Applies to API Package: Fabrick Platform Support Tickets v4.0 by Fabrick Platform

This article provides a quick reference that will help you integrate your backend with Fabrick Platform Support Tickets.

The intended reader for the following contents is a CTO or a developer working to integrate the Support tickets backend.

The following sections assume that you have already successfully onboarded on Fabrick Platform.

Introduction

The Fabrick Platform Support Tickets is a simply and easy solution that allows you to include ticket management and maintenance in your platform, in order to automate your workflows and processes.

The solution supply  the following operations

• Create a new ticket
• Search for a single ticket or all the tickets
• Add a comment, as text or as file 
• Add a participant
  
  

Managing Tickets

In order to successfully integrate the Fabrick Platform Support Tickets, you will need the following data:

• Your ServiceDeskId:  this is the identification code of your project and it permit to interact with the Fabrick Platform Support Tickets solution. After the activation of the Support,  your project will be create and your  service Desk code will been released to you.
  
  
• Your RequestTypeId: the identification code for the type of request that are present in your project.
  Each project consists of one or more type of request, each identify by a single code: the type of request define which are the  fields of the request, what type they are and if they are mandatory or not.
  To facilitate it is given the following endpoint

  GET RequestTypeFields

  which will return all the information about the request type's fields and the permission details.
  
  

Create a ticket

POST Request

 This end point grant to the user the possibility to create a ticket on his name or on behalf of an other customer.
For each ticket the user need to provide a list of details ( Title,  Description, environment, priority, etc ) which has been customize for the project.
It is also possible to

• attach explanatory files, such as word documents, screen shots, etc ...
• add wathcers/participants involved in the issue

Search tickets

1.  Get  single ticket

   Get Request

   This end point retrieve all the information related to a single ticket using his id.

2.  Search all tickets

   Search Requests

   This end point retrieve the information for all the tickets selected based on the search parameters.
   The search can be filter base on:

   1. • searchTerm:
        Filters tickets where the request summary matches the searchTerm.
        Wildcards  can be used in the searchTerm parameter.
      • requestOwnership:
        the requests are filtered based on the ownership ( if the user is the creator or a participant )
      • requestStatus: the requests are filtered on the status ( Open / Closed )
      • expand: A multi-value parameter indicating which properties of the customer request will be  expand

Manage Comments

1. Add comment

   Post comment

   This end point add a text comment to a ticket.
   
   

2.  Search comment

   Search comments

   This end point retrieve all the comments related to a ticket.
   It is possible to expand the search including all the attachments.

Manage Attachments

1. Create a temporaryFile 

   POST temporaryFile

   This method adds one or more temporary attachments to a service desk, which can then be permanently attached to a customer request using the add attachment

   
   
2. Add attachment

   Post attachment

   This end point add one or more files and a  comment to a ticket.
   The file should be already present in the serviceDesk, so this method permit to attached permanently to a ticket.
   
   

3.  Search attachments

   getattachments

   This end point retrieve all the attachments related to a ticket.

Manage Partecipants

1. Add participants

   Post participants

   This end point add a participant to a ticket.
   
   

2.  Search participant

   Search participant

   This end point retrieve all the participants related to a service Desk.
   
   

3.  Delete participant

   Delete  participant

   This end point  delete a participants from a request.

Manage Customer

1. Add customer

   Post customer

   This end point add a customer to a service desk.
   To add a customer the user must have grant admin 
   
   

2.  Search customer

   Search customer

   This end point retrieve all the customer related to a service desk.