Options for updating tickets real-time using workflow

The Web API allows for some useful actions such as reassigning or updating tickets, creating new tickets, etc., that would be very useful for us except for the delay of up to 15 minutes for the web services to operate.

It sounds like the API has to be called from outside TD to achieve real-time functioning.  On question http://solutions.teamdynamix.com/TDClient/Forums/Questions/Details?ID=104928 it sounds like the time the web services operate cannot be changed.

Is there a way to force a web service to operate immediately in a ticketing workflow, or an alternate method to achieve this result using TD tools?  For instance, I don't know if there's a way to use the old TD SOAP Services inside TD workflow.

 

Tags API soap ticket-update ticket-workflows webapi web-api
Asked by David Durling on Mon 12/19/16 9:39 AM Last edited Mon 12/19/16 9:40 AM
Sign In to leave feedback or contribute an answer

Answers (5)

This answer has been marked as the accepted answer
Mark Sayers Mon 12/19/16 4:10 PM

Hi David,

Ticket workflows with web services/API are the only option at this point that provide an automated route to update or reassign tickets.

Please let me know if you have any additional questions or concerns about ticket workflows using web services/APIs.

Sincerely,
Mark Sayers
TeamDynamix

No feedback

Mark Sayers Tue 12/20/16 10:42 AM

Kathy,

We would definitely like to, however since the web service calls are tied to the Alert Delivery Service, which also handles SLAs, scheduled tickets, survey requests, automated report delivery, etc, there is not an easy way yet for us to improve or speed up the intervals between processing calls.

Sincerely,
Mark Sayers
TeamDynamix

No feedback

Kathy Holman Tue 12/20/16 10:00 AM

Hi Mark,

I understand your performance considerations. Is TeamDynamix considering a way to make 'internal' calls be at a faster interval and 'external' calls meet the 15 minute interval?  I see uses for the internal Web Services being really helpful, but having to wait 15 minutes for the web service calls to process can delay technicians handling tickets.

Thanks,
Kathy
WVU

 

No feedback

David Durling Mon 12/19/16 10:36 AM

Thanks, Mark.

Are there any other options outside of the Web API (or SOAP) to make ticket updates/reassignments via workflow (or in some other automated way)?

David

No feedback

Mark Sayers Mon 12/19/16 10:00 AM

Hi David,

The limits placed on web services as far as frequency of running queued requests was set in order to reduce the performance impact on the system as a whole.

Web API calls being made outside of TeamDynamix have their own rate limits regarding the number of times a specific call can be made, but they will take effect immediately as long as the call is successful.

Even the old SOAP Services (which you could use, but you'd have to hard code everything into your call including the authentication portion) were limited by that 15 minute timer. They didn't allow for getting around that timer.

If you have any other questions about web services or the Web API, please let me know and I'll be happy to help.

Sincerely,
Mark Sayers
TeamDynamix

No feedback