Environment:
 
Zabbix: 7.4.x
iTop: 3.2.2
 
Issue:
 
Using the official iTop webhook from the integration page.
 
For newly generated trigger events:
 
event_value = 1
event_update_status = 0
 
the webhook receives:
 
itop_id = UNKNOWN
 
instead of:
 

{EVENT.TAGS.__zbx_itop_id}

 
Because of this condition:
 
&& Itop.params.id === '{EVENT.TAGS.__zbx_itop_id}'
 
the code enters the update branch and sends:
 
operation=core/update
key=UNKNOWN
 
instead of:
 
operation=core/create
 
Result:
 
Request failed with iTop code 100:
Error: Query failed to execute: query = UNKNOWN
 
Workaround:
 
Removing the condition:
 
&& Itop.params.id === '{EVENT.TAGS.__zbx_itop_id}'
 
fixes the issue and ticket creation works correctly.