GetTicketDialogue()

Abstract

The GetTicketDialogue() API function is an XmlHttp function to obtain the dialogue for a given Ticket Id.  GetKBArticles () must be called after a successful LogonUser() API call in order to obtain the security token.

API Address

https://api.tracker-rms.com/WebAPI/XmlHttpGetTicketDialogue.aspx

Request Format

The input format XML for this function is as follows:

<?xml version="1.0"?>
<TrackerRMS>
    <WebAPI>
        <GetTicketDialogue>
            <UserCredentials>
                <SecurityToken></SecurityToken>
                <Username></Username>
                <Password></Password>
            </UserCredentials>
            <TicketId></TicketId>
        </GetTicketDialogue>
    </WebAPI>
</TrackerRMS>

 

Parameter Notes
<SecurityToken> This will be the 40 character security token obtained from the LogonUser() function
<Username> The username is typically the email address for the user in the format name@domain.com
<Password> The password will be the same as their web based password and can contain a combination of upper case, lower case and alpha-numeric characters
<TicketId> The specific ticket id

 Response Format

The function will return the standard RequestStatus section along with the relevant Ticket Dialogue.

<?xml version="1.0"?>
<TrackerRMS>
    <WebAPI>
        <RequestStatus>
            <ReturnCode></ReturnCode>
            <ReturnDescription></ReturnDescription>
            <ReturnRecordCount></ReturnRecordCount>
        </RequestStatus>
        <GetTicketDialogue_Return>
            <TicketDialogue id="">
                <Dialogue id="">
                    <From type=""></From>
                    <DateTime></DateTime>
                    <DialogueText></DialogueText>
                    <Shared></Shared>
                    <Source></Source>
                    <Resolution></Resolution>
                    <TouchTime></TouchTime>
                </Dialogue>
                ...
            </TicketDialogue>
        </GetTicketDialogue_Return>
    </WebAPI>
</TrackerRMS>

 

Parameter Notes
<TicketDialogue> The dialogue container for the ticket id provided which is confirmed in the id attribute
<Dialogue> (collection) Within the <TicketDialogue> node is the individual <Dialogue> elements that contain the specific dialogue details such as dialogue id, date, text, person and so on.  The type attribute contains the From type, e.g. Contact, User, Resource or Alias

Example of a valid return:

In this example below the function returns the full ticket dialogue for the ticket id provided in the order the dialogue was received or generated.

<?xml version="1.0"?>
<TrackerRMS>
    <WebAPI>
        <RequestStatus>
            <ReturnCode>0</ReturnCode>
            <ReturnDescription>Success</ReturnDescription>
            <ReturnRecordCount>6</ReturnRecordCount>
        </RequestStatus>
        <GetTicketDialogue_Return>
            <TicketDialogue id="1234">
                <Dialogue id=”1”>
                    <From type="User">John Doe</From>
                    <DateTime>10/07/2014 08:14:02</DateTime>
                    <DialogueText><![CDATA[...HTML...]]></DialogueText>
                    <Shared>Yes</Shared>
                    <Source>Email</Source>
                    <Resolution>No</Resolution>
                    <TouchTime>0</TouchTime>
                </Dialogue>
                <Dialogue id=”2”>
                    <From type="Contact">Fred Bloggs</From>
                    <DateTime>11/07/2014 12:13:45</DateTime>
                    <DialogueText><![CDATA[...HTML...]]></DialogueText>
                    <Shared>Yes</Shared>
                    <Source>Email</Source>
                    <Resolution>Yes</Resolution>
                    <TouchTime>10</TouchTime>
                </Dialogue>
            </TicketDialogue>
        </GetTicketDialogue_Return>
    </WebAPI>
</TrackerRMS>