Support » Plugin: osTicket Connector » Invalid API key generated

  • Resolved jbrconnection


    Hello !

    I have problems with the API key.

    No problem to create a new ticket on my osTicket instance if I use the email.

    It is impossible if I use your plugin : the API key generated by my osTicket instance is not recognised, and the creation of a new ticket via json is rejected. Here is an extract of the log file (for security reasons I have obfuscated some items) :

    [2020-08-13 15:56:06]: Ticket data:
    array (
    ‘name’ => ‘Jean-Benoit RICHARD’,
    ’email’ => ‘’,
    ‘phone’ => ‘ x’,
    ‘subject’ => ‘Test 17:55’,
    ‘message’ => ‘Avec PJ ?’,
    ‘ip’ => ‘176.XXX.XX.XX’,
    ‘topic’ => ‘Autres demandes’,
    ‘attachments’ =>
    array (
    ‘priority’ => ‘1’,
    [2020-08-13 15:56:06]: Unable to create ticket: Valid API key required

    My site is a WordPress 5.5 running on a shared host with php 7.3

    My osTicket is osTicket (v1.14.2) running php 7.2.24 on a ubuntu server 18.04.3 LTS

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Author SCAND



    As we see the reason of failure is “Unable to create ticket: Valid API key required” and it means that API key was configured not properly.

    Please check the settings of your osTicket instance. There should be an error log.
    The log should contain information about IP-address of your WP instance. Copy it and create new API key.

    Best regards,
    SCAND Team

    Thread Starter jbrconnection


    Hi SCAND Team,

    Thank you for such a quick reacton.

    As you wrote, the error log shows that the requests come from an IP completely different from the public IP of the WordPress.

    I generated the appropriate key, and everything is OK now.

    I really appreciate your help. Thank you again.

    Kind regards,

    Jean-Benoit RICHARD

    I got the same issue and replaced the IP which I found in the log file, but the error is still there.

    [2020-09-28 20:18:44]: Ticket data:
    array (
      'name' => 'umar',
      'email' => '',
      'phone' => '',
      'subject' => 'TESTING',
      'message' => 'TEST',
      'ip' => '101.xx.xx.xx',
      'topic' => 'test',
      'attachments' => 
      array (
      'priority' => '2',
    [2020-09-28 20:18:45]: Unable to create ticket: Valid API key required
    Plugin Author SCAND



    The issue still on the osTicket side because next error “Unable to create ticket: Valid API key required” returns from osTicket API.

    You should check logs in osTicket system. They are available when you logged in as admin.

    Best regards,
    SCAND Team

Viewing 4 replies - 1 through 4 (of 4 total)
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