osTicket API

init_

Hi there! We want to create ticket via API. We have asterisk PBX and group Technical Support.
We want a logic:
1) If incoming call answered by subnumber 201 - this ticket autoassigned to Manager X
2) If incoming call answered by subnumber 202 - this ticket autoassigned to Manager Y
3) If incoming call not answered by any managers - this ticket autoassigned to group Techincal Support
We are load all our clients from billing system to osTicket with telephone numbers, and script on Asterisk will check osTicket database this number and incoming number, if it match - > we should to create ticket with identified client, if not match -> we should to create ticket with no identified client, but insert to client user Technical Support then.

All ok, but i cannot understand how via API i can assign tickets to managers, and how to create ticket from identified user?
As i understand by documentation <name>Angry User</name> this is randomly user, Right? Its not a user in osTicket database? Because we can have two identically names in database, and only emails and telephone numbers could be uniq.

Thank you for your time ?

ntozier

the open Ticket API does not assign tickets. It simply opens them.

Once you got that working you could setup a Ticket Filter to assign it to the Agent that you want it assigned to. I presume that you would use a custom subject or something when creating it so it should be pretty easy to filter it to the right person.

init_

ntozier you are wrong, i solved this
for department you must know id group, then in API assignId row must be tX (where X id of group), and for staff you must know id staff, then in API assignId row must be sX (where X id of staff).

ntozier

Interesting. That is not in the docs.
https://github.com/osTicket/osTicket/blob/43bf186db9e85c8ec218158ea4c0bc3e90bbe3eb/setup/doc/api/tickets.md

init_

ntozier im understand, but this works fine ?

ntozier

Great. ?