Direct link (for agents) to ticket by ticket number?

larsks

I'd like to configure some of our GitHub repositories with autolink references for our osticket system. Custom autolink references allow github to automatically map a pattern like OSTICKET-1234 to a corresponding URL. I've been trying to figure out how to construct a URL for a ticket from the ticket number, and I've been unsuccessful so far.

Given a ticket number (like "1234"), how can I build a link directly to that ticket? The actual URL ends up being something like https://osticket.example.com/scp/tickets.php?id=1338, where the internal ticket id is different from the ticket number.

ntozier

larsks Given a ticket number (like "1234"), how can I build a link directly to that ticket?

You can't.

short version
id=ost_ticket.ticket_id.
ticket number = ost_ticket.number.

Long version the ticket number is not the ticket id. The ticket_id is used to look up a ticket. So when you look at the ticket system and you see something like Ticket #1234 and mouse over it you will see the url/tickets.php?id=ticket_id. You would need to look up the relationship first.

Actually, you might be able to cheat this by having the two be the same... but if someone deleted a ticket from the system I think that it would cause a mismatch. i.e. if number 1234 was also ticket_id 1234

ehk20

Somehow we've made this work before realising it wasn't supposed to be possible! 😅

The background is that we wanted to be able to print some QR codes based on a ticket number sequence (ie. 22001 to 22999) This can then be used to link an object to a 'registration' ticket.

This is what we did in apache to make the redirect work without doing the lookup to the actual ticket_ID:

scp/tickets.php?a=search&search-type=typeahead&number=22001

I didn't construct this myself, so don't know the full limitations here, but I assume we count on our 22nnn sequence being unique across our install (which we can reasonably do).

Not ideal but better than having to do a join to get the actual ticket_id for this purpose (since it's a .htaccess URL rewrite). In an ideal world I would love to have a native isTicket construct that can bring a ticket up based on "topicId" + ticket "number" but for now this seem to do the job.

KevinTheJedi

ehk20

That should be possible in v2.0 when we have fully RESTful API.

Cheers.