Web Services Documentation is version specific and may include services that have not been released to the public yet or are not available in the version you are using. For the most accurate information, log into your installation as the System Administrator and review the documentation contained in the Settings area. If you have any additional questions, please contact the sales department by emailing sales@smartertools.com.

https://portal.smartertools.com:443/Services2/svcCallLogs.asmx

This web service contains methods that add, edit, and delete call logs within SmarterTrack.

WSDL Definition

Functions
CreateCallLog2Adds a new call log as if it was added from the management interface.
DeleteCallLogDeletes an existing call log from SmarterTrack.
GetCallLogReturns the properties of a single call log.
GetCallLogByGroupReturns all call logs assigned to a specific group within a given time range.
GetCallLogByUserReturns all call logs assigned to a specific agent within a given time range.
ModifyCallLogModifies the properties of an existing call log.

CreateCallLog

View the full specification

OBSOLETE: CreateCallLog2 should be used instead. Support of obsolete functions will be discontinued in future versions, so continued use is not recommended.

CreateCallLog2

Adds a new call log as if it was added from the management interface. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
parametersString[]A list of one or more items, in key=value form, to use with the creation of this call log. Subject, GroupID, and UserID are the only required parameters. Keys can be any of the following:
  • Subject
  • PhoneNumber
  • CustomerName
  • EmailAddress
  • Description
  • DateStart
  • DateEnd
  • GroupID
  • UserID
  • IncomingCall - True if item was an incoming call, false if it was outgoing.

Returns CallLogIdResult

CallLogIdResultDescription
CallLogIdInt32The numeric ID of the call log.
CallNumberStringThe call number of the call log.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

DeleteCallLog

Deletes an existing call log from SmarterTrack. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
logIDInt32The numeric ID of the call log to delete.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetCallLog

Returns the properties of a single call log. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
logIDInt32The numeric ID of the call log for which you wish to retrieve properties.

Returns CallLogInfoResult

CallLogInfoResultDescription
CallLogCallLogInfoThe call log details returned from the function.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
CallLogInfoDescription
AgentIDInt32The numeric user ID of an agent to which the call log is assigned.
CallNumberStringThe textual identifier of the call (call log number)
CustomerNameStringName of the customer that the call was with.
DateCreatedDateTimeThe date and time that the call log was created, in GMT.
DateDeletedNullable<DateTime>If this field is not null, indicates when the call log was deleted, in GMT. If it is null, the call log is not deleted.
DescriptionStringFull description, or body, of the call log.
EmailAddressStringEmail address of the customer.
EndTimeDateTimeThe date and time that the call ended, in GMT.
GroupIDInt32The numeric group ID to which the call log is assigned.
IncomingCallBooleanTrue if the call was inbound. False if the call was outbound.
LogIDInt32The numeric ID of this call log.
PhoneNumberStringThe phone number
StartTimeDateTimeThe date and time that the call started, in GMT.
SubjectStringThe subject of the call log.

GetCallLogByGroup

Returns all call logs assigned to a specific group within a given time range. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
groupIDInt32The numeric ID of the group for which you are retrieving call logs, as defined in the SmarterTrack database or a call to svcOrganization/GetAllGroups.
dateCreatedStartDateTimeThe start of the date range to search within.
dateCreatedEndDateTimeThe end of the date range to search within.

Returns CallLogInfoResultArray

CallLogInfoResultArrayDescription
CallLogsCallLogInfo[]The list of call log details returned from the function.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
CallLogInfoDescription
AgentIDInt32The numeric user ID of an agent to which the call log is assigned.
CallNumberStringThe textual identifier of the call (call log number)
CustomerNameStringName of the customer that the call was with.
DateCreatedDateTimeThe date and time that the call log was created, in GMT.
DateDeletedNullable<DateTime>If this field is not null, indicates when the call log was deleted, in GMT. If it is null, the call log is not deleted.
DescriptionStringFull description, or body, of the call log.
EmailAddressStringEmail address of the customer.
EndTimeDateTimeThe date and time that the call ended, in GMT.
GroupIDInt32The numeric group ID to which the call log is assigned.
IncomingCallBooleanTrue if the call was inbound. False if the call was outbound.
LogIDInt32The numeric ID of this call log.
PhoneNumberStringThe phone number
StartTimeDateTimeThe date and time that the call started, in GMT.
SubjectStringThe subject of the call log.

GetCallLogByUser

Returns all call logs assigned to a specific agent within a given time range. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
userIDInt32The numeric ID of the user for which you are retrieving call logs, as defined in the SmarterTrack database or a call to svcOrganization/GetAllAgents. The user must have the 'agent' role.
dateCreatedStartDateTimeThe start of the date range to search within.
dateCreatedEndDateTimeThe end of the date range to search within.

Returns CallLogInfoResultArray

CallLogInfoResultArrayDescription
CallLogsCallLogInfo[]The list of call log details returned from the function.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
CallLogInfoDescription
AgentIDInt32The numeric user ID of an agent to which the call log is assigned.
CallNumberStringThe textual identifier of the call (call log number)
CustomerNameStringName of the customer that the call was with.
DateCreatedDateTimeThe date and time that the call log was created, in GMT.
DateDeletedNullable<DateTime>If this field is not null, indicates when the call log was deleted, in GMT. If it is null, the call log is not deleted.
DescriptionStringFull description, or body, of the call log.
EmailAddressStringEmail address of the customer.
EndTimeDateTimeThe date and time that the call ended, in GMT.
GroupIDInt32The numeric group ID to which the call log is assigned.
IncomingCallBooleanTrue if the call was inbound. False if the call was outbound.
LogIDInt32The numeric ID of this call log.
PhoneNumberStringThe phone number
StartTimeDateTimeThe date and time that the call started, in GMT.
SubjectStringThe subject of the call log.

ModifyCallLog

Modifies the properties of an existing call log. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
logIDInt32The numeric ID of the call log to modify.
parametersString[]A list of one or more items, in key=value form, to change in this call log. Keys can be any of the following:
  • Subject
  • PhoneNumber
  • CustomerName
  • EmailAddress
  • Description
  • DateStart
  • DateEnd
  • GroupID
  • UserID
  • IncomingCall - True if item was an incoming call, false if it was outgoing.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
https://portal.smartertools.com:443/Services2/svcChats.asmx

This web service contains methods that add, edit, and delete live chats within SmarterTrack.

WSDL Definition

Functions
AddChatNoteAdds a comment to an existing live chat.
AddChatTimeLogAdds a time log to a chat.
CloseChatSessionEnds an active live chat session.
EditChatNoteEdits a chat comment.
GetAgentReceivingStatusReturns the live chat receiving status for the agent specified in 'authUserName'.
GetChatAttachmentsReturns a list of attachments for a live chat.
GetChatConversationRetrieves the specified live chat's message transcript.
GetChatCounts_AgentRetrieves the total number of live chats for the authenticated agent, by brand, department, and group. Credentials passed to this function affect the results.
GetChatCounts_GlobalRetrieves the total number of live chats by brand, department, group, and agent. Credentials passed to this function affect the results.
GetChatCustomFieldsReturns a list of custom field values from the list of properties provided for the specified chat.
GetChatCustomFieldsListReturns a list of all custom field properties and values for the specified chat.
GetChatEventHistoryReturns details about the history of actions taken on a specific live chat.
GetChatInfoRetrieves information about a specific live chat by ID.
GetChatInfoByChatNumberRetrieves information about a specific live chat by chat number.
GetChatNoteReturns details about a specific live chat comment.
GetChatNotesReturns a list of comments attached to a specific live chat.
GetChatPropertiesReturns a list of requested properties for the chat specified.
GetChatsBySearchRetrieves a list of chats that match the provided search criteria.
GetChatTimeLogReturns information about a time log entry within a chat.
GetChatTimeLogsGets a list of time logs attached to a chat.
GetCustomFieldControlsReturns the chat custom field template for the provided department.
HandOffActiveChatsRedistributes the live chats of the agent specified in 'authUserName' back to the department queue.
SetAgentReceivingStatusSets the receiving status of the agent specified in 'authUserName' for the passed groups.
SetAgentReceivingStatusForAllGroupsSets the receiving status of all groups for the agent specified in 'authUserName'.
SetChatCustomFieldsSets the values of the provided custom fields for the specified chat.
TransferChatTransfers the specified chat to the group and agent provided.

AddChatNote

Adds a comment to an existing live chat. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
chatIdInt32The numeric ID of the live chat.
messageTypeStringThe type of comment to add. This value can be any one of the following:
  • Note
  • Resolution
  • TransferNote
  • FollowUp
noteTextStringThe body text of the comment.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

AddChatTimeLog

Adds a time log to a chat. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
chatIdInt32The numeric ID of the live chat.
subjectStringThe subject of the new time log entry.
agentIDInt32The numeric ID of the agent being assigned to the time log.
timeLogCategoryIDInt32The numeric ID of the time log category.
descriptionStringThe body text for the time log.
dateStartUTCDateTimeThe date and time of the start of the time log, in GMT.
dateEndUTCDateTimeThe date and time of the end of the time log, in GMT.
isBillableBooleanTrue if the time log should be counted as billable.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

CloseChatSession

Ends an active live chat session. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
chatIdInt32The numeric ID of the live chat to end.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

EditChatNote

Edits a chat comment. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
commentIdInt32The numeric ID of the comment.
chatIdInt32The numeric ID of the live chat.
messageTypeStringThe type of comment to add. This value can be any one of the following:
  • Note
  • Resolution
  • TransferNote
  • FollowUp
noteTextStringThe body text of the comment.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetAgentReceivingStatus

Returns the live chat receiving status for the agent specified in 'authUserName'. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns ReceivingStatusInfoArrayResult

ReceivingStatusInfoArrayResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ReceivingStatusReceivingStatusInfo[]An array of statuses, as defined in the ReceivingStatusInfo class.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
ReceivingStatusInfoDescription
DepartmentIdInt32The numeric ID of the department.
DepartmentNameStringThe name of the department.
GroupIdInt32The numeric ID of the group.
GroupNameStringThe name of the group.
IsReceivingBooleanTrue if the user is marked as receiving chats.

GetChatAttachments

Returns a list of attachments for a live chat. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
chatIdInt32The numeric ID of the live chat.

Returns ChatAttachmentInfoArrayResult

ChatAttachmentInfoArrayResultDescription
FilesChatAttachmentInfo[]An array of attachments, as defined in the ChatAttachmentInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
ChatAttachmentInfoDescription
downloadUrlStringThe full URL that can be used to download the file.
fileDateUtcDateTimeThe date and time of the file, in GMT.
fileIdInt32The numerical ID of the file in SmarterTrack.
fileNameOnDiskStringThe name of the file as it is saved in the file system by SmarterTrack.
fileNameOriginalStringThe name of the file as it was originally attached.
fileSizeInBytesInt64The size of the file, in bytes.
senderStringThe display name of the person who attached the file.
senderUserIdInt32The numerical ID of the user who sent the attachment.

GetChatConversation

Retrieves the specified live chat's message transcript. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
chatIdInt32The numeric ID of the live chat.

Returns ChatConversationResult

ChatConversationResultDescription
ConversationListingChatMessageInfo[]An array of messages defining the conversation, as defined in the ChatMessageInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
ChatMessageInfoDescription
DateSentUtcDateTimeThe date and time the message was sent, in GMT.
FromIdUserInt32The numerical ID of the user that sent the message.
FromNameStringThe name of the user that sent the message.
MessageIdInt64The numerical ID of the specific chat message.
MessageTextStringThe body text of the message.
MessageTypeStringThe sender type of message. Can be one of the following:
  • agent
  • system
  • user

GetChatCounts_Agent

Retrieves the total number of live chats for the authenticated agent, by brand, department, and group. Credentials passed to this function affect the results. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns ChatCountInfoArrayResult

ChatCountInfoArrayResultDescription
ChatCountsChatCountInfo[]An array of chat count details, as defined in the ChatCountInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
ChatCountInfoDescription
ActiveCountInt32The number of active chats.
BrandIdInt32The numerical ID of the brand.
DepartmentIdInt32The numerical ID of the department.
GroupIdInt32The numerical ID of the group.
InactiveCountInt32The number of inactive chats.
UserIdInt32The numerical ID of the agent.

GetChatCounts_Global

Retrieves the total number of live chats by brand, department, group, and agent. Credentials passed to this function affect the results. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns ChatCountInfoArrayResult

ChatCountInfoArrayResultDescription
ChatCountsChatCountInfo[]An array of chat count details, as defined in the ChatCountInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
ChatCountInfoDescription
ActiveCountInt32The number of active chats.
BrandIdInt32The numerical ID of the brand.
DepartmentIdInt32The numerical ID of the department.
GroupIdInt32The numerical ID of the group.
InactiveCountInt32The number of inactive chats.
UserIdInt32The numerical ID of the agent.

GetChatCustomFields

Returns a list of custom field values from the list of properties provided for the specified chat. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
chatIdInt32The numeric ID of the live chat.
requestedValuesString[]A list of custom field display names to retrieve.

Returns SettingsRequestResult

SettingsRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultsString[]The function output as an array of strings.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetChatCustomFieldsList

Returns a list of all custom field properties and values for the specified chat. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
chatIdInt32The numeric ID of the live chat.

Returns SettingsRequestResult

SettingsRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultsString[]The function output as an array of strings.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetChatEventHistory

Returns details about the history of actions taken on a specific live chat. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
chatIdInt32The numeric ID of the live chat.

Returns ChatEventInfoArrayResult

ChatEventInfoArrayResultDescription
EventsChatEventInfo[]An array of event definitions, as defined in the ChatEventInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
ChatEventInfoDescription
DescriptionStringThe short description of the event.
DetailsStringDetails about the event.
EventDateUtcDateTimeThe date and time that the event was fired, in GMT.
UserTakingActionStringThe username of the person who caused the event to take place.

GetChatInfo

Retrieves information about a specific live chat by ID. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
chatIdInt32The numeric ID of the live chat.

Returns ChatInfoResult

ChatInfoResultDescription
ChatChatInfoDetails about the chat, as defined in the ChatInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
ChatInfoDescription
ChatNumberStringThe textual unique identifier of the live chat.
CustomerDisplayNameStringThe display name for the end user.
CustomerEmailAddressStringThe email address of the end user.
CustomerIpStringThe IP Address of the end user.
CustomerLanguageStringThe language in use for the chat by the end user.
DateDeletedUtcDateTimeIf IsDeleted is true, contains the date and time that the chat was deleted, in GMT.
DateEndedUtcDateTimeIf IsActive is false, contains the date and time that the chat ended, in GMT.
DateQueuedUtcDateTimeThe date and time that the chat entered the system before it was assigned to an agent, in GMT.
DateStartedUtcDateTimeThe date and time that the chat started, in GMT.
IDInt32The numerical ID of the live chat.
IdAgentInt32The numerical ID of the agent assigned to the live chat.
IdCustomerInt32The numerical ID of the customer that is the end user for the chat.
IdDepartmentInt32The numerical ID of the department to which the chat is assigned.
IdGroupInt32The numerical ID of the group to which the chat is assigned.
IsActiveBooleanTrue if the chat is currently active.
IsDeletedBooleanTrue if the chat has been marked as deleted.
LastReplyDateUtcDateTimeThe date and time of the last message received for the chat, in GMT.
ReplyCountInInt32The number of messages from the end user.
ReplyCountOutInt32The number of messages from agents.
SessionLengthInSecondsInt32The number of seconds that the chat has been / was active.

GetChatInfoByChatNumber

Retrieves information about a specific live chat by chat number. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
chatNumberStringThe textual chat number that identifies the live chat.

Returns ChatInfoResult

ChatInfoResultDescription
ChatChatInfoDetails about the chat, as defined in the ChatInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
ChatInfoDescription
ChatNumberStringThe textual unique identifier of the live chat.
CustomerDisplayNameStringThe display name for the end user.
CustomerEmailAddressStringThe email address of the end user.
CustomerIpStringThe IP Address of the end user.
CustomerLanguageStringThe language in use for the chat by the end user.
DateDeletedUtcDateTimeIf IsDeleted is true, contains the date and time that the chat was deleted, in GMT.
DateEndedUtcDateTimeIf IsActive is false, contains the date and time that the chat ended, in GMT.
DateQueuedUtcDateTimeThe date and time that the chat entered the system before it was assigned to an agent, in GMT.
DateStartedUtcDateTimeThe date and time that the chat started, in GMT.
IDInt32The numerical ID of the live chat.
IdAgentInt32The numerical ID of the agent assigned to the live chat.
IdCustomerInt32The numerical ID of the customer that is the end user for the chat.
IdDepartmentInt32The numerical ID of the department to which the chat is assigned.
IdGroupInt32The numerical ID of the group to which the chat is assigned.
IsActiveBooleanTrue if the chat is currently active.
IsDeletedBooleanTrue if the chat has been marked as deleted.
LastReplyDateUtcDateTimeThe date and time of the last message received for the chat, in GMT.
ReplyCountInInt32The number of messages from the end user.
ReplyCountOutInt32The number of messages from agents.
SessionLengthInSecondsInt32The number of seconds that the chat has been / was active.

GetChatNote

Returns details about a specific live chat comment. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
commentIdInt32The numeric ID of the comment.

Returns ChatCommentInfoResult

ChatCommentInfoResultDescription
CommentChatCommentInfoThe comment details, as defined in the ChatCommentInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
ChatCommentInfoDescription
CommentIdInt32The numeric ID of the chat comment.
CreationDateUtcDateTimeThe date and time that the comment was added, in GMT.
DescriptionStringThe body text of the comment.
DirectionInt32This field is currently unused.
SenderStringThe username of the person who added the comment.
TypeInt32This indicates the type of comment. Possible values are:
  • 10 - Note
  • 11 - Transfer Note
  • 12 - Resolution

GetChatNotes

Returns a list of comments attached to a specific live chat. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
chatIdInt32The numeric ID of the live chat.

Returns ChatCommentInfoArrayResult

ChatCommentInfoArrayResultDescription
CommentsChatCommentInfo[]An array of comments, as defined in the ChatCommentInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
ChatCommentInfoDescription
CommentIdInt32The numeric ID of the chat comment.
CreationDateUtcDateTimeThe date and time that the comment was added, in GMT.
DescriptionStringThe body text of the comment.
DirectionInt32This field is currently unused.
SenderStringThe username of the person who added the comment.
TypeInt32This indicates the type of comment. Possible values are:
  • 10 - Note
  • 11 - Transfer Note
  • 12 - Resolution

GetChatProperties

Returns a list of requested properties for the chat specified. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
chatIdInt32The numeric ID of the live chat.
requestedValuesString[]A list of property keys to retrieve. Keys can be one or more of the following:
  • BrandName
  • CustomerEmailAddress
  • CustomerName
  • CustomerLanguage
  • CustomerIP
  • CustomerUsername
  • DateDeletedUTC
  • DateOpenedUTC
  • DepartmentID
  • GroupID
  • IsDeleted
  • IsIndexed
  • ReplyCountIn
  • ReplyCountOut
  • ChatID
  • ChatNumber
  • IsActive
  • UserID
  • TimeLoggedMinutes

Returns SettingsRequestResult

SettingsRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultsString[]The function output as an array of strings.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetChatsBySearch

Retrieves a list of chats that match the provided search criteria. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
searchCriteriaString[]An array of 'key=value' pairs that indicate the criteria for the search. Possible keys are:
  • SearchString
  • CustomerName
  • DateStartUTC
  • DateEndUTC
  • DepartmentID
  • GroupID
  • IsActive
  • IsDeleted
  • IncludeQueue
  • MaxResults
  • SortOrder
  • ChatNumber
  • UserID

Returns ChatInfoArrayResult

ChatInfoArrayResultDescription
ChatsChatInfo[]An array of chat details, as defined in the ChatInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
ChatInfoDescription
ChatNumberStringThe textual unique identifier of the live chat.
CustomerDisplayNameStringThe display name for the end user.
CustomerEmailAddressStringThe email address of the end user.
CustomerIpStringThe IP Address of the end user.
CustomerLanguageStringThe language in use for the chat by the end user.
DateDeletedUtcDateTimeIf IsDeleted is true, contains the date and time that the chat was deleted, in GMT.
DateEndedUtcDateTimeIf IsActive is false, contains the date and time that the chat ended, in GMT.
DateQueuedUtcDateTimeThe date and time that the chat entered the system before it was assigned to an agent, in GMT.
DateStartedUtcDateTimeThe date and time that the chat started, in GMT.
IDInt32The numerical ID of the live chat.
IdAgentInt32The numerical ID of the agent assigned to the live chat.
IdCustomerInt32The numerical ID of the customer that is the end user for the chat.
IdDepartmentInt32The numerical ID of the department to which the chat is assigned.
IdGroupInt32The numerical ID of the group to which the chat is assigned.
IsActiveBooleanTrue if the chat is currently active.
IsDeletedBooleanTrue if the chat has been marked as deleted.
LastReplyDateUtcDateTimeThe date and time of the last message received for the chat, in GMT.
ReplyCountInInt32The number of messages from the end user.
ReplyCountOutInt32The number of messages from agents.
SessionLengthInSecondsInt32The number of seconds that the chat has been / was active.

GetChatTimeLog

Returns information about a time log entry within a chat. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
chatIdInt32The numeric ID of the live chat.
timeLogIdInt32The numeric ID of the time log.

Returns TimeLogInfoResult

TimeLogInfoResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TimeLogTimeLogInfoDetails about a time log entry, as defined in the TimeLogInfo class.
TimeLogInfoDescription
AgentIDInt32The numeric ID of the agent assigned to the time log.
CallLogIDInt32The numeric ID of the call log attached to the time log, or 0 if none.
CategoryNameStringThe display name of the time log category.
ChatIDInt32The numeric ID of the chat attached to the time log, or 0 if none.
DateEndUTCDateTimeThe date and time of the end of the time log, in GMT.
DateStartUTCDateTimeThe date and time of the start of the time log, in GMT.
DescriptionStringThe body text of the time log.
IDInt32The numeric ID of the time log.
IsBillableBooleanTrue if the time log is flagged as billable.
IsDeletedBooleanTrue if the time log is flagged as deleted.
SubjectStringThe subject of the time log.
TicketIDInt32The numeric ID of the ticket attached to the time log, or 0 if none.
TimeLogCategoryIDInt32The numeric ID of the master category for the time log.

GetChatTimeLogs

Gets a list of time logs attached to a chat. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
chatIdInt32The numeric ID of the live chat.

Returns TimeLogInfoArrayResult

TimeLogInfoArrayResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TimeLogsTimeLogInfo[]A list of time log details, as defined in the TimeLogInfo class.
TimeLogInfoDescription
AgentIDInt32The numeric ID of the agent assigned to the time log.
CallLogIDInt32The numeric ID of the call log attached to the time log, or 0 if none.
CategoryNameStringThe display name of the time log category.
ChatIDInt32The numeric ID of the chat attached to the time log, or 0 if none.
DateEndUTCDateTimeThe date and time of the end of the time log, in GMT.
DateStartUTCDateTimeThe date and time of the start of the time log, in GMT.
DescriptionStringThe body text of the time log.
IDInt32The numeric ID of the time log.
IsBillableBooleanTrue if the time log is flagged as billable.
IsDeletedBooleanTrue if the time log is flagged as deleted.
SubjectStringThe subject of the time log.
TicketIDInt32The numeric ID of the ticket attached to the time log, or 0 if none.
TimeLogCategoryIDInt32The numeric ID of the master category for the time log.

GetCustomFieldControls

Returns the chat custom field template for the provided department. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
departmentIdInt32The numeric ID of the department.

Returns CustomFieldInfoArrayResult

CustomFieldInfoArrayResultDescription
CustomFieldsCustomFieldInfo[]An array of custom fields, as defined in the CustomFieldInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
CustomFieldInfoDescription
CustomFieldIdInt32The numeric ID of the custom field.
CustomTemplateIdInt32The numeric ID of the custom field template.
DisplayNameStringThe friendly name fo the custom field.
IsRequiredByAgentsBooleanTrue if it is required to fill out this custom field before performing an action to an item.
IsRequiredByAgentsToCloseBooleanTrue if it is required to fill out this custom field before closing an item.
IsRequiredByUsersBooleanTrue if it is required to fill out this custom field before an item can be started.
IsVisibleToAgentsBooleanTrue if the custom field is visible to agents in the custom fields tab.
IsVisibleToUsersBooleanTrue if the custom field is visible to end-users in the portal.
SortOrderInt32The display sort order of this custom field in relation to others.

HandOffActiveChats

Redistributes the live chats of the agent specified in 'authUserName' back to the department queue. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetAgentReceivingStatus

Sets the receiving status of the agent specified in 'authUserName' for the passed groups. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
receivingStatusArrReceivingStatusInfo[]An array of status to change, as defined in the ReceivingStatusInfo class.
ReceivingStatusInfoDescription
DepartmentIdInt32The numeric ID of the department.
DepartmentNameStringThe name of the department.
GroupIdInt32The numeric ID of the group.
GroupNameStringThe name of the group.
IsReceivingBooleanTrue if the user is marked as receiving chats.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetAgentReceivingStatusForAllGroups

Sets the receiving status of all groups for the agent specified in 'authUserName'. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
receiveChatsBooleanTrue to enable all groups for chat for the agent. False to disable them.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetChatCustomFields

Sets the values of the provided custom fields for the specified chat. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
chatIdInt32The numeric ID of the live chat.
customFieldValuesString[]A list of 'name=value' pairs of fields to set. Name is the display name of the custom field to set.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

TransferChat

Transfers the specified chat to the group and agent provided. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
chatIdInt32The numeric ID of the live chat to transfer.
targetGroupIDInt32The numeric ID of the group to transfer to.
targetAgentIDInt32The numeric ID of the agent to transfer to.
transferCommentStringIf specified, adds a transfer comment to the live chat before transferring.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
https://portal.smartertools.com:443/Services2/svcIntegrations.asmx

This web service contains methods that that are used by external integrations, like WHMCS.

WSDL Definition

Functions
WhmcsEnsureUsersCreatedUsed by WHMCS to bulk-create users.

WhmcsEnsureUsersCreated

Used by WHMCS to bulk-create users. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
usersWhmcsEnsureUsersCreatedUserItem[]A list of property sets for the users to be created.
WhmcsEnsureUsersCreatedUserItemDescription
DisplayNameString
EmailAddressString
IsEmailVerifiedBoolean
PasswordString
RolesToAddInt32[]
UsernameString
WhmcsUserIdInt32

Returns WhmcsEnsureUsersCreatedResult

WhmcsEnsureUsersCreatedResultDescription
ItemsWhmcsEnsureUsersCreatedResultItem[]
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
WhmcsEnsureUsersCreatedResultItemDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
SuccessBoolean
UserIdNullable<Int32>
UsernameString
WhmcsUserIdInt32
https://portal.smartertools.com:443/Services2/svcKB.asmx

This web service contains methods that modify the knowledge base within SmarterTrack.

WSDL Definition

Functions
GetArticleRetrieves details of a specific knowledge base article.
GetArticlesRetrieves a list of knowledge base articles in the system.
GetFoldersRetrieves a list of knowledge base categories in the system.
SearchKBArticlesRetrieves a list of knowledge base articles in the system using an advanced search.
SearchKBArticlesUnderFolderRetrieves a list of knowledge base articles under a specific folder using an advanced search.

GetArticle

Retrieves details of a specific knowledge base article. View the full specification

Inputs

Input ParametersDescription
adminUsernameStringThe username that should be used to call this function. Privacy and draft settings will take into account the username when returning results.
adminPasswordStringThe password of the user referenced in adminUsername.
articleIDInt32The numerical ID of the article.

Returns KBArticleResult

KBArticleResultDescription
BodyStringThe body text of the article.
DateCreatedUTCDateTimeThe date that the article was created (in GMT).
DateLastReviewedUTCDateTimeThe date that the article was last reviewed (in GMT).
DateModifiedUTCDateTimeThe date that the article was last modified (in GMT).
IsDeletedBooleanTrue if the article is marked as deleted.
IsDraftBooleanTrue if the article is marked as a draft.
IsFlaggedForReviewBooleanTrue if the article is flagged for review.
IsPrivateBooleanTrue if the article is private (viewable by employees only).
KBArticleIDInt32The numerical ID of the kb article, as defined in SmarterTrack.
KBCategoryIDInt32The numerical ID of the kb category (folder) that contains this article.
LanguageStringThe Language of the KB Article.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
OtherKeywordsStringAny other keywords that can be searched upon to return this article.
OtherVarsString[]This variable is reserved for future use.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
ScoreInt32The total score of all the feedback votes on this article.
ScoreVotesInt32The count of feedback votes on this article.
ShortSummaryStringA short description of the article, used in article listings (NOW UNUSED)
SubjectStringThe subject of the KB article.

GetArticles

Retrieves a list of knowledge base articles in the system. View the full specification

Inputs

Input ParametersDescription
adminUsernameStringThe username that should be used to call this function. Privacy and draft settings will take into account the username when returning results.
adminPasswordStringThe password of the user referenced in adminUsername.
folderIDInt32The numerical ID of the folder to list, as defined in the GetFolders function. A value of 0 indicates retrieve all articles in SmarterTrack.
includePrivateBooleanTrue to include private articles in the result set. False to exclude them.

Returns KBArticlesResult

KBArticlesResultDescription
ArticlesKBArticlesResultPart[]A list of kb article details, as defined in the KBArticlesResultPart class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
KBArticlesResultPartDescription
BodySnippetStringA short snippet of the article or the summary, if one is defined.
DateCreatedUTCDateTimeThe DateTimeUTC value of when the article was created.
DateLastReviewedUTCDateTimeThe DateTimeUTC value of when the article was last reviewed.
DateModifiedUTCDateTimeThe DateTimeUTC value of when the article was last modified.
IsDeletedBooleanThe boolean value for whether the article is deleted or not.
IsDraftBooleanThe boolean value for whether the article is a draft or not.
IsFlaggedForReviewBooleanThe boolean value for whether the article is flagged for review or not.
IsPrivateBooleanThe boolean value for whether the article is private or not.
KBArticleIDInt32The numerical ID of the kb article as defined in SmarterTrack.
KBCategoryIDInt32The ID of the Category the article corresponds to.
LanguageStringThe Language of the KB Article.
RelevanceDoubleThe relevance of the search result. Higher values indicate better relevance.
ScoreInt32The total score of all the feedback votes on this article.
ScoreVotesInt32The count of feedback votes on this article.
SubjectStringThe subject of the kb article.
UrlStringThe URL of the kb article.

GetFolders

Retrieves a list of knowledge base categories in the system. View the full specification

Inputs

Input ParametersDescription
adminUsernameStringThe username that should be used to call this function. Privacy and draft settings will take into account the username when returning results.
adminPasswordStringThe password of the user referenced in adminUsername.
parentFolderIDInt32All folders underneath the one passed in this variable will be listed. Pass 0 to list all folders under the root.

Returns KBFolderResult

KBFolderResultDescription
FoldersKBFolderResultPart[]A list of folder details, as defined in the KBFolderResultPart class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
KBFolderResultPartDescription
IsPrivateBooleanTrue if the folder is private (viewable only to employees).
KbFolderIDInt32The numerical ID of the folder.
NameStringThe friendly name of the folder.

SearchKBArticles

Retrieves a list of knowledge base articles in the system using an advanced search. View the full specification

Inputs

Input ParametersDescription
adminUsernameStringThe username that should be used to call this function. Privacy and draft settings will take into account the username when returning results.
adminPasswordStringThe password of the user referenced in adminUsername.
searchTermsStringThe criteria used to perform an advanced search of the system. This field is similar to the search string field when performing an advanced search in the management interface.
maxResultsInt32Maximum number of knowledge base articles returned by this search.
includePrivateBooleanTrue to include private articles in the result set. False to exclude them.

Returns KBArticlesResult

KBArticlesResultDescription
ArticlesKBArticlesResultPart[]A list of kb article details, as defined in the KBArticlesResultPart class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
KBArticlesResultPartDescription
BodySnippetStringA short snippet of the article or the summary, if one is defined.
DateCreatedUTCDateTimeThe DateTimeUTC value of when the article was created.
DateLastReviewedUTCDateTimeThe DateTimeUTC value of when the article was last reviewed.
DateModifiedUTCDateTimeThe DateTimeUTC value of when the article was last modified.
IsDeletedBooleanThe boolean value for whether the article is deleted or not.
IsDraftBooleanThe boolean value for whether the article is a draft or not.
IsFlaggedForReviewBooleanThe boolean value for whether the article is flagged for review or not.
IsPrivateBooleanThe boolean value for whether the article is private or not.
KBArticleIDInt32The numerical ID of the kb article as defined in SmarterTrack.
KBCategoryIDInt32The ID of the Category the article corresponds to.
LanguageStringThe Language of the KB Article.
RelevanceDoubleThe relevance of the search result. Higher values indicate better relevance.
ScoreInt32The total score of all the feedback votes on this article.
ScoreVotesInt32The count of feedback votes on this article.
SubjectStringThe subject of the kb article.
UrlStringThe URL of the kb article.

SearchKBArticlesUnderFolder

Retrieves a list of knowledge base articles under a specific folder using an advanced search. View the full specification

Inputs

Input ParametersDescription
adminUsernameStringThe username that should be used to call this function. Privacy and draft settings will take into account the username when returning results.
adminPasswordStringThe password of the user referenced in adminUsername.
searchTermsStringThe criteria used to perform an advanced search of the system. This field is similar to the search string field when performing an advanced search in the management interface.
kbFolderIDInt32The numerical ID of the folder to list, as defined in the GetFolders function. A value of 0 indicates the root folder.
maxResultsInt32Maximum number of knowledge base articles returned by this search.
includePrivateBooleanTrue to include private articles in the result set. False to exclude them.

Returns KBArticlesResult

KBArticlesResultDescription
ArticlesKBArticlesResultPart[]A list of kb article details, as defined in the KBArticlesResultPart class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
KBArticlesResultPartDescription
BodySnippetStringA short snippet of the article or the summary, if one is defined.
DateCreatedUTCDateTimeThe DateTimeUTC value of when the article was created.
DateLastReviewedUTCDateTimeThe DateTimeUTC value of when the article was last reviewed.
DateModifiedUTCDateTimeThe DateTimeUTC value of when the article was last modified.
IsDeletedBooleanThe boolean value for whether the article is deleted or not.
IsDraftBooleanThe boolean value for whether the article is a draft or not.
IsFlaggedForReviewBooleanThe boolean value for whether the article is flagged for review or not.
IsPrivateBooleanThe boolean value for whether the article is private or not.
KBArticleIDInt32The numerical ID of the kb article as defined in SmarterTrack.
KBCategoryIDInt32The ID of the Category the article corresponds to.
LanguageStringThe Language of the KB Article.
RelevanceDoubleThe relevance of the search result. Higher values indicate better relevance.
ScoreInt32The total score of all the feedback votes on this article.
ScoreVotesInt32The count of feedback votes on this article.
SubjectStringThe subject of the kb article.
UrlStringThe URL of the kb article.
https://portal.smartertools.com:443/Services2/svcNotifications.asmx

The notifications Web service is used to manage notifications and alerts that are normally displayed in the management interface. SmarterNotify uses this Web service to communicate with SmarterTrack servers.

WSDL Definition

Functions
DismissAllRemindersDismiss all active reminders for the specified user.
DismissReminderDismiss an active reminder for the specified user.
GetAllRemindersGets a list of all active reminders for the user specified.
GetNewReminderCountGet the total number of new reminders available for the specified user.
GetReminderGets the active reminder details for the reminder specified by the username.
GetReminderCountGet the total number of active reminders available for the specified user.
PingServicePings the web service with the specified credentials to test connectivity.
SnoozeNotificationSnoozes the specified reminder.

DismissAllReminders

Dismiss all active reminders for the specified user. View the full specification

Inputs

Input ParametersDescription
authUsernameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
dataUsernameStringThe user of the account to check. Only system administrators can check accounts other than their own.
customVariablesInputValue[]Reserved for future use.
InputValueDescription
InputAttributesInputValuePair[]
InputValuePairDescription
KeyString
ValString

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

DismissReminder

Dismiss an active reminder for the specified user. View the full specification

Inputs

Input ParametersDescription
authUsernameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
dataUsernameStringThe user of the account to check. Only system administrators can check accounts other than their own.
reminderIDStringThe numeric ID of the reminder to dismiss.
customVariablesInputValue[]Reserved for future use.
InputValueDescription
InputAttributesInputValuePair[]
InputValuePairDescription
KeyString
ValString

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetAllReminders

Gets a list of all active reminders for the user specified. View the full specification

Inputs

Input ParametersDescription
authUsernameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
dataUsernameStringThe user of the account to check. Only system administrators can check accounts other than their own.
customVariablesInputValue[]Reserved for future use.
InputValueDescription
InputAttributesInputValuePair[]
InputValuePairDescription
KeyString
ValString

Returns RemindersResult

RemindersResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RemindersReminderValue[]
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
ReminderValueDescription
ReminderAttributesReminderValuePair[]
ReminderValuePairDescription
KeyReminderAttributes
OtherKeyString
ValString
ReminderAttributes Enum
0ReminderID
1UserID
2Subject
3PhonicSubject
4CategoryType
5BodyText
6SnoozeTimeUTC
7TimeOccurredUTC
8Other

GetNewReminderCount

Get the total number of new reminders available for the specified user. View the full specification

Inputs

Input ParametersDescription
authUsernameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
dataUsernameStringThe user of the account to check. Only system administrators can check accounts other than their own.
lastCheckDateUTCStringThe last date your program checked for new reminders. Only reminders added since this date are returned.
customVariablesInputValue[]Reserved for future use.
InputValueDescription
InputAttributesInputValuePair[]
InputValuePairDescription
KeyString
ValString

Returns IntRequestResult

IntRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultInt32
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetReminder

Gets the active reminder details for the reminder specified by the username. View the full specification

Inputs

Input ParametersDescription
authUsernameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
dataUsernameStringThe user of the account to check. Only system administrators can check accounts other than their own.
reminderIDStringThe numeric ID of the reminder to retrieve.
customVariablesInputValue[]Reserved for future use.
InputValueDescription
InputAttributesInputValuePair[]
InputValuePairDescription
KeyString
ValString

Returns ReminderResult

ReminderResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ReminderReminderValue
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
ReminderValueDescription
ReminderAttributesReminderValuePair[]
ReminderValuePairDescription
KeyReminderAttributes
OtherKeyString
ValString
ReminderAttributes Enum
0ReminderID
1UserID
2Subject
3PhonicSubject
4CategoryType
5BodyText
6SnoozeTimeUTC
7TimeOccurredUTC
8Other

GetReminderCount

Get the total number of active reminders available for the specified user. View the full specification

Inputs

Input ParametersDescription
authUsernameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
dataUsernameStringThe user of the account to check. Only system administrators can check accounts other than their own.
customVariablesInputValue[]Reserved for future use.
InputValueDescription
InputAttributesInputValuePair[]
InputValuePairDescription
KeyString
ValString

Returns IntRequestResult

IntRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultInt32
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

PingService

Pings the web service with the specified credentials to test connectivity. View the full specification

Inputs

Input ParametersDescription
authUsernameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
dataUsernameStringThe user of the account to check. Only system administrators can check accounts other than their own.

Returns IsAvailableResult

IsAvailableResultDescription
IsAvailableBoolean

SnoozeNotification

Snoozes the specified reminder. View the full specification

Inputs

Input ParametersDescription
authUsernameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
dataUsernameStringThe user of the account to check. Only system administrators can check accounts other than their own.
reminderIDStringThe numeric ID of the reminder to snooze.
snoozeSecondsInt32Number of seconds to snooze.
customVariablesInputValue[]Reserved for future use.
InputValueDescription
InputAttributesInputValuePair[]
InputValuePairDescription
KeyString
ValString

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
https://portal.smartertools.com:443/Services2/svcOrganization.asmx

This web service contains methods that modify the configuration of departments, groups, users, etc within SmarterTrack.

WSDL Definition

Functions
AddMemberToOrganizationAdds a member to an Organization.
AddRoleAdds a role to SmarterTrack.
AddRoleToUserAssigns a role to the specified user.
CreateOrganizationAdds a Organization to SmarterTrack.
CreateUserAdds a user to SmarterTrack without any roles. Typically, you should follow this function with one or more calls to the AddRoleToUser function.
CreateUser2Adds a user to SmarterTrack with the Everyone and Registered User roles. Typically, you would follow this function with one or more calls to the AddRoleToUser function.
DeleteUserPermanently removes an existing user from the system. The primary administrator, queue, and internal system users cannot be removed.
EditOrganizationEdit a Organization in SmarterTrack.
GetActiveChatAgentsForGroupReturns a list of agents who are marked as active for live chats for the specified group.
GetActiveItemCountsGet All current Active Item counts for all Active Agents.
GetActiveTicketAgentsForGroupReturns a list of agents who are actively receiving tickets for the specified group.
GetAgentsForDepartmentReturns a list of all agents in the department specified.
GetAgentsForGroupReturns a list of agents that are members of the given Group.
GetAllAgentsRetrieves a list of all users marked as agents in SmarterTrack.
GetAllBrandsReturns a list of all Brands defined in SmarterTrack.
GetAllCustomFieldsGets a list of all custom fields in the system.
GetAllDepartmentsReturns a list of all departments defined in SmarterTrack.
GetAllGroupsReturns a list of all groups defined in SmarterTrack.
GetAllMembersInOrganizationGets a list of all Organization Members in an Organization.
GetAllReportsReturns a list of all Report GUIDs and their titles.
GetAllRolesReturns all roles along with their IDs.
GetAllTimeLogCategoriesGet a list of all time log categories defined in SmarterTrack.
GetAllUserRolesReturns all roles of specified user.
GetAvailableChatAgentsForGroupReturns a list of agents who are actively receiving live chats for the specified group.
GetDailyTotalsReturns Daily counts per User for tickets, chats, call logs, and average response time.
GetDepartmentsForBrandReturns a list of all Departments for the given Brand.
GetDeptsForUserTicketSubmissionGet All Available Departments where Portal Ticket Submission Requires is set to anonymous or registered users.
GetGroupsForDepartmentGet a list of all Groups for the given Department.
GetGroupsForUserReturns a list of Groups that the given user belongs to.
GetOrganizationByIDGets a Organization in SmarterTrack by ID.
GetOrganizationByNameGets a Organization in SmarterTrack by Name.
GetQueueUserReturns the user account that is associated with the queue.
GetServerNameRetrieves the friendly name for this installation of SmarterTrack (Used with cross installation ticket transfers).
GetUserCustomFieldsReturns a list of custom field values from the list of properties provided for the specified user.
GetUserCustomFieldsListReturns a list of all custom field properties and values for the specified user.
GetUsersPropertiesRetrieves a list of requested properties for a user.
GetUsersPropertiesbyUsernameRetrieves a list of requested properties for a user by username.
RemoveMemberFromOrganizationRemove a Member from an Organization.
RemoveOrganizationRemove an Organization.
RemoveRoleRemoves a role from SmarterTrack.
RemoveRoleFromUserUnassigns a role from a specified user.
SetCallLogPermissionsSets role permissions for Call Logs.
SetDistributionPermissionsSet role permissions for item distribution (tickets, chats, etc).
SetEventPermissionsSet role permissions for Events.
SetKBPermissionsSets role permissions for KB Articles.
SetNewsPermissionsSets role permissions for News Items.
SetReportPermissionsSet role permissions for Reports.
SetTaskPermissionsSets role permissions for Tasks.
SetTicketPermissionsSets role permissions for Tickets.
SetUserCustomFieldsSets the values of the provided custom field properties for the specified user.
SetUsersPropertiesSets specific property values of the specified user.
SetWhosOnPermissionsSets role permissions for Who's On.
ValidateAgentValidates an agent's credentials.

AddMemberToOrganization

Adds a member to an Organization. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
organizationIDInt32ID of the Organization to add the member to.
typeInt32How you want to add the member. values are: 1=UserName, 2=Email, 3=Domain, 4=Phone Number
valueStringValue of the member type.

Returns OrganizationInfoMemberResult

OrganizationInfoMemberResultDescription
IDInt32Holds Organization Member ID
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

AddRole

Adds a role to SmarterTrack. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
roleNameStringThe name of the role to add to the system.
employeeRoleBooleanTrue if the role is intended for use by employees that access the management interface. False if the role is primarily for end users.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

AddRoleToUser

Assigns a role to the specified user. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
userIDInt32The numerical ID of the user.
roleIDInt16The numerical ID of the role. These can be found in the st_Roles table.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

CreateOrganization

Adds a Organization to SmarterTrack. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
valuesString[]Properties and values you wish to set for the Organization in 'key=value' pairs. Key can be any of the following:
  • Name
  • Website
  • PhoneNumber

Returns OrganizationInfoResult

OrganizationInfoResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
OrganizationOrganizationInfoDetails about the Organization, as defined in the OrganizationInfo class.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
OrganizationInfoDescription
NameStringName of the Organization.
OrganizationIDInt32The ID of the Organization.
PhoneNumberStringPhone Number of the Organization.
WebsiteStringWebsite of the Organization.

CreateUser

Adds a user to SmarterTrack without any roles. Typically, you should follow this function with one or more calls to the AddRoleToUser function. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
usernameStringThe login username for the user.
passwordStringThe login password for the user.
emailStringThe email address that should be associated to the user account.
isEmailVerifiedBooleanTrue if the email address should be considered verified.
displayNameStringThe friendly name of the user (typically their full name).

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

CreateUser2

Adds a user to SmarterTrack with the Everyone and Registered User roles. Typically, you would follow this function with one or more calls to the AddRoleToUser function. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
usernameStringThe login username for the user.
passwordStringThe login password for the user.
emailStringThe email address that should be associated to the user account.
isEmailVerifiedBooleanTrue if the email address should be considered verified.
displayNameStringThe friendly name of the user (typically their full name).

Returns UserInfoResult

UserInfoResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
UserIDInt32Holds user ID

DeleteUser

Permanently removes an existing user from the system. The primary administrator, queue, and internal system users cannot be removed. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
userIdInt32The numerical ID of the user to delete.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

EditOrganization

Edit a Organization in SmarterTrack. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
organizationIDInt32ID of the Organization.
valuesToChangeString[]Properties and values you wish to set for the Organization in 'key=value' pairs. Key can be any of the following:
  • Name
  • Website
  • PhoneNumber

Returns OrganizationInfoResult

OrganizationInfoResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
OrganizationOrganizationInfoDetails about the Organization, as defined in the OrganizationInfo class.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
OrganizationInfoDescription
NameStringName of the Organization.
OrganizationIDInt32The ID of the Organization.
PhoneNumberStringPhone Number of the Organization.
WebsiteStringWebsite of the Organization.

GetActiveChatAgentsForGroup

Returns a list of agents who are marked as active for live chats for the specified group. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
GroupIDInt32The numerical ID of the group.

Returns AgentInfoArrayResult

AgentInfoArrayResultDescription
AgentsAgentInfo[]A list of agent detail records, as defined in the AgentInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
AgentInfoDescription
DisplayNameStringThe display name for the user.
IDInt32The numerical ID of the user, as defined in the SmarterTrack database.
UserNameStringThe login username for the user.

GetActiveItemCounts

Get All current Active Item counts for all Active Agents. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
useAuthenticatedAgentBoolean

Returns ActiveItemArrayResult

ActiveItemArrayResultDescription
ActiveItemsActiveItem[]An array of ActiveItemResult
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
ActiveItemDescription
ActiveLiveChatsCountInt32Number of Active Live Chats assigned to Corresponding Agent
ActiveTicketsCountInt32Number of Active Tickets assigned to Corresponding Agent
AgentAgentInfoDetails about the user, as defined in the AgentInfo class.
InProgressTasksCountInt32Number of Tasks In Progress and assigned to Corresponding Agent
AgentInfoDescription
DisplayNameStringThe display name for the user.
IDInt32The numerical ID of the user, as defined in the SmarterTrack database.
UserNameStringThe login username for the user.

GetActiveTicketAgentsForGroup

Returns a list of agents who are actively receiving tickets for the specified group. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
GroupIDInt32The numerical ID of the group.

Returns AgentInfoArrayResult

AgentInfoArrayResultDescription
AgentsAgentInfo[]A list of agent detail records, as defined in the AgentInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
AgentInfoDescription
DisplayNameStringThe display name for the user.
IDInt32The numerical ID of the user, as defined in the SmarterTrack database.
UserNameStringThe login username for the user.

GetAgentsForDepartment

Returns a list of all agents in the department specified. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
DepartmentIDInt32The numerical ID of the department. Department IDs are available from the GetAllDepartments function.

Returns AgentInfoArrayResult

AgentInfoArrayResultDescription
AgentsAgentInfo[]A list of agent detail records, as defined in the AgentInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
AgentInfoDescription
DisplayNameStringThe display name for the user.
IDInt32The numerical ID of the user, as defined in the SmarterTrack database.
UserNameStringThe login username for the user.

GetAgentsForGroup

Returns a list of agents that are members of the given Group. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
GroupIDInt32The numerical ID of the group. Group IDs are available from the GetAllGroups function.

Returns AgentInfoArrayResult

AgentInfoArrayResultDescription
AgentsAgentInfo[]A list of agent detail records, as defined in the AgentInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
AgentInfoDescription
DisplayNameStringThe display name for the user.
IDInt32The numerical ID of the user, as defined in the SmarterTrack database.
UserNameStringThe login username for the user.

GetAllAgents

Retrieves a list of all users marked as agents in SmarterTrack. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns AgentInfoArrayResult

AgentInfoArrayResultDescription
AgentsAgentInfo[]A list of agent detail records, as defined in the AgentInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
AgentInfoDescription
DisplayNameStringThe display name for the user.
IDInt32The numerical ID of the user, as defined in the SmarterTrack database.
UserNameStringThe login username for the user.

GetAllBrands

Returns a list of all Brands defined in SmarterTrack. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns BrandInfoArrayResult

BrandInfoArrayResultDescription
BrandsBrandInfo[]A list of details about each brand, as defined in the BrandInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
BrandInfoDescription
IDInt32The numerical ID of the brand, as defined in SmarterTrack.
NameStringThe friendly name of the brand.

GetAllCustomFields

Gets a list of all custom fields in the system. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns CustomFieldInfoArrayResult

CustomFieldInfoArrayResultDescription
CustomFieldsCustomFieldInfo[]An array of details about custom fields, as defined in the CustomFieldInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
CustomFieldInfoDescription
DataTypeStringThe type of data field used for the custom field. Can be one of the following:
  • SingleLineText
  • MultipleLineText
  • Choice
  • ChoiceWithFillIn
  • Number
  • Date
  • Time
  • DateTime
  • Boolean
  • URL
  • PictureURL
DefaultValueStringThe default value for the custom field.
DisplayNameStringThe display name of the custom field.
IDInt32The numerical ID of the custom field, as defined in SmarterTrack.
IsGlobalBooleanTrue if the field is an organizational custom field, used for departments and users. False if it is specific to individual tickets, chats, etc.
ValueOptionsString[]If DataType is Choice or ChoiceWithFillIn, this contains the possible values that can be chosen from.

GetAllDepartments

Returns a list of all departments defined in SmarterTrack. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns DepartmentInfoArrayResult

DepartmentInfoArrayResultDescription
DepartmentsDepartmentInfo[]A list of department details, as defined in the DepartmentInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
DepartmentInfoDescription
IDInt32The numerical ID of the department, as defined in SmarterTrack.
NameStringThe friendly name for the department.

GetAllGroups

Returns a list of all groups defined in SmarterTrack. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns GroupInfoArrayResult

GroupInfoArrayResultDescription
GroupsGroupInfo[]A list of details about the groups, as defined in the GroupInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
GroupInfoDescription
IDInt32The numerical ID of the group, as defined in SmarterTrack.
NameStringThe friendly name of the group.

GetAllMembersInOrganization

Gets a list of all Organization Members in an Organization. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
organizationIDInt32ID of the Organization to get Organization Members from.

Returns OrganizationMemberInfoArrayResult

OrganizationMemberInfoArrayResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
OrganizationMembersOrganizationMemberInfo[]An array of details about the organization member, as defined in the OrganizationMemberInfo class.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
OrganizationMemberInfoDescription
IDInt32The ID of the Organization Member.
TypeInt32The type of field used for the member. Can be one of the following:
  • 1 = UserName
  • 2 = Email
  • 3 = Domain
  • 4 = Phone Number
ValueStringValue of the Organization Member.

GetAllReports

Returns a list of all Report GUIDs and their titles. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns ReportInfoResultArray

ReportInfoResultArrayDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ReportsReportInfo[]A list of details about the reports, as defined in the ReportInfo class.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
ReportInfoDescription
ReportIDStringThe numerical ID of the report, as defined in SmarterTrack.
ReportNameStringThe friendly name of the report.

GetAllRoles

Returns all roles along with their IDs. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns RoleInfoResultArray

RoleInfoResultArrayDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
RolesRoleInfo[]A list of role details, as defined in the RoleInfo class.
RoleInfoDescription
IsEmployeeBooleanTrue if the role is used for employees. False if the role is used for end users.
RoleIDInt16The numerical ID of the role, as defined in SmarterTrack.
RoleNameStringThe friendly name for the role.

GetAllTimeLogCategories

Get a list of all time log categories defined in SmarterTrack. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns TimeLogCategoryInfoArrayResult

TimeLogCategoryInfoArrayResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TimeLogCategoriesTimeLogCategoryInfo[]A list of time log category details, as defined in the TimeLogCategoryInfo class.
TimeLogCategoryInfoDescription
CategoryNameStringThe friendly name of the time log category.
DescriptionStringA description of the time log category.
IDInt32The numerical ID of the time log category, as defined in SmarterTrack.

GetAllUserRoles

Returns all roles of specified user. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
userIDInt32The numerical ID of the user.

Returns RoleInfoResultArray

RoleInfoResultArrayDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
RolesRoleInfo[]A list of role details, as defined in the RoleInfo class.
RoleInfoDescription
IsEmployeeBooleanTrue if the role is used for employees. False if the role is used for end users.
RoleIDInt16The numerical ID of the role, as defined in SmarterTrack.
RoleNameStringThe friendly name for the role.

GetAvailableChatAgentsForGroup

Returns a list of agents who are actively receiving live chats for the specified group. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
GroupIDInt32The numerical ID of the group.

Returns AgentInfoArrayResult

AgentInfoArrayResultDescription
AgentsAgentInfo[]A list of agent detail records, as defined in the AgentInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
AgentInfoDescription
DisplayNameStringThe display name for the user.
IDInt32The numerical ID of the user, as defined in the SmarterTrack database.
UserNameStringThe login username for the user.

GetDailyTotals

Returns Daily counts per User for tickets, chats, call logs, and average response time. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
useAuthenticatedUserBoolean

Returns DailyStatItemArrayResult

DailyStatItemArrayResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
StatItemsDailyStatItem[]An array of DailyStatItems
DailyStatItemDescription
AgentAgentInfoDetails about the user, as defined in the AgentInfo class.
AverageTicketResponseTimeDoubleAverage ticket response time for a Corresponding Agent for a given day
DailyCallLogCountInt32Number of new Call Logs assigned to Corresponding Agent for a given day
DailyChatCountInt32Number of new Live Chats assigned to Corresponding Agent for a given day
DailyTicketCountInt32Number of new Tickets assigned to Corresponding Agent for a given day
AgentInfoDescription
DisplayNameStringThe display name for the user.
IDInt32The numerical ID of the user, as defined in the SmarterTrack database.
UserNameStringThe login username for the user.

GetDepartmentsForBrand

Returns a list of all Departments for the given Brand. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
BrandIDInt32The numerical ID of the brand. A list of all brand IDs can be obtained from the GetAllBrands function.

Returns DepartmentInfoArrayResult

DepartmentInfoArrayResultDescription
DepartmentsDepartmentInfo[]A list of department details, as defined in the DepartmentInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
DepartmentInfoDescription
IDInt32The numerical ID of the department, as defined in SmarterTrack.
NameStringThe friendly name for the department.

GetDeptsForUserTicketSubmission

Get All Available Departments where Portal Ticket Submission Requires is set to anonymous or registered users. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns DepartmentInfoArrayResult

DepartmentInfoArrayResultDescription
DepartmentsDepartmentInfo[]A list of department details, as defined in the DepartmentInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
DepartmentInfoDescription
IDInt32The numerical ID of the department, as defined in SmarterTrack.
NameStringThe friendly name for the department.

GetGroupsForDepartment

Get a list of all Groups for the given Department. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
DepartmentIDInt32The numerical ID of the department. Department IDs are available from the GetAllDepartments function.

Returns GroupInfoArrayResult

GroupInfoArrayResultDescription
GroupsGroupInfo[]A list of details about the groups, as defined in the GroupInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
GroupInfoDescription
IDInt32The numerical ID of the group, as defined in SmarterTrack.
NameStringThe friendly name of the group.

GetGroupsForUser

Returns a list of Groups that the given user belongs to. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
UserIDInt32The numerical ID of the user.

Returns GroupInfoArrayResult

GroupInfoArrayResultDescription
GroupsGroupInfo[]A list of details about the groups, as defined in the GroupInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
GroupInfoDescription
IDInt32The numerical ID of the group, as defined in SmarterTrack.
NameStringThe friendly name of the group.

GetOrganizationByID

Gets a Organization in SmarterTrack by ID. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
organizationIDInt32ID of the Organization.

Returns OrganizationInfoResult

OrganizationInfoResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
OrganizationOrganizationInfoDetails about the Organization, as defined in the OrganizationInfo class.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
OrganizationInfoDescription
NameStringName of the Organization.
OrganizationIDInt32The ID of the Organization.
PhoneNumberStringPhone Number of the Organization.
WebsiteStringWebsite of the Organization.

GetOrganizationByName

Gets a Organization in SmarterTrack by Name. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
organizationNameString

Returns OrganizationInfoResult

OrganizationInfoResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
OrganizationOrganizationInfoDetails about the Organization, as defined in the OrganizationInfo class.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
OrganizationInfoDescription
NameStringName of the Organization.
OrganizationIDInt32The ID of the Organization.
PhoneNumberStringPhone Number of the Organization.
WebsiteStringWebsite of the Organization.

GetQueueUser

Returns the user account that is associated with the queue. View the full specification

Inputs

Input ParametersDescription
agentUserNameStringThe username for an agent authorized to call this function.
agentPasswordStringThe password for the agent.

Returns AgentRoleInfo

AgentRoleInfoDescription
AgentAgentInfoDetails about the user, as defined in the AgentInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
RolesInt16[]A list of role names that the agent belongs to.
AgentInfoDescription
DisplayNameStringThe display name for the user.
IDInt32The numerical ID of the user, as defined in the SmarterTrack database.
UserNameStringThe login username for the user.

GetServerName

Retrieves the friendly name for this installation of SmarterTrack (Used with cross installation ticket transfers). View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns StringRequestResult

StringRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultStringThe output of the function call as a string.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetUserCustomFields

Returns a list of custom field values from the list of properties provided for the specified user. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
userIdInt32The numerical ID of the user.
requestedCustomFieldsString[]The names of custom fields to retrieve for the user, as returned by the function GetAllCustomFields

Returns SettingsRequestResult

SettingsRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultsString[]The output of the function call, as a string array.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetUserCustomFieldsList

Returns a list of all custom field properties and values for the specified user. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
userIdInt32The numerical ID of the user.

Returns SettingsRequestResult

SettingsRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultsString[]The output of the function call, as a string array.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetUsersProperties

Retrieves a list of requested properties for a user. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
userIdInt32The numerical ID of the user.
requestedValuesString[]The names of the properties you wish to inspect. This can contain one or more of the following:
  • Username
  • Password
  • Email
  • IsEmailVerified
  • DisplayName
  • DisplayNameForChat
  • Avatar Url
  • AverageKbRating
  • TotalKbRatings
  • TimeZoneIndex

Returns SettingsRequestResult

SettingsRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultsString[]The output of the function call, as a string array.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetUsersPropertiesbyUsername

Retrieves a list of requested properties for a user by username. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
usernameStringThe username and password of the user.
requestedValuesString[]The names of the properties you wish to inspect. This can contain one or more of the following:
  • Username
  • Password
  • Email
  • IsEmailVerified
  • DisplayName
  • DisplayNameForChat
  • TimeZoneIndex
  • userid

Returns SettingsRequestResult

SettingsRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultsString[]The output of the function call, as a string array.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

RemoveMemberFromOrganization

Remove a Member from an Organization. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
organizationMemberIDInt32ID of the Organization member to remove.

Returns OrganizationInfoMemberResult

OrganizationInfoMemberResultDescription
IDInt32Holds Organization Member ID
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

RemoveOrganization

Remove an Organization. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
organizationIDInt32ID of the Organization to remove.

Returns OrganizationInfoResult

OrganizationInfoResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
OrganizationOrganizationInfoDetails about the Organization, as defined in the OrganizationInfo class.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
OrganizationInfoDescription
NameStringName of the Organization.
OrganizationIDInt32The ID of the Organization.
PhoneNumberStringPhone Number of the Organization.
WebsiteStringWebsite of the Organization.

RemoveRole

Removes a role from SmarterTrack. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
roleIDInt16The numerical ID of the role to delete.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

RemoveRoleFromUser

Unassigns a role from a specified user. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
userIDInt32The numerical ID of the user.
roleIDInt16The numerical ID of the role.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetCallLogPermissions

Sets role permissions for Call Logs. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
allowedPermissionsString[]A list of permissions that are allowed by this role. Possible values are:
  • Create
  • Modify
  • Delete
  • Purge
  • View
roleIDInt16The numerical ID of the role.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetDistributionPermissions

Set role permissions for item distribution (tickets, chats, etc). View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
allowedPermissionsString[]A list of permissions that are allowed by this role. Possible values are:
  • Transfer
  • AgentTransfer
  • ViewQueue
  • AgentStatus
roleIDInt16The numerical ID of the role.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetEventPermissions

Set role permissions for Events. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
allowedPermissionsString[]A list of permissions that are allowed by this role. Possible values are:
  • Manage
roleIDInt16The numerical ID of the role.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetKBPermissions

Sets role permissions for KB Articles. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
allowedPermissionsString[]A list of permissions that are allowed by this role. Possible values are:
  • Create
  • Modify
  • Delete
  • MarkReviewed
  • View
  • PurgeDeleted
roleIDInt16The numerical ID of the role.
categoryIDInt32The numerical ID of the KB Category.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetManageAreaPermissions

Set role permissions for Management Area. This function has no effect. View the full specification

OBSOLETE: Support of obsolete functions will be discontinued in future versions, so continued use is not recommended.

SetNewsPermissions

Sets role permissions for News Items. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
allowedPermissionsString[]A list of permissions that are allowed by this role. Possible values are:
  • Create
  • Modify
  • Delete
  • MarkReviewed
  • View
  • PurgeDeleted
roleIDInt16The numerical ID of the role.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetReportPermissions

Set role permissions for Reports. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
allowedPermissionsString[]A list of permissions that are allowed by this role. Possible values are the Guids of reports in the system, as returned by the GetAllReports function, or as listed in the top of its definition file in the App_Data folder.
roleIDInt16The numerical ID of the role.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetTaskPermissions

Sets role permissions for Tasks. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
allowedPermissionsString[]A list of permissions that are allowed by this role. Possible values are:
  • Create
  • Modify
  • Delete
  • Purge
  • View
  • ChangeDates
roleIDInt16The numerical ID of the role.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetTicketPermissions

Sets role permissions for Tickets. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
allowedPermissionsString[]A list of permissions that are allowed by this role. Possible values are:
  • MarkAsDeleted
  • MarkAsSpam
  • PurgeDeleted
  • PurgeSpam
roleIDInt16The numerical ID of the role.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetUserCustomFields

Sets the values of the provided custom field properties for the specified user. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
userIdInt32The numerical ID of the user to modify.
customFieldValuesString[]The custom fields to set for the user, formatted as 'key=value' pairs. Key should be the name of the custom field, as returned by the function GetAllCustomFields.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetUsersProperties

Sets specific property values of the specified user. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
userIdInt32The numerical ID of the user.
userPropertyValuesString[]Properties and values you wish to set for the user in 'key=value' pairs. Key can be any of the following:
  • Username
  • Password
  • Email
  • IsEmailVerified
  • DisplayName
  • DisplayNameForChat
  • AvatarSource
  • AuthenticationType

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetWhosOnPermissions

Sets role permissions for Who's On. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
allowedPermissionsString[]A list of permissions that are allowed by this role. Possible values are:
  • View
roleIDInt16The numerical ID of the role.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

ValidateAgent

Validates an agent's credentials. View the full specification

Inputs

Input ParametersDescription
agentUserNameStringThe username for an agent.
agentPasswordStringThe password for the agent.

Returns AgentRoleInfo

AgentRoleInfoDescription
AgentAgentInfoDetails about the user, as defined in the AgentInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
RolesInt16[]A list of role names that the agent belongs to.
AgentInfoDescription
DisplayNameStringThe display name for the user.
IDInt32The numerical ID of the user, as defined in the SmarterTrack database.
UserNameStringThe login username for the user.
https://portal.smartertools.com:443/Services2/svcTasks.asmx

This web service contains methods that add, edit, or delete tasks within SmarterTrack.

WSDL Definition

Functions
CreateTaskAdds a new task as if it was added from the management interface.
DeleteTaskDeletes a task from SmarterTrack.
GetTaskByIDRetrieves details about a specific task.
GetTasksByCallLogIDReturns a list of all tasks associated to a specified call log.
GetTasksByChatIDReturns a list of all tasks associated to a specified live chat.
GetTasksByTicketIDReturns a list of all tasks associated to a specified ticket.
GetTasksByUserReturns a list of all tasks assigned to a specified agent.
UpdateTaskModifies the properties of an existing task.

CreateTask

Adds a new task as if it was added from the management interface. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
parametersString[]A list of 'key=value' pairs of data items to set for the new task. Subject is a required key. The possible keys that can be submitted to this function are:
  • Subject
  • TaskPriority
  • TaskStatus
  • UserID
  • Description
  • DateStart
  • DateEnd
  • ReminderMinutes
  • RelatedItem

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

DeleteTask

Deletes a task from SmarterTrack. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
taskIDInt32The numeric ID of the task.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetTaskByID

Retrieves details about a specific task. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
taskIDInt32The numeric ID of the task.

Returns TaskInfoResult

TaskInfoResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TaskTaskInfoDetails about a task, as defined in the TaskInfo class.
TaskInfoDescription
CallLogIDNullable<Int32>If set, the numeric ID of the call log to which this task is assigned.
ChatIDNullable<Int32>If set, the numeric ID of the chat to which this task is assigned.
DateDueNullable<DateTime>If set, the date and time that the task is due, in GMT.
DateStartNullable<DateTime>If set, the date and time that the task starts, in GMT.
DescriptionStringThe body text of the task.
OriginalEstimateNullable<Int32>If set, the original estimate of time that relates to the corresponding estimate type
OriginalEstimateTypeNullable<Int32>If set, the Numeric ID of the type of original estimate, Default Type IDs are:
  • 1 = Minutes
  • 2 = Hours
  • 3 = Days
  • 4 = Weeks
RemainingEstimateNullable<Int32>If set, the remaining estimate of time that relates to the corresponding estimate type
RemainingEstimateTypeNullable<Int32>If set, the Numeric ID of the type of remainging estimate, Default Type IDs are:
  • 1 = Minutes
  • 2 = Hours
  • 3 = Days
  • 4 = Weeks
ReminderMinutesNullable<Int32>If set, the number of minutes before the task is due that a reminder will be triggered.
SubjectStringThe subject of the task.
TaskIDInt32The numeric ID of the task within SmarterStats.
TaskPriorityIDInt32The numeric ID of the priority for the task. Default priority IDs are:
  • 1 = Low
  • 2 = Normal
  • 3 = High
  • 4 = Urgent
TaskStatusIDInt32The numeric ID of the status for the task. Default status IDs are:
  • 1 = Active (No Longer Supported)
  • 2 = Closed (No Longer Supported)
  • 3 = Under Consideration
  • 4 = In Progress
  • 5 = On Hold
  • 6 = In Review
  • 7 = Completed
  • 8 = Rejected
  • 9 = Approved
TicketIDNullable<Int32>If set, the numeric ID of the ticket to which this task is assigned.
UserIDNullable<Int32>If set, the numeric ID of the agent assigned to the task.

GetTasksByCallLogID

Returns a list of all tasks associated to a specified call log. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
callLogIDInt32The numeric ID of the call log.

Returns TaskInfoResultArray

TaskInfoResultArrayDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TasksTaskInfo[]A list of task details, as defined in the TaskInfo class.
TaskInfoDescription
CallLogIDNullable<Int32>If set, the numeric ID of the call log to which this task is assigned.
ChatIDNullable<Int32>If set, the numeric ID of the chat to which this task is assigned.
DateDueNullable<DateTime>If set, the date and time that the task is due, in GMT.
DateStartNullable<DateTime>If set, the date and time that the task starts, in GMT.
DescriptionStringThe body text of the task.
OriginalEstimateNullable<Int32>If set, the original estimate of time that relates to the corresponding estimate type
OriginalEstimateTypeNullable<Int32>If set, the Numeric ID of the type of original estimate, Default Type IDs are:
  • 1 = Minutes
  • 2 = Hours
  • 3 = Days
  • 4 = Weeks
RemainingEstimateNullable<Int32>If set, the remaining estimate of time that relates to the corresponding estimate type
RemainingEstimateTypeNullable<Int32>If set, the Numeric ID of the type of remainging estimate, Default Type IDs are:
  • 1 = Minutes
  • 2 = Hours
  • 3 = Days
  • 4 = Weeks
ReminderMinutesNullable<Int32>If set, the number of minutes before the task is due that a reminder will be triggered.
SubjectStringThe subject of the task.
TaskIDInt32The numeric ID of the task within SmarterStats.
TaskPriorityIDInt32The numeric ID of the priority for the task. Default priority IDs are:
  • 1 = Low
  • 2 = Normal
  • 3 = High
  • 4 = Urgent
TaskStatusIDInt32The numeric ID of the status for the task. Default status IDs are:
  • 1 = Active (No Longer Supported)
  • 2 = Closed (No Longer Supported)
  • 3 = Under Consideration
  • 4 = In Progress
  • 5 = On Hold
  • 6 = In Review
  • 7 = Completed
  • 8 = Rejected
  • 9 = Approved
TicketIDNullable<Int32>If set, the numeric ID of the ticket to which this task is assigned.
UserIDNullable<Int32>If set, the numeric ID of the agent assigned to the task.

GetTasksByChatID

Returns a list of all tasks associated to a specified live chat. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
chatIDInt32The numeric ID of the live chat.

Returns TaskInfoResultArray

TaskInfoResultArrayDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TasksTaskInfo[]A list of task details, as defined in the TaskInfo class.
TaskInfoDescription
CallLogIDNullable<Int32>If set, the numeric ID of the call log to which this task is assigned.
ChatIDNullable<Int32>If set, the numeric ID of the chat to which this task is assigned.
DateDueNullable<DateTime>If set, the date and time that the task is due, in GMT.
DateStartNullable<DateTime>If set, the date and time that the task starts, in GMT.
DescriptionStringThe body text of the task.
OriginalEstimateNullable<Int32>If set, the original estimate of time that relates to the corresponding estimate type
OriginalEstimateTypeNullable<Int32>If set, the Numeric ID of the type of original estimate, Default Type IDs are:
  • 1 = Minutes
  • 2 = Hours
  • 3 = Days
  • 4 = Weeks
RemainingEstimateNullable<Int32>If set, the remaining estimate of time that relates to the corresponding estimate type
RemainingEstimateTypeNullable<Int32>If set, the Numeric ID of the type of remainging estimate, Default Type IDs are:
  • 1 = Minutes
  • 2 = Hours
  • 3 = Days
  • 4 = Weeks
ReminderMinutesNullable<Int32>If set, the number of minutes before the task is due that a reminder will be triggered.
SubjectStringThe subject of the task.
TaskIDInt32The numeric ID of the task within SmarterStats.
TaskPriorityIDInt32The numeric ID of the priority for the task. Default priority IDs are:
  • 1 = Low
  • 2 = Normal
  • 3 = High
  • 4 = Urgent
TaskStatusIDInt32The numeric ID of the status for the task. Default status IDs are:
  • 1 = Active (No Longer Supported)
  • 2 = Closed (No Longer Supported)
  • 3 = Under Consideration
  • 4 = In Progress
  • 5 = On Hold
  • 6 = In Review
  • 7 = Completed
  • 8 = Rejected
  • 9 = Approved
TicketIDNullable<Int32>If set, the numeric ID of the ticket to which this task is assigned.
UserIDNullable<Int32>If set, the numeric ID of the agent assigned to the task.

GetTasksByTicketID

Returns a list of all tasks associated to a specified ticket. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketIDInt32The numeric ID of the ticket.

Returns TaskInfoResultArray

TaskInfoResultArrayDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TasksTaskInfo[]A list of task details, as defined in the TaskInfo class.
TaskInfoDescription
CallLogIDNullable<Int32>If set, the numeric ID of the call log to which this task is assigned.
ChatIDNullable<Int32>If set, the numeric ID of the chat to which this task is assigned.
DateDueNullable<DateTime>If set, the date and time that the task is due, in GMT.
DateStartNullable<DateTime>If set, the date and time that the task starts, in GMT.
DescriptionStringThe body text of the task.
OriginalEstimateNullable<Int32>If set, the original estimate of time that relates to the corresponding estimate type
OriginalEstimateTypeNullable<Int32>If set, the Numeric ID of the type of original estimate, Default Type IDs are:
  • 1 = Minutes
  • 2 = Hours
  • 3 = Days
  • 4 = Weeks
RemainingEstimateNullable<Int32>If set, the remaining estimate of time that relates to the corresponding estimate type
RemainingEstimateTypeNullable<Int32>If set, the Numeric ID of the type of remainging estimate, Default Type IDs are:
  • 1 = Minutes
  • 2 = Hours
  • 3 = Days
  • 4 = Weeks
ReminderMinutesNullable<Int32>If set, the number of minutes before the task is due that a reminder will be triggered.
SubjectStringThe subject of the task.
TaskIDInt32The numeric ID of the task within SmarterStats.
TaskPriorityIDInt32The numeric ID of the priority for the task. Default priority IDs are:
  • 1 = Low
  • 2 = Normal
  • 3 = High
  • 4 = Urgent
TaskStatusIDInt32The numeric ID of the status for the task. Default status IDs are:
  • 1 = Active (No Longer Supported)
  • 2 = Closed (No Longer Supported)
  • 3 = Under Consideration
  • 4 = In Progress
  • 5 = On Hold
  • 6 = In Review
  • 7 = Completed
  • 8 = Rejected
  • 9 = Approved
TicketIDNullable<Int32>If set, the numeric ID of the ticket to which this task is assigned.
UserIDNullable<Int32>If set, the numeric ID of the agent assigned to the task.

GetTasksByUser

Returns a list of all tasks assigned to a specified agent. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
userIDInt32The numeric ID of the agent.

Returns TaskInfoResultArray

TaskInfoResultArrayDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TasksTaskInfo[]A list of task details, as defined in the TaskInfo class.
TaskInfoDescription
CallLogIDNullable<Int32>If set, the numeric ID of the call log to which this task is assigned.
ChatIDNullable<Int32>If set, the numeric ID of the chat to which this task is assigned.
DateDueNullable<DateTime>If set, the date and time that the task is due, in GMT.
DateStartNullable<DateTime>If set, the date and time that the task starts, in GMT.
DescriptionStringThe body text of the task.
OriginalEstimateNullable<Int32>If set, the original estimate of time that relates to the corresponding estimate type
OriginalEstimateTypeNullable<Int32>If set, the Numeric ID of the type of original estimate, Default Type IDs are:
  • 1 = Minutes
  • 2 = Hours
  • 3 = Days
  • 4 = Weeks
RemainingEstimateNullable<Int32>If set, the remaining estimate of time that relates to the corresponding estimate type
RemainingEstimateTypeNullable<Int32>If set, the Numeric ID of the type of remainging estimate, Default Type IDs are:
  • 1 = Minutes
  • 2 = Hours
  • 3 = Days
  • 4 = Weeks
ReminderMinutesNullable<Int32>If set, the number of minutes before the task is due that a reminder will be triggered.
SubjectStringThe subject of the task.
TaskIDInt32The numeric ID of the task within SmarterStats.
TaskPriorityIDInt32The numeric ID of the priority for the task. Default priority IDs are:
  • 1 = Low
  • 2 = Normal
  • 3 = High
  • 4 = Urgent
TaskStatusIDInt32The numeric ID of the status for the task. Default status IDs are:
  • 1 = Active (No Longer Supported)
  • 2 = Closed (No Longer Supported)
  • 3 = Under Consideration
  • 4 = In Progress
  • 5 = On Hold
  • 6 = In Review
  • 7 = Completed
  • 8 = Rejected
  • 9 = Approved
TicketIDNullable<Int32>If set, the numeric ID of the ticket to which this task is assigned.
UserIDNullable<Int32>If set, the numeric ID of the agent assigned to the task.

UpdateTask

Modifies the properties of an existing task. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
taskIDInt32The numeric ID of the task.
parametersString[]A list of 'key=value' pairs of data items to modify in the task. The possible keys that can be submitted to this function are:
  • Subject
  • TaskPriorityID
  • TaskStatusID
  • UserID
  • Description
  • DateStart
  • DateEnd
  • ReminderMinutes
  • RelatedItem

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
https://portal.smartertools.com:443/Services2/svcTickets.asmx

This web service contains methods that add, edit, or delete tickets within SmarterTrack.

WSDL Definition

Functions
AddMessageToTicketAdds a new message to an existing ticket.
AddMessageToTicketFromUserAdds a new message to an existing ticket from a user.
AddMessageToTicketWithBccAdds a new message to an existing ticket with BCC address(es). Emails the message to the specified addresses.
AddMessageToTicketWithBccFromUserAdds a new message to an existing ticket from a user with BCC address(es). Emails the message to the specified addresses.
AddMessageToTicketWithDateAdds a new message to an existing ticket, as if it came in on a specific date.
AddMessageToTicketWithDateAndBccAdds a new message to an existing ticket with BCC address(es), as if it came in on a specific date. Emails the message to the specified addresses.
AddMessageToTicketWithDateAndBccFromUserAdds a new message to an existing ticket, as if it came in on a specific date. Emails the message to the specified addresses.
AddMessageToTicketWithDateFromUserAdds a new message to an existing ticket, as if it came in on a specific date.
AddRelatedItemAdds a related item to a ticket, chat, or call.
AddTicketAttachmentAdds an attachment to a ticket.
AddTicketNoteAdds a comment to the specified ticket. This function encodes text, so HTML is not allowed.
AddTicketNoteHtmlAdds a comment to the specified ticket. This function does NOT encode text. HTML is allowed.
AddTicketNoteHtmlWithDateAdds a comment to the specified ticket as if it came in on a specified date. This function does NOT encode text. HTML is allowed.
AddTicketTimeLogAdds a new time log to a ticket.
AppendToTicketAttachmentAppends data to an existing attachment.
CloseTicketChanges the status of a ticket to closed, and optionally adds a closing comment.
CreateTicketCreates a new outbound ticket as if it was sent from an agent.
CreateTicketFromCustomerCreates a new ticket as if it was sent from an end user.
CreateTicketFromCustomerWithCCCreates a new ticket as if it was sent from an end user. Also allows specifying additional email addresses to be included.
CreateTicketFromCustomerWithDateCreates a new ticket as if it was sent from an end user. Also allows the setting of key dates for the ticket.
CreateTicketFromCustomerWithDateAndCCCreates a new ticket as if it was sent from an end user. Also allows the setting of key dates for the ticket and specifying additional email addresses to be included.
CreateTicketWithCCCreates a new outbound ticket as if it was sent from an agent. Also allows specifying additional email addresses to be included.
CreateTicketWithDateCreates a new outbound ticket as if it was sent from an agent. Also allows the setting of key dates for the ticket.
CreateTicketWithDateAndCCCreates a new outbound ticket as if it was sent from an agent. Also allows the setting of key dates for the ticket and specifying additional email addresses to be included.
DeleteTicketMarks the given ticket as deleted.
EditTicketNoteEdits the properties of a comment.
EditTicketNoteHTMLEdits the properties of a comment. This function does NOT encode text. HTML is allowed.
GetAgentReceivingStatusGet the tickets receiving status for the agent authenticated with authUserName.
GetAgentReceivingStatusAsAdminUse admin credentials to Get the tickets receiving status for the agent specified with agentUserName.
GetAgentsSignatureGets the signature for the agent authenticated with authUserName for the specified department and group.
GetCustomFieldControlsGet the custom field template for the given department.
GetGroupTicketInfoReturns the number of open tickets by group for the agent authenticated with the authUserName parameter.
GetTicketAttachmentsReturns a list of attachments for a ticket.
GetTicketConversationPartListReturns a list of conversation parts (messages, comments, related items, etc.) for a given ticket.
GetTicketCountReturns the total number of open tickets for the agent authenticated with the authUserName parameter.
GetTicketCounts_AgentReturns agent ticket counts by brand, department, and group for the agent authenticated with the authUserName parameter.
GetTicketCounts_GlobalReturns global ticket counts by brand, department, group and agent.
GetTicketCustomFieldsReturns a list of custom field values from the list of requested fields for the specified ticket.
GetTicketCustomFieldsListReturns a list of all custom field properties and values for the specified ticket.
GetTicketEventHistoryReturns the history details of a ticket.
GetTicketInfoGet details about a ticket for the given numeric ticket ID.
GetTicketInfoByTicketNumberGet details about a ticket for the given textual ticket number.
GetTicketMessageAttachmentInfoReturns a list of attachments for a ticket message.
GetTicketMessageHtmlReturns the body text for a specific ticket message formatted as HTML.
GetTicketMessagePlainTextReturns the body text for a specific ticket message formatted as plain text.
GetTicketNoteReturns details about the specified note.
GetTicketPropertiesReturns a list of requested properties for the ticket specified.
GetTicketPropertiesListReturns a list of all properties for the specified ticket.
GetTicketsBySearchReturns a list of tickets that match the given search criteria.
GetTicketStatusReturns the current status of a specific ticket.
GetTicketStatusInternalReturns the current SmarterTrack status of a specific ticket.
GetTicketTimeLogGets details about a time log entry.
GetTicketTimeLogsReturns a list of time logs for a ticket.
GetTicketURLRetrieves a URL that can be used to direct users to view a ticket in the portal.
HandOffActiveTicketsHands-off all active tickets assigned to the agent authenticated with authUserName.
HandOffActiveTicketsAsAdminUse admin credentials to Hands-off all active tickets for agent specified with agentUserName.
PingServicePings the web service with the specified credentials to test connectivity.
RemoveFollowUpRemoves the follow-up for a ticket.
SetAgentReceivingStatusSet the tickets receiving status for the agent authenticated with authUserName.
SetAgentReceivingStatusAsAdminUse admin credentials to set the tickets receiving status for the agent specified with agentUsername.
SetAgentReceivingStatusForAllGroupsSet the tickets receiving status for all groups the agent authenticated with authUserName belongs to.
SetAgentReceivingStatusForAllGroupsAsAdminUse admin credentials to set the tickets receiving status for all groups for the agent with the supplied agentUserName.
SetFollowUpMarks the ticket as requiring follow-up, and optionally adds a comment to the ticket.
SetTicketCustomFieldsSets the values of the specific custom fields for a ticket.
SetTicketPropertiesSets the provided property values of the specified ticket.
TransferTicketTransfers the specified ticket to the group and agent provided (ticket will be placed in queue if an agent is not specified).
TransferTicketToInstanceTransfers the specified ticket to the group and agent provided in another instance of SmarterTrack (ticket will be placed in queue if an agent is not specified).

AddMessageToTicket

Adds a new message to an existing ticket. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.
fromAddressStringThe email address of the sender of the message.
toAddressStringThe email address(es) of the recipient of the message.
ccAddressStringThe email address(es) of any CCs for the message.
subjectStringThe subject of the message.
bodyStringThe body text of the message.
isHtmlBooleanTrue if the body text specified in 'body' is HTML. False if it is plain text.
toCustomerBooleanTrue if the message was from agent to end user. False if the message was from end user to agent.
sendEmailBooleanTrue to send a copy of the message through email.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

AddMessageToTicketFromUser

Adds a new message to an existing ticket from a user. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.
fromAddressStringThe email address of the sender of the message.
toAddressStringThe email address(es) of the recipient of the message.
ccAddressStringThe email address(es) of any CCs for the message.
subjectStringThe subject of the message.
bodyStringThe body text of the message.
isHtmlBooleanTrue if the body text specified in 'body' is HTML. False if it is plain text.
toCustomerBooleanTrue if the message was from agent to end user. False if the message was from end user to agent.
sendEmailBooleanTrue to send a copy of the message through email.
userIDNullable<Int32>Send in a user id, is nullable

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

AddMessageToTicketWithBcc

Adds a new message to an existing ticket with BCC address(es). Emails the message to the specified addresses. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.
fromAddressStringThe email address of the sender of the message.
toAddressStringThe email address(es) of the recipient of the message.
ccAddressStringThe email address(es) of any CCs for the message.
bccAddressStringThe email address(es) of any BCCs for the message.
subjectStringThe subject of the message.
bodyStringThe body text of the message.
isHtmlBooleanTrue if the body text specified in 'body' is HTML. False if it is plain text.
toCustomerBooleanTrue if the message was from agent to end user. False if the message was from end user to agent.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

AddMessageToTicketWithBccFromUser

Adds a new message to an existing ticket from a user with BCC address(es). Emails the message to the specified addresses. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.
fromAddressStringThe email address of the sender of the message.
toAddressStringThe email address(es) of the recipient of the message.
ccAddressStringThe email address(es) of any CCs for the message.
bccAddressStringThe email address(es) of any BCCs for the message.
subjectStringThe subject of the message.
bodyStringThe body text of the message.
isHtmlBooleanTrue if the body text specified in 'body' is HTML. False if it is plain text.
toCustomerBooleanTrue if the message was from agent to end user. False if the message was from end user to agent.
userIDNullable<Int32>Send in a user id, is nullable

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

AddMessageToTicketWithDate

Adds a new message to an existing ticket, as if it came in on a specific date. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.
fromAddressStringThe email address of the sender of the message.
toAddressStringThe email address(es) of the recipient of the message.
ccAddressStringThe email address(es) of any CCs for the message.
subjectStringThe subject of the message.
bodyStringThe body text of the message.
isHtmlBooleanTrue if the body text specified in 'body' is HTML. False if it is plain text.
toCustomerBooleanTrue if the message was from agent to end user. False if the message was from end user to agent.
sendEmailBooleanTrue to send a copy of the message through email.
dateMessageReceivedDateTimeThe date and time that the message should appear to be sent, in GMT.

Returns TicketPartInfoResult

TicketPartInfoResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
PartTicketPartInfoDetails about the ticket part, as defined in the TicketPartInfo class.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TicketPartInfoDescription
CreationDateUtcDateTimeThe date and time the part was created, in GMT.
DescriptionStringThe subject text of the part.
DirectionInt32Indicates whether the message was inbound or outbound. Possible values are:
  • 0 = End User to Agent
  • 1 = Agent to End User
IsDraftBooleanWhether or not the item is a draft.
PartIdInt64The numeric ID of the ticket part.
RecipientStringThe name of the recipient of the part.
SenderStringThe name of the sender of the part.
TypeInt32The type of part this is. Possible values are:
  • 1 = Message
  • 10 = Note
  • 11 = Transfer Note
  • 12 = Resolution

AddMessageToTicketWithDateAndBcc

Adds a new message to an existing ticket with BCC address(es), as if it came in on a specific date. Emails the message to the specified addresses. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.
fromAddressStringThe email address of the sender of the message.
toAddressStringThe email address(es) of the recipient of the message.
ccAddressStringThe email address(es) of any CCs for the message.
bccAddressStringThe email address(es) of any BCCs for the message.
subjectStringThe subject of the message.
bodyStringThe body text of the message.
isHtmlBooleanTrue if the body text specified in 'body' is HTML. False if it is plain text.
toCustomerBooleanTrue if the message was from agent to end user. False if the message was from end user to agent.
dateMessageReceivedDateTimeThe date and time that the message should appear to be sent, in GMT.

Returns TicketPartInfoResult

TicketPartInfoResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
PartTicketPartInfoDetails about the ticket part, as defined in the TicketPartInfo class.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TicketPartInfoDescription
CreationDateUtcDateTimeThe date and time the part was created, in GMT.
DescriptionStringThe subject text of the part.
DirectionInt32Indicates whether the message was inbound or outbound. Possible values are:
  • 0 = End User to Agent
  • 1 = Agent to End User
IsDraftBooleanWhether or not the item is a draft.
PartIdInt64The numeric ID of the ticket part.
RecipientStringThe name of the recipient of the part.
SenderStringThe name of the sender of the part.
TypeInt32The type of part this is. Possible values are:
  • 1 = Message
  • 10 = Note
  • 11 = Transfer Note
  • 12 = Resolution

AddMessageToTicketWithDateAndBccFromUser

Adds a new message to an existing ticket, as if it came in on a specific date. Emails the message to the specified addresses. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.
fromAddressStringThe email address of the sender of the message.
toAddressStringThe email address(es) of the recipient of the message.
ccAddressStringThe email address(es) of any CCs for the message.
bccAddressStringThe email address(es) of any BCCs for the message.
subjectStringThe subject of the message.
bodyStringThe body text of the message.
isHtmlBooleanTrue if the body text specified in 'body' is HTML. False if it is plain text.
toCustomerBooleanTrue if the message was from agent to end user. False if the message was from end user to agent.
dateMessageReceivedDateTimeThe date and time that the message should appear to be sent, in GMT.
userIDNullable<Int32>Send in a user id, is nullable

Returns TicketPartInfoResult

TicketPartInfoResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
PartTicketPartInfoDetails about the ticket part, as defined in the TicketPartInfo class.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TicketPartInfoDescription
CreationDateUtcDateTimeThe date and time the part was created, in GMT.
DescriptionStringThe subject text of the part.
DirectionInt32Indicates whether the message was inbound or outbound. Possible values are:
  • 0 = End User to Agent
  • 1 = Agent to End User
IsDraftBooleanWhether or not the item is a draft.
PartIdInt64The numeric ID of the ticket part.
RecipientStringThe name of the recipient of the part.
SenderStringThe name of the sender of the part.
TypeInt32The type of part this is. Possible values are:
  • 1 = Message
  • 10 = Note
  • 11 = Transfer Note
  • 12 = Resolution

AddMessageToTicketWithDateFromUser

Adds a new message to an existing ticket, as if it came in on a specific date. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.
fromAddressStringThe email address of the sender of the message.
toAddressStringThe email address(es) of the recipient of the message.
ccAddressStringThe email address(es) of any CCs for the message.
subjectStringThe subject of the message.
bodyStringThe body text of the message.
isHtmlBooleanTrue if the body text specified in 'body' is HTML. False if it is plain text.
toCustomerBooleanTrue if the message was from agent to end user. False if the message was from end user to agent.
sendEmailBooleanTrue to send a copy of the message through email.
dateMessageReceivedDateTimeThe date and time that the message should appear to be sent, in GMT.
userIDNullable<Int32>Send in a user id, is nullable

Returns TicketPartInfoResult

TicketPartInfoResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
PartTicketPartInfoDetails about the ticket part, as defined in the TicketPartInfo class.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TicketPartInfoDescription
CreationDateUtcDateTimeThe date and time the part was created, in GMT.
DescriptionStringThe subject text of the part.
DirectionInt32Indicates whether the message was inbound or outbound. Possible values are:
  • 0 = End User to Agent
  • 1 = Agent to End User
IsDraftBooleanWhether or not the item is a draft.
PartIdInt64The numeric ID of the ticket part.
RecipientStringThe name of the recipient of the part.
SenderStringThe name of the sender of the part.
TypeInt32The type of part this is. Possible values are:
  • 1 = Message
  • 10 = Note
  • 11 = Transfer Note
  • 12 = Resolution

AddRelatedItem

Adds a related item to a ticket, chat, or call. View the full specification

Inputs

Input ParametersDescription
authUsernameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringTicketNumber
relatedItemNumberStringThe numeric ID of the related item.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

AddTicketAttachment

Adds an attachment to a ticket. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.
ticketMessageIdInt64The numeric ID of the ticket message, or 0 to assign a ticket-wide attachment.
fileNameStringThe original name of the file to add.
dataByte[]The bytes of data for the attachment. If data is long, it may be necessary to send some data with this function and then repeatedly call AppendToTicketAttachment for the remainder of the data.
fileLengthInt32The size of the file (in bytes).
dateCreatedUTCDateTimeThe date and time the file was created, in GMT.

Returns TicketAttachmentInfoResult

TicketAttachmentInfoResultDescription
FileTicketAttachmentInfoDetails about the attachment, as defined in the TicketAttachmentInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TicketAttachmentInfoDescription
downloadUrlStringThe URL that can be used to directly download the file from SmarterTrack.
fileDateUtcDateTimeThe write date and time on the file, in GMT.
fileIdInt32The numeric ID of the attachment.
fileNameOnDiskStringThe filename as it is stored on the hard disk by SmarterTrack.
fileNameOriginalStringThe filename as it appeared originally outside of SmarterTrack.
fileSizeInBytesInt64The size of the file, in bytes.
senderStringThe display name of the user that uploaded the file.
senderUserIdInt32The numeric ID of the user that uploaded the file.
ticketMessageIdInt64The numeric ID of the ticket message to which this item is attached. If more than one message contains the same attachment, this will be the most recent one.

AddTicketNote

Adds a comment to the specified ticket. This function encodes text, so HTML is not allowed. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique ticket number to add a comment to.
messageTypeStringThe type of comment to add to the system. Possible values are
  • Note
  • Resolution
  • TransferNote
  • FollowUp
notetextStringThe body text of the note, in plain text.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

AddTicketNoteHtml

Adds a comment to the specified ticket. This function does NOT encode text. HTML is allowed. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique ticket number to add a comment to.
messageTypeStringThe type of comment to add to the system. Possible values are
  • Note
  • Resolution
  • TransferNote
  • FollowUp
notetextStringThe body text of the note, in HTML.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

AddTicketNoteHtmlWithDate

Adds a comment to the specified ticket as if it came in on a specified date. This function does NOT encode text. HTML is allowed. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique ticket number to add a comment to.
messageTypeStringThe type of comment to add to the system. Possible values are
  • Note
  • Resolution
  • TransferNote
  • FollowUp
notetextStringThe body text of the note, in HTML.
dateEnteredUTCDateTimeThe date and time of the note, in GMT.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

AddTicketTimeLog

Adds a new time log to a ticket. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketIdInt32The numeric ID of the ticket.
subjectStringThe subject of the ticket.
agentIDInt32The numeric ID of the agent assigned to the time log.
timeLogCategoryIDInt32The numeric master category ID.
descriptionStringThe description of the time log.
dateStartUTCDateTimeThe date and time work began for this time log, in GMT.
dateEndUTCDateTimeThe date and time work ended for this time log, in GMT.
isBillableBooleanTrue if the time log should be recorded as billable.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

AppendToTicketAttachment

Appends data to an existing attachment. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketAttachmentIdInt32The numeric ID of the attachment to add to.
dataByte[]The bytes of data to add to the attachment. If data is long, it may be necessary to call this function multiple times.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

CloseTicket

Changes the status of a ticket to closed, and optionally adds a closing comment. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.
closingCommentStringIf set, specifies text to store in a final comment on the ticket.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

CreateTicket

Creates a new outbound ticket as if it was sent from an agent. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
departmentIDInt32The numeric ID of the department in which the ticket should be created.
groupIdInt32The numeric ID of the group in which the ticket should be created.
userIdOfAgentInt32The numeric ID of the user to whom the ticket should be assigned. Pass 0 to auto-assign.
toAddressStringThe email address of the end user.
subjectStringThe subject of the ticket.
bodyStringThe body text of the new ticket.
isHtmlBooleanTrue if the 'body' parameter is HTML. False if it is plain text.
setWaitingBooleanTrue to set the ticket status to 'waiting on customer'.
sendEmailBooleanTrue to send an email for this ticket out to the end user.

Returns StringRequestResult

StringRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultStringResults of the function, as a string.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

CreateTicketFromCustomer

Creates a new ticket as if it was sent from an end user. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
departmentIdInt32The numeric ID of the department in which the ticket should be created.
fromAddressStringThe email address of the end user.
subjectStringThe subject of the ticket.
bodyStringThe body text of the new ticket.
isHtmlBooleanTrue if the 'body' parameter is HTML. False if it is plain text.
sendAutoResponderBooleanTrue to send an autoresponder after the ticket is created.

Returns StringRequestResult

StringRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultStringResults of the function, as a string.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

CreateTicketFromCustomerWithCC

Creates a new ticket as if it was sent from an end user. Also allows specifying additional email addresses to be included. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
departmentIdInt32The numeric ID of the department in which the ticket should be created.
fromAddressStringThe email address of the end user.
ccAddressStringThe email address(es) of any CCs for the message.
subjectStringThe subject of the ticket.
bodyStringThe body text of the new ticket.
isHtmlBooleanTrue if the 'body' parameter is HTML. False if it is plain text.
sendAutoResponderBooleanTrue to send an autoresponder after the ticket is created.

Returns StringRequestResult

StringRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultStringResults of the function, as a string.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

CreateTicketFromCustomerWithDate

Creates a new ticket as if it was sent from an end user. Also allows the setting of key dates for the ticket. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
departmentIdInt32The numeric ID of the department in which the ticket should be created.
groupIdInt32The numeric ID of the group in which the ticket should be created.
userIdInt32The numeric ID of the user to whom the ticket should be assigned.
fromAddressStringThe email address of the end user.
subjectStringThe subject of the ticket.
bodyStringThe body text of the new ticket.
isHtmlBooleanTrue if the 'body' parameter is HTML. False if it is plain text.
sendAutoResponderBooleanTrue to send an autoresponder after the ticket is created.
dateOpenedUTCDateTimeThe date and time that the ticket should store as its creation date, in GMT.
dateIdleStartTimeUTCDateTimeThe date and time that the ticket should store as its last idle date, in GMT.
dateFirstMessageReceivedDateTimeThe date and time that the ticket should store as receiving its first message, in GMT.

Returns StringRequestResult

StringRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultStringResults of the function, as a string.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

CreateTicketFromCustomerWithDateAndCC

Creates a new ticket as if it was sent from an end user. Also allows the setting of key dates for the ticket and specifying additional email addresses to be included. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
departmentIdInt32The numeric ID of the department in which the ticket should be created.
groupIdInt32The numeric ID of the group in which the ticket should be created.
userIdInt32The numeric ID of the user to whom the ticket should be assigned.
fromAddressStringThe email address of the end user.
ccAddressStringThe email address(es) of any CCs for the message.
subjectStringThe subject of the ticket.
bodyStringThe body text of the new ticket.
isHtmlBooleanTrue if the 'body' parameter is HTML. False if it is plain text.
sendAutoResponderBooleanTrue to send an autoresponder after the ticket is created.
dateOpenedUTCDateTimeThe date and time that the ticket should store as its creation date, in GMT.
dateIdleStartTimeUTCDateTimeThe date and time that the ticket should store as its last idle date, in GMT.
dateFirstMessageReceivedDateTimeThe date and time that the ticket should store as receiving its first message, in GMT.

Returns StringRequestResult

StringRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultStringResults of the function, as a string.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

CreateTicketWithCC

Creates a new outbound ticket as if it was sent from an agent. Also allows specifying additional email addresses to be included. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
departmentIDInt32The numeric ID of the department in which the ticket should be created.
groupIdInt32The numeric ID of the group in which the ticket should be created.
userIdOfAgentInt32The numeric ID of the user to whom the ticket should be assigned. Pass 0 to auto-assign.
toAddressStringThe email address of the end user.
ccAddressStringThe email address(es) of any CCs for the message.
subjectStringThe subject of the ticket.
bodyStringThe body text of the new ticket.
isHtmlBooleanTrue if the 'body' parameter is HTML. False if it is plain text.
setWaitingBooleanTrue to set the ticket status to 'waiting on customer'.
sendEmailBooleanTrue to send an email for this ticket out to the end user.

Returns StringRequestResult

StringRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultStringResults of the function, as a string.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

CreateTicketWithDate

Creates a new outbound ticket as if it was sent from an agent. Also allows the setting of key dates for the ticket. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
departmentIDInt32The numeric ID of the department in which the ticket should be created.
groupIdInt32The numeric ID of the group in which the ticket should be created.
userIdOfAgentInt32The numeric ID of the user to whom the ticket should be assigned. Pass 0 to auto-assign.
toAddressStringThe email address of the end user.
subjectStringThe subject of the ticket.
bodyStringThe body text of the new ticket.
isHtmlBooleanTrue if the 'body' parameter is HTML. False if it is plain text.
setWaitingBooleanTrue to set the ticket status to 'waiting on customer'.
sendEmailBooleanTrue to send an email for this ticket out to the end user.
dateOpenedUTCDateTimeThe date and time that the ticket should store as its creation date, in GMT.
dateIdleStartTimeUTCDateTimeThe date and time that the ticket should store as its last idle date, in GMT.
dateFirstMessageReceivedDateTimeThe date and time that the ticket should store as receiving its first message, in GMT.

Returns StringRequestResult

StringRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultStringResults of the function, as a string.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

CreateTicketWithDateAndCC

Creates a new outbound ticket as if it was sent from an agent. Also allows the setting of key dates for the ticket and specifying additional email addresses to be included. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
departmentIDInt32The numeric ID of the department in which the ticket should be created.
groupIdInt32The numeric ID of the group in which the ticket should be created.
userIdOfAgentInt32The numeric ID of the user to whom the ticket should be assigned. Pass 0 to auto-assign.
toAddressStringThe email address of the end user.
ccAddressStringThe email address(es) of any CCs for the message.
subjectStringThe subject of the ticket.
bodyStringThe body text of the new ticket.
isHtmlBooleanTrue if the 'body' parameter is HTML. False if it is plain text.
setWaitingBooleanTrue to set the ticket status to 'waiting on customer'.
sendEmailBooleanTrue to send an email for this ticket out to the end user.
dateOpenedUTCDateTimeThe date and time that the ticket should store as its creation date, in GMT.
dateIdleStartTimeUTCDateTimeThe date and time that the ticket should store as its last idle date, in GMT.
dateFirstMessageReceivedDateTimeThe date and time that the ticket should store as receiving its first message, in GMT.

Returns StringRequestResult

StringRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultStringResults of the function, as a string.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

DeleteTicket

Marks the given ticket as deleted. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketIdInt32The numeric ID of the ticket.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

EditTicketNote

Edits the properties of a comment. View the full specification

Inputs

Input ParametersDescription
authUsernameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
commentIdInt32The numeric ID of the comment to edit.
ticketNumberStringThe new textual unique ticket number to associate the comment to.
messageTypeStringThe new comment type. Possible values are
  • Note
  • Resolution
  • TransferNote
  • FollowUp
noteTextStringThe new body text of the note, in plain text. This function encodes text, so HTML is not allowed.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

EditTicketNoteHTML

Edits the properties of a comment. This function does NOT encode text. HTML is allowed. View the full specification

Inputs

Input ParametersDescription
authUsernameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
commentIdInt32The numeric ID of the comment to edit.
ticketNumberStringThe new textual unique ticket number to associate the comment to.
messageTypeStringThe new comment type. Possible values are
  • Note
  • Resolution
  • TransferNote
  • FollowUp
noteTextStringThe new body text of the note, in HTML.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetAgentReceivingStatus

Get the tickets receiving status for the agent authenticated with authUserName. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns ReceivingStatusInfoArrayResult

ReceivingStatusInfoArrayResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ReceivingStatusReceivingStatusInfo[]A list of status details, as defined in the ReceivingStatusInfo class.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
ReceivingStatusInfoDescription
DepartmentIdInt32The numeric ID of the department associated to this record.
DepartmentNameStringThe friendly name of the department associated to this record.
GroupIdInt32The numeric ID of the group associated to this record.
GroupNameStringThe friendly name of the group associated to this record.
IsReceivingBooleanTrue if the agent is receiving tickets for this department/group combination.

GetAgentReceivingStatusAsAdmin

Use admin credentials to Get the tickets receiving status for the agent specified with agentUserName. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
agentUserNameStringUsername of the Employee to get status.

Returns ReceivingStatusInfoArrayResult

ReceivingStatusInfoArrayResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ReceivingStatusReceivingStatusInfo[]A list of status details, as defined in the ReceivingStatusInfo class.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
ReceivingStatusInfoDescription
DepartmentIdInt32The numeric ID of the department associated to this record.
DepartmentNameStringThe friendly name of the department associated to this record.
GroupIdInt32The numeric ID of the group associated to this record.
GroupNameStringThe friendly name of the group associated to this record.
IsReceivingBooleanTrue if the agent is receiving tickets for this department/group combination.

GetAgentsSignature

Gets the signature for the agent authenticated with authUserName for the specified department and group. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
DepartmentIDInt32The numeric ID of the department.
GroupIDInt32The numeric ID of the group.
plainTextBooleanTrue to return the signature in plain text. False to return it in HTML.

Returns StringRequestResult

StringRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultStringResults of the function, as a string.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetCustomFieldControls

Get the custom field template for the given department. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
departmentIdInt32The numeric ID of the department.

Returns CustomFieldInfoArrayResult

CustomFieldInfoArrayResultDescription
CustomFieldsCustomFieldInfo[]A list of custom field details, as defined in the CustomFieldInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
CustomFieldInfoDescription
CustomFieldIdInt32The numeric ID of the custom field.
CustomTemplateIdInt32The numeric ID of the custom field template.
DisplayNameStringThe display name of the custom field.
IsRequiredByAgentsBooleanTrue if agents are requried to fill out this custom field when replying to a ticket.
IsRequiredByAgentsToCloseBooleanTrue if agents are requried to fill out this custom field before closing a ticket.
IsRequiredByUsersBooleanTrue if end users are required to fill out this custom field when submitting a ticket.
IsVisibleToAgentsBooleanTrue if agents are shown this custom field in the management interface.
IsVisibleToUsersBooleanTrue if end users are shown this custom field when submitting a ticket.
SortOrderInt32Order all CustomFieldInfo results by the SortOrder field to ensure they appear in proper order.

GetGroupTicketInfo

Returns the number of open tickets by group for the agent authenticated with the authUserName parameter. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns SettingsRequestResult

SettingsRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultsString[]Results of the function, as a list of strings.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetTicketAttachments

Returns a list of attachments for a ticket. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketIdInt32The numeric ID of the ticket.

Returns TicketAttachmentInfoArrayResult

TicketAttachmentInfoArrayResultDescription
FilesTicketAttachmentInfo[]A list of attachment details, as defined in the TicketAttachmentInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TicketAttachmentInfoDescription
downloadUrlStringThe URL that can be used to directly download the file from SmarterTrack.
fileDateUtcDateTimeThe write date and time on the file, in GMT.
fileIdInt32The numeric ID of the attachment.
fileNameOnDiskStringThe filename as it is stored on the hard disk by SmarterTrack.
fileNameOriginalStringThe filename as it appeared originally outside of SmarterTrack.
fileSizeInBytesInt64The size of the file, in bytes.
senderStringThe display name of the user that uploaded the file.
senderUserIdInt32The numeric ID of the user that uploaded the file.
ticketMessageIdInt64The numeric ID of the ticket message to which this item is attached. If more than one message contains the same attachment, this will be the most recent one.

GetTicketConversationPartList

Returns a list of conversation parts (messages, comments, related items, etc.) for a given ticket. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketIdInt32The numeric ID of the ticket.

Returns TicketPartInfoArrayResult

TicketPartInfoArrayResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
PartsTicketPartInfo[]A list of ticket part details, as defined in the TicketPartInfo class.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TicketPartInfoDescription
CreationDateUtcDateTimeThe date and time the part was created, in GMT.
DescriptionStringThe subject text of the part.
DirectionInt32Indicates whether the message was inbound or outbound. Possible values are:
  • 0 = End User to Agent
  • 1 = Agent to End User
IsDraftBooleanWhether or not the item is a draft.
PartIdInt64The numeric ID of the ticket part.
RecipientStringThe name of the recipient of the part.
SenderStringThe name of the sender of the part.
TypeInt32The type of part this is. Possible values are:
  • 1 = Message
  • 10 = Note
  • 11 = Transfer Note
  • 12 = Resolution

GetTicketCount

Returns the total number of open tickets for the agent authenticated with the authUserName parameter. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns IntRequestResult

IntRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultInt32Results of the function, as an integer.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetTicketCounts_Agent

Returns agent ticket counts by brand, department, and group for the agent authenticated with the authUserName parameter. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns TicketCountInfoArrayResult

TicketCountInfoArrayResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TicketCountsTicketCountInfo[]A list of ticket count details, as defined in the TicketCountInfo class.
TicketCountInfoDescription
ActiveTicketCountInt32The numer of open and active tickets.
BrandIdInt32The numeric ID of the brand associated to this record.
DepartmentIdInt32The numeric ID of the department associated to this record.
FollowUpTicketCountInt32The number of tickets in follow-up status.
GroupIdInt32The numeric ID of the group associated to this record.
UserIdInt32The numeric ID of the agent associated to this record.
WaitingTicketCountInt32The numer of open but waiting tickets.

GetTicketCounts_Global

Returns global ticket counts by brand, department, group and agent. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns TicketCountInfoArrayResult

TicketCountInfoArrayResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TicketCountsTicketCountInfo[]A list of ticket count details, as defined in the TicketCountInfo class.
TicketCountInfoDescription
ActiveTicketCountInt32The numer of open and active tickets.
BrandIdInt32The numeric ID of the brand associated to this record.
DepartmentIdInt32The numeric ID of the department associated to this record.
FollowUpTicketCountInt32The number of tickets in follow-up status.
GroupIdInt32The numeric ID of the group associated to this record.
UserIdInt32The numeric ID of the agent associated to this record.
WaitingTicketCountInt32The numer of open but waiting tickets.

GetTicketCustomFields

Returns a list of custom field values from the list of requested fields for the specified ticket. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.
requestedValuesString[]A list of names of custom fields for which you wish to retrieve values.

Returns SettingsRequestResult

SettingsRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultsString[]Results of the function, as a list of strings.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetTicketCustomFieldsList

Returns a list of all custom field properties and values for the specified ticket. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.

Returns SettingsRequestResult

SettingsRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultsString[]Results of the function, as a list of strings.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetTicketEventHistory

Returns the history details of a ticket. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketIdInt32The numeric ID of the ticket.

Returns TicketEventInfoArrayResult

TicketEventInfoArrayResultDescription
EventsTicketEventInfo[]A list of event details, as defined in the TicketEventInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TicketEventInfoDescription
DescriptionStringThe short description of the event.
DetailsStringThe body text of the event.
EventDateUtcDateTimeThe date and time that the event occurred, in GMT.
UserTakingActionStringThe name of the user that was taking action at the time.

GetTicketInfo

Get details about a ticket for the given numeric ticket ID. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketIdInt32The numeric ID of the ticket.

Returns TicketInfoResult

TicketInfoResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TicketTicketInfoDetails about the ticket, as defined in the TicketInfo class.
TicketInfoDescription
CustomerEmailAddressStringThe email address of the end user.
IDInt32The numeric ID of the ticket.
IdAgentInt32The numeric ID of the agent assigned to the ticket.
IdCustomerInt32The numeric ID of the end user that submitted the ticket.
IdDepartmentInt32The numeric ID of the department to which the ticket is assigned.
IdGroupInt32The numeric ID of the group to which the ticket is assigned.
IsActiveBooleanTrue if the ticket is active. False if the ticket is waiting or closed.
IsDeletedBooleanTrue if the ticket is marked as deleted.
IsOpenBooleanTrue if the ticket is open or waiting. False if it is closed.
IsPinnedToAgentBooleanTrue if the ticket is pinned to the agent specified in IdAgent.
IsSpamBooleanTrue if the ticket is marked as spam. If IsDeleted is false, this flag should be ignored.
LastReplyDateUtcDateTimeThe date and time of the last reply to the ticket, in GMT.
PriorityInt32The priority of the ticket. Default priority IDs are:
  • 1 = Low
  • 2 = Normal
  • 3 = High
  • 4 = Urgent
ReplyCountInInt32The total number of messages from the end user.
ReplyCountOutInt32The total number of messages from agents.
RequiresFollowUpBooleanTrue if the ticket is marked as needing follow-up.
ShowInFollowUpViewBooleanTrue if the ticket should appear in the follow-up section of SmarterTrack.
SubjectStringThe subject of the ticket.
TicketNumberStringThe text-based unique ticket number.

GetTicketInfoByTicketNumber

Get details about a ticket for the given textual ticket number. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique ticket number.

Returns TicketInfoResult

TicketInfoResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TicketTicketInfoDetails about the ticket, as defined in the TicketInfo class.
TicketInfoDescription
CustomerEmailAddressStringThe email address of the end user.
IDInt32The numeric ID of the ticket.
IdAgentInt32The numeric ID of the agent assigned to the ticket.
IdCustomerInt32The numeric ID of the end user that submitted the ticket.
IdDepartmentInt32The numeric ID of the department to which the ticket is assigned.
IdGroupInt32The numeric ID of the group to which the ticket is assigned.
IsActiveBooleanTrue if the ticket is active. False if the ticket is waiting or closed.
IsDeletedBooleanTrue if the ticket is marked as deleted.
IsOpenBooleanTrue if the ticket is open or waiting. False if it is closed.
IsPinnedToAgentBooleanTrue if the ticket is pinned to the agent specified in IdAgent.
IsSpamBooleanTrue if the ticket is marked as spam. If IsDeleted is false, this flag should be ignored.
LastReplyDateUtcDateTimeThe date and time of the last reply to the ticket, in GMT.
PriorityInt32The priority of the ticket. Default priority IDs are:
  • 1 = Low
  • 2 = Normal
  • 3 = High
  • 4 = Urgent
ReplyCountInInt32The total number of messages from the end user.
ReplyCountOutInt32The total number of messages from agents.
RequiresFollowUpBooleanTrue if the ticket is marked as needing follow-up.
ShowInFollowUpViewBooleanTrue if the ticket should appear in the follow-up section of SmarterTrack.
SubjectStringThe subject of the ticket.
TicketNumberStringThe text-based unique ticket number.

GetTicketMessageAttachmentInfo

Returns a list of attachments for a ticket message. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketMessageIdInt64The numeric ID of the ticket message.

Returns TicketAttachmentInfoArrayResult

TicketAttachmentInfoArrayResultDescription
FilesTicketAttachmentInfo[]A list of attachment details, as defined in the TicketAttachmentInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TicketAttachmentInfoDescription
downloadUrlStringThe URL that can be used to directly download the file from SmarterTrack.
fileDateUtcDateTimeThe write date and time on the file, in GMT.
fileIdInt32The numeric ID of the attachment.
fileNameOnDiskStringThe filename as it is stored on the hard disk by SmarterTrack.
fileNameOriginalStringThe filename as it appeared originally outside of SmarterTrack.
fileSizeInBytesInt64The size of the file, in bytes.
senderStringThe display name of the user that uploaded the file.
senderUserIdInt32The numeric ID of the user that uploaded the file.
ticketMessageIdInt64The numeric ID of the ticket message to which this item is attached. If more than one message contains the same attachment, this will be the most recent one.

GetTicketMessageHtml

Returns the body text for a specific ticket message formatted as HTML. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketMessageIdInt64The numeric ID of the ticket message.

Returns TicketMessageBodyResult

TicketMessageBodyResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
messageBodyStringThe body text of the message.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetTicketMessagePlainText

Returns the body text for a specific ticket message formatted as plain text. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketMessageIdInt64The numeric ID of the ticket message.

Returns TicketMessageBodyResult

TicketMessageBodyResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
messageBodyStringThe body text of the message.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetTicketNote

Returns details about the specified note. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
commentIdInt32The numeric ID of the comment.

Returns TicketCommentInfoResult

TicketCommentInfoResultDescription
CommentTicketCommentInfoDetails about the comment, as defined in the TicketCommentInfo class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TicketCommentInfoDescription
CommentIdInt32The numeric ID of the comment.
CommentTextStringThe body text of the comment.
CommentTypeStringThe type of comment. Possible values are:
  • Note
  • Resolution
  • TransferNote
  • FollowUp
DateEnteredUTCDateTimeThe date and time the comment was created, in GMT.
TicketIdInt32The numeric ID of the ticket to which this comment is attached.
UserIdInt32The numeric ID of the user that added the comment.

GetTicketProperties

Returns a list of requested properties for the ticket specified. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.
requestedValuesString[]A list of property names to retrieve. Possible values are:
  • BodyContent
  • BodyContentRaw
  • BodyHTML
  • CCAddress
  • CustomerEmailAddress
  • DateDeletedUTC
  • DateOpenedUTC
  • DateReceivedUTC
  • DepartmentID
  • FileIDRawContent
  • FromAddress
  • GroupID
  • IdleStartTimeUTC
  • IsDeleted
  • IsIndexed
  • IsPinnedToAgent
  • IsSpam
  • PinImage
  • ReplyCountIn
  • ReplyCountOut
  • Subject
  • TicketID
  • TicketNumber
  • TicketPriorityID
  • TicketStatusID
  • ToAddress
  • ToCustomer
  • UserID

Returns SettingsRequestResult

SettingsRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultsString[]Results of the function, as a list of strings.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetTicketPropertiesList

Returns a list of all properties for the specified ticket. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.

Returns SettingsRequestResult

SettingsRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultsString[]Results of the function, as a list of strings.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetTicketsBySearch

Returns a list of tickets that match the given search criteria. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
searchCriteriaString[]A list of 'key=value' pairs that indicate the search parameters. Possible key names are:
  • BrandId
  • DateEndUtc
  • DateStartUtc
  • DepartmentId
  • EmailAddress
  • GroupId
  • HasResolution
  • IsActive
  • IsDeleted
  • IsOpen
  • IsSpam
  • MaxResults
  • Priority
  • ShowInFollowUpView
  • SortOrder
  • TicketNumber
  • UserId
To search by custom fields, pass in the id of the field as the key and the search term as the value (ie: 1 = 'value')

Returns TicketInfoArrayResult

TicketInfoArrayResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TicketsTicketInfo[]A list of ticket details, as defined in the TicketInfo class.
TicketInfoDescription
CustomerEmailAddressStringThe email address of the end user.
IDInt32The numeric ID of the ticket.
IdAgentInt32The numeric ID of the agent assigned to the ticket.
IdCustomerInt32The numeric ID of the end user that submitted the ticket.
IdDepartmentInt32The numeric ID of the department to which the ticket is assigned.
IdGroupInt32The numeric ID of the group to which the ticket is assigned.
IsActiveBooleanTrue if the ticket is active. False if the ticket is waiting or closed.
IsDeletedBooleanTrue if the ticket is marked as deleted.
IsOpenBooleanTrue if the ticket is open or waiting. False if it is closed.
IsPinnedToAgentBooleanTrue if the ticket is pinned to the agent specified in IdAgent.
IsSpamBooleanTrue if the ticket is marked as spam. If IsDeleted is false, this flag should be ignored.
LastReplyDateUtcDateTimeThe date and time of the last reply to the ticket, in GMT.
PriorityInt32The priority of the ticket. Default priority IDs are:
  • 1 = Low
  • 2 = Normal
  • 3 = High
  • 4 = Urgent
ReplyCountInInt32The total number of messages from the end user.
ReplyCountOutInt32The total number of messages from agents.
RequiresFollowUpBooleanTrue if the ticket is marked as needing follow-up.
ShowInFollowUpViewBooleanTrue if the ticket should appear in the follow-up section of SmarterTrack.
SubjectStringThe subject of the ticket.
TicketNumberStringThe text-based unique ticket number.

GetTicketStatus

Returns the current status of a specific ticket. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.

Returns StringRequestResult

StringRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultStringResults of the function, as a string.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetTicketStatusInternal

Returns the current SmarterTrack status of a specific ticket. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.

Returns StringRequestResult

StringRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultStringResults of the function, as a string.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetTicketTimeLog

Gets details about a time log entry. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketIdInt32The numeric ID of the ticket.
timeLogIdInt32The numeric ID of the time log.

Returns TimeLogInfoResult

TimeLogInfoResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TimeLogTimeLogInfoDetails about a time log entry, as defined in the TimeLogInfo class.
TimeLogInfoDescription
AgentIDInt32The numeric ID of the agent assigned to the time log.
CallLogIDInt32The numeric ID of the call log attached to the time log, or 0 if none.
CategoryNameStringThe display name of the time log category.
ChatIDInt32The numeric ID of the chat attached to the time log, or 0 if none.
DateEndUTCDateTimeThe date and time of the end of the time log, in GMT.
DateStartUTCDateTimeThe date and time of the start of the time log, in GMT.
DescriptionStringThe body text of the time log.
IDInt32The numeric ID of the time log.
IsBillableBooleanTrue if the time log is flagged as billable.
IsDeletedBooleanTrue if the time log is flagged as deleted.
SubjectStringThe subject of the time log.
TicketIDInt32The numeric ID of the ticket attached to the time log, or 0 if none.
TimeLogCategoryIDInt32The numeric ID of the master category for the time log.

GetTicketTimeLogs

Returns a list of time logs for a ticket. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketIdInt32The numeric ID of the ticket.

Returns TimeLogInfoArrayResult

TimeLogInfoArrayResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
TimeLogsTimeLogInfo[]A list of time log details, as defined in the TimeLogInfo class.
TimeLogInfoDescription
AgentIDInt32The numeric ID of the agent assigned to the time log.
CallLogIDInt32The numeric ID of the call log attached to the time log, or 0 if none.
CategoryNameStringThe display name of the time log category.
ChatIDInt32The numeric ID of the chat attached to the time log, or 0 if none.
DateEndUTCDateTimeThe date and time of the end of the time log, in GMT.
DateStartUTCDateTimeThe date and time of the start of the time log, in GMT.
DescriptionStringThe body text of the time log.
IDInt32The numeric ID of the time log.
IsBillableBooleanTrue if the time log is flagged as billable.
IsDeletedBooleanTrue if the time log is flagged as deleted.
SubjectStringThe subject of the time log.
TicketIDInt32The numeric ID of the ticket attached to the time log, or 0 if none.
TimeLogCategoryIDInt32The numeric ID of the master category for the time log.

GetTicketURL

Retrieves a URL that can be used to direct users to view a ticket in the portal. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.

Returns StringRequestResult

StringRequestResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
RequestResultStringResults of the function, as a string.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

HandOffActiveTickets

Hands-off all active tickets assigned to the agent authenticated with authUserName. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

HandOffActiveTicketsAsAdmin

Use admin credentials to Hands-off all active tickets for agent specified with agentUserName. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
agentUserNameStringUser to hand-off tickets.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

PingService

Pings the web service with the specified credentials to test connectivity. View the full specification

Inputs

Input ParametersDescription
authUsernameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
dataUsernameStringThe agent username to verify access for.

Returns IsAvailableResult

IsAvailableResultDescription
IsAvailableBooleanTrue if the service is available. False if it is not.

RemoveFollowUp

Removes the follow-up for a ticket. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketIdInt32The numeric ID of the ticket.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetAgentReceivingStatus

Set the tickets receiving status for the agent authenticated with authUserName. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
receivingStatusArrReceivingStatusInfo[]A list of statuses to set, as defined in the ReceivingStatusInfo class.
ReceivingStatusInfoDescription
DepartmentIdInt32The numeric ID of the department associated to this record.
DepartmentNameStringThe friendly name of the department associated to this record.
GroupIdInt32The numeric ID of the group associated to this record.
GroupNameStringThe friendly name of the group associated to this record.
IsReceivingBooleanTrue if the agent is receiving tickets for this department/group combination.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetAgentReceivingStatusAsAdmin

Use admin credentials to set the tickets receiving status for the agent specified with agentUsername. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
agentUserNameStringUsername of the Employee to change status.
receivingStatusArrReceivingStatusInfo[]A list of statuses to set, as defined in the ReceivingStatusInfo class.
ReceivingStatusInfoDescription
DepartmentIdInt32The numeric ID of the department associated to this record.
DepartmentNameStringThe friendly name of the department associated to this record.
GroupIdInt32The numeric ID of the group associated to this record.
GroupNameStringThe friendly name of the group associated to this record.
IsReceivingBooleanTrue if the agent is receiving tickets for this department/group combination.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetAgentReceivingStatusForAllGroups

Set the tickets receiving status for all groups the agent authenticated with authUserName belongs to. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
receiveTicketsBooleanTrue if the agent should receive new tickets. False if not.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetAgentReceivingStatusForAllGroupsAsAdmin

Use admin credentials to set the tickets receiving status for all groups for the agent with the supplied agentUserName. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
agentUserNameStringUsername of the agent to change status.
receiveTicketsBooleanTrue if the agent should receive new tickets. False if not.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetFollowUp

Marks the ticket as requiring follow-up, and optionally adds a comment to the ticket. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketIdInt32The numeric ID of the ticket.
followUpDateUtcDateTimeThe date and time on which the follow-up should be triggered, in GMT.
newGroupIdInt32The numeric ID of the group to which the ticket should be assigned.
newAgentIdInt32The numeric ID of the agent to which the ticket should be assigned.
newStatusStringThe new status of the ticket. Possible values are
  • Open
  • Waiting
  • Closed
pinToAgentBooleanTrue to pin the ticket to the agent specified in newAgentId.
commentStringIf specified, adds a comment to the ticket to specify why the follow-up was added.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetTicketCustomFields

Sets the values of the specific custom fields for a ticket. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.
customFieldValuesString[]A list of 'name=value' pairs of values to set. Name is any custom field name.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetTicketProperties

Sets the provided property values of the specified ticket. View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.
ticketPropertyValuesString[]A list of 'key=value' pairs of data to set. Possible key names are:
  • BodyHTML
  • CCAddress
  • CustomerEmailAddress
  • DateDeletedUTC
  • DateOpenedUTC
  • DateReceivedUTC
  • DepartmentID
  • FileIDRawContent
  • FromAddress
  • GroupID
  • IdleStartTimeUTC
  • IsDeleted
  • IsIndexed
  • IsPinnedToAgent
  • IsSpam
  • ReplyCountIn
  • ReplyCountOut
  • Subject
  • TicketPriorityID
  • TicketStatusID
  • ToAddress
  • ToCustomer
  • UserID

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

TransferTicket

Transfers the specified ticket to the group and agent provided (ticket will be placed in queue if an agent is not specified). View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.
targetGroupIDInt32The numeric ID of the group to transfer to.
targetAgentIDInt32The numeric ID of the user to transfer to.
transferCommentStringIf specified, adds a transfer note to the ticket.
ticketStatusStringThe new status for the ticket. Possible values are:
  • Open
  • Waiting
  • Closed

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

TransferTicketToInstance

Transfers the specified ticket to the group and agent provided in another instance of SmarterTrack (ticket will be placed in queue if an agent is not specified). View the full specification

Inputs

Input ParametersDescription
authUserNameStringUsername with permissions to call this web service.
authPasswordStringPassword of the account used in authUserName parameter.
ticketNumberStringThe textual unique number associated to a ticket.
transferServerIDInt32The numeric ID of the server to transfer to.
targetDepartmentIDInt32The numeric ID of the department to transfer to. This is the department ID that exists in the other installation’s database and not the local database.
targetDepartmentNameStringThe ticket’s new department display name in the installation you are transferring to. This is the department display name that exists in the other installation’s database and not the local database.
targetGroupIDInt32The numeric ID of the group to transfer to. This is the group ID that exists in the other installation’s database and not the local database
targetGroupNameStringThe ticket’s new group display name in the installation you are transferring to. This is the group display name that exists in the other installation’s database and not the local database.
targetAgentIDInt32The numeric ID of the user to transfer to. This is the agent ID that exists in the other installation’s database and not the local database.
targetUserNameStringThe ticket’s new agent username in the installation you are transferring to. This is the user name that exists in the other installation’s database and not the local database.
transferCommentStringIf specified, adds a transfer note to the ticket.
ticketStatusStringThe new status for the ticket. Possible values are:
  • Open
  • Waiting
  • Closed

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
https://portal.smartertools.com:443/Services2/svcVoip.asmx

This web service contains methods with which VoIP providers can interface.

WSDL Definition

Functions
GetContactsReturns all possible voip targets for an account. Used for transfers and calls.
GetLoginHandshakeReturns a value that can be used when logging in to the web interface or calling SmarterCommunicator.ashx.
GetVoipSettingsReturns all settings required to log in to a SIP phone.
SearchUsersSearches users by display name, username, phone number, and email.
SetAFKStatusForces the AFK status for the user.
SetAvailabilityForces the availability flag for the user.
StoreCallRecordingStores a call recording with a call log entry identified by EITHER the call log guid or the call log ID. Large files should be sent as separate parts in order to avoid going over the request size limit. Best practice is to split files into 256K chunks. Service will not allow files > 1 GB.

GetContacts

Returns all possible voip targets for an account. Used for transfers and calls. View the full specification

Inputs

Input ParametersDescription
authUserNameStringThe username of the agent for which contacts should be returned.
authPasswordStringPassword of the account used in authUserName parameter.

Returns ContactItemListResult

ContactItemListResultDescription
ContactsContactItem[]A list of possible contacts, as defined in the ContactItem class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
ContactItemDescription
CountryCodeStringIf set, this represents the external phone number's country code for the contact.
DisplayNameStringThe friendly name for the contact.
ExtensionStringThe extension of the person or hunt-group.
GroupIDNullable<Int32>The internal numeric ID of the group. If this contact represents a user, this value will be null.
IsAvailableBooleanTrue if the contact is available, meaning they can receive calls.
IsBusyBooleanTrue if the contact is busy and shouldn't be bothered (for instance, too many chats). Not applicable to groups.
IsGroupBooleanTrue if the contact is a group, false if it is a user.
PhoneNumberStringIf set, this represents the external phone number for the contact. This may indicate that the number cannot be a transfer target.
UserIDNullable<Int32>The internal numeric ID of the user. If this contact represents a group, this value will be null.
VoipAccountGuidStringThe internal Guid of the Voip Account. If this contact represents a group, this value will be empty.

GetLoginHandshake

Returns a value that can be used when logging in to the web interface or calling SmarterCommunicator.ashx. View the full specification

Inputs

Input ParametersDescription
authUserNameStringThe username of the agent for the token.
authPasswordStringPassword of the account used in authUserName parameter.

Returns LoginHandshakeResult

LoginHandshakeResultDescription
DateExpiresUtcDateTimeThe date and time that the handshake expires.
HandshakeMethodInt32The handshake validation method.
HandshakeTokenStringThe string used to handshake with the login page.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

GetVoipSettings

Returns all settings required to log in to a SIP phone. View the full specification

Inputs

Input ParametersDescription
authUserNameStringThe username of the agent for which settings should be returned.
authPasswordStringPassword of the account used in authUserName parameter.

Returns NamedSettingsResult

NamedSettingsResultDescription
AccountsVoipAccount[]A list of configured VoIP accounts, as defined in the VoipAccount class.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
VoipAccountDescription
DepartmentIDInt32The numeric ID for the department.
DisplayNameStringThe friendly name for the account, as it should be displayed in selection lists.
GroupIDInt32The numeric ID for the group.
IsAvailableBooleanTrue if the voip connection is available to receive calls.
IsBusyBooleanTrue if the agent is busy and shouldn't be bothered (for instance, too many chats).
NamedSettingsString[]A list of setting values for the account in 'key=value' pairs. Possible values are:
  • Options.AllowRecordControl
  • Options.AutoRecordCalls
  • Options.DefaultDepartmentID
  • Options.MaxLines
  • SIP.AuthName
  • SIP.Domain
  • SIP.Port
  • SIP.Server
  • SmarterTrack.Url.EditCallLog
  • SmarterTrack.Version
  • STUN.Port
  • STUN.Server
  • User.DisplayName
  • User.Password
  • User.Username
PublicCountryCodeStringThe country code for the account phone number, as displayed to end users.
PublicExtensionStringThe extension for the account phone number, if any.
PublicPhoneNumberStringThe phone number for the account, as displayed to end users.
UserIDInt32The numeric ID for the agent associated with this phone.
VoipAccountGuidStringThe ID for the voip account.

SearchUsers

Searches users by display name, username, phone number, and email. View the full specification

Inputs

Input ParametersDescription
authUserNameStringThe username of the agent searching.
authPasswordStringPassword of the account used in authUserName parameter.
searchTermStringThe search terms.
maxResultsInt32Maximum number of results to return.

Returns UserSearchResult

UserSearchResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.
UsersUserItem[]A list of possible users, as defined in the UserItem class.
UserItemDescription
CountryCodeStringIf set, this represents the external phone number's country code for the contact.
DisplayNameStringThe friendly name for the user.
EmailAddressStringThe email for the user.
ExtensionStringThe extension of the person or hunt-group.
PhoneNumberStringIf set, this represents the external phone number for the contact. This may indicate that the number cannot be a transfer target.
UserIDNullable<Int32>The internal numeric ID of the user. If this contact represents a group, this value will be null.
UserNameStringThe username for the user.

SetAFKStatus

Forces the AFK status for the user. View the full specification

Inputs

Input ParametersDescription
authUserNameStringThe username of the agent for which the status should be updated.
authPasswordStringPassword of the account used in authUserName parameter.
goAFKBooleanTrue to set the AFK status to Away(unavailable).

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

SetAvailability

Forces the availability flag for the user. View the full specification

Inputs

Input ParametersDescription
authUserNameStringThe username of the agent for which the status should be updated.
authPasswordStringPassword of the account used in authUserName parameter.
voipAccountGuidStringOptional The Guid of the account to change. If not specified, affects all accounts associated to the user.
availableBooleanTrue to make the voip account available.

Returns GenericResult

GenericResultDescription
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.

StoreCallRecording

Stores a call recording with a call log entry identified by EITHER the call log guid or the call log ID. Large files should be sent as separate parts in order to avoid going over the request size limit. Best practice is to split files into 256K chunks. Service will not allow files > 1 GB. View the full specification

Inputs

Input ParametersDescription
authUserNameStringThe username of the agent to which the recording should attach.
authPasswordStringPassword of the account used in authUserName parameter.
callLogIdInt32The numeric identifier of the call log.
callLogAttachmentIdNullable<Int32>If this is a secondary part of a file that was already partially uploaded, pass in the attachment ID.
fileNameStringThe name of the recording file to store.
startPositionInt64The position in the file to start writing.
isLastPartBooleanSet this to true if this is the last (or only) part of the file to be uploaded.
fileDataByte[]The bytes of the file for this part.

Returns UploadedFileResult

UploadedFileResultDescription
CallLogAttachmentIdInt32The numeric identifier for the uploaded attachment. If there was an error, or this is a continuation, this value will be 0.
MessageStringA text message explaining the results of the operation, including the reason for any failures.
ResultBooleanReturns true if the function call was successful.
ResultCodeInt32A result code, which differs by function.