Docs
General - Ticketing
Created: 2022-01-30 05:14:09 || Updated: 2023-01-02 06:53:44- Easily track service requests and issues for your clients.
There are currently two main views for tickets:
- All tickets - tickets from all clients are shown here
- Client-specific tickets - accessed via a client's view/page
Ticket Fields
- Client & Contact
- Priority (low/med/high)
- Subject
- Related asset
- Description
Ticket Features
- Agent Assignment/Re-assignment
- Custom ticket prefix
- Different ticket states - Open, Working, Hold, Closed
- Time tracking
- Public updates emailed to the client
- Private notes
- Merging
- Scheduled Tickets (can only be added from a client view)
- Invoicing - Create/update invoices with ticket references to bill for work
Email ticketing
Registered client contacts can create/update tickets via e-mail.
- Configure at: Settings > Mail:
- IMAP Host
- IMAP Port
- IMAP Encryption
- Turn on: Settings > Ticket > Email-to-ticket parsing
- Add a cron job to run email_parser_cron.php every few mins
Notes
- Only supports basic authentication (no oAuth) for now - a "nice to have" in the future
- The IMAP connection uses the same SMTP Username/Password configured for sending emails - should be configurable in future
- Emails from unregistered contacts without a ticket reference are ignored - we plan to auto-create contacts based on a client domain in future
API
/api/v1/tickets
Read - Retrieve ticket information (/read.php) (GET)
- Default / No params - Returns all tickets
- ticket_id - Specific ticket ID from the ITFlow database (may, but usually shouldn't, differ from ticket number)
Invoke-RestMethod -Uri "http://127.0.0.1/itflow/api/v1/tickets/read.php?api_key=3iVeTipINS9eDGpm&ticket_id=3" | ConvertTo-Json [...] |