I am missing the eureka-moment about API...

[janjoh]

Hello!

Basically, I just cannot make friends with the api in 5.0.14... I consider myself not to be a developer, nor a proper programmer. But, I usually can make friends with most languages and platform.

Until now

Is there any kind soul that could provide me with a short exemple on how to leverage the API to let me create a gereric agent that created a GA job with the following (from a PERL or Python script running on the same machine as a OTRS install)

On ticket creation in the queue In-queue, with the subject that matches "Lorem Ipsum *" move to this queue and set status to closed successfully".

I am sure that once I see said exampel code I will go "Oh really, that simple? Am i really that daft..." and then go off to do great things with the rest of the API.

So.. Please?

[crythias]

Generic agent,
Job Name: Get Eureka

Expand event Based execution (single ticket)
Ticket TicketCreate, click plus (it's now listed)

Expand Select Tickets
Subject: Lorum Ipsum

Expand Update/Add Ticket Attributes
Set new queue: DestinationQueue
Set new state: Closed Successfully

Click Submit

[janjoh]

Generic agent,
Job Name: Get Eureka

Expand event Based execution (single ticket)
Ticket TicketCreate, click plus (it's now listed)

Expand Select Tickets
Subject: Lorum Ipsum

Expand Update/Add Ticket Attributes
Set new queue: DestinationQueue
Set new state: Closed Successfully

Click Submit

Oh, ive Done that about 300 times in the current system, which is why I want to leverage the API to do this automatically from another system. I apologize if I wasn’t clear , but I did specifically mention API in my original post.

[crythias]

What have you tried? Are you needing to add or run a GenericAgent job or are you trying to do GenericAgent actions?

Which means: if you're trying to change the Queue, then you would use the Queue API.

You might make it somewhat easy by creating a sample generic agent, then

Code: Select all

SELECT job_key, job_value FROM generic_agent_jobs WHERE job_name='Get Eureka';

Then you can make a JobAdd with relevant fields

Code: Select all

    $GenericAgentObject->JobAdd(
        Name => 'Get Eureka Unique Name',
        Data => {
            JobKeyValue => 'JobValueValue',
            ...
            Valid => 1,
        },
        UserID => 1,
    );

[jojo]

if remote systems should do it, use the webservice API

[janjoh]

What have you tried? Are you needing to add or run a GenericAgent job or are you trying to do GenericAgent actions?

Which means: if you're trying to change the Queue, then you would use the Queue API.

You might make it somewhat easy by creating a sample generic agent, then

Code: Select all

SELECT job_key, job_value FROM generic_agent_jobs WHERE job_name='Get Eureka';

Then you can make a JobAdd with relevant fields

Code: Select all

    $GenericAgentObject->JobAdd(
        Name => 'Get Eureka Unique Name',
        Data => {
            JobKeyValue => 'JobValueValue',
            ...
            Valid => 1,
        },
        UserID => 1,
    );

I want to leverage the api to use it to create a new generic agent in the system to avoid having to do it via the web forms.

[jojo]

O don't see here any need to create a generic agent for this

[janjoh]

O don't see here any need to create a generic agent for this

Let’s for the sake of argument say that I do, and tat the reason ties into the rest of the workflow.

[crythias]

Please let us know if creating a sample, then applying the key value pairs, according to the docs, isn't working. Any samples you've created would be of interest.

Basically, I suggested making a sample yourself, getting the values from the database, applying to the API, it works.

[jojo]

As I still doubt that a Generic Agent is what you need, can you please explain your usecase and workflow

[crythias]

I'm with JoJo on this.
To make a GA is easy. It helps if you've done one.
If you're trying to make a bunch of them programmatically, that also is easy. Make one via web, get sample information via SQL, use the API.
But you'd make a bunch of them programmatically, generally, to only handle manual web based entries or, maybe, postmaster entries.
If you're handling postmaster entries, it's better to make and assign a PostMasterFilter.
If you're making a junk filter, ... wait. Why would you manually make a ticket that's automatically going to junk and closed? If you want that, just enable that closed successful as a next state in ticket creation.
If you're making an API that creates tickets that close automatically, you'd create the ticket then use the Queue API or State API.