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Chuck P
Joined Jan 02, 2023
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Last activity Jan 04, 2023
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Latest activity by Chuck P
Chuck P created a post,
Our application requires the use of field labels that are displayed within a ticketing page.
After reading through the documentation and testing the `ticket_fields` API, it appears that only specific fields are available (subject, description, status, etc). Also the `user_fields` API only returns custom fields.
Are there APIs available that return additional field labels, specifically the field labels highlighted in red?
Posted Jan 04, 2023 · Chuck P
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Chuck P commented,
Thanks for your responses, this gives me a better idea of what is and isn't possible with search API.
We've tested the user API as an alternative way to fetch assigned ticket data without the indexing delays that were mentioned, so we know this method works.
What was nice about the search API is that we were able to fetch relevant data pertaining to a ticket all at once. However, I think our current problem is that we would like a way to be able fetch a user's assigned tickets and include/side-load user identity data as well (eg requestor's primary email, and phone number).
My initial thinking is that we would first have to fetch all of the user's assigned tickets, then process an API request for user identities for each ticket.
Please correct me if I'm wrong, but it seems that this isn't currently possible with a single API request (search API, users API, or ticketing API)?
If you have any other suggestions, we are open to any other ideas you might have.
View comment · Posted Jan 03, 2023 · Chuck P
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Chuck P created a post,
I'm looking for a way to obtain additional User data (primary email, primary phone, etc) when requesting tickets assigned to a particular user id.
The search API provides a way to include some of the User data in the response, but it looks like only one email and phone number are returned when doing the following type of search query:
Ideally, I'd like to get all of the email addresses and phone numbers for all the users (requester, submitter, etc) in an assigned ticket within one API request.
The data I'm after appears to be in a User Identities API request, however this would require that I make multiple API requests for a single ticket.
Are there any suggested or simplified ways of obtaining User Identities for an assigned ticket in a single API call?
Posted Jan 02, 2023 · Chuck P
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Chuck P created a post,
There seems to be a substantial delay in the Search API vs the Users API when querying the same data, in the case that I've found, the tickets that are assigned to a specific user.
For example, if I create a new ticket in the system, assign it to a user and use the User API to request tickets assigned to that user with the following query:
users/(some user id)/tickets/assigned?sort_by=updated_at&sort_order=desc
I will immediately see the new ticket that I just created in the API response, which is exactly what I expect to happen.
However, if I use the Search API to request the tickets assigned to a user using the following query:
search.json?include=tickets(users)&query=type:ticket,status:open,sort:updated,order_by:desc,assignee:(some user id)
There will be a significant delay in between when I created the new ticket, and when I actually see it in the Search API response. In my experience it takes several minutes to finally be returned in the response.
I've found that the Search API is very useful for combining datasets and simplifies complex API requests, however the delay mentioned above is an issue for our application.
My questions are:
- Is this expected API behavior / is it a known issue?
- If so, can we expect any updates in the near term that will remove or reduce this delay?
- Since obtaining the most recent tickets assigned to a user may require multiple API calls (with the method above). Are there any other alternative or suggested solutions for obtaining the most up-to-date tickets assigned to a user without a significant delay? Using a single API request is preferable.
Posted Jan 02, 2023 · Chuck P
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