[SOLVED] getting tickets with a certain queue, subject, and date range

[ATD39401]

Hello,

I'm trying to write and enable an invoker that I can use to return tickets in a certain queue, with a certain subject line, and in a certain date range. I've been trying make sense of constructing this by reviewing OTRS's native Ticket::TicketGet invoker and was hoping for advice.

I also don't have the option to add an invoker to my web service that I generated through OTRS's Admin panel. Do I need different permissions to do this? Do I need access to our OTRS instance's file system to manually copy over the invoker?

[root]

Hi,

The version you're using has no invoker. I recommend updating to Znuny LTS 6.5, a version that comes with the function you want.

- Roy

[ATD39401]

Thanks for the help! Unfortunately updating OTRS versions will not be possible at this time. Is there any way to load the interface I made in Perl manually or modify anything where OTRS is hosted so what I wrote with PyOTRS will hit it and return what I need?

[root]

Thanks for the help! Unfortunately updating OTRS versions will not be possible at this time. Is there any way to load the interface I made in Perl manually or modify anything where OTRS is hosted so what I wrote with PyOTRS will hit it and return what I need?

HI,

When you want to use PyOTRS then you need a provider in the web service, not an invoker. Regular ticket operations are part of your version.

- Roy

[ATD39401]

I thought I had already set that up. Attached are screenshots showing what my REST provider settings currently look like.

[root]

Hi,

There are two unknown controller and their route mapping is .. let's say interesting. From where do you get them?
Just use the ticket search operation with parameters.

- Roy

[ATD39401]

To confirm, calling on the TicketSearch operation attached with the following parameters should return what I want, correct?

Code: Select all

https://[SITE]/otrs/nph-genericinterface.pl/Webservice/ConvCopier/Ticket/TicketSearch/:TicketID?QueueID=27&TicketCreateTimeNewerMinutes=43200&Title=%27Meter Readings Due%27?

[root]

To confirm, calling on the TicketSearch operation attached with the following parameters should return what I want, correct?

Code: Select all

https://[SITE]/otrs/nph-genericinterface.pl/Webservice/ConvCopier/Ticket/TicketSearch/:TicketID?QueueID=27&TicketCreateTimeNewerMinutes=43200&Title=%27Meter Readings Due%27?

Hi,

I do not know your Method for the ticket search operation. The :TicketID does not belong into the URL it's a placeholder. How does your Network properties look for this operation?

- Roy

[ATD39401]

I am currently trying to test this query using curl and adding header formatting as shown below.

Code: Select all

curl -v -H "Accept: application/json" "https://[SITE]/otrs/nph-genericinterface.pl/Webservice/ConvCopier/Ticket/TicketSearch?QueueID=27&TicketCreateTimeNewerMinutes=43200&Title=%27Meter Readings Due%27"

As for "network properties", do you mean how I format the header or the method through which I'm trying to make the API call?

[root]

Hi,

This call looks good, except the crdentials are missing - do not post them here
What is the result for this request?

- Roy

[ATD39401]

Yes, the credentials have been purposefully omitted. When I try this I get an error from curl saying that the URL is not formatted correctly, listed below.

Code: Select all

* URL rejected: Malformed input to a URL function
* Closing connection
curl: (3) URL rejected: Malformed input to a URL function

[root]

Hi,

Please export the webservice and upload it here.

- Roy

[ATD39401]

Sure, thank you Roy! Here's the current version.

EDIT: I generated a new web service to test but forgot some things so I made appropriate changes. Attached is the associated YAML file.

[ATD39401]

Quick addendum after re-reading the documentation: should my route for hitting the tickets I want be called as shown below?

Code: Select all

[HOST]/ConvCopierReports/TicketSearch?QueueID=27&TicketCreateTimeNewerMinutes=43200&Title=%27Meter+Readings+Due%27?[CREDENTIALS]

EDIT: long story short I should have encoded the spaces in the "Title" parameter appropriately for the URL. I admittedly got flustered and didn't even notice. I'm pulling the ticket IDs I need after making that change. Thanks everyone!