Create a service desk ticket

1. Authenticate to the cloud platform via the Python shell.

   The following variables should be available now:

   >>> base_url  # the base URL of the API
   '<the Acronis data center URL>/api/advanced-automation/v1'
   >>> auth  # the 'Authorization' header value with the access token
   {'Authorization': 'Bearer eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsImtpZCI6ImMwMD...'}
   >>> tenant_id # the ID of the partner tenant that can be accessed with the token
   'ede9f834-70b3-476c-83d9-736f9f8c7dae'
   

2. Fetch a customer for which you would like to create a ticket by following the Fetch a list of customers procedure.

   As a result, you should have a customer ID that you will use in the following steps:

   >>> customer_id
   'ad3c629b-0969-4062-bb8b-6600a84565ab'
   

3. Fetch a phone number of the customer by following the Fetch customer details procedure.

   As a result, you should have a phone number of the customer that you will use in the following steps:

   >>> client_phone
   '083 2222 588'
   

4. Fetch a customer’s client that is associated with the ticket by following the Fetch customer’s clients procedure.

   As a result, you should have a client ID that you will use in the following steps:

   >>> client_id
   '65f61819-465d-4fb1-b124-13282aa1fb09'
   

5. Fetch the service desk configuration by following the Fetch service desk configuration procedure.

   As a result, you should have a business unit ID that you will use in the following steps:

   >>> sla_id # Service Level Agreement ID
   'd154891a-87a4-48e2-8742-f685199baabe'
   >>> priority_id # Ticket priority ID
   '683a47ec-e57c-43a5-ba10-2ccdc03fd331'
   >>> status_id # Ticket status ID
   'd154891a-87a4-48e2-8742-f685199baabe'
   >>> support_user_id # Support user ID
   '83bab5c4-ded7-4a6b-a249-591e15286361'
   >>> business_unit_id # Business unit ID
   'aa8623e5-e765-4663-967d-2cb6a209f8e1'
   >>> category_id # Ticket category ID
   '7dd37156-a0d2-4fd3-82aa-607a58f6cbc6'
   

1. [If you bill for support activity] Fetch the product for activity-based ticket billing by following the Fetch products for activity-based ticket billing procedure.

   As a result, you should have a billing activity type ID that you will use in the following steps:

   >>> billing_activity_type_id
   '99bf5480-a641-46ab-a44c-76961b150a63'
   

2. Define a variable named ticket_info, and then assign an object with the ticket information to this variable:

   >>> ticket_info = {
   ...     "Title": "New ticket",
   ...     "Message": "This is a new ticket",
   ...     "Category": category_id,
   ...     "Customer": customer_id,
   ...     "PhoneNumber": client_phone,
   ...     "Client": client_id,
   ...     "Priority": priority_id,
   ...     "Status": status_id,
   ...     "SupportUser": support_user_id,
   ...     "BusinessUnit": business_unit_id,
   ...     "ServiceLevelAgreement": sla_id,
   ...     "UpdateEmailRecipients": True, # Whether to send an email to the client
   ...     "BillTheCustomer": True, # Whether customer will be billed for the ticket at product's hourly rate
   ...     "BillingActivityType": billing_activity_type_id,
   ...     "Planned": None, # Whether ticket is scheduled for the date specified in the PlannedTicket field
   ...     # "PlannedTicket": {
   ...     #     "PlannedDate": "2024-10-09T18:00:00.000Z",
   ...     #     "StartHour": "2024-10-09T18:00:00.000Z",
   ...     #     "StartHourstamp": 1080,
   ...     #     "Hours": 1,
   ...     #     "Minutes": None
   ...     # },
   ...     "TicketProducts": [],
   ... }
   

3. Convert the ticket_info object to a JSON text:

   >>> ticket_info = json.dumps(ticket_info, indent=4)
   

4. Send a PUT request with the JSON text to the /Call endpoint:

   >>> response = requests.put(
   ...     f'{base_url}/Call',
   ...     headers={'Content-Type': 'application/json', **auth},
   ...     data=ticket_info,
   ... )
   

5. Check the status code of the response:

   >>> response.status_code
   200
   

   Status code 200 means that the request was successful.

   Also, the response body contains the information about the created ticket formatted as a JSON text. When converted to an object, it will look as follows:

   >>> pprint.pprint(response.json())
   {"id":"167bab29-05cc-4b8a-8b5b-e16fde847f90"}