Help

Open a support ticket with file upload

Open a support ticket and optionally include a file upload. Uploading multiple Files are not supported throught this call.

POST/api/help/ticketWithFile

Authorizations

x-auth-apikeystringheaderrequired

Your Rhombus API key. Must be accompanied by the x-auth-scheme header set to api-token (or partner-api-token for partner endpoints).

Authorizationstringheader

Instead of an API key, an OAuth access token: Bearer <token>, with the write scope.

OAuth explains tokens and scopes.

Headers

x-auth-schemeenum<string>headerdefault: api-token

Authentication scheme identifier. Use api-token or partner-api-token with the x-auth-apikey header, api or partner-api with x-auth-apikey plus a client certificate, api-oauth-token or partner-api-oauth-token with x-auth-access-token, and federated-token with x-auth-ft. A request with Authorization: Bearer <token> and no x-auth-scheme is treated as OAuth, and federated-token may also be sent as the x-auth-scheme and x-auth-ft query parameters.

Available options: api-token, api, api-oauth-token, federated-token, partner-api-token, partner-api, partner-api-oauth-token

x-auth-orgstring<RUUID>header

Client organization UUID (22-character RUUID), for partner credentials only. With it the call runs in that client organization with the partner support authority's role. Without it a partner credential runs as the partner organization, which outside the partner endpoints is deprecated (responses carry Deprecation and Sunset: Tue, 05 Jan 2027 00:00:00 GMT). A malformed value returns 400 INVALID_AUTH_ORG; a client organization the partner cannot access returns 403 PARTNER_CLIENT_ACCESS_DENIED.

Length: 22 to 22

Body

multipart/form-data with field 'file' for the file and 'request' for the CreateTicketWSRequest(see '/ticket' for details on CreateTicketWSRequest)

multipart/form-data · object

requestobjectbodyrequired

The ticket, as JSON: the same body as /api/help/ticket.

Show child attributes

bodystring | nullbody

Body content of the support ticket

Example: "My camera is not connecting to the network properly."

collaboratorsstring[] | nullbody

List of collaborator email addresses

consoleAccessGrantedboolean | nullbody

Whether console access has been granted for troubleshooting

Example: true

productTypestring | nullbody

serialNumbersstring[] | nullbody

List of device serial numbers related to the issue

serviceTypestring | nullbody

subjectstring | nullbody

Subject of the support ticket

Example: "Camera connectivity issue"

filestring<binary>body

An optional file to attach. Only one file is supported.

bash

curl --request POST \
  --url 'https://api2.rhombussystems.com/api/help/ticketWithFile' \
  --header 'x-auth-scheme: api-token' \
  --header 'x-auth-apikey: YOUR_API_KEY' \
  --form 'request={"body":"My camera is not connecting to the network properly.","collaborators":["<string>"],"consoleAccessGranted":true,"productType":"<string>","serialNumbers":["<string>"],"serviceType":"<string>","subject":"Camera connectivity issue"};type=application/json' \
  --form 'file=@<path-to-file>'

import requests

url = "https://api2.rhombussystems.com/api/help/ticketWithFile"
headers = {
    "x-auth-scheme": "api-token",
    "x-auth-apikey": "YOUR_API_KEY",
}
files = {"file": open("<path-to-file>", "rb")}
data = {"request": "{\"body\":\"My camera is not connecting to the network properly.\",\"collaborators\":[\"<string>\"],\"consoleAccessGranted\":true,\"productType\":\"<string>\",\"serialNumbers\":[\"<string>\"],\"serviceType\":\"<string>\",\"subject\":\"Camera connectivity issue\"}"}

response = requests.post(url, headers=headers, files=files, data=data)
response.raise_for_status()
print(response.json())

const form = new FormData();
form.append('file', file); // a File or Blob
form.append('request', "{\"body\":\"My camera is not connecting to the network properly.\",\"collaborators\":[\"<string>\"],\"consoleAccessGranted\":true,\"productType\":\"<string>\",\"serialNumbers\":[\"<string>\"],\"serviceType\":\"<string>\",\"subject\":\"Camera connectivity issue\"}");

const response = await fetch('https://api2.rhombussystems.com/api/help/ticketWithFile', {
  method: 'POST',
  headers: {
    'x-auth-scheme': 'api-token',
    'x-auth-apikey': 'YOUR_API_KEY',
  },
  body: form,
});
if (!response.ok) throw new Error(`${response.status}: ${await response.text()}`);

console.log(await response.json());

import java.net.URI;
import java.net.http.HttpClient;
import java.net.http.HttpRequest;
import java.net.http.HttpResponse;

public class Example {
    public static void main(String[] args) throws Exception {
        // This endpoint takes multipart/form-data (request, file): build that body with your HTTP client.
        HttpRequest request = HttpRequest.newBuilder()
            .uri(URI.create("https://api2.rhombussystems.com/api/help/ticketWithFile"))
            .header("x-auth-scheme", "api-token")
            .header("x-auth-apikey", "YOUR_API_KEY")
            .method("POST", HttpRequest.BodyPublishers.noBody())
            .build();
        HttpResponse<String> response = HttpClient.newHttpClient()
            .send(request, HttpResponse.BodyHandlers.ofString());
        System.out.println(response.statusCode() + " " + response.body());
    }
}

json

{
  "error": false,
  "errorCode": "<string>",
  "failureReason": "Invalid email address",
  "success": true,
  "ticketId": 12345
}

Response

200 OK

application/json · object

Response object for creating a support ticket.

errorboolean | null

errorCodestring | null

Stable, machine-readable code for the failure (one of the ApiErrorCode catalog) when error is true. Branch on this, not on errorMsg.

errorMsgstring | null

failureReasonstring | null

Reason for failure if ticket creation was unsuccessful

Example: "Invalid email address"

successboolean | null

Whether the ticket creation was successful

Example: true

ticketIdinteger<int32> | null

ID of the created support ticket

Example: 12345

warningMsgstring | null

Errors

Like every operation, this one can also answer with the standard error body (errorCode, errorMsg). Errors explains each status and how to retry.

400 Bad Request. errorCode is one of: BAD_REQUEST, VALIDATION_FAILED, MISSING_REQUIRED_FIELD, INVALID_JSON, INVALID_REQUEST_BODY, FEATURE_NOT_ENABLED, INVALID_AUTH_ORG, LOCATION_NOT_FOUND.
401 Unauthorized. errorCode is one of: UNAUTHENTICATED, INVALID_CREDENTIAL, CREDENTIAL_EXPIRED, CREDENTIAL_REVOKED, CERTIFICATE_MISMATCH.
403 Forbidden. errorCode is one of: FORBIDDEN, DOMAIN_NOT_ALLOWED, DEVICE_SCOPE_MISMATCH, ROLE_NOT_PERMITTED, FUNCTIONALITY_REQUIRED, PARTNER_FUNCTIONALITY_REQUIRED, PERMISSION_REQUIRED, PARTNER_CLIENT_ACCESS_DENIED, HARDWARE_NOT_AVAILABLE, HARDWARE_ALREADY_REGISTERED, PARTNER_PORTAL_NOT_ENABLED, MANAGED_BY_MSP, SUPER_ADMIN_RESTRICTED_BY_MSP, MSP_DESIGNATION_INVALID, NOT_MANAGED_CLIENT.
429 Too Many Requests. errorCode is one of: RATE_LIMITED.
500 Internal Server Error. errorCode is one of: INTERNAL_ERROR.
503 Service Unavailable. errorCode is one of: SERVICE_UNAVAILABLE.