Comments/Updates in Web Service Method Parameters
Is there any way to get Comments or a Ticket Update from Ticket as a Parameter in a Web Service Method? All I see is Description which is not the same as a ticket update or comment. The workaround I am considering is a custom attribute field, but was hoping to be able to just get the most recent comment or update from the ticket feed.
Also, what is the difference between Description and Description (Raw)?
Answers (2)
The response body from the GET Ticket Feed web service method has:
"Body":"Comment",
So if I set my parameter "upDate" and then Source "From Workflow" what would the Source Property be to only get the position 0 "Body":"New Comment" and not the other "Body":"Old Comment" values?
this would point to the body of the feed post at the first array position. - Mark Sayers Tue 1/16/24 4:19 PM
My result was a 400 error because the "update:"{{upDate}}"variable populated with this: "update":"Selected \u0022Identified\u0022 for the \u0022Event Status Update\u0022 step in the \u0022Status Dashboard Event\u0022 workflow." with the Source Property set to GetTicketFeed.[0].Body
I named the Response Body of the preceding GET Web Service Method "GetTicketFeed" as shown in the attached screen shot. Suggestions? - Scott Cory Tue 1/16/24 7:57 PM
Also, when the initial event is created, the Description field is used but appears to be sending formatting. Is there any way to have it send plain text?
e.g. <span style="color: #2B2B2B; font-family: "Segoe UI", sans-serif; font-size: 14px; font-style: normal; font-weight: 400; letter-spacing: normal; text-decoration: none; text-transform: none; word-spacing: 0">Account Center will be modified to assign student A3 licenses for users who have both the StudentActive and FacultyFutureHire affiliations. No Account Center downtime is anticipated.<br><br>Note - this is also a test of the API codes and null value of end date/time filed for status other than resolved.</span> - Scott Cory Wed 1/17/24 11:29 AM
I am using a Web Service Method to POST to another application (StatusDashboard). This is my JSON body:
{
"start":{{startTime}},
"type":"/api/v1/type/1/",
"status":"/api/v1/status/{{statusID}}/",
"description":"{{incidentDetails}}",
"severity":"/api/v1/severity/{{severityID}}/",
"event_service":[
{"service":"/api/v1/service/{{serviceID}}/"}
]
}
incidentDetails is From Ticket with Source Property of Description - Scott Cory Wed 1/17/24 12:01 PM
Hello Scott,
Unfortunately no, those just are not properties *about* the ticket that are retrievable currently via API.
You can GET the ticket Feed, and the most recent indexed result (position 0) should be the latest post I believe (you might check that).
Description is the sanitized result and Description Raw includes the rich content (if present) in it.
Sincerely,
Mark Sayers
Sr Support Consultant, CS
From JSON Body:
"description":"Student Technicians may have greater permissions in the Client Portal than Technicians.\u003cbr\u003e\u003cbr\u003eNote - This is a test of the TDX \u0026gt; SD API.\u0026nbsp; There is not outage of TeemDynamix currently, although the security role issue does currently exist.",
From Response:
"description": "Student Technicians may have greater permissions in the Client Portal than Technicians.<br><br>Note - This is a test of the TDX > SD API. There is not outage of TeemDynamix currently, although the security role issue does currently exist.",
Would the Description (Raw) give us plain text? - Scott Cory Wed 1/17/24 2:54 PM