Class TicketAgent

Facade for the Ticket Agent Agent used for Ticket functions

Inheritance

Object

AgentBase<ITicketAgent>

TicketAgent

Implements

IDisposable

ITicketAgent

IAgent

Inherited Members

AgentBase<ITicketAgent>.Dispose()

AgentBase<ITicketAgent>.InnerAgent

Namespace: SuperOffice.CRM.Services

Assembly: SuperOffice.Services.dll

Syntax

public class TicketAgent : AgentBase<ITicketAgent>, IDisposable, ITicketAgent, IAgent

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

Constructors

TicketAgent()

Facade for the Ticket Agent Agent used for Ticket functions

Declaration

public TicketAgent()

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

Methods

AddAttachments(Int32, Int32[])

Connect existing attachments with this TicketMessage. Can connect multiple attachments

Declaration

public void AddAttachments(int ticketMessageEntityId, int[] attachmentIds)

Parameters

Type	Name	Description
Int32	ticketMessageEntityId	The id of the ticket message to connect the attachments to
Int32[]	attachmentIds	An array of attachments to connect to this TicketMessage

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

BatchForward(Int32[], String[], String[], String[], String, Boolean)

Forwards selected tickets to specified recipients. This method starts a batch task.

Declaration

public int BatchForward(int[] ticketIds, string[] to, string[] cc, string[] bcc, string comment, bool closeTicket)

Parameters

Type	Name	Description
Int32[]	ticketIds	Ids of tickets to be forwarded.
String[]	to	The To-recipients. Each recipient must be in correct mailbox format (john@example.com or John Doe <john@example.com>).
String[]	cc	The Cc-recipients. Each recipient must be in correct mailbox format (john@example.com or John Doe <john@example.com>).
String[]	bcc	The Bcc-recipients. Each recipient must be in correct mailbox format (john@example.com or John Doe <john@example.com>).
String	comment	Comment will be included before ticket messages. Might be empty
Boolean	closeTicket	If true, ticket will be closed after forwarding

Returns

Type	Description
Int32	ID of the new batch task.

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

BatchReply(TicketBatchReplyData)

Replies to the specified tickets. This method starts a batch task.

Declaration

public int BatchReply(TicketBatchReplyData batchReplyData)

Parameters

Type	Name	Description
TicketBatchReplyData	batchReplyData	All data needed to initiate a mass ticket reply sending.

Returns

Type	Description
Int32	ID of the new batch task.

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

CalculateMessageRecipients(Int32, MessageActionType, Int32)

Gets recipients for new message

Declaration

public Recipient[] CalculateMessageRecipients(int ticketId, MessageActionType actionType, int messageId)

Parameters

Type	Name	Description
Int32	ticketId	The id of the ticket
MessageActionType	actionType	Message action
Int32	messageId	Optional ID of message being replied. Value <= 0 ignores parameter

Returns

Type	Description
Recipient[]	An array with Recipient objects

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

ClearNotify(Int32[])

Clear notification status for one or more tickets.

Declaration

public void ClearNotify(int[] ids)

Parameters

Type	Name	Description
Int32[]	ids	List of notify IDs.

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

CopyFromCRMDocument(Int32)

Copy CRM document to an attachment

Declaration

public AttachmentEntity CopyFromCRMDocument(int documentId)

Parameters

Type	Name	Description
Int32	documentId	The id of the document to copy to an attachment

Returns

Type	Description
AttachmentEntity

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

CopyToTempFile(String, Int32)

Copy ticket attachment to temporary file. Needed for existing document dialog compatibility

Declaration

public string CopyToTempFile(string filename, int attachmentId)

Parameters

Type	Name	Description
String	filename	Preferred filename
Int32	attachmentId	The id of the attachment to copy

Returns

Type	Description
String	Temporary document filename

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

CreateDefaultAttachmentEntity()

Loading default values into a new AttachmentEntity. NetServer calculates default values (e.g. Country) on the entity, which is required when creating/storing a new instance

Declaration

public AttachmentEntity CreateDefaultAttachmentEntity()

Returns

Type	Description
AttachmentEntity	New AttachmentEntity with default values

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

CreateDefaultForTicketType(Int32)

Create default ticket entity for particular TicketType

Declaration

public TicketEntity CreateDefaultForTicketType(int ticketTypeId)

Parameters

Type	Name	Description
Int32	ticketTypeId	ID of ticket type

Returns

Type	Description
TicketEntity	Default ticket entity

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

CreateDefaultTicketEntity()

Loading default values into a new TicketEntity. NetServer calculates default values (e.g. Country) on the entity, which is required when creating/storing a new instance

Declaration

public TicketEntity CreateDefaultTicketEntity()

Returns

Type	Description
TicketEntity	New TicketEntity with default values

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

CreateDefaultTicketMessageEntity()

Loading default values into a new TicketMessageEntity. NetServer calculates default values (e.g. Country) on the entity, which is required when creating/storing a new instance

Declaration

public TicketMessageEntity CreateDefaultTicketMessageEntity()

Returns

Type	Description
TicketMessageEntity	New TicketMessageEntity with default values

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

DeleteMessageHeaders(Int32[])

Removes headers from the message as specified in the collection of entity ids. The ids are message header ids (message header primary key)

Declaration

public void DeleteMessageHeaders(int[] headerIds)

Parameters

Type	Name	Description
Int32[]	headerIds	Message header primary keys

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

DeleteTicketEntity(Int32)

Delete a ticket

Declaration

public void DeleteTicketEntity(int ticketEntityId)

Parameters

Type	Name	Description
Int32	ticketEntityId	The ticket to delete

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

DeleteTicketMessageEntity(Int32)

Delete a ticket message

Declaration

public void DeleteTicketMessageEntity(int ticketMessageEntityId)

Parameters

Type	Name	Description
Int32	ticketMessageEntityId	The ticket message to delete

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

DoEscalating(Int32, TicketPriorityEscalateAction)

Checks if the ticket should change its alert level based on the priority and action. If it is to change, the alert level and alert timeout for the ticket will be updated.

Declaration

public void DoEscalating(int ticketId, TicketPriorityEscalateAction action)

Parameters

Type	Name	Description
Int32	ticketId	The id of ticket
TicketPriorityEscalateAction	action	The action to use when calculating the escalation

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetAttachmentEntity(Int32)

Gets a AttachmentEntity object.

Declaration

public AttachmentEntity GetAttachmentEntity(int attachmentEntityId)

Parameters

Type	Name	Description
Int32	attachmentEntityId	The identifier of the AttachmentEntity object

Returns

Type	Description
AttachmentEntity	AttachmentEntity

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetAttachmentInfo(Int32)

Get a list with meta data for all attached attachments

Declaration

public AttachmentEntity[] GetAttachmentInfo(int ticketMessageEntityId)

Parameters

Type	Name	Description
Int32	ticketMessageEntityId	The id of the ticket message to get attachment infos for

Returns

Type	Description
AttachmentEntity[]	An array with AttachmentEntity objects, describing each attachment

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetAttachmentInfoNonInline(Int32)

Get a list with meta data for all attached attachments, EXCEPT those marked as inline

Declaration

public AttachmentEntity[] GetAttachmentInfoNonInline(int ticketMessageEntityId)

Parameters

Type	Name	Description
Int32	ticketMessageEntityId	The id of the ticket message to get attachment infos for

Returns

Type	Description
AttachmentEntity[]	An array with AttachmentEntity objects, describing each attachment; those marked as INLINE will be skipped

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetAttachmentPreview(Int32)

Retrieve an attachment from ticket message. The returned data is intended to be used for a preview. The returned data is sanitized.

Declaration

public AttachmentPreview GetAttachmentPreview(int attachmentId)

Parameters

Type	Name	Description
Int32	attachmentId	The id of the attachment to retrieve

Returns

Type	Description
AttachmentPreview	Sanitized preview version of the attachment and additional metadata, if available

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetAttachmentStream(Int32)

Get the content of an attachment

Declaration

public Stream GetAttachmentStream(int attachmentId)

Parameters

Type	Name	Description
Int32	attachmentId	The id of the attachment to retrieve

Returns

Type	Description
Stream	A stream to the attachment content

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetDefaultMessageContent(Int32, MessageActionType, Int32)

Obsolete, use GetDefaultMessageContentFull instead

Declaration

public string GetDefaultMessageContent(int ticketId, MessageActionType messageActionType, int ticketMessageId)

Parameters

Type	Name	Description
Int32	ticketId	The id of the ticket
MessageActionType	messageActionType	Message action type: None/Reply/ReplyAll/Forward
Int32	ticketMessageId	The id of the message to quote in the returned content. 0 to skip/ignore

Returns

Type	Description
String	Sanitized HTML content

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetDefaultMessageContentFull(Int32, MessageActionType, Int32, Int32)

Generate a default message content: attachments and body as sanitized HTML

Declaration

public TicketMessageContent GetDefaultMessageContentFull(int ticketId, MessageActionType messageActionType, int ticketMessageId, int ticketTypeId)

Parameters

Type	Name	Description
Int32	ticketId	The id of the ticket
MessageActionType	messageActionType	Message action type: None/Reply/ReplyAll/Forward
Int32	ticketMessageId	The id of the message to quote in the returned content. 0 to skip/ignore
Int32	ticketTypeId	The id of the ticket type to look for reply template. 0 to use current ticket type

Returns

Type	Description
TicketMessageContent	Generated default message content

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetDefaultMessageContentWithOptions(Int32, MessageActionType, Int32, Int32, Boolean)

Generate a default message content with option to exclude signature: attachments and body as sanitized HTML

Declaration

public TicketMessageContent GetDefaultMessageContentWithOptions(int ticketId, MessageActionType messageActionType, int ticketMessageId, int ticketTypeId, bool excludeSignature)

Parameters

Type	Name	Description
Int32	ticketId	The id of the ticket
MessageActionType	messageActionType	Message action type: None/Reply/ReplyAll/Forward
Int32	ticketMessageId	The id of the message to quote in the returned content. 0 to skip/ignore
Int32	ticketTypeId	The id of the ticket type to look for reply template. 0 to use current ticket type
Boolean	excludeSignature	Flag to exclude a signature when generating the return content

Returns

Type	Description
TicketMessageContent	Generated default message content

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetForRmUi(Int32)

Get a ticket entity, adapted to the specific needs of the Request Management UI. WARNING: This endpoint is not guaranteed to be stable/compatible between versions

Declaration

public TicketEntity GetForRmUi(int ticketId)

Parameters

Type	Name	Description
Int32	ticketId	Primary key of ticket to fetch

Returns

Type	Description
TicketEntity	The ticket entity. Information is filtered/adapted to the current needs of the UI

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetHotlistEjUsers(Int32, Int32[], NotifyType, NotifyChannel)

Get a list of ej_user ids who should receive hotlist notification based on request and notification type

Declaration

public int[] GetHotlistEjUsers(int ticketId, int[] skipAssociateIds, NotifyType notifyType, NotifyChannel channel)

Parameters

Type	Name	Description
Int32	ticketId	The id of the ticket
Int32[]	skipAssociateIds	A list of associate ids to skip when calculating whom to get the notification
NotifyType	notifyType	The notification type we want to check for
NotifyChannel	channel	The channel which we should check for

Returns

Type	Description
Int32[]	List of matching ej_user ids

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetNextInQueue()

Assign a ticket to the caller based on intelligent queue system

Declaration

public TicketEntity GetNextInQueue()

Returns

Type	Description
TicketEntity	The ticket entity after assigning it to the caller

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetPreviewAttachmentStream(Int32)

Deprecated, see GetPreviewAttachment instead. Retrieve an attachment from ticket message. The returned data is intended to be used for a preview. The returned data is sanitized.

Declaration

public DocumentPreview GetPreviewAttachmentStream(int attachmentId)

Parameters

Type	Name	Description
Int32	attachmentId	The id of the attachment to retrieve

Returns

Type	Description
DocumentPreview	Sanitized preview version of the attachment

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetRfcAttachmentStream(Int32, Int32)

Get the content of an attachment which is part of RFC822 email attachment

Declaration

public Stream GetRfcAttachmentStream(int attachmentId, int position)

Parameters

Type	Name	Description
Int32	attachmentId	The id of the root attachment
Int32	position	The position (index) of the attachment within the root attachment. Numbering starts from 0

Returns

Type	Description
Stream	RFC822 attachment content as a Stream

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetTicket(Int32)

Gets a Ticket object.

Declaration

public Ticket GetTicket(int ticketId)

Parameters

Type	Name	Description
Int32	ticketId	The identifier of the Ticket object

Returns

Type	Description
Ticket	Ticket

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetTicketAttachments(Int32)

Get attachment infos for all attachments connected to messages in specified ticket

Declaration

public AttachmentEntity[] GetTicketAttachments(int ticketEntityId)

Parameters

Type	Name	Description
Int32	ticketEntityId	The id of the ticket to get attachment infos from

Returns

Type	Description
AttachmentEntity[]	An array containing attachment info objects for all the attachments

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetTicketEntity(Int32)

Gets a TicketEntity object.

Declaration

public TicketEntity GetTicketEntity(int ticketEntityId)

Parameters

Type	Name	Description
Int32	ticketEntityId	The identifier of the TicketEntity object

Returns

Type	Description
TicketEntity	TicketEntity

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetTicketMessage(Int32)

Gets a TicketMessage object.

Declaration

public TicketMessage GetTicketMessage(int ticketMessageId)

Parameters

Type	Name	Description
Int32	ticketMessageId	The identifier of the TicketMessage object

Returns

Type	Description
TicketMessage	TicketMessage

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetTicketMessageEntities(Int32, Int32[])

Get ticket message entities with attachment info for given ticket

Declaration

public TicketMessageEntity[] GetTicketMessageEntities(int ticketId, int[] messageIds)

Parameters

Type	Name	Description
Int32	ticketId	The id of the ticket to get message entities from
Int32[]	messageIds	Optional ids of message entities to get. If not provided, all ticket message entities will be returned.

Returns

Type	Description
TicketMessageEntity[]	An array containing ticket message entities

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetTicketMessageEntity(Int32)

Gets a TicketMessageEntity object.

Declaration

public TicketMessageEntity GetTicketMessageEntity(int ticketMessageEntityId)

Parameters

Type	Name	Description
Int32	ticketMessageEntityId	The identifier of the TicketMessageEntity object

Returns

Type	Description
TicketMessageEntity	TicketMessageEntity

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetTicketMessageWithEmbeddedData(Int32, ImageEmbedType)

Get a ticket message entity with posibillity to change embedded images to be represented with inline data within the HTML body. If using inline data, be sure not to save this back to the database.

Declaration

public TicketMessageEntity GetTicketMessageWithEmbeddedData(int id, ImageEmbedType embedImages)

Parameters

Type	Name	Description
Int32	id	The id of the ticket message entity
ImageEmbedType	embedImages	If set to Inline, then use inline base64 data to represent the images in the HTML body. Default: Link will use link to the image.

Returns

Type	Description
TicketMessageEntity	The entity to get

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetTicketMessageWithOptions(Int32, Boolean)

Get a ticket message entity with additional options.

Declaration

public TicketMessageEntity GetTicketMessageWithOptions(int ticketMessageEntityId, bool includeNonInlineAttachmentsInfo)

Parameters

Type	Name	Description
Int32	ticketMessageEntityId	The id of the ticket message entity
Boolean	includeNonInlineAttachmentsInfo	If true, then non inline attachments info will be loaded into TicketMessageEntity

Returns

Type	Description
TicketMessageEntity	The entity to get

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetTickets(Int32[])

Get multiple tickets

Declaration

public Ticket[] GetTickets(int[] ticketIds)

Parameters

Type	Name	Description
Int32[]	ticketIds	The ids of tickets to get

Returns

Type	Description
Ticket[]	Returns array of tickets in same order as input ids

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

GetTicketSummaries(Int32[])

Get an array of summaryitem for the given tickets

Declaration

public TicketSummaryItem[] GetTicketSummaries(int[] ticketIds)

Parameters

Type	Name	Description
Int32[]	ticketIds	The tickets to fetch summaries for

Returns

Type	Description
TicketSummaryItem[]	Summary items for the given id's, in no particular order

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

Html2Text(String)

Create a plain text version of the html, suitable for email

Declaration

public string Html2Text(string content)

Parameters

Type	Name	Description
String	content	The html version

Returns

Type	Description
String	The plain text version

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

MergeTickets(TicketEntity, Int32[])

Merge one or more tickets into one primary ticket

Declaration

public TicketEntity MergeTickets(TicketEntity mergedTicketEntity, int[] secondaryTicketIds)

Parameters

Type	Name	Description
TicketEntity	mergedTicketEntity	Merged ticket entity
Int32[]	secondaryTicketIds	Ids of secondary tickets

Returns

Type	Description
TicketEntity	The newly merged entity

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

NotifyNewTicket(Int32)

Notify user agents about the creation of a new ticket

Declaration

public void NotifyNewTicket(int ticketEntityId)

Parameters

Type	Name	Description
Int32	ticketEntityId	The id of the ticket to notify about

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

NotifyNewTicketMessage(Int32)

Notify user agents about the creation of a new message on a ticket

Declaration

public void NotifyNewTicketMessage(int ticketEntityId)

Parameters

Type	Name	Description
Int32	ticketEntityId	The id of the ticket to notify about

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

ProcessTicketWhenRead(Int32)

When a user view/read a ticket, a number of action should be performed: set read status, escalation handling, remove notifications, etc. Which actions will be performed depends on owner, caller and configuration

Declaration

public TicketEntity ProcessTicketWhenRead(int ticketEntityId)

Parameters

Type	Name	Description
Int32	ticketEntityId	The id of the ticket to mark as read

Returns

Type	Description
TicketEntity	The ticket entity after marking it as read

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

RemoveMessageAttachments(Int32, Int32[])

Removes attachments from the message as specified in the collection of entity ids. The ids are attachment ids (attachment primary key)

Declaration

public void RemoveMessageAttachments(int ticketMessageEntityId, int[] attachmentIds)

Parameters

Type	Name	Description
Int32	ticketMessageEntityId	The id of the ticket message to remove attachments from
Int32[]	attachmentIds	Attachment primary keys

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

ResolveTicketId(Int32)

Ticket can be connected (merged) to another ticket. This method traverses through its connection(s) and returns proper ticketId

Declaration

public int ResolveTicketId(int ticketId)

Parameters

Type	Name	Description
Int32	ticketId	Potentially correct ticketId

Returns

Type	Description
Int32	Correct ticketId. Returns 0 in case ticket does not exists

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

SanitizeMailContent(String)

Remove harmful HTML tags and attributes from an email

Declaration

public string SanitizeMailContent(string content)

Parameters

Type	Name	Description
String	content	The email content to sanitize

Returns

Type	Description
String	The sanitized email content

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

SanitizeMailContents(String[])

Remove harmful HTML tags and attributes from an email

Declaration

public string[] SanitizeMailContents(string[] contents)

Parameters

Type	Name	Description
String[]	contents	The email contents to sanitize

Returns

Type	Description
String[]	The sanitized email contents

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

SanitizeMailContentWithOptions(String, HtmlSanitizerOptions)

Remove harmful HTML tags and attributes from an email, using specified options

Declaration

public string SanitizeMailContentWithOptions(string content, HtmlSanitizerOptions options)

Parameters

Type	Name	Description
String	content	The email content to sanitize
HtmlSanitizerOptions	options	The options for the sanitizer engine

Returns

Type	Description
String	The sanitized email content

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

SaveAttachmentEntity(AttachmentEntity)

Updates the existing AttachmentEntity or creates a new AttachmentEntity if the id parameter is empty

Declaration

public AttachmentEntity SaveAttachmentEntity(AttachmentEntity attachmentEntity)

Parameters

Type	Name	Description
AttachmentEntity	attachmentEntity	The AttachmentEntity that is saved.

Returns

Type	Description
AttachmentEntity	New or updated AttachmentEntity

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

SaveTicketEntity(TicketEntity)

Updates the existing TicketEntity or creates a new TicketEntity if the id parameter is empty

Declaration

public TicketEntity SaveTicketEntity(TicketEntity ticketEntity)

Parameters

Type	Name	Description
TicketEntity	ticketEntity	The TicketEntity that is saved.

Returns

Type	Description
TicketEntity	New or updated TicketEntity

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

SaveTicketEntityWithNotify(TicketEntity, Boolean)

Saves a ticket and performs any user notifications

Declaration

public TicketEntity SaveTicketEntityWithNotify(TicketEntity newEntity, bool notify)

Parameters

Type	Name	Description
TicketEntity	newEntity	The ticket to save
Boolean	notify	If true, then the notifications will be sent

Returns

Type	Description
TicketEntity	The newly saved entity

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

SaveTicketMessageEntity(TicketMessageEntity)

Updates the existing TicketMessageEntity or creates a new TicketMessageEntity if the id parameter is empty

Declaration

public TicketMessageEntity SaveTicketMessageEntity(TicketMessageEntity ticketMessageEntity)

Parameters

Type	Name	Description
TicketMessageEntity	ticketMessageEntity	The TicketMessageEntity that is saved.

Returns

Type	Description
TicketMessageEntity	New or updated TicketMessageEntity

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

SaveTicketMessageEntityWithNotify(TicketMessageEntity, Boolean)

Saves a ticket message and performs any user notifications

Declaration

public TicketMessageEntity SaveTicketMessageEntityWithNotify(TicketMessageEntity newEntity, bool notify)

Parameters

Type	Name	Description
TicketMessageEntity	newEntity	The ticket message to save
Boolean	notify	If true, then the notification will be sent along with the save

Returns

Type	Description
TicketMessageEntity	The saved entity

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

SaveTicketMessageEntityWithOptions(TicketMessageEntity, Boolean, Int32[], Boolean)

Saves a ticket message and performs additional actions

Declaration

public TicketMessageEntity SaveTicketMessageEntityWithOptions(TicketMessageEntity entity, bool notify, int[] attachmentIds, bool updateRepliedAt)

Parameters

Type	Name	Description
TicketMessageEntity	entity	The ticket message to save
Boolean	notify	If true, then the notification will be sent along with the save
Int32[]	attachmentIds	An array of attachments to connect to this TicketMessage
Boolean	updateRepliedAt	Updates ticket's replied_at field if needed

Returns

Type	Description
TicketMessageEntity	The saved entity

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

SendTicketMessage(Int32, String[], String[], String[], String, Int32, String)

Send a message to recipients by email

Declaration

public void SendTicketMessage(int ticketMessageEntityId, string[] to, string[] cc, string[] bcc, string subject, int replyTemplateId, string gdprSource)

Parameters

Type	Name	Description
Int32	ticketMessageEntityId	The id of the ticket message to send
String[]	to	The To-recipients. Each recipient must be in correct format
String[]	cc	The Cc-recipients. Each recipient must be in correct format
String[]	bcc	The Bcc-recipients. Each recipient must be in correct format
String	subject	The subject
Int32	replyTemplateId	Optional ID of reply template to merge message with. <= 0 to skip.
String	gdprSource	Obsolete

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

SendTicketMessageSms(Int32, Int32, String[])

Send a message to recipients by sms

Declaration

public void SendTicketMessageSms(int ticketMessageEntityId, int replyTemplateId, string[] sms)

Parameters

Type	Name	Description
Int32	ticketMessageEntityId	The id of the ticket message to send
Int32	replyTemplateId	Optional ID of reply template to merge message with. <= 0 to skip.
String[]	sms	The Sms-recipients. Each recipient must be in correct format

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

SetDeletedStatusByIds(Int32[])

Sets tickets' status to Deleted. After a grace period these tickets will be deleted by a background job.

Declaration

public int[] SetDeletedStatusByIds(int[] ticketIds)

Parameters

Type	Name	Description
Int32[]	ticketIds	Ids of tickets to be set for deletion.

Returns

Type	Description
Int32[]	Ids of tickets set for deletion.

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

SetDeletedStatusByProvider(String, ArchiveRestrictionInfo[])

Sets tickets' status to Deleted. After a grace period these tickets will be deleted by a background job.

Declaration

public int[] SetDeletedStatusByProvider(string providerName, ArchiveRestrictionInfo[] restrictions)

Parameters

Type	Name	Description
String	providerName	Name of the provider that returns ticket rows.
ArchiveRestrictionInfo[]	restrictions	Query restrictions to be added to provider. Fixed providers, such as LastTicketsProvider, FavouriteTicketsProvider etc. already have mandatory restrictions setup - in such case extra restrictions will be combined, however for general use case for fixed providers you can pass an empty array and provider will return default results. For selection providers generally you should pass selectionId as a restriction.

Returns

Type	Description
Int32[]	Ids of tickets set for deletion.

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

SetTicketMessageImportant(Int32, Boolean)

Set the important flag on or off for a ticket message

Declaration

public void SetTicketMessageImportant(int ticketMessageId, bool important)

Parameters

Type	Name	Description
Int32	ticketMessageId	The id of the ticket message to set the important flag on
Boolean	important	Turn on or off the important flag

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

SetTicketReadByOwner(Int32, TicketReadStatus, Boolean)

Set the ReadByOwner status for a ticket. It will only have an effect if the calling user is the same as the owner of the ticket

Declaration

public TicketEntity SetTicketReadByOwner(int ticketEntityId, TicketReadStatus readStatus, bool checkEscalating)

Parameters

Type	Name	Description
Int32	ticketEntityId	The id of the ticket to set
TicketReadStatus	readStatus	The read status to set. See the enum for explanation of the different colors. Setting Unknown does nothing
Boolean	checkEscalating	If true, then the escalation system will be called and executed when setting the ReadByOwner

Returns

Type	Description
TicketEntity	The ticket entity after setting the ReadByOwner

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

SplitTicket(Int32, Int32, DateTime, Int32[], TicketEntity)

Save new ticket and move/copy data from existing ticket in a single request. Specified messages will be moved.

Declaration

public TicketEntity SplitTicket(int sourceTicketEntityId, int sourceTicketEntityStatusId, DateTime sourceTicketEntityActivate, int[] transferMessageIds, TicketEntity newTicketEntity)

Parameters

Type	Name	Description
Int32	sourceTicketEntityId	The id of the ticket to split
Int32	sourceTicketEntityStatusId	The id of the source ticket's status
DateTime	sourceTicketEntityActivate	The activate date of the source ticket
Int32[]	transferMessageIds	IDs of messages that should be transferred from the original ticket to the new one
TicketEntity	newTicketEntity	The new ticket to save. Includes new values for simple properties like title, category, status, etc., but not messages.

Returns

Type	Description
TicketEntity	The newly created entity

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

SplitTicketMessage(TicketMessageEntity, TicketEntity, TicketMessageEntity, Int32[])

Create new ticket and move/copy data from existing ticket in addition update old message and save new message in a single request.

Declaration

public TicketEntity SplitTicketMessage(TicketMessageEntity sourceTicketMessage, TicketEntity newTicketEntity, TicketMessageEntity newTicketMessage, int[] transferAttachmentsIds)

Parameters

Type	Name	Description
TicketMessageEntity	sourceTicketMessage	The message being splitted, content can be modified as part of the split.
TicketEntity	newTicketEntity	The new ticket to save. Includes new values for simple properties like title, category, status, etc., but not messages.
TicketMessageEntity	newTicketMessage	The new message to be saved
Int32[]	transferAttachmentsIds	IDs of attachments that should be transferred from the original message to the new one

Returns

Type	Description
TicketEntity	The newly created entity

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

UndeleteByIds(Int32[])

Restores deleted tickets by their ids. Status is set to a default open status defined in Registry table

Declaration

public void UndeleteByIds(int[] ticketIds)

Parameters

Type	Name	Description
Int32[]	ticketIds	Ids of tickets to be restored.

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

UpdateTicketsReadStatus(Int32[], TicketReadStatus)

This method changes multiple tickets' read status

Declaration

public int[] UpdateTicketsReadStatus(int[] ticketIds, TicketReadStatus newStatus)

Parameters

Type	Name	Description
Int32[]	ticketIds	Ticket ids to be updated
TicketReadStatus	newStatus	New read status

Returns

Type	Description
Int32[]	Updated ticket ids

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

UpdateTicketsReadStatusByProvider(String, ArchiveRestrictionInfo[], TicketReadStatus)

This method changes multiple tickets' read status

Declaration

public int[] UpdateTicketsReadStatusByProvider(string provider, ArchiveRestrictionInfo[] restrictions, TicketReadStatus newStatus)

Parameters

Type	Name	Description
String	provider	Name of the provider that returns ticket rows.
ArchiveRestrictionInfo[]	restrictions	Query restrictions to be added to provider. Fixed providers, such as LastTicketsProvider, FavouriteTicketsProvider etc. already have mandatory restrictions setup - in such case extra restrictions will be combined, however for general use case for fixed providers you can pass an empty array and provider will return default results. For selection providers generally you should pass selectionId as a restriction.
TicketReadStatus	newStatus	New read status

Returns

Type	Description
Int32[]	Updated ticket ids

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

UploadAttachment(Int32, Stream)

Upload the content for an attachment

Declaration

public void UploadAttachment(int attachmentId, Stream content)

Parameters

Type	Name	Description
Int32	attachmentId	The id of the attachment row, for which to attach the upload data
Stream	content	A stream to the content to be uploaded

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

ValidateAttachments(Int32[])

Check attachments, return validation result for each item

Declaration

public AttachmentValidationResult[] ValidateAttachments(int[] attachmentIds)

Parameters

Type	Name	Description
Int32[]	attachmentIds	The IDs of the attachments to validate

Returns

Type	Description
AttachmentValidationResult[]	Validation result

Examples

  using SuperOffice;
  using SuperOffice.CRM.Services;

  using (SoSession mySession = SoSession.Authenticate("user", "pass"))
  {
     using (TicketAgent agent = new TicketAgent())
     {
        // call methods on agent here...
     }
  }

Implements

System.IDisposable

ITicketAgent

IAgent