Full text search via SOAP and GenericTicketConnector

[frdmn]

Hello,

I'm trying to perform a full text search (just like the web does when I type something into the search module and don't add any filters) via the Python SOAP client and GenericTicketConnector:

Code: Select all

#!/usr/bin/env python

from otrs.client import GenericTicketConnector
from otrs.objects import Ticket, Article, DynamicField, Attachment

import yaml
config = yaml.safe_load(open("config.yml"))

server_uri = config['server']
webservice_name = 'GenericTicketConnector'
client = GenericTicketConnector(server_uri, webservice_name)

# user session
client.user_session_register(config['username'], config['password'])

# returns all tickets in queue Support
tickets = client.ticket_search(
    Queues = 'Support Queue',
    From = '<term>',
    To = '<term>',
    Cc = '<term>',
    Subject = '<term>',
    Body = '<term>',
    ContentSearch = 'OR'
)

print tickets

I have no clue if the parameters are okay and supposed to be set like that. All I know is that it doesn't work right now and I am at the end of ideas what I could do to make it work.

Don't judge about my Python skills, I'm not really good with this

Can someone help me out?

[frdmn]

Not sure if I am allowed to bump but since there is still no reply since 5 days:

bump

[root]

I'm not good with Python too, but the parameter you'll need can be found here: https://otrs.github.io/doc/api/otrs/4.0 ... ch.pm.html

[frdmn]

Thanks @root,

That's the resource I've already found and what my current parameters are based on, but still can't figure out how to do the full text search

[crythias]

Repeat the search needle in Subject and bodyand possibly send fulltextindex flag.

[frdmn]

@crythias Thanks for the reply, but isn't that already what I tried above?

Code: Select all

tickets = client.ticket_search(
    Queues = 'Support Queue',
    From = '{{term}}',
    To = '{{term}}',
    Cc = '{{term}}',
    Subject = '{{term}}',
    Body = '{{term}}',
    ContentSearch = 'OR',
    FullTextIndex = 1
)

Edit: in my original thread, i didn't used "FullTextIndex" but adding that, doesn't do any difference :/

[crythias]

you may want to put % around string.

[frdmn]

@crythias just tried adding "%" as well as "*" but none of those made a difference regarding the results.

In both cases SOAP just returns an empty array.

If there's an alternative to the SOAP API, I would be happy to use that as well. I just want to search full text

[frdmn]

Any ideas?

[frdmn]

bump

Hopefully someone else has an idea.

[frdmn]

Sorry for bumping again, but I would really like to know about this. Also I try to not spam-bump (2 weeks in between bumps).

Thank you guys.

[EXG133]

What do you see in the webservice debugger? You could also create a REST webservice, perhaps that's easier to work with.

[frdmn]

Thanks for the reply, @EXG133. I just took a look into our webservice debugger and I can see every incomming request but no anormalies or failures.

Regarding the REST service: I'm not sure if this will fix my problem since it uses the same search parameters and options like the SOAP one. But for the SOAP one I can use the great python-otrs API client.and don't have to reinvent the wheel.

[frdmn]

I did some troubleshooting with @ewsterrenburg and thanks to his help we found out that this is apparently a bug in the current API implementation:

For anyone who wants to read what happend in specific, here's the GitHub issue: https://github.com/ewsterrenburg/python-otrs/issues/10

Erwin also sent out a message to the mailing list to reach out the developers. Hopefully we get a response there soon

https://groups.google.com/forum/#!topic ... -nV7n-ezn4