Can the API or Web Service Step in a Ticket Workflow insert a ticket into a specific step within a specific workflow that is not the first step?

Might someone leverage the API or Web Service steps in workflows to insert a ticket into the desired step in a programmatic way?

Asked by Marcus Demas on Wed 10/7/15 6:42 PM
Sign In to leave feedback or contribute an answer

Answer (1)

This answer has been marked as the accepted answer
Marcus Demas Wed 10/7/15 6:44 PM

Hello Marcus, 

I once wondered the same thing, so here is the answer. As of 9.1, there is not a way to insert a ticket into a specific step within a workflow using either the API or web service steps. If you leverage the API to create a ticket, that ticket can be dumped into the workflow that is associated with the populated service, but that will start the ticket in the first step of the workflow (as it currently works via the email service, ticket apps, etc). Therefore, this is not currently possible in the system. 

No feedback