents of the comment that caused the notification, or pretty much anything other than ‘’.

Hey ​@Joel Tennyson 👋 Jacques here from Intercom Support. I hope all is well today!

I think this issue might have been caused by not giving the ticket a title when you created it via the API. 

To ensure that the ticket’s title appears in the notification subject line, you’ll need to set the ticket title when you create the ticket via the API. Here’s how you can do that:

 

When creating a ticket, include a title attribute in your API request.

The title should be set using the correct attribute descriptor for your ticket type (often called something like _default_title_).

​

   {

     "type_id": "YOUR_TICKET_TYPE_ID",

     "attributes": <

       { "descriptor_id": "TITLE_DESCRIPTOR_ID", "value": "My Ticket Title" },

       { "descriptor_id": "DESCRIPTION_DESCRIPTOR_ID", "value": "My ticket description" }

     ]

   }

 

Replace TITLE_DESCRIPTOR_ID with the actual ID for the title attribute in your ticket type. You can find the correct descriptor ID by fetching your ticket type details via the API.

If you don’t set a title, the notification subject will be generic or may appear blank. The system does not automatically use the comment or description as the subject line.

 

Hi Jacques,

Thanks for looking into this! I don’t think the issue could be that the title isn’t being set properly. If that were the case, then the title being provided to the API wouldn’t be expected to properly appear on the ticket. Both the title and description I’m providing to the API have always been appearing in the browser when viewing the generated tickets.

  1. Create a ticket via the API. Type: Tracker Ticket. It properly appears with my title and description. (Notifications skipped).

 

Reply


Terms & Conditions