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Query Ticket Custom Fields via API

OllieOX over 3 years ago

Hi, I'm looking to retrieve all tickets which have a custom field marked with a specific value via the API.

For example, we have a 'Location' custom field which has values such as 'Bucket A' and so on... I want to return all tickets which have 'Bucket A' selected as the location. I've managed to grab this info about the custom field:

{"id":18,"type":"CustomFieldDefinition","label":"Location","optionsString":";Goods Out;Stock;Under Counter;Bay 1;Bay 2;Bay 3;Bay 4;Bay 5;Bay 6;Bucket A;Bucket B;Bucket C;Bucket D;Bucket E;Bucket F;Bucket G","displayStyleStorableValue":3,"visible":true,"editable":true,"required":false}

Any help would be greatly appreciated!

Cheers.

0 jmcsparin over 3 years ago

I can send you some code I've used to do this both in a straight MYSQL search or using the API. Which would you want?
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0 OllieOX over 3 years ago in reply to jmcsparin

I've put together a python script now, but I'm always interested in seeing how someone else has done it, perhaps I can improve on mine. Seeing your API query would be nice, cheers.
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0 jmcsparin over 3 years ago in reply to OllieOX

This is my code for PHP. You probably already figured this out with your python script, but basically it's just a matter of

$ch_ticket_string = "">helpdesk/.../" . $ticket_id . "?username=hrpaf&apiKey=xxxxxxxXOQJdN6xxxxxehshQWi64NAUxxxxxxgW";
$ch_ticket = curl_init($ch_ticket_string);
curl_setopt($ch_ticket, CURLOPT_RETURNTRANSFER, true);

$curl_result_ticket = curl_exec($ch_ticket);

/* Populate Ticket Retrieved Ticket Record now */
$json_ticket = json_decode($curl_result_ticket,true);
$ticket_id = $json_ticket['id'];
$custom_field1 = $json_ticket['ticketCustomfields']['type'];
$selected_ticket_json = curl_get("/ra/Tickets/mine?style=long");
$selected_ticket = json_decode($selected_ticket_json);

$department_id = $json_ticket['department']['id'];
$location_id = $json_ticket['location']['id'];
$client_id = $json_ticket['clientReporter']['id'];
$report_to = $json_ticket['clientReporter']['lastName'] . "," . $json_ticket['clientReporter']['firstName'];
$datetime=date(DATE_ATOM, mktime(0, 0, 0, 7, 1, 2000));

foreach ($selected_ticket as $ticket) //Loop through each ticket
{

$found_ticket_id = $ticket->id;

If ($found_ticket_id == $ticket_id)
{

$custom_fields = $ticket->ticketCustomFields; // For each ticket you find assign ticketCustomFields array

foreach ($custom_fields as $field) // Loop through each of the ticketCustomFields
{

$custom_field_def_id = $field->definitionId; // grab the definition ID of the custom field

switch ($custom_field_def_id) // check each definition ID
{
case 16;
$first_name = $field->restValue;
break;

case 17;
$middle_init = $field->restValue;
break;

case 18;
$last_name = $field->restValue;
break;

case 3;
$emp_id = $field->restValue;
break;

case 357;
$wtr_date = $field->restValue;
break;

} //switch

} // foreach $custom_fields
break;

} // if $found_ticket_id

} // foreach $selected_ticket
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