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.
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
In order to successfully integrate the Fabrick Platform Support Tickets, you will need the following data:
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.
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
GETwhich will return all the information about the request type's fields and the permission details.
Create a ticket
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
- Get single ticket
This end point retrieve all the information related to a single ticket using his id.
- Search all tickets
This end point retrieve the information for all the tickets selected based on the search parameters.
The search can be filter base on:
Filters tickets where the request summary matches the searchTerm.
Wildcards can be used in the searchTerm parameter.
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
- Add comment
This end point add a text comment to a ticket.
- Search comment
This end point retrieve all the comments related to a ticket.
It is possible to expand the search including all the attachments.
- Create a 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
- Add 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.
- Search attachments
This end point retrieve all the attachments related to a ticket.
- Add participants
This end point add a participant to a ticket.
- Search participant
This end point retrieve all the participants related to a service Desk.
- Delete participant
This end point delete a participants from a request.
- Add customer
This end point add a customer to a service desk.
To add a customer the user must have grant admin
- Search customer
This end point retrieve all the customer related to a service desk.