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tickets [2023/05/08 04:52] – adjust headings wrongechotickets [2023/12/16 11:15] (current) – [API] wrongecho
Line 8: Line 8:
  
   * All tickets (from all clients)   * All tickets (from all clients)
 +{{:tickets-listing.png?900|}}
 +
   * Client-specific tickets - accessed via a client's view/page   * Client-specific tickets - accessed via a client's view/page
 +{{:client-tickets-list.png?900|}}
  
  
 ==== Fields ==== ==== Fields ====
  
 +  * Subject
 +  * Ticket description
   * Client & Contact   * Client & Contact
   * Priority (low/med/high)   * Priority (low/med/high)
   * Status (open, working, hold, auto-close, closed)   * Status (open, working, hold, auto-close, closed)
-  * Subject 
   * Related asset (future feature is to allow multiple assets)   * Related asset (future feature is to allow multiple assets)
-  * Ticket description+
  
 ==== Features ==== ==== Features ====
  
 +  * Agent Assignment/Re-assignment
 +{{:tickets-assign_agent.png|}}
   * Custom ticket prefix   * Custom ticket prefix
 +{{:ticket-settings-ticket_prefix.png|}}
   * Time tracking   * Time tracking
 +{{:tickets-time_tracking.png|}}
   * Email integration   * Email integration
 +{{:tickets-public_updates.png|}}
   * Private/internal notes   * Private/internal notes
 +{{:tickets-private_notes.png|}}
   * Merging   * Merging
 +
   * Scheduled tickets   * Scheduled tickets
 +{{:scheduled-tickets-create.png?500|}}
   * Invoicing   * Invoicing
-  * Auto-close tickets+{{:tickets-invoice.png?300|}} 
 +  * Close - Once a ticket is closed, it cannot be re-opened 
 +  * Auto-close tickets - sends a friendly chaser message before automatically closing the ticket for good 
 + 
 +==== Email Ticketing ==== 
 +Registered client contacts can create/update tickets via e-mail. 
 +  * Configure at: **Settings > Mail**: 
 +    * IMAP Host, Port, Encryption 
 +    * Ticket from email/name 
 +  * Turn on: **Settings > Ticket > Email-to-ticket parsing** 
 +  * Add a cron job to run email_parser_cron.php every min 
 + 
 +=== Notifications === 
 +  * Client notifications can be configured to be sent on ticket creation & closure //("Send clients general notification emails")// 
 +  * New ticket email notifications can be configured to a email/distribution list, so your team is always aware of new tickets //("Email address to notify when new tickets are raised")// 
 +  * IN PROGRESS: Agents will be notified when assigned a ticket & when their assigned ticket is replied to / updated 
 + 
 +==== Notes ==== 
 +  * Only supports basic authentication (no oAuth) for now - a "nice to have" in the future 
 +  * Emails from unregistered contacts without a ticket reference are ignored (unless the from domain matches a domain registered in ITFlow) 
 +==== API ==== 
 +/api/v1/tickets 
 + 
 +**Read - Retrieve ticket information (/read.php) (GET)** 
 +  * **Default / No params - Returns all tickets** 
 +  * ticket_id - Specific ticket ID from the ITFlow database (may, but usually shouldn't, differ from ticket number) 
 + 
 +<code> 
 + 
 +Invoke-RestMethod -Uri "https://demo.itflow.org/api/v1/tickets/read.php?api_key=YOUR-API-KEY&ticket_id=3" | ConvertTo-Json 
 +{ 
 +    "success":  "True", 
 +    "count":  1, 
 +    "data":  [ 
 +                 { 
 +                     "0":  "3", 
 +                     "ticket_id":  "3", 
 +                     "1":  "TCK-", 
 +                     "ticket_prefix":  "TCK-", 
 +                     "2":  "3", 
 +                     "ticket_number":  "3", 
 +                     "3":  null, 
 +                     "ticket_category":  null, 
 +                     "4":  "Computer broken", 
 +                     "ticket_subject":  "Computer broken", 
 + 
 +[...] 
 + 
 +</code> 
 +