Setting ticket status to "pending" but the UI creates an "open" ticket about zenpy

[cryptomail]

True bug:

[em3697]

I've narrowed it down to an issue with the triggers that get applied after creation changing the status - I will add an action to the trigger to enforce the status. @cryptomail thanks for your help with the history feature

[cryptomail]

@em3697 Have you tried the UI? Is there a way to create a ticket in this status from the UI? Let me try it myself now. I'll also read the documentation to see if there's any wording on this.

[cryptomail]

OK the UI seemingly allows it from the onset. Interesting. Continuing investigation.

[cryptomail]

Let's try a CURL from https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#create-ticket

[cryptomail]

will look into, willfix.

[cryptomail]

Wait, I just tried it with my own script and it's working!!!
What version are you using?
This created a pending ticket!

# Import the Zenpy Class
from zenpy import Zenpy
from zenpy.lib.api_objects.help_centre_objects import Article, Post, Comment, Section, Category, Topic
from zenpy.lib.api_objects import User, Organization, Ticket, Group, GroupMembership

# Default
zenpy_client = Zenpy(**creds)
ticket = Ticket(description="A problem occurred", subject="test pending", status="pending")
t = zenpy_client.tickets.create(ticket)
breakpoint()
print(ticket.to_json)
print(t.to_json)

[cryptomail]

There could be automations on your side @em3697 that are putting things back into Open status. Please let me know how you want to proceed.
Maybe give me more data?

[cryptomail]

Please look at the ticket audit history. You can click on the event history using the little clock button.

[cryptomail]

@em3697 Closing issue tomorrow if you cannot convey to me the duplication steps with exact data, or not implicating automations/triggers.

[em3697]

@cryptomail I'm reviewing this today - will get back to you with more info

[em3697]

Please look at the ticket audit history. You can click on the event history using the little clock button.

I see that the ticket is submitted as "Pending" and then something is overriding it to become "Open". I looked at macros, automations, and triggers but nothing seems to be changing the ticket status.

[wolfassi123]

I've narrowed it down to an issue with the triggers that get applied after creation changing the status - I will add an action to the trigger to enforce the status. @cryptomail thanks for your help with the history feature

I've been trying to work with triggers, but so far, I have been unsuccessful. How did you create an action using Zenpy? There appears to be no class of the type 'Action' to pass to the Trigger Object Instance.

[em3697]

I've narrowed it down to an issue with the triggers that get applied after creation changing the status - I will add an action to the trigger to enforce the status. @cryptomail thanks for your help with the history feature

I've been trying to work with triggers, but so far, I have been unsuccessful. How did you create an action using Zenpy? There appears to be no class of the type 'Action' to pass to the Trigger Object Instance.

I did not use 'actions' but I used the following line to create a trigger using zenpy:

trigger_audit = zenpy_client.triggers.create( Trigger(actions=[{"field": "assignee_id", "value": curr_user_id}], conditions=org_conditions, active=False, title=f'{curr_user_name} Trigger' ))