Working with Tickets in Sirportly

Overview

The following operations allow you to work with tickets. Click an operation name to see details on how to use it.

For a sample proxy service that illustrates how to work with tickets, see Sample configuration.

Operation	Description
addContentToTicket	Adds content to a ticket.
createTicket	Creates a new ticket.
getTicket	Retrieves ticket properties.
listTickets	Retrieves all tickets.
listTicketsByFilter	Retrieves tickets by filter.
updateTicket	Updates ticket properties.
searchTickets	Searches tickets.

Operation details

This section provides further details on the operations related to tickets.

Adding content to a ticket

The addContentToTicket operation posts updates to a ticket. These updates can be either public or private, however the ticket must exist before you can post an update.

addContentToTicket

<sirportly.addContentToTicket>
    <ticketReference>{$ctx:ticketReference}</ticketReference>
	<message>{$ctx:message}</message>
    <subject>{$ctx:subject}</subject>
    <isAuthenticated>{$ctx:isAuthenticated}</isAuthenticated>
    <postedAt>{$ctx:postedAt}</postedAt>
    <htmlBody>{$ctx:htmlBody}</htmlBody>
	<htmlSafe>{$ctx:htmlSafe}</htmlSafe>
</sirportly.addContentToTicket>

Properties

ticketReference: Required - The reference of the ticket to be updated.
message: Required - The content of the ticket.
subject: The subject of the ticket.
isAuthenticated: Whether or not this update is authenticated.
postedAt: The date/time the updated was posted.
htmlBody: The HTML body to show as content.
htmlSafe: If this HTML should be displayed within the staff interface to users, this value should be sent as '1'. If this is not sent, the HTML body will be escaped when displayed to the user.

Sample request

Following is a sample REST/JSON request that can be handled by the addContentToTicket operation.

Sample Request for addContentToTicket

{
	"apiUrl":"https://anusoft.sirportly.com",
	"apiToken":"007898a0-d9e7-3d5a-f6e2-c1a7d3853555",
	"apiSecret":"rrcxnqny86nrpxec0riiyufd4mylt45kr2l2bltsb435u5y68i",
	"ticketReference" : "ZR-194119",
	"message" : "Test from SOAP"
}

Creating a new ticket

The createTicket operation submits a new ticket into the support site.

createTicket

</sirportly.init>
    <sirportly.createTicket>
    <subject>{$ctx:subject}</subject>
    <status>{$ctx:status}</status>
    <priority>{$ctx:priority}</priority>
    <sla>{$ctx:sla}</sla>
    <brand>{$ctx:brand}</brand>
    <department>{$ctx:department}</department>
    <team>{$ctx:team}</team>
    <assignedUser>{$ctx:assignedUser}</assignedUser>
	<submittedAt>{$ctx:submittedAt}</submittedAt>
    <customFields>{$ctx:customFields}</customFields>
    <contact>{$ctx:contact}</contact>
    <contactMethod>{$ctx:contactMethod}</contactMethod>
    <contactMethodType>{$ctx:contactMethodType}</contactMethodType>
    <contactMethodData>{$ctx:contactMethodData}</contactMethodData>
    <contactName>{$ctx:contactName}</contactName>
	<additionalContactMethods>{$ctx:additionalContactMethods}</additionalContactMethods>
</sirportly.createTicket>

Properties

subject: The subject for the ticket.
status: The name or the ID of the status.
priority: The name or ID of the ticket priority.
sla: The name or ID of the SLA.
brand: The name or ID of the brand.
department: The name or ID of the department.
team: The name or ID of the team.
assignedUser: The username or ID of an assigned user.
submittedAt: The date/time the ticket was created.
customFields: The JSON object containing custom field values.
contact: The ID of an existing contact.
contactMethod: The ID of the existing contact method.
contactMethodType: The type of contact method to use.
contactMethodData: The e-mail address or telephone number of the contact method.
contactName: The name of the contact.
additionalContactMethods: The comma additional contact methods list.

Sample request

Following is a sample REST/JSON request that can be handled by the createTicket operation.

Sample Request for createTicket

{
	"apiUrl" : "https://virasoft.sirportly.com",
	"apiToken" : "e6fd7f4b-02d1-a8bf-0407-c9038ed9ebe7",
	"apiSecret" : "rik5x53atxj550gqzylpgfy7lkbrbmsqgamse1ypiyih304crp",
	"subject" : "Test Subject",
	"status" : "New",
	"priority" : "Normal",
	"department" : "16630",
	"team" : "8833",
	"sla" : "NoValidate",
	"brand" : "7645",
	"assignedUser" : "12253",
	"submittedAt" : "2015-05-25",
	"customFields" : {
		"custom[telephone]" : "0112583695"
	},
	"contact" : "4072366",
	"contactMethod" : "email",
	"contactMethodType" : "email",
	"contactMethodData" : "apptest.virajith@gmail.com",
	"contactName" : "App Vira",
	"additionalContactMethods" : "4072312"
}

Retrieving ticket properties

The getTicket operation retrieves ticket properties.

getTicket

<sirportly.getTicket>
    <ticketReference>{$ctx:ticketReference}</ticketReference>
    <isRetrieveTimers>{$ctx:isRetrieveTimers}</isRetrieveTimers>
	<markAsRead>{$ctx:markAsRead}</markAsRead>
</sirportly.getTicket>

Properties

ticketReference: The reference of the ticket to be fetched.
isRetrieveTimers: The flag to include ticket timers in the response.
markAsRead: The flag to mark all notifications regarding this ticket as read.

Sample request

Following is a sample REST/JSON request that can be handled by the getTicket operation.

Sample Request for getTicket

{
	"apiUrl" : "https://virasoft.sirportly.com",
	"apiToken" : "e6fd7f4b-02d1-a8bf-0407-c9038ed9ebe7",
	"apiSecret" : "rik5x53atxj550gqzylpgfy7lkbrbmsqgamse1ypiyih304crp",
	"ticketReference" : "TA-930538",
	"isRetrieveTimers" : "1",
	"markAsRead" : "1"
}

Retrieving all tickets

The listTickets operation retrieves all tickets which are stored in the database.

listTickets

<sirportly.listTickets>
    <page>{$ctx:page}</page>
    <sortBy>{$ctx:sortBy}</sortBy>
	<orderBy>{$ctx:orderBy}</orderBy>
</sirportly.listTickets>

Properties

page: The page number to retrieve for pagination.
sortBy: The name of the field to sort results.
orderBy: One of the asc or desc types for the sorting order.

Sample request

Following is a sample REST/JSON request that can be handled by the listTickets operation.

Sample Request for listTickets

{
	"apiUrl" : "https://virasoft.sirportly.com",
	"apiToken" : "e6fd7f4b-02d1-a8bf-0407-c9038ed9ebe7",
	"apiSecret" : "rik5x53atxj550gqzylpgfy7lkbrbmsqgamse1ypiyih304crp",
	"page" : "1",
	"sortBy" : "created_at",
	"orderBy" : "desc"
}

Retrieving tickets by filter

The listTicketsByFilter operation retrieves tickets which match a filter.

listTicketsByFilter

<sirportly.listTicketsByFilter>
	<filter>{$ctx:filter}</filter>
    <user>{$ctx:user}</user>
    <page>{$ctx:page}</page>
    <sortBy>{$ctx:sortBy}</sortBy>
    <orderBy>{$ctx:orderBy}</orderBy>
    <conditions>{$ctx:conditions}</conditions>
	<isRawTicket>{$ctx:isRawTicket}</isRawTicket>
</sirportly.listTicketsByFilter>

Properties

filter: Required - The name or ID of the filter to be used.
user: The username or ID of the user to be filtered.
page: The page number to return tickets for.
sortBy: The name of the field to sort results.
orderBy: One of the asc or desc types for the sorting order.
conditions: The additional conditions which will be added to the filter query.
isRawTicket: The flag to retrieve full ticket information.

Sample request

Following is a sample REST/JSON request that can be handled by the listTicketsByFilter operation.

Sample Request for listTicketsByFilter

{
	"apiUrl" : "https://virasoft.sirportly.com",
	"apiToken" : "e6fd7f4b-02d1-a8bf-0407-c9038ed9ebe7",
	"apiSecret" : "rik5x53atxj550gqzylpgfy7lkbrbmsqgamse1ypiyih304crp",
	"filter" : "All Tickets",
	"user" : "12253",
	"page" : "1",
	"sortBy" : "created_at",
	"orderBy" : "asc",
	"conditions" : "conditions[status]=New&conditions[priority]=High",
	"isRawTicket" : "1"
}

Updating ticket properties

The updateTicket operation updates the properties associated with a ticket.

updateTicket

<sirportly.updateTicket>
	<ticketReference>{$ctx:ticketReference}</ticketReference>
    <status>{$ctx:status}</status>
    <priority>{$ctx:priority}</priority>
    <departmentId>{$ctx:departmentId}</departmentId>
    <sla>{$ctx:sla}</sla>
    <team>{$ctx:team}</team>
    <assignedUser>{$ctx:assignedUser}</assignedUser>
    <subject>{$ctx:subject}</subject>
    <tagList>{$ctx:tagList}</tagList>
    <updatedAt>{$ctx:updatedAt}</updatedAt>
    <replyDueAt>{$ctx:replyDueAt}</replyDueAt>
    <resolutionDueAt>{$ctx:resolutionDueAt}</resolutionDueAt>
    <contactMethod>{$ctx:contactMethod}</contactMethod>
    <contactMethodData>{$ctx:contactMethodData}</contactMethodData>
    <contactName>{$ctx:contactName}</contactName>
    <additionalContactMethods>{$ctx:additionalContactMethods}</additionalContactMethods>
	<customFields>{$ctx:customFields}</customFields>
</sirportly.updateTicket>

Properties

ticketReference: Required - The reference of the ticket to be updated.
status: The name or ID of the new status.
priority: The name or ID of the new priority.
departmentId: The ID of the new department.
sla: The name or ID of the new SLA.
team: The name or ID of the new team.
assignedUser: The username or ID of the user to be assigned.
subject: The subject of the ticket.
tagList: The space separated list of tags for the ticket.
updatedAt: The date/time the ticket was updated.
replyDueAt: The date/time the ticket reply is due.
resolutionDueAt: The date/time the ticket resolution is due.
contactMethod: The ID of the contact method to be assigned.
contactMethodData: The e-mail address or telephone number of the contact method.
contactName: The The name of the contact.
additionalContactMethods: The comma separated additional contact methods list.
customFields: The JSON object containing custom field values.

Sample request

Following is a sample REST/JSON request that can be handled by the updateTicket operation.

Sample Request for updateTicket

{
	"apiUrl" : "https://virasoft.sirportly.com",
	"apiToken" : "e6fd7f4b-02d1-a8bf-0407-c9038ed9ebe7",
	"apiSecret" : "rik5x53atxj550gqzylpgfy7lkbrbmsqgamse1ypiyih304crp",
	"ticketReference" : "HL-364011",
	"status" : "New",
	"priority" : "High",
	"departmentId" : "16630",
	"sla" : "NoValidate",
	"team" : "8833",
	"assignedUser" : "12253",
	"subject" : "New Subject",
	"tagList" : "IT Hardware",
	"updatedAt" : "2015-05-25",
	"replyDueAt" : "2015-05-38",
	"resolutionDueAt" : "2015-05-30",
	"customFields" : {
		"custom[Estimation]" : "3000",
		"custom[IsBillable]" : "False"
	},
	"additionalContactMethods" : "4072366"
}

Note

There are optional parameters available. For more information on the usage of these parameters please check the API document.

Searching tickets

The searchTickets operation searches for tickets using the full text support.

searchTickets

<sirportly.searchTickets>
    <query>{$ctx:query}</query>
	<page>{$ctx:page}</page>
</sirportly.searchTickets>

Properties

query: Required - The query string to search tickets.
page: The page number for paginated responses.

Sample request

Following is a sample REST/JSON request that can be handled by the searchTickets operation.

Sample Request for searchTickets

{
	"apiUrl" : "https://virasoft.sirportly.com",
	"apiToken" : "e6fd7f4b-02d1-a8bf-0407-c9038ed9ebe7",
	"apiSecret" : "rik5x53atxj550gqzylpgfy7lkbrbmsqgamse1ypiyih304crp",
	"query" : "Logging test",
	"page" : "1"
}

Sample configuration

Following is a sample proxy service that illustrates how to connect to Sirportly with the init operation and use the addContentToTicket operation. The sample request for this proxy can be found in the addContentToTicket sample request.

Sample Proxy

<?xml version="1.0" encoding="UTF-8"?>
<proxy xmlns="http://ws.apache.org/ns/synapse"
       name="sirportly_addContentToTicket"
       transports="https,http"
       statistics="disable"
       trace="disable"
       startOnLoad="true">
   <target>
      <inSequence>
         <property name="apiUrl" expression="json-eval($.apiUrl)"/>
         <property name="apiToken" expression="json-eval($.apiToken)"/>
         <property name="apiSecret" expression="json-eval($.apiSecret)"/>
         <property name="ticketReference" expression="json-eval($.ticketReference)"/>
         <property name="message" expression="json-eval($.message)"/>
         <property name="subject" expression="json-eval($.subject)"/>
         <property name="isAuthenticated" expression="json-eval($.isAuthenticated)"/>
         <property name="postedAt" expression="json-eval($.postedAt)"/>
         <property name="htmlBody" expression="json-eval($.htmlBody)"/>
         <property name="htmlSafe" expression="json-eval($.htmlSafe)"/>
	     <sirportly.init>
            <apiUrl>{$ctx:apiUrl}</apiUrl>
            <apiToken>{$ctx:apiToken}</apiToken>
            <apiSecret>{$ctx:apiSecret}</apiSecret>
         </sirportly.init>
         <sirportly.addContentToTicket>
            <ticketReference>{$ctx:ticketReference}</ticketReference>
            <message>{$ctx:message}</message>
            <subject>{$ctx:subject}</subject>
            <isAuthenticated>{$ctx:isAuthenticated}</isAuthenticated>
            <postedAt>{$ctx:postedAt}</postedAt>
            <htmlBody>{$ctx:htmlBody}</htmlBody>
            <htmlSafe>{$ctx:htmlSafe}</htmlSafe>
         </sirportly.addContentToTicket>
         <respond/>
      </inSequence>
      <outSequence>
         <send/>
      </outSequence>
   </target>
   <description/>
</proxy>

WSO2 ESB Connectors Documentation

Working with Tickets in Sirportly

Overview

Operation details

Adding content to a ticket

Properties

Sample request

Related Sirportly documentation

Creating a new ticket

Properties

Sample request

Related Sirportly documentation

Retrieving ticket properties

Properties

Sample request

Related Sirportly documentation

Retrieving all tickets

Properties

Sample request

Related Sirportly documentation

Retrieving tickets by filter

Properties

Sample request

Related Sirportly documentation

Updating ticket properties

Properties

Sample request

Related Sirportly documentation

Searching tickets

Properties

Sample request

Related Sirportly documentation

Sample configuration