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tickets [2023/09/14 15:21] – johnnytickets [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|}}
-{{:tickets-listing.png|}}+
  
   * 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|}}
-{{:client-tickets-list.png|}}+
  
  
Line 41: Line 39:
  
   * Scheduled tickets   * Scheduled tickets
-{{:scheduled-tickets-create.png|}}+{{:scheduled-tickets-create.png?500|}}
   * Invoicing   * Invoicing
-{{:tickets-invoice.png|}} +{{:tickets-invoice.png?300|}} 
-  * Auto-close tickets+  * 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 ==== ==== Email Ticketing ====
 Registered client contacts can create/update tickets via e-mail. Registered client contacts can create/update tickets via e-mail.
-  * Configure at: Settings > Mail: +  * Configure at: **Settings > Mail**: 
-    * IMAP Host +    * IMAP Host, Port, Encryption 
-    * IMAP Port +    * Ticket from email/name 
-    * IMAP Encryption +  * Turn on: **Settings > Ticket > Email-to-ticket parsing** 
-  * Turn on: Settings > Ticket > Email-to-ticket parsing +  * Add a cron job to run email_parser_cron.php every min 
-  * Add a cron job to run email_parser_cron.php every few mins+ 
 +=== 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>