[resolved] Webservice SearchTicket with multiple States

[krasseoma]

I want to search all tickets with state "new" and "open". Anyhow I find no solution to combine both states in search.

What works (search for one state)

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$VAR1 = {
  'CustomerID' => '50320446',
  'OrderBy' => 'Up',
  'Password' => 'HIDDEN',
  'RequestMethod' => 'GET',
  'SortBy' => 'Created',
  'States' => 'new',
  'UserLogin' => 'webservice_user'
};

What is not working:

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Incoming data before (and after) mapping:
$VAR1 = {
  'CustomerID' => '50320446',
  'OrderBy' => 'Up',
  'Password' => 'HIDDEN',
  'RequestMethod' => 'GET',
  'SortBy' => 'Created',
  'States[0]' => 'open',
  'States[1]' => 'new',
  'UserLogin' => 'webservice_user'
};

Is there a way to search for State=new OR state=open?

[root]

Hi,

I guess it's the TicketSearch operation from the GenericInterface? Please show a little bit more details.

- Roy

[crythias]

Try StateIDs
By default new is StateIDs=1 and open is StateIDs=4

This may potentially vary in your deployment. Go to Admin, State, and hover over the appropriate states, look at the Status bar of your browser for the State ID (Subaction=Change;ID=x)

A web search would look like:
Action=AgentTicketSearch;Subaction=Search;StateIDs=1;StateIDs=4

On the other hand:
https://stackoverflow.com/questions/306 ... uery-param

[krasseoma]

Is there a way to use the names? Because we have a development and liveserver and I cannot guarantee that both systems have the same ids

@crythias: why do you use this subaction=change?

Is this necessary? I cannot find anything in this doc: https://doc.otrs.com/doc/manual/admin/6 ... 1.6.12.4.9

[zzz]

crythias is (also) talking about the web search (search subaction) but most attributes stay the same.
If you want to go by names, try States instead of StateIDs.

— Emin

[krasseoma]

In my second try I sent already "States"

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'States[0]' => 'open',
'States[1]' => 'new',

I copied it from webservice log. So this is how it is imported to otrs.

But why does it not work?

[skullz]

Try

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States => ['open', 'closed'],  

[krasseoma]

Now I tried following:

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$VAR1 = {
  'CustomerID' => 'HIDDEN',
  'OrderBy' => 'Up',
  'Password' => 'HIDDEN',
  'RequestMethod' => 'GET',
  'SortBy' => 'Created',
  'States[]' => [
    'new',
    'open',
    'closed successful',
    'closed unsuccessful'
  ],
  'UserLogin' => 'HIDDEN'
};

Still not working!

[reneeb]

It should be without the "[]" after "States". How do you call the webservice? In the browser? With code (PHP, Perl, ...)? If the latter, please show some code.

[krasseoma]

I use PHP for the webservice call.

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$requestParameter['States'] = ['new','open'];

it's done with curl_exec and for the query I use

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$query = http_build_query($parameters);
return preg_replace('/%5B[0-9]+%5D/simU', '%5B%5D', $query);

here in preg_replace was my error!

correct replacement:

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return preg_replace('/%5B[0-9]+%5D/simU', '', $query);