[moosarka]

Andrew,

What are your thoughts on implementing a created on date (to, from) filter search on getSubmittedTickets API? For instance, we would like to know how how many tickets client(s) submitted within a duration of time. With this functionality, we can extend the API to analysis and reporting.

Great API, thanks for sharing.

[Andrew Gillard]

Try the attached files, both of which replace the files of the same name in /integrationapi/lib/. The attached api.class.php includes the changes that I made for your reported bugs.

You can now specify a minimum & maximum ticket creation (start) date, a minimum & maximum last activity date, a minimum & maximum due date, a specific department, a specific status and a specific priority. If the requested department, status or priority is left at 0, that parameter will be ignored and all departments/statuses/priorities will be returned (i.e. keeping to the old behaviour).

Additionally, this function will now include the start (creation) date and due date in the returned array.

Again, if these changes work for you I'll release it all as a new API version.

Note that the parameters passed to getSubmittedTickets() and the array returned by that function have changed. If you're using SOAP, you'll need to change the way you call that function (if you're calling it directly in PHP, you can leave those parameters out and it'll take the defaults; the changes to the returned array can be ignored if you don't need any of the additional information).

Take a look at our documentation thread for more information

Attached File(s)

•  api.class.php (27.38K)
  Number of downloads: 7
•  wsdl.php (15.55K)
  Number of downloads: 6

[moosarka]

Try the attached files, both of which replace the files of the same name in /integrationapi/lib/. The attached api.class.php includes the changes that I made for your reported bugs.

You can now specify a minimum & maximum ticket creation (start) date, a minimum & maximum last activity date, a minimum & maximum due date, a specific department, a specific status and a specific priority. If the requested department, status or priority is left at 0, that parameter will be ignored and all departments/statuses/priorities will be returned (i.e. keeping to the old behaviour).

Additionally, this function will now include the start (creation) date and due date in the returned array.

Again, if these changes work for you I'll release it all as a new API version.

Note that the parameters passed to getSubmittedTickets() and the array returned by that function have changed. If you're using SOAP, you'll need to change the way you call that function (if you're calling it directly in PHP, you can leave those parameters out and it'll take the defaults; the changes to the returned array can be ignored if you don't need any of the additional information).

Take a look at our documentation thread for more information

Alright, those are great enhancements Andrew. I'll give that a spin and keep you posted.

[moosarka]

Changes works for me. Thanks Andrew.

Andrew, let me know your thoughts on this from your API perspective.

From a business point of view, I would like to have a list of all issues that belong to a client? A client is a group by which you can have one or more named e-mail users. In Kayako, if you make a user a manager, he/she can see all the tickets that belong to other users in that group. What's the best way to get the list of clients that belong in a group? So far, I've had to maintain an array and loop through elements in the array to extract e-mail addresses. In that case, it depends on my part to keep a list of e-mail addresses in the array. Do you see a better way of extracting all e-mails from a group using your API, and passing that info to the getSubmittedTickets function? Would be nice to have it dynamic.

Thanks.

[moosarka]

Maybe if there was a function in the API to get a list of all users (i.e., their email) that belong to a group, we can iterate through the results and push back to getSubmittedTickets function. This should give us a list of all tickets for a group.

Thanks.

[Craig Brass]

This really goes beyond what this API was designed for. If you wish to PM me however, we could do some custom development work (paid) for you if your interested.

[moosarka]

Craig,

I believe that's fair. I will PM you shortly for a quote.

Thanks.

[Craig Brass]

Got the PM. Will reply some time today.

[Andrew Gillard]

I've now released this as 1.0.2, along with another bug fix, however because SOAP cannot support default parameter values and I didn't want to break the existing interface, I've had to add a new function that does what you requested above: getSubmittedTicketsWithExtraRestrictions(). Once you update to the latest version of the API, just replace your call(s) to getSubmittedTickets() with getSubmittedTicketsWithExtraRestrictions() and everything will work properly again.

Sorry to mess you about like that, but I had to choose between requiring just you to change your client code, and requiring everyone to update their client code; hopefully you can see why I chose what I did

Internally, getSubmittedTickets() was renamed to getSubmtitedTicketsWithExtraRestrictions(), and a new getSubmittedTickets() function was created that simply calls getSubmittedTicketsWithExtraRestrictions(), passing a few default parameters for the new parameters.