Get open ticket for user without using search API

10 de septiembre de 2021 14:19

Hi,

Is there anyway to implement getting opened tickets of an agent without using search API. I would like to use the sideload, but not succeeded yet.Looking for something similar to this:

t1  = client.tickets(include: [users: :open_ticket_count]).first
t1.assignee.open_ticket_count

Any help would be highly appreciated. Thank you!

1 Comentarios

Nisha GAnesh
- 11 de septiembre de 2021 09:57
I am able to see the details using the 'assigned_tickets' method, but 'open_ticket_count' method is not accessible for user. This is what I am seeing now.
```
 total_assigned_tickets = ticket.assignee.assigned_tickets.count => 3020
 open_tickets_count = ticket.assignee.assigned_tickets.select {|a| a.status == "open" }.count => 100
```
But this count in 'open_tickets_count' received above does not match with:
```
client.search(query: "status:open assignee:294").count => 2900
```
Both the cases the assignee_id is same. Also when I tried to find specific groups ticket like:
```
 groups_count = ticket.assignee.assigned_tickets.select {|a| a.group_id == "12345" }.count => 100
```
It returned 100 here , but using search query:
```
 client.search(query: "group_id:12345 assignee:294").count => 3020
```
So I am assuming a kind of pagination is applied when I do the count using select query. Not sure.

I am actually aiming for:
```
ticket.assignee.open_ticket_count
```
can anyone guide here. Thanks!
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