Shared Drafts
Show
Required permission: ticket.agent.
GET-Request sent: /api/v1/tickets/{ticket id}/shared_draft
Show response
json
// HTTP-Code 200 OK
{
"shared_draft_id": 2,
"assets": {
"TicketSharedDraftZoom": {
"2": {
"id": 2,
"ticket_id": 58,
"new_article": {
"body": "<div>Some text for a shared draft. <br></div><div><br></div><div>Some inline image:<img tabindex=\"0\" style=\"width: 1000px; max-width: 100%;\" src=\"data:image/jpeg;base64,/9j/4AAQSkZJRg[...]",
"type": "email",
"internal": false,
"subtype": "",
"in_reply_to": "",
"to": "jane@doe.com",
"cc": "",
"subject": "",
"from": "Lauren Brooks",
"ticket_id": 58,
"content_type": "text/html",
"sender_id": 1,
"type_id": 1,
"preferences": {
"security": {
"encryption": {},
"sign": {
"success": true
},
"type": "S/MIME"
}
}
},
"ticket_attributes": {
"group_id": "2",
"owner_id": "4",
"state_id": "2",
"priority_id": "2"
},
"created_by_id": 3,
"updated_by_id": 3,
"created_at": "2023-08-18T13:28:13.279Z",
"updated_at": "2023-08-18T13:28:13.279Z"
}
},
"User": {
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"login": "-",
"firstname": "-",
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"image": null,
"image_source": null,
"web": "",
"phone": "",
"fax": "",
"mobile": "",
"department": "",
"street": "",
"zip": "",
"city": "",
"country": "",
"address": "",
"vip": false,
"verified": false,
"active": false,
"note": "",
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"source": null,
"login_failed": 0,
"out_of_office": false,
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"preferences": {},
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"created_at": "2023-07-26T08:44:37.217Z",
"updated_at": "2023-07-26T08:44:37.217Z",
"role_ids": [],
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"overview_sorting_ids": [],
"group_ids": {}
},
"3": {
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"last_login": "2023-08-18T12:31:24.645Z",
"updated_by_id": 1,
"id": 3,
"organization_id": 2,
"login": "lauren@fastlane.inc",
"firstname": "Lauren",
"lastname": "Brooks",
"email": "lauren@fastlane.inc",
"image": "7a6a0d1d94ad2037153cf3a6c1b49a53",
"image_source": null,
"web": "",
"phone": "",
"fax": "",
"mobile": "",
"department": "",
"street": "",
"zip": "",
"city": "",
"country": "",
"address": "",
"vip": false,
"verified": false,
"active": true,
"note": "",
"source": null,
"out_of_office": false,
"out_of_office_start_at": null,
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"preferences": {
"locale": "en-us",
"notification_config": {
"matrix": {
"create": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": true,
"subscribed": true,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"update": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": true,
"subscribed": true,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"reminder_reached": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": false,
"subscribed": false,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"escalation": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": false,
"subscribed": false,
"no": false
},
"channel": {
"email": true,
"online": true
}
}
}
},
"intro": true,
"theme": "light",
"two_factor_authentication": {}
},
"created_by_id": 1,
"created_at": "2023-07-26T08:44:48.807Z",
"updated_at": "2023-08-18T12:31:24.670Z",
"role_ids": [
1,
2
],
"two_factor_preference_ids": [],
"organization_ids": [],
"authorization_ids": [],
"overview_sorting_ids": [],
"group_ids": {
"1": [
"full"
],
"2": [
"full"
],
"3": [
"full"
]
}
},
"4": {
"id": 4,
"organization_id": 2,
"login": "ethan@fastlane.inc",
"firstname": "Ethan",
"lastname": "Kwan",
"email": "ethan@fastlane.inc",
"image": "95afc1244af5cb8b77edcd7224c5d5f8",
"image_source": null,
"web": "",
"phone": "",
"fax": "",
"mobile": "",
"department": null,
"street": "",
"zip": "",
"city": "",
"country": "",
"address": null,
"vip": false,
"verified": false,
"active": true,
"note": "",
"last_login": null,
"source": null,
"login_failed": 0,
"out_of_office": false,
"out_of_office_start_at": null,
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"preferences": {
"locale": "en-us",
"notification_config": {
"matrix": {
"create": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": true,
"subscribed": true,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"update": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": true,
"subscribed": true,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"reminder_reached": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": false,
"subscribed": false,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"escalation": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": false,
"subscribed": false,
"no": false
},
"channel": {
"email": true,
"online": true
}
}
}
},
"theme": "light"
},
"updated_by_id": 4,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:49.390Z",
"updated_at": "2023-08-18T06:43:28.448Z",
"role_ids": [
1,
2
],
"two_factor_preference_ids": [],
"organization_ids": [],
"authorization_ids": [],
"overview_sorting_ids": [],
"group_ids": {
"1": [
"full"
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"2": [
"full"
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"3": [
"full"
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}
},
"5": {
"id": 5,
"organization_id": 2,
"login": "emily@fastlane.inc",
"firstname": "Emily",
"lastname": "Wilson",
"email": "emily@fastlane.inc",
"image": "b64fef91c29105b4a08a2a69be08eda3",
"image_source": null,
"web": "",
"phone": "",
"fax": "",
"mobile": "",
"department": null,
"street": "",
"zip": "",
"city": "",
"country": "",
"address": null,
"vip": false,
"verified": false,
"active": true,
"note": "",
"last_login": null,
"source": null,
"login_failed": 0,
"out_of_office": false,
"out_of_office_start_at": null,
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"preferences": {
"locale": "en-us",
"notification_config": {
"matrix": {
"create": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": true,
"subscribed": true,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"update": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": true,
"subscribed": true,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"reminder_reached": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": false,
"subscribed": false,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"escalation": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": false,
"subscribed": false,
"no": false
},
"channel": {
"email": true,
"online": true
}
}
}
},
"secondaryAction": "closeTab"
},
"updated_by_id": 5,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:49.766Z",
"updated_at": "2023-08-09T09:51:34.110Z",
"role_ids": [
2
],
"two_factor_preference_ids": [],
"organization_ids": [],
"authorization_ids": [],
"overview_sorting_ids": [],
"group_ids": {
"1": [
"full"
],
"2": [
"full"
],
"3": [
"full"
]
}
}
},
"Role": {
"1": {
"id": 1,
"name": "Admin",
"preferences": {},
"default_at_signup": false,
"active": true,
"note": "To configure your system.",
"updated_by_id": 3,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:37.326Z",
"updated_at": "2023-08-08T09:45:15.315Z",
"permission_ids": [
1,
43,
55,
57,
65
],
"knowledge_base_permission_ids": [],
"group_ids": {
"1": [
"full"
],
"2": [
"full"
],
"3": [
"full"
]
}
},
"2": {
"id": 2,
"name": "Agent",
"preferences": {},
"default_at_signup": false,
"active": true,
"note": "To work on Tickets.",
"updated_by_id": 3,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:37.362Z",
"updated_at": "2023-08-08T09:59:48.202Z",
"permission_ids": [
43,
57,
60,
62,
66
],
"knowledge_base_permission_ids": [],
"group_ids": {
"1": [
"full"
],
"2": [
"full"
],
"3": [
"full"
]
}
}
},
"Group": {
"1": {
"id": 1,
"signature_id": 1,
"email_address_id": 1,
"name": "Sales",
"assignment_timeout": null,
"follow_up_possible": "yes",
"reopen_time_in_days": null,
"follow_up_assignment": true,
"active": true,
"shared_drafts": true,
"note": "Standard Group/Pool for Tickets.",
"updated_by_id": 3,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:38.651Z",
"updated_at": "2023-08-08T09:59:48.072Z",
"user_ids": [
4,
5,
3
]
},
"2": {
"id": 2,
"signature_id": null,
"email_address_id": 1,
"name": "Support::2nd Level",
"assignment_timeout": null,
"follow_up_possible": "yes",
"reopen_time_in_days": null,
"follow_up_assignment": true,
"active": true,
"shared_drafts": true,
"note": "",
"updated_by_id": 3,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:48.589Z",
"updated_at": "2023-08-08T09:59:48.148Z",
"user_ids": [
4,
5,
3
]
},
"3": {
"id": 3,
"signature_id": null,
"email_address_id": 1,
"name": "Service Desk",
"assignment_timeout": null,
"follow_up_possible": "yes",
"reopen_time_in_days": null,
"follow_up_assignment": true,
"active": true,
"shared_drafts": true,
"note": "",
"updated_by_id": 3,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:48.602Z",
"updated_at": "2023-08-08T09:59:48.185Z",
"user_ids": [
4,
5,
3
]
}
},
"Organization": {
"2": {
"id": 2,
"name": "Fast Lane Hardware Inc.",
"shared": true,
"domain": "",
"domain_assignment": false,
"active": true,
"note": "IT hardware and custom PC builds",
"updated_by_id": 3,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:48.617Z",
"updated_at": "2023-08-04T12:01:44.370Z",
"vip": false,
"member_ids": [
3,
4,
5
],
"secondary_member_ids": []
}
}
}
}Create
Required permission: ticket.agent.
PUT-Request sent: /api/v1/tickets/{ticket id}/shared_draft
Show request/response
json
{
"form_id": "367646073",
"new_article": {
"body": "This is some text.",
"cc": "",
"content_type": "text/html",
"from": "Lauren Brooks",
"in_reply_to": "",
"internal": true,
"sender_id": 1,
"subject": "",
"subtype": "",
"ticket_id": 61,
"to": "",
"type": "note",
"type_id": 10
},
"ticket_attributes": {
"group_id": "2",
"owner_id": "4",
"priority_id": "2",
"state_id": "2"
}
}Update
Required permission: ticket.agent
PATCH-Request sent: /api/v1/tickets/{ticket id}/shared_draft
Show request/response
json
{
"form_id": "367646073",
"new_article": {
"body": "Changed body.",
"cc": "",
"content_type": "text/html",
"from": "Ethan Kwan",
"in_reply_to": "",
"internal": false,
"preferences": {
"security": {
"encryption": {},
"sign": {
"success": true
},
"type": "S/MIME"
}
},
"sender_id": 1,
"subject": "",
"subtype": "",
"ticket_id": 61,
"to": "nicole.braun@zammad.org",
"type": "email",
"type_id": 1
}
}Remove
Required permission: ticket.agent
DELETE-Request sent: /api/v1/tickets/{ticket id}/shared_draft
Show response
json
// HTTP-Code 200 OK
{
"shared_draft_id": 3
}