Gets the ticket contacts API call returns nothing?

I can get a ticket via API, and see the Notify property returned with the following:

Notify : {@{ItemRole=Responsible, Requestor, Creator; Name=Tamara Buch; Initials=; Value=buch1@illinois.edu; RefValue=0; ProfileImageFileName=}}

However, when I try the GET ticket contacts endpoint, nothing is returned. Shouldn't my name/info be returned since I am listed as a contact on the ticket? What am I missing here? Are contacts something unique to who is listed in the Notify property?

Working:

Not working (empty response, no error):

API

Asked by Tamara Buch on Wed 9/18/24 1:22 PM

Answer (1)

Mark Sayers Wed 9/18/24 2:03 PM

Hello Tamara,

The default persons who are contacts by nature of being Requestor/Creator/Responsible/Reviewer on the ticket would *not* appear in the Contacts array. Only supplemental folks who are added as contacts but not directly assigned to the ticket in any way nor are the requestor would appear in the Contacts array.

Have you tested getting contacts when that was the case?

Sincerely,
Mark Sayers
Sr Support Consultant, CS

No feedback

Ah OK well that makes sense why I'm getting an empty response! Sorry if this is a dumb question, but how would I go about adding a contact to a ticket without adding them to one of the person-related attributes on the ticket? I'm not seeing anything like that in the actions menu or otherwise on a ticket. Thanks for your help so far. - Tamara Buch Wed 9/18/24 3:07 PM

There should be a tab across the top of the ticket for "People" which is where contacts are added. It may depend on whether you have access to your organization's People application. - Mark Sayers Wed 9/18/24 3:42 PM

Ah ha! Thank you, that worked. :) I appreciate the explanation of the distinction between resources and contacts. Have a great week! - Tamara Buch Wed 9/18/24 3:55 PM

You're very welcome! - Mark Sayers Wed 9/18/24 3:58 PM