Get open ticket for user without using search API

image avatar

Nisha GAnesh

Data ultimo post: 10 set 2021

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!

0

1

1 commento

      image avatar

      Nisha GAnesh

      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!







      0

      Accedi per lasciare un commento.

      Non hai trovato quello che cerchi?

      Nuovo post