Working with requests in CRMScript

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Version: 10

Some tooltip text!

• 2 minutes to read

 • 2 minutes to read

• Create ticket
• Get ticket info
• Add a message
• Get message info
• Accept request
• Reply to customer
• Delegate a request
• Priority and escalation
• Split and merge tickets
• Samples
• Request logs

A word of caution

Edit message

For obvious reasons, you should not alter the text in a message after the fact.

However, you might need to edit some properties for bookkeeping or compliance. For example:

• Time spent (accumulates)
• Invoicing info
• Access level (internal/external)
• Attachments (removal might be required)

Delete tickets

Warning

In general, we don't recommend deleting requests. It is usually preferable to add a comment and/or tag and mark it as closed.

Deleting a ticket will also delete all messages and attachments linked to it!

However, you may be required to delete a request to comply with your company's privacy policy. Proceed with caution! Use the same statements as for closing a ticket, just change the status code from 2 to 4.

Reference

Status

Status	Description
0	Unknown/uninitialized
1	Active
2	Closed
3	Postponed
4	Deleted
5	Merged/Linked

Timestamp values - ticket

Parameter	Db field	Description
activate	activate	When to activate a postponed ticket
createdAt	created_at	When the ticket was created
repliedAt	replied_at	When the 1st external message was added
stopEscalation	stop_escalation
readStatus	read_status	Has the owner has read the ticket? (red, yellow, green)
deadline	deadline	The deadline of the ticket
timeToClose	time_to_close	Minutes between create and close

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

Timestamp values - message

Parameter	Db field	Description
createdAt	created_at	When the message was posted
timeSpent	time_spent	Minutes used on this message
timeCharge	time_charge	Minutes to be invoiced for this message