RangerMSP Business Automation for successful ITs

 
June 23rd, 2020, 08:37 AM
northwestmsp
 
Posts: 157
Can we link to ticket by ticket number? I.E. https://commit.acme.com/?ticketid=0500-1234
 
June 23rd, 2020, 11:10 AM
Support Team
 
Posts: 7,510
Thank you for posting this.*

The following URL structure would work, basing the lookup on the record ID of the Ticket.

Here is an example:

http://crm.yourdomain.com:4961?cmtAction=View&cmtRecId=TK T12345678901234567

Hope this helps!
 
June 24th, 2020, 06:47 AM
northwestmsp
 
Posts: 157
This doesn't help when working with external data (i.e. CSTAT). Really need a direct to ticket link option based on ticket#.
 
June 24th, 2020, 06:58 AM
Support Team
 
Posts: 7,510
Makes sense. Noted and be considered! Thanks.
 
June 28th, 2020, 07:43 AM
northwestmsp
 
Posts: 157
Adding to this, we really need the ability to use the ticket# in an XML email to do automation with Zappier, client helpdesks, etc. Would be HUGE if we could reference actual ticket number in API/XML calls/emails.
 
June 29th, 2020, 06:01 AM
Support Team
 
Posts: 7,510
Noted as well. Thanks.
 
July 14th, 2020, 06:25 PM
northwestmsp
 
Posts: 157
If all I had was two pieces of information, what would be the most efficient method (via XML) to handle the following:

Add a History Note To Existing Ticket with only: Ticket Number [0500-10000] & Note [blablabla]

????
 
July 15th, 2020, 06:00 AM
Support Team
 
Posts: 7,510
Mmm, the XML API transaction for adding a History Note requires the Ticket Record ID unlike the Ticket number. Using numbers here for the API will unfortunately not work.
 
July 16th, 2020, 09:06 AM
Support Team
 
Posts: 7,510
UPDATE: It may actually work with the Ticket # here. Please give it another try and in case it does not work please share your app log files (the /Logs folder, zipped) with us over email (support@) so we'll try to learn what the exact problem is.
 
July 17th, 2020, 09:43 AM
northwestmsp
 
Posts: 157
Can you post an example XML email I should try (base structure, with 0500-XXXXX as a placeholder)?
 
July 17th, 2020, 12:44 PM
Support Team
 
Posts: 7,510
Here you go (for version 25+):

<?xml version="1.0" ?>
<?crmxml version = "1.0" ?>
<CRMTransaction>
<ExternalApplicationName>CmtXmlApi</ExternalApplicationName>
<SendResponseToEmail>my@mail.com</SendResponseToEmail>
<Password>the-predefined-api-password</Password>
<DataKind>HISTORY-NOTE</DataKind>
<RecordData>

<FLDHISNOTEDATETIME>17/07/2020 11:15</FLDHISNOTEDATETIME>
<FLDHISWORKERID>CRDQ93UFMA072UI6U6RW</FLDHISWORKERID>
<FLDHISLINKRECID>0500-1007</FLDHISLINKRECID>
<FLDHISDESCRIPTION>MY DESCRIPTION</FLDHISDESCRIPTION>

</RecordData>
</CRMTransaction>
 
July 21st, 2020, 07:57 AM
northwestmsp
 
Posts: 157
Impressive, it works! Suggestion for improvement... allow filtering in API server to provide multiple passwords with levels of restricted access (i.e. no reply, no data extraction, submittal only, etc.).

Also would be nice to provide list of approved email addresses (another level of security). Right now even having this XML email API activated gives me heartache from a security standpoint.
 
July 21st, 2020, 10:58 AM
Support Team
 
Posts: 7,510
Great! You're welcome and thank you for the update. Ideas noted. Thanks.
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