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frmTicket.aspx Parameters
Question asked by Ben Santiardo - 7/16/2021 at 7:42 AM
Unanswered
Hello,

I can't seem to find any documentation on this form "frmTicket.aspx" ... I am currently using it, and I remember I had to "fudge" my way to figuring it out.

My quest is ... I have Custom Fields on my tickets, that I would like to pre-fill/pre-select when I use frmTicket.aspx to create a new ticket. What are the QueryString parameters to use to do this? Is it possible? It would be a great ability for my clients, as my clients have a business website that they "integrate" with the HelpDesk for automation (ie: Auto Create CallLogs and Tickets using links and pre-fill as much data into the new item as possible). The only thing so far I haven't figured out is how to tell a Custom Field what value to use when it opens a new ticket using a website link as described above.

Does anyone have any insight on this?
____________________________________
Ben Santiardo, Senior Programmer Analyst
Eastern Suffolk BOCES

6 Replies

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0
Ben Santiardo Replied
::Bump::

Nothing, not a single response in five days? Hello? Anyone?

I thought SmarterTools had agents watching this forum?
____________________________________
Ben Santiardo, Senior Programmer Analyst
Eastern Suffolk BOCES
1
Kyle Kerst Replied
Employee Post
Hello Ben. While we do have agents keeping an eye on the community, custom development is not something we're well versed in here in Support, and so this is why we recommend posting these types of queries to our community so other developers can comment and offer suggestions. It is unfortunate that no one has had any feedback to offer, and I hope my response may help bump it once more for further guidance. With that being said, I wanted to offer some guidance that I believe should get you going in the right direction. The recommended way to approach this task is to leverage our API, and I recommend you evaluate our API documentation which I've linked below:


This link describes the svcTickets API method which can be used to create the ticket, update the ticket, and get/set the custom field values among other functions. For instance, the GetTicketCustomFields method can be used to obtain the Custom Field template for the ticket, and the SetTicketCustomFields method can be used to update their values once you have a list of fields available:

https://support.your-domain.com/Services2/#svcTickets_SetTicketCustomFields

I hope this helps Ben! Have a great rest of your week!
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
2
echoDreamz Replied
And it’s just comes off as rude when saying things like Hello? Anyone?
1
Ben Santiardo Replied
Kyle,

Thank you for responding. The thing with the API ... it would not "open" the ticket window. If I understand the process correctly, it would only create the ticket within the database. The method I was using would open a new ticket in a popup window and it wouldn't actually create the ticket until the user his "Send". I liked this method because it allowed a user to "cancel" the ticket if they clicked the button to create one by mistake.

If I were to use the API, how would I be able to get the ticket window to popup?


echoDreamz,

Thanks for your contribution to the conversation. :-/
____________________________________
Ben Santiardo, Senior Programmer Analyst
Eastern Suffolk BOCES
0
Kyle Kerst Replied
Employee Post
Ben,

You're very welcome, support (and a large percentage of our users/admins) are always happy to lend a hand where possible. You are correct, this API method would not pop up the new ticket window, as the ticket creation would happen in the background. That being said, you can certainly implement a compose window in your application and pass the fields configured there into the CreateTicket request. This would allow your users the opportunity to cancel the ticket as you've referenced, before hitting the final submit button that generates the API call. Hope that helps! :)
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
echoDreamz Replied
Ben, No problem :)

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