Can you retrieve the Resp Group ID from a ticket in a web service method?

I'm able to retrieve the Primary Resp UID from the ticket in a web service method and the Responsible Group Name but don't see one specific to the Responsible Group ID? Would like to create a new ticket with the same Responsible Group and User in a workflow of a current ticket. I tried passing the group name but it didn't add the group to the new ticket.

Asked by Phuong Hoang on Tue 2/1/22 3:13 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Tue 2/1/22 3:25 PM

Hello Phuong,

Are you trying to assign the new ticket directly to a group?

Or trying to assign to a person + a group?

Sincerely,
Mark Sayers
Sr Support Consultant, CS

No feedback
Hi Mark,

I was testing a person and the group that the current ticket was assigned to.

But would like to set the new ticket responsible to whatever it is on the current ticket. So I guess could be a person + group, group only, person only. - Phuong Hoang Tue 2/1/22 3:29 PM
You likely will have to first perform a web method to GET the current ticket so you can get that value from the response body of that GET call. I should note though that a ticket cannot have both a ResponsibleUid and a ResponsibleGroupID. That would imply that both an individual *and* a group are primarily responsible for the ticket, which is not possible.

If an individual needs to be responsible for the ticket, it should acquire the group value automatically based on the Primary Group of the person that the ResponsibleUid corresponds with. Otherwise use ResponsibleGroupID to assign a group directly to the ticket. - Mark Sayers Tue 2/1/22 3:52 PM
Ok thanks Mark. I was able to set the group first then pull in the requestor uid and do patch to update. - Phuong Hoang Tue 2/1/22 5:07 PM