Create and update requests

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.

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);