topic Re: Error creating or updating RTIR ticket in Cortex XSOAR Discussions

Error creating or updating RTIR ticket

Pascual — Tue, 21 Feb 2023 08:20:18 GMT

I've been trying the #RTIR integration, to create a new ticket indicating a text content, and the execution seems to work but no ticket is created (without indicating text, it works perfectly

Also try to create an empty ticket, and next update with the text, but here an error occurs, trying to apend a string with an byte variable.

I found the line with the second problem, and it's related to type conversion problems.

[line 821] content += '\nText: ' + text.encode('utf-8')

Is there new versions that will solve this issue?

Kind regards.

Re: Error creating or updating RTIR ticket

amontminy — Fri, 28 Apr 2023 18:50:09 GMT

The latest version of the integration is 1.0.14 which was released 4/16/2023. It looks like since your post there have been a couple updates to the integration and the release notes indicate some of the changes were bug fixed. I would recommend updating to the latest version and then trying to create a new ticket again. Thanks!

Re: Error creating or updating RTIR ticket

Pascual — Thu, 04 May 2023 08:03:09 GMT

I install the latest version, but the problem persist, the bugs fixed are not related to the problem in this case.

Re: Error creating or updating RTIR ticket

amontminy — Mon, 08 May 2023 19:08:14 GMT

I was able to duplicate your issue. It looks like the best way to resolve the error is to wrap str() around text.encode('utf-8'). To do that you would need to duplicate the integration in order to edit it. I would also recommend submitting a ticket through the support portal to let the support team know about the issue so they can track it and get it resolved. Thanks!