Save Ticket
Um ein Ticket anzulegen muss man zusätzlich zur ID auch einen Titel angeben. Im Schema ist der Titel nicht als mandatory markiert, weil man ihn sonst beim Editieren eines Tickets immer mit angeben müsste.
<ICQL xmlns="http://acmp.com/SaveTicketRequest_V1" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<ACMP>
<SaveTicket ActionType="Request" version="1">
<TSaveTicketRequest_V1 xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<Id>{59387FFD-B171-47C5-B735-041FA132CA39}</Id>
<RequesterId>{59387FFD-B171-47C5-B735-041FA132CA39}</RequesterId>
<Title>Title</Title>
<HtmlDescription>HtmlDescription</HtmlDescription>
<AssigneeId>{59387FFD-B171-47C5-B735-041FA132CA39}</AssigneeId>
<CategoryId>{59387FFD-B171-47C5-B735-041FA132CA39}</CategoryId>
<ImpactId>{59387FFD-B171-47C5-B735-041FA132CA39}</ImpactId>
<PriorityId>0</PriorityId>
<StateId>{59387FFD-B171-47C5-B735-041FA132CA39}</StateId>
<ResolutionId>{59387FFD-B171-47C5-B735-041FA132CA39}</ResolutionId>
<Keywords>Keywords</Keywords>
<CustomFieldValues>
<TCustomFieldValue_V1 xsi:type="TCustomFieldValue_V1">
<FieldId>{59387FFD-B171-47C5-B735-041FA132CA39}</FieldId>
<Value>Value</Value>
</TCustomFieldValue_V1>
<TCustomFieldValue_V1 xsi:type="TCustomFieldValue_V1">
<FieldId>{59387FFD-B171-47C5-B735-041FA132CA39}</FieldId>
<Value>Value</Value>
</TCustomFieldValue_V1>
</CustomFieldValues>
</TSaveTicketRequest_V1>
</SaveTicket>
</ACMP>
</ICQL>
Falls man einen mehrzeiligen Text in die Ticketbeschreibung angeben möchte, kann man dies folgendermaßen machen:
| <HtmlDescription> Hello <br /> World23 </HtmlDescription> |
<ICQL xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://acmp.com/SaveTicketResponse_V1">
<ACMP>
<SaveTicket ActionType="Response" version="1">
<TSaveTicketResponse_V1 xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<ResultCode>0</ResultCode>
<ResultMessage>ResultMessage</ResultMessage>
</TSaveTicketResponse_V1>
</SaveTicket>
</ACMP>
</ICQL>
<ICQL xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://acmp.com/SaveTicketRequest_V2">
<ACMP>
<SaveTicket ActionType="Request" version="2">
<TSaveTicketRequest_V2 xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<Ticket xsi:type="TTicket_V1">
<ID>{59387FFD-B171-47C5-B735-041FA132CA39}</ID>
<IntTicketId>0</IntTicketId>
<Requester xsi:type="TContactInfo_V1">
<ID>{59387FFD-B171-47C5-B735-041FA132CA39}</ID>
</Requester>
<Title>Title</Title>
<HtmlDescription>HtmlDescription</HtmlDescription>
<Assignee xsi:type="TContactInfo_V1">
<ID>{59387FFD-B171-47C5-B735-041FA132CA39}</ID>
</Assignee>
<CategoryId>{59387FFD-B171-47C5-B735-041FA132CA39}</CategoryId>
<ImpactId>{59387FFD-B171-47C5-B735-041FA132CA39}</ImpactId>
<PriorityId>0</PriorityId>
<StateId>{59387FFD-B171-47C5-B735-041FA132CA39}</StateId>
<ResolutionId>{59387FFD-B171-47C5-B735-041FA132CA39}</ResolutionId>
<Keywords>Keywords</Keywords>
<CustomFieldValues>
<TCustomFieldValue_V1 xsi:type="TCustomFieldValue_V1">
<FieldId>{59387FFD-B171-47C5-B735-041FA132CA39}</FieldId>
<Value>Value</Value>
</TCustomFieldValue_V1>
<TCustomFieldValue_V1 xsi:type="TCustomFieldValue_V1">
<FieldId>{59387FFD-B171-47C5-B735-041FA132CA39}</FieldId>
<Value>Value</Value>
</TCustomFieldValue_V1>
</CustomFieldValues>
</Ticket>
</TSaveTicketRequest_V2>
</SaveTicket>
</ACMP>
</ICQL>
<ICQL xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://acmp.com/SaveTicketResponse_V2">
<ACMP>
<SaveTicket ActionType="Response" version="2">
<TSaveTicketResponse_V2 xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<ResultCode>0</ResultCode>
<ResultMessage>ResultMessage</ResultMessage>
</TSaveTicketResponse_V2>
</SaveTicket>
</ACMP>
</ICQL>
Beim Speichern eines Tickets werden vom Assignee nur die Felder "ID" und "AssigneeIsGroup" berücksichtigt. Name, Description, Email, UserType und Rollen eines Users oder einer Gruppe können nicht über dieses Command geändert werden.
<ICQL xmlns:xsi="
http://www.w3.org/2001/XMLSchema-instance" xmlns="
http://acmp.com/SaveTicketResponse_V3">
<ACMP>
<SaveTicket ActionType="Response" version="3">
<TSaveTicketResponse_V3 xmlns:xsi="
http://www.w3.org/2001/XMLSchema-instance">
<ResultCode>0</ResultCode>
<ResultMessage>ResultMessage</ResultMessage>
</TSaveTicketResponse_V3>
</SaveTicket>
</ACMP>
</ICQL>
<ICQL xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://acmp.com/SaveTicketResponse_V3">
<ACMP>
<SaveTicket ActionType="Response" version="3">
<TSaveTicketResponse_V3 xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<ResultCode>0</ResultCode>
<ResultMessage>ResultMessage</ResultMessage>
</TSaveTicketResponse_V3>
</SaveTicket>
</ACMP>
</ICQL>
<ICQL xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://acmp.com/SaveTicketResponse_V3">
<ACMP>
<SaveTicket ActionType="Response" version="3">
<TSaveTicketResponse_V3 xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<ResultCode>0</ResultCode>
<ResultMessage>ResultMessage</ResultMessage>
</TSaveTicketResponse_V3>
</SaveTicket>
</ACMP>
</ICQL>
<ICQL xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://acmp.com/SaveTicketResponse_V3">
<ACMP>
<SaveTicket ActionType="Response" version="3">
<TSaveTicketResponse_V3 xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<ResultCode>0</ResultCode>
<ResultMessage>ResultMessage</ResultMessage>
</TSaveTicketResponse_V3>
</SaveTicket>
</ACMP>
</ICQL>
<ICQL xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://acmp.com/SaveTicketResponse_V3">
<ACMP>
<SaveTicket ActionType="Response" version="3">
<TSaveTicketResponse_V3 xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<ResultCode>0</ResultCode>
<ResultMessage>ResultMessage</ResultMessage>
</TSaveTicketResponse_V3>
</SaveTicket>
</ACMP>
</ICQL>
<ICQL xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://acmp.com/SaveTicketResponse_V3">
<ACMP>
<SaveTicket ActionType="Response" version="3">
<TSaveTicketResponse_V3 xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<ResultCode>0</ResultCode>
<ResultMessage>ResultMessage</ResultMessage>
</TSaveTicketResponse_V3>
</SaveTicket>
</ACMP>
</ICQL>
<ICQL xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://acmp.com/SaveTicketResponse_V3">
<ACMP>
<SaveTicket ActionType="Response" version="3">
<TSaveTicketResponse_V3 xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<ResultCode>0</ResultCode>
<ResultMessage>ResultMessage</ResultMessage>
</TSaveTicketResponse_V3>
</SaveTicket>
</ACMP>
</ICQL>
<ICQL xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://acmp.com/SaveTicketResponse_V3">
<ACMP>
<SaveTicket ActionType="Response" version="3">
<TSaveTicketResponse_V3 xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<ResultCode>0</ResultCode>
<ResultMessage>ResultMessage</ResultMessage>
</TSaveTicketResponse_V3>
</SaveTicket>
</ACMP>
</ICQL>
<ICQL xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://acmp.com/SaveTicketRequest_V4">
<ACMP>
<SaveTicket ActionType="Request" version="4">
<TSaveTicketRequest_V4 xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<Ticket xsi:type="TTicket_V4">
<ID>{59387FFD-B171-47C5-B735-041FA132CA39}</ID>
<Requester xsi:type="TContactInfo_V1">
<ID>{59387FFD-B171-47C5-B735-041FA132CA39}</ID>
</Requester>
<Title>Title</Title>
<HtmlDescription>HtmlDescription</HtmlDescription>
<Assignee xsi:type="TAssigneeInfo_V1">
<Id>{59387FFD-B171-47C5-B735-041FA132CA39}</Id>
<AssigneeIsGroup>false</AssigneeIsGroup>
</Assignee>
<CategoryId>{59387FFD-B171-47C5-B735-041FA132CA39}</CategoryId>
<ImpactId>{59387FFD-B171-47C5-B735-041FA132CA39}</ImpactId>
<PriorityId>0</PriorityId>
<StateId>{59387FFD-B171-47C5-B735-041FA132CA39}</StateId>
<ResolutionId>ResolutionId</ResolutionId>
<Keywords>Keywords</Keywords>
<CustomFieldValues>
<TCustomFieldValue_V1 xsi:type="TCustomFieldValue_V1">
<FieldId>{59387FFD-B171-47C5-B735-041FA132CA39}</FieldId>
<Value>Value</Value>
</TCustomFieldValue_V1>
<TCustomFieldValue_V1 xsi:type="TCustomFieldValue_V1">
<FieldId>{59387FFD-B171-47C5-B735-041FA132CA39}</FieldId>
<Value>Value</Value>
</TCustomFieldValue_V1>
</CustomFieldValues>
<Escalation xsi:type="TTicketEscalation_V1">
<Id>{59387FFD-B171-47C5-B735-041FA132CA39}</Id>
</Escalation>
<ScheduledForResubmission>false</ScheduledForResubmission>
<Resubmission xsi:type="TTicketResubmission_V1">
<Subject>Subject</Subject>
<Content>Content</Content>
<ExpirationDate>1899-12-30T00:00:00.000Z</ExpirationDate>
<Due>Pending</Due>
</Resubmission>
<PlainDescription>PlainDescription</PlainDescription>
<TemplateId>{59387FFD-B171-47C5-B735-041FA132CA39}</TemplateId>
</Ticket>
</TSaveTicketRequest_V4>
</SaveTicket>
</ACMP>
</ICQL>
Beim Speichern eines Tickets werden vom Assignee nur die Felder "ID" und "AssigneeIsGroup" berücksichtigt. Name, Description, Email, UserType und Rollen eines Users oder einer Gruppe können nicht über dieses Command geändert werden.
Wenn das verwendete Template als Status "Geschlossen" gesetzt hat, wird dies nicht von der API berücksichtigt. In diesem Fall muss die aufrufende Stelle im Anschluss an das SaveTicket_V4 Command noch ein CloseTicket_V1 Command schicken.
<ICQL xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://acmp.com/SaveTicketResponse_V4">
<ACMP>
<SaveTicket ActionType="Response" version="4">
<TSaveTicketResponse_V4 xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<ResultCode>0</ResultCode>
<ResultMessage>ResultMessage</ResultMessage>
</TSaveTicketResponse_V4>
</SaveTicket>
</ACMP>
</ICQL>
CloseTicket
Pflichtfelder:
TicketId, Assignee
Für dieses Command gibt es ein paar Felder, die unter bestimmten Voraussetzungen gesetzt sein müssen, da sonst der Request nicht valide ist.
ResolutionId: Wenn in den ACMP Einstellungen Resolutionen aktiviert sind, dann muss dieses Feld die Id einer Resolution beinhalten.
Comment: Wenn in den ACMP Einstellungen ein Kommentar zum Schließen eines Tickets erzwungen wird, dann muss dieses Feld ein Kommentarobjekt beinhalten bei dem die Felder Id und Text befüllt sein müssen. Die TicketId des Kommentarobjekts wird an dieser Stelle ignoriert.
WorkingTime: Wenn in den ACMP Einstellungen Arbeitszeiten für Tickets aktiviert sind und eine Arbeitszeit zum Schließen eines Tickets erzwungen wird, dann muss dieses Feld ein Arbeitszeitobjekt beinhalten bei dem die Felder Id, TicketId, Executor, StartDate und EndDate befüllt sind. StartDate muss kleiner sein als EndDate.
<ICQL xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://acmp.com/CloseTicketRequest_V1">
<ACMP>
<CloseTicket ActionType="Request" version="1">
<TCloseTicketRequest_V1 xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<TicketId>{59387FFD-B171-47C5-B735-041FA132CA39}</TicketId>
<Comment xsi:type="TTicketComment_V3">
<ID>{59387FFD-B171-47C5-B735-041FA132CA39}</ID>
<TicketId>{59387FFD-B171-47C5-B735-041FA132CA39}</TicketId>
<IsPlainText>false</IsPlainText>
<CommentText>CommentText</CommentText>
<IsPublic>false</IsPublic>
<PublicRecipient>PublicRecipient</PublicRecipient>
<PublicCC>PublicCC</PublicCC>
<PublicBCC>PublicBCC</PublicBCC>
<IsVisibleForWeb>true</IsVisibleForWeb>
</Comment>
<CategoryId>{59387FFD-B171-47C5-B735-041FA132CA39}</CategoryId>
<Assignee xsi:type="TAssigneeInfo_V1">
<Id>{59387FFD-B171-47C5-B735-041FA132CA39}</Id>
<Name>Name</Name>
<AssigneeIsGroup>false</AssigneeIsGroup>
<Roles/>
</Assignee>
<ResolutionId>ResolutionId</ResolutionId>
<CloseLinkedTicketIds>
<string>{59387FFD-B171-47C5-B735-041FA132CA39}</string>
<string>{69387FFD-B171-47C5-B735-041FA132CA39}</string>
</CloseLinkedTicketIds>
<WorkingTime xsi:type="TTicketWorkingTime_V1">
<ID>{59387FFD-B171-47C5-B735-041FA132CA39}</ID>
<StartDate>1899-12-30T00:00:00.000Z</StartDate>
<EndDate>1899-12-30T00:00:00.000Z</EndDate>
<Description>Description</Description>
<Executor xsi:type="TContactInfo_V1">
<ID>{59387FFD-B171-47C5-B735-041FA132CA39}</ID>
</Executor>
</WorkingTime>
</TCloseTicketRequest_V1>
</CloseTicket>
</ACMP>
</ICQL>
<ICQL xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://acmp.com/CloseTicketResponse_V1">
<ACMP>
<CloseTicket ActionType="Response" version="1">
<TCloseTicketResponse_V1 xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<ResultCode>0</ResultCode>
<ResultMessage>ResultMessage</ResultMessage>
</TCloseTicketResponse_V1>
</CloseTicket>
</ACMP>
</ICQL>
ReopenTicket
<ICQL xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://acmp.com/ReopenTicketRequest_V1">
<ACMP>
<ReopenTicket ActionType="Request" version="1">
<TReopenTicketRequest_V1 xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<TicketId>{59387FFD-B171-47C5-B735-041FA132CA39}</TicketId>
</TReopenTicketRequest_V1>
</ReopenTicket>
</ACMP>
</ICQL>
<ICQL xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://acmp.com/ReopenTicketResponse_V1">
<ACMP>
<ReopenTicket ActionType="Response" version="1">
<TReopenTicketResponse_V1 xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<ResultCode>0</ResultCode>
<ResultMessage>ResultMessage</ResultMessage>
</TReopenTicketResponse_V1>
</ReopenTicket>
</ACMP>
</ICQL>
