Create and update requests

• 3 minutes to read

Void setValue(String colName, String value)

Sets a named field to the given value. Look up names in the reference section down below, or check out the class reference.

Note

Both parameters are strings! Remember to use quotes even for IDs.

You must call save() after setting all applicable values to actually create or update the ticket.

Ticket t;
t.setValue("title", "No audio");
t.setValue("category", "2");
t.setValue("status", "1");
t.setValue("priority", "2");
print(t.save().toString());

This snippet creates a new ticket and prints its ID.

Tip

To check the available options for category, status, and priority: Go to the SuerOffice Admin client and select Requests from the main menu. You can now inspect the options in each tab.

Frequently used ticket values

Parameter	Db field	Description
title	title	A descriptive name, String
category	category	The ID of the category the ticket belongs to
ownedBy	owned_by	The ID of the user who owns the ticket
slevel	slevel	The security level of the ticket (1: internal, 2: external)
priority	priority	The ID
status	status	The main ticket status [0-5]
custId	cust_id	The ID of the primary customer
customers	ticket_customers	A comma-separated list of customer IDs
createdBy	created_by	The ID of the user who posted the ticket (1: system)

For a complete list of fields, see the database reference.

Integer save()

Saves a new or updated ticket and returns its ID.

Ticket t;
t.setValue("title", "No audio");
t.save();

Integer save(String log)

A variant of save() that also adds a message to the ticket log.

Ticket t;
t.setValue("title", "No audio");
t.save("This is the 5th audio complaint in 1 hour!");

Integer save(Bool setReadStatus, Bool doNotCheckEscalating)

A variant of save() with 2 settings for controlling processing:

setReadStatus: if true, update the read status
doNotCheckEscalating: if true, do NOT let the update trigger a possible escalation

Ticket t;
t.setValue("title", "No audio");
t.save(true, false);

Integer save(String log, Bool setReadStatus, Bool doNotCheckEscalating)

A variant of save() that combines the processing settings and a log message.

Ticket t;
t.setValue("title", "No audio");
t.save("audio",true, true);