Support manager API

[Michael]

Is there a way to extend the support manager to create a ticket or will it be best to use the API and if it's the API how is the best way to do it?

I saw @Blesta Addons did this and I edited it but I'm trying to start a ticket?
 

$reply_data = array(
              'ticket_id'=> NULL,
              'vars' => array(
                  'ticket_id'=>null,
                  'staff_id' => null,
                  'client_id' => $data['client_id'],
                  'contact_id' => null,
                  'type' => "reply",
                  'details' => $data['content'],
                  'status' => "open",
                  'staff_id' => null,
              ),
              'files' => null,
              'new_ticket' => true
          );
          $response = $api->post("support_manager.support_manager_tickets", "addReply", $reply_data);

Because I would like to set these up somehow:
- Subject
- Department

- priority

Thank you for your help.

[Jono]

Well I kinds depends.  If you are looking to do it through the API then you should first call SupportManagerTickets::add() like this

$ticket_data = [
    'vars' => [
        'department_id' => 1,
        'staff_id' => 1,  // This field is optional
        'service_id' => 1,  // This field is optional
        'client_id' => 1,  // This field is optional
        'email' => 'firsttes@mailinator.com',  // This field is optional
        'summary' => 'Something is terribly wrong',
        'priority' => 'critical',
        'status' => 'open'
    ]
]

$ticket = $api->post("support_manager.support_manager_tickets", "add", $ticket_data);

On the other hand, if you are within Blesta you should be able to use the loader to access the model even though it's from a plugin.  In a controller that would look like this

$ticket_data = [
    'department_id' => 1,
    'staff_id' => 1,  // This field is optional
    'service_id' => 1,  // This field is optional
    'client_id' => 1,  // This field is optional
    'email' => 'firsttes@mailinator.com',  // This field is optional
    'summary' => 'Something is terribly wrong',
    'priority' => 'critical',
    'status' => 'open'
];

$this->uses(['SupportManager.SupportManagerTickets']);
$ticket = $this->SupportManagerTickets->add($ticket_data);

[Michael]

Thank you Jonathan mate

[Michael]

@Jono sorry mate how do we add the ticket content because we can't add 'details' to the ticket?

[Tyson]

There are two separate calls you need to make:

1. Create a ticket (as @Jono mentioned above)
2. Create a reply for the ticket (as you did in your OP).
   1. FYI the first question from a customer that opens the ticket represents the first reply

[Michael]

  On 2/25/2019 at 6:30 PM, Tyson said:

There are two separate calls you need to make:

1. Create a ticket (as @Jono mentioned above)
2. Create a reply for the ticket (as you did in your OP).
   1. FYI the first question from a customer that opens the ticket represents the first reply

Expand  

Thanks mate. Is there a way to redirect to another function in Blesta for example:

<?php

public function index(){
  if($success == true){
      return self::success();
  }
}

public function success(){
	//run this function?
}

?>

 

[Tyson]

  On 2/25/2019 at 6:39 PM, Blesta.Store said:

Thanks mate. Is there a way to redirect to another function in Blesta for example:

<?php

public function index(){
  if($success == true){
      return self::success();
  }
}

public function success(){
	//run this function?
}

?>

 

Expand  

Your example mixes procedural and class syntax, so I'm not sure if you're running individual functions or if those are methods in a class.

If you are writing procedural functions, simply:

return success();

otherwise for one class method to call another non-statically:

return $this->success();

 

[Michael]

Thanks Tyson mate I'll try both

[Michael]

Thanks @Tyson mate that return

$this->valid($client_info);

worked as I found I had to pass the variable through to the function to show the information on the views.

However submitting another form it tries to run the first form post in the index function and not the post in the success function do I need to set something up on the forms to call each one?

<?php
class Validate extends SupportController
{
  public function index(){
      if (!empty($this->post)) {
		$data2 = (isset($this->post) ? $this->post : '');
		if($data2){
			return $this->valid($data2);
		}
      }
  }
  public function valid($data2){
	if (!empty($this->post)) {
		$data = (isset($this->post) ? $this->post : '');
		if($data){
			return true;
		}
	}
  }
}

both of the forms have this in the views:
 

<?php
	$this->Form->create(null, ['id' => 'validate', 'enctype' => 'multipart/form-data']);
?>

<?php
	$this->Form->create(null, ['id' => 'support_ticket', 'enctype' => 'multipart/form-data']);
?>

 

[Tyson]

It sounds like you want to POST each form to a separate location.

<?php
// POST to the valid method
$this->Form->create('/validate/valid/', [...]);
...
$this->Form->end();

// POST to the index method
$this->Form->create(null, [...]);
...
$this->Form->end();

Your Validate::valid() method really shouldn't require an argument if you want to POST to it

[Michael]

Thanks mate

[Richzendy]

Hi all,

How this:

$this->uses(['SupportManager.SupportManagerTickets']);

Can be used from a module? i can make a button on a client tab just to create a ticket with a format to require something with a pre-defined data.

[Abdy]

  On 6/10/2020 at 3:46 PM, Richzendy said:

Hi all,

How this:

$this->uses(['SupportManager.SupportManagerTickets']);

Can be used from a module? i can make a button on a client tab just to create a ticket with a format to require something with a pre-defined data.

Expand  

Try using

Loader::loadModels($this, ['SupportManager.SupportManagerTickets']);

This is due to $this->uses() is not accessible from a module.

[Richzendy]

  On 6/10/2020 at 4:12 PM, Abdy said:

Try using

Loader::loadModels($this, ['SupportManager.SupportManagerTickets']);

This is due to $this->uses() is not accessible from a module.

Expand  

Hi! thank you, is working now, but to create a new ticket a details is needed, this can be all code to create a new ticket:

$ticket_data = [
    'department_id' => 1,
    'staff_id' => 1,  // This field is optional
    'service_id' => 38,  // This field is optional
    'client_id' => 1,  // This field is optional
    'summary' => 'This a new Requirement',
    'priority' => 'high',
    'status' => 'open',
];

$ticket_repply = [
    'details'   => 'Hi, I need a new Requirement'
];

Loader::loadModels($this, ['SupportManager.SupportManagerTickets']);

$ticket = $this->SupportManagerTickets->add($ticket_data);

if (!is_null($ticket)) {
	$this->SupportManagerTickets->addReply($ticket,$ticket_repply);
}

[Manuel]

Hello,
 

A idea below... it works.

<?php
require_once "blesta_api.php";

$user = "apiuser";
$key = "apipw";
$url = "https://domain.tld/api/";

$clientmail = "test@demo.tld";
$ticketsummary = "This is a test.";
$ticketmsg = "Hello, I am unable to login. Please help!!";

$ticket_data = [
    'vars' => [
        'department_id' => 1,
        'staff_id' => 1,  // optional, set staffID
        'service_id' => null,  // optional
        'client_id' => null,  // optional
        'email' => $clientmail,  // optional
        'summary' => $ticketsummary,
        'priority' => 'critical',
        'status' => 'open'
    ]
];

$api = new BlestaApi($url, $user, $key);

$ticket = $api->post("support_manager.support_manager_tickets", "add", $ticket_data);

$zzid = $ticket->response();

$reply_data = array(
    'ticket_id'=> $zzid,
    'vars' => array(
        'ticket_id'=> $zzid,
        'staff_id' => null,
        'client_id' => null,
        'contact_id' => null,
        'type' => "reply",
        'details' => $ticketmsg,
        'status' => "open",
        'staff_id' => null,
    ),
    'files' => null,
    'new_ticket' => false
);


$response = $api->post("support_manager.support_manager_tickets", "addReply", $reply_data);

?>