Samples

•

Version: 10

• 2 minutes to read

List available categories

SearchEngine se;
se.addField("ej_category.name");
printLine(se.executeTextTable());

List available priorities

SearchEngine se;
se.addField("ej_priority.name");
printLine(se.executeTextTable());

Find requests

Search for a ticket with a given tag

Tagging is a powerful tool for organizing and finding requests in SuperOffice Service.

SearchEngine se;
se.addFields("ticket", "id,title");
se.addCriteria("ticket.tags", "in", "1,2");
printLine(se.executeTextTable());

Tip

List tags by their ID as a comma-separated string.

List all tickets with a given status

SearchEngine se;
se.addFields("ticket", "id,title,cust_id.contact_id.associate_id");
se.addCriteria("ticket.status", "OperatorEquals", "1");
printLine(se.executeTextTable());

This snippet lists all active tickets. Change the last argument to addCriteria() to filter on other statuses.

Find people

Find "Our contact" on the company for the customer connected to the ticket

There is not a direct route from a ticket to an associate. You need to step through the tables in the following order using the foreign keys:

Ticket (cust_id)
Person (contact_id)
Contact (associate_id)
Associate

SearchEngine se;
se.addField("ticket.cust_id.contact_id.associate_id");
se.addCriteria("ticket.id", "OperatorEquals", "1");
se.execute();

This snippet fetches the associate ID of "Our contact" form ticket 1.

Postpone tickets

Sometimes you need to put tickets on the back-burner.

DateTime now = getCurrentDateTime();

Ticket t;
t.load(3);
t.setValue("status", "3");
t.setValue("lastChanged", now.toString());
t.setValue("dbiLastModified", now.toString());

Message m;
m.setValue("ticketId", t.getValue("id"));
m.setValue("createdAt", t.getValue("lastChanged"));
m.setValue("createdBy", t.getValue("ownedBy"));
m.setValue("slevel", "1");
m.setValue("body", "Expecting fix in next patch");
m.save();

t.setValue("activate", now.moveToMonthEnd().toString());
t.save();
t.notifyEmail(5);