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Delete attachments in closed tickets via API

  • December 13, 2023
  • 6 replies
  • 0 views
Retail

Hello,

According with this article in Zendesk support:

https://support.zendesk.com/hc/en-us/articles/4408835158682-Ticket-Comments-API-Announcing-new-Ticket-Redaction-endpoints

 

Now that Zendesk has enabled storage quota in all instances, we are trying to delete attachments in closed tickets with new endpoints.

We are using the endpoint:

PUT /api/v2/comment_redactions/{ticket_comment_id}

Sending this body json:

{
"ticket_id":1146
}
 
We are getting always record not found in all our requests.
 
Also, we are trying making the PUT request with the same payload made by Zendesk when we redact a comment in Zendesk website via Chrome:
 
Anyone know how to solve this and use API redact to delete attachments in closed tickets?
 
Thanks in advanced
 
Regards
 

    6 replies

    Tipene
    • Tipene
    • December 13, 2023
    Hey Dani,
     
    It's looks like you might be missing the external_attachment_urls array in your request body. You'll want to add these values to ensure that our system can identify the attachments to be redacted. You can read more about the values here.
     
    If you continue to run in to issues, let me know and we can look in to it in more detail.
     
    Thanks!
     
    Tipene
    Retail
    • Retail
    • Author
    • December 14, 2023

    Hi @tipene

    Thanks for your quick answer.

    I've tried with external_attachment_urls too and same message.

    This is my PUT request in Postman

    And this is ticket comment:

     

    Also, I've tried without "body_html", only with external_attachment_urls and it doesn't work. Trying without body_html and external_attachment_urls, only with ticket_id, same problem.

     

    Thanks in advanced

    Retail
    • Retail
    • Author
    • December 15, 2023

    Hi all,

    I've just solved this issue. Postman was sending request with Content header as text/plain not application/json.

     

    Thanks for your help @tipene

    Tipene
    • Tipene
    • December 18, 2023

    Glad to hear you've got it working!

    Have a great day :)

    Tipene

    Roberto20
    • Roberto20
    • May 22, 2024

    Hi,
    I'm using this endpoint for the same purpose as Dani, but whenever I delete the attachments, the comment text loses the line breaks. I noticed that this behavior only happens on tickets that were created via API.

    Tipene
    • Tipene
    • June 11, 2024
    Hey Roberto,
     
    That's strange, would you mind sending through some screenshots of the behavior you're seeing on your end?
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