jeffgleed

I was having a play around with the Hornbill ESP web site and I noticed that, if I create a custom View it runs some simpler code: <methodCall service="apps/com.hornbill.servicemanager/Requests" method="smGetRequests" trace="user/com.hornbill.servicemanager" csrf_token="a333f2bdcec0fc8b77409a78ec9013223701b0cb"> <params> <customerEquals>johnb</customerEquals> <rowstart>0</rowstart> <limit>100</limit> <optgroupBy>none</optgroupBy> <orderByColumn>h_datelogged</orderByColumn> <orderByDirection>descending</orderByDirection> </params> </methodCall> Unfortunartely, if I try and execute the request I get the following: <methodCall service="apps/com.hornbill.servicemanager/Requests" method="smGetRequests" trace="user/com.hornbill.servicemanager" csrf_token="a333f2bdcec0fc8b77409a78ec9013223701b0cb"> <params> <customerEquals>johnb</customerEquals> <rowstart>0</rowstart> <limit>100</limit> <optgroupBy>none</optgroupBy> <orderByColumn>h_datelogged</orderByColumn> <orderByDirection>descending</orderByDirection> </params> </methodCall> Which seems odd to me as I am using the API Key associated with the system administrator. I seem to be ab;le to make almost any other API call, just not this one! Would getting this one working give me what I want as it seems pretty flexible?

Ok I missed that. If there are built in queries that would be excellent.

Ok cool .. As you guessed we are trying to put together a POC now. The REST API I have written uses a plug-in model so we should be able to switch between SupportWorks and Hornbill ESP should we need to. I am just trying to get both the plug-ins working which is not as straightforwards as I had hoped! Some help creating the queries would be appreciated e.g. an example call for entitySearch which returns all calls for the customer_id="johnb" and the ability to filter by status would be good. I can't find anything in the forums or via Google. I assume the format of the searchQuery would be something like customer_id:"johnb" but I can't really even guess what the parameters for entity would be. Thanks for the help Jeff

Thanks, yeah that sounds sensible ... We are developing a new AI based conversational (Chatbot type) application which provides information for users on a wide range of applications (about 70 ... of which Supportworks/Hornbill is just one). From the support application perspective we want to be able to: Get a list of call raised/owned by a specific user (in a nice concise form) . Same thing for a single call ref Create a new call to be owned by the user but actioned by the Chatbot application. Cancel a call by call ref Update the status of a call by call ref. The new Chatbot is intended to be the primary interface for all our applications and, if required, should be able to automatically setup a support call (as if it were going to be actioned by a real person), perform the action (via any of our applications) and close the call when the action has been completed. The plan is to abstract to this application outside of any single 3rd party product so we do not become dependent on it for all time. The Chatbot is heavily based on Microsoft Cognitive AI services and has already been subject to considerable investment. The decision on whether to purchase any 3rd party applications will be heavily dependent on our ability to access it's data via this Chatbot. Hope that all makes sense.

Ok .. I have run the application whilst debugging in Chrome. When I list all Requests (the sandbox currently has 291 with 253 open). This triggers a call to smGetRequests with the following request payload <methodCall service="apps/com.hornbill.servicemanager/Requests" method="smGetRequests" trace="user/com.hornbill.servicemanager" csrf_token="a333f2bdcec0fc8b77409a78ec9013223701b0cb"><params><typeEquals>Incident</typeEquals><typeEquals>Service Request</typeEquals><typeEquals>Change Request</typeEquals><typeEquals>Problem</typeEquals><typeEquals>Known Error</typeEquals><typeEquals>Release</typeEquals><statusEquals>status.resolved</statusEquals><statusNotEquals>status.closed</statusNotEquals><serviceEquals>153</serviceEquals><serviceEquals>23</serviceEquals><serviceEquals>5</serviceEquals><serviceEquals>20</serviceEquals><serviceEquals>101</serviceEquals><serviceEquals>19</serviceEquals><serviceEquals>186</serviceEquals><serviceEquals>12</serviceEquals><serviceEquals>193</serviceEquals><serviceEquals>62</serviceEquals><serviceEquals>132</serviceEquals><serviceEquals>25</serviceEquals><serviceEquals>14</serviceEquals><serviceEquals>184</serviceEquals><serviceEquals>15</serviceEquals><serviceEquals>16</serviceEquals><serviceEquals>96</serviceEquals><serviceEquals>139</serviceEquals><serviceEquals>125</serviceEquals><serviceEquals>21</serviceEquals><serviceEquals>22</serviceEquals><textFilter>%</textFilter><rowstart>0</rowstart><limit>100</limit><optgroupBy>none</optgroupBy><orderByColumn>h_datelogged</orderByColumn><orderByDirection>descending</orderByDirection></params></methodCall> If I try to run it from my application using the API key attached to Graham C (The same user I logged in with) I get .... <?xml version=\"1.0\" encoding=\"utf-8\"?><methodCallResult status=\"ok\"><params><count>0.000000</count><exception>You do not have the rights to view the selected request types.</exception></params><flowCodeDebugState><step>61c615fc-56f0-4f9b-9a2b-3a28fc86c823</step><executionId>a316f04e-bec8-4929-9639-973a2301ccd9</executionId></flowCodeDebugState></methodCallResult> This seems at odds with your previous comment taht the GUI uses entitySearch. Was this just a mistake or am I still not calling the right thing. Also, I seem to be unable to access the data via the API even though I can run the call when loged into Hornbill. Regards Jeff

I am obviously missing something important: I am using the Sandbox. If I login to Hornbill as GrahamC and list all the Requests for John Brown (by typing John Brown into the search box) it returns 12 items with each of them showing 'John Brown' under the customer name colum and no owner. IF I then run the following API xmlmcService.AddParam("queryName", "getCustomersRequests"); xmlmcService.AddParam("resultType", "allData"); xmlmcService.AddParam("customerId", "johnb"); xmlmcService.AddParam("limit", "200"); xmlmcService.Invoke("apps/com.hornbill.servicemanager/Requests", "getCustomerRequests"); I get 15 requests returned. The first 12 are the same ones as showin in the user interface. I have no idea what the final 3 are. Also, johnb comes back as the user id (despite being blank in the UI) but no customer id is returned. Can someone explain what is being returned please? [{"h_pk_reference":"IN00000251","h_summary":"Lync Issues","h_description":"Lync Issue, See question section for more info","h_fk_user_id":"johnb","h_requesttype":"Incident","h_status":"status.open","h_datelogged":{"@raw":"2017-06-27 16:17:05","#text":"2017-06-27 17:17:05"},"h_fk_priorityname":"Low","h_activity_stream_id":"urn:buzz:activityStream:07302090-aeca-44ec-a9f5-e7ed17ddc339","h_datelastmodified":{"@raw":"2017-06-27 16:17:04","#text":"2017-06-27 17:17:04"}},{"h_pk_reference":"IN00000263","h_summary":"Lync Issues","h_description":"Lync Issue, See question section for more info","h_fk_user_id":"johnb","h_requesttype":"Incident","h_status":"status.open","h_datelogged":{"@raw":"2017-08-22 16:17:05","#text":"2017-08-22 17:17:05"},"h_fk_priorityname":"Low","h_activity_stream_id":"urn:buzz:activityStream:5c9ca14a-a9b8-4590-bad3-255502ae68be","h_datelastmodified":{"@raw":"2017-08-22 16:17:05","#text":"2017-08-22 17:17:05"}},{"h_pk_reference":"IN00000290","h_summary":"Lync Issues","h_description":"Lync Issue, See question section for more info","h_fk_user_id":"johnb","h_requesttype":"Incident","h_status":"status.open","h_datelogged":"2017-12-12 17:17:06","h_fk_priorityname":"Low","h_activity_stream_id":"urn:buzz:activityStream:58c28827-6a59-4859-b8ab-1533acb69e09","h_datelastmodified":"2017-12-12 17:17:06"},{"h_pk_reference":"IN00000302","h_summary":"Lync Issues","h_description":"Lync Issue, See question section for more info","h_fk_user_id":"johnb","h_requesttype":"Incident","h_status":"status.open","h_datelogged":"2018-02-06 17:17:08","h_fk_priorityname":"Low","h_activity_stream_id":"urn:buzz:activityStream:f19db3a3-f7a6-4531-bce3-7f5360882d40","h_datelastmodified":"2018-02-06 17:17:08"},{"h_pk_reference":"IN00000317","h_summary":"Lync Issues","h_description":"Lync Issue, See question section for more info","h_fk_user_id":"johnb","h_requesttype":"Incident","h_status":"status.open","h_datelogged":{"@raw":"2018-04-03 16:17:03","#text":"2018-04-03 17:17:03"},"h_fk_priorityname":"Low","h_activity_stream_id":"urn:buzz:activityStream:3f19706c-7d86-43cb-955e-08170a191e26","h_datelastmodified":{"@raw":"2018-04-03 16:17:03","#text":"2018-04-03 17:17:03"}},{"h_pk_reference":"IN00000324","h_summary":"Lync Issues","h_description":"Lync Issue, See question section for more info","h_fk_user_id":"johnb","h_requesttype":"Incident","h_status":"status.open","h_datelogged":{"@raw":"2018-05-29 16:17:02","#text":"2018-05-29 17:17:02"},"h_fk_priorityname":"Low","h_activity_stream_id":"urn:buzz:activityStream:eacf2d9b-89af-427d-98bc-6d38d37d6fcd","h_datelastmodified":{"@raw":"2018-05-29 16:17:02","#text":"2018-05-29 17:17:02"}},{"h_pk_reference":"IN00000368","h_summary":"Lync Issues","h_description":"Lync Issue, See question section for more info","h_fk_user_id":"johnb","h_requesttype":"Incident","h_status":"status.open","h_datelogged":{"@raw":"2018-07-24 16:17:03","#text":"2018-07-24 17:17:03"},"h_fk_priorityname":"Low","h_activity_stream_id":"urn:buzz:activityStream:6586f617-3f3d-414f-9187-24dcf890ac95","h_datelastmodified":{"@raw":"2018-07-24 16:17:03","#text":"2018-07-24 17:17:03"}},{"h_pk_reference":"IN00000380","h_summary":"Lync Issues","h_description":"Lync Issue, See question section for more info","h_fk_user_id":"johnb","h_requesttype":"Incident","h_status":"status.open","h_datelogged":{"@raw":"2018-09-18 16:17:06","#text":"2018-09-18 17:17:06"},"h_fk_priorityname":"Low","h_activity_stream_id":"urn:buzz:activityStream:8ec76aa1-11e7-491a-8c27-509444dd3d87","h_datelastmodified":{"@raw":"2018-09-18 16:17:05","#text":"2018-09-18 17:17:05"}},{"h_pk_reference":"IN00000420","h_summary":"Lync Issues","h_description":"Lync Issue, See question section for more info","h_fk_user_id":"johnb","h_requesttype":"Incident","h_status":"status.open","h_datelogged":"2018-11-13 17:17:33","h_fk_priorityname":"Low","h_activity_stream_id":"urn:buzz:activityStream:25c797e9-43ae-4ef8-a603-29f3b1fe34d3","h_datelastmodified":"2018-11-13 17:17:33"},{"h_pk_reference":"IN00000453","h_summary":"Lync Issues","h_description":"Lync Issue, See question section for more info","h_fk_user_id":"johnb","h_requesttype":"Incident","h_status":"status.open","h_datelogged":"2019-01-08 17:17:04","h_fk_priorityname":"Low","h_activity_stream_id":"urn:buzz:activityStream:8eea6559-3c62-4aca-a7d4-e15e63625fb1","h_datelastmodified":"2019-01-08 17:17:03"},{"h_pk_reference":"IN00000488","h_summary":"Lync Issues","h_description":"Lync Issue, See question section for more info","h_fk_user_id":"johnb","h_requesttype":"Incident","h_status":"status.open","h_datelogged":"2019-03-05 17:17:04","h_fk_priorityname":"Low","h_activity_stream_id":"urn:buzz:activityStream:c5b5f4b1-e9a2-4776-802f-ccf118eb6bc1","h_datelastmodified":"2019-03-05 17:17:04"},{"h_pk_reference":"IN00000517","h_summary":"Lync Issues","h_description":"Lync Issue, See question section for more info","h_fk_user_id":"johnb","h_requesttype":"Incident","h_status":"status.open","h_datelogged":{"@raw":"2019-04-30 16:17:01","#text":"2019-04-30 17:17:01"},"h_fk_priorityname":"Low","h_activity_stream_id":"urn:buzz:activityStream:145eadec-f09f-4e6d-9c7c-3a0d178cfc4d","h_datelastmodified":{"@raw":"2019-04-30 16:17:01","#text":"2019-04-30 17:17:01"}},{"h_pk_reference":"SR00000442","h_summary":"Dental Care Query","h_fk_user_id":"johnb","h_ownerid":"annab","h_requesttype":"Service Request","h_status":"status.open","h_datelogged":"2018-12-19 17:40:59","h_activity_stream_id":"urn:buzz:activityStream:80268f85-48bc-4e4e-ab2a-af6d35d35fe3","h_datelastmodified":"2018-12-19 17:40:59","customer_name":"Anna Bishop","icon":"42/0000000047"},{"h_pk_reference":"SR00000477","h_summary":"Dental Care Query","h_fk_user_id":"johnb","h_ownerid":"annab","h_requesttype":"Service Request","h_status":"status.open","h_datelogged":"2019-02-13 17:41:00","h_activity_stream_id":"urn:buzz:activityStream:a9d11b1c-d549-453b-8f42-5b5f0ac0d276","h_datelastmodified":"2019-02-13 17:41:00","customer_name":"Anna Bishop","icon":"42/0000000047"},{"h_pk_reference":"SR00000506","h_summary":"Dental Care Query","h_fk_user_id":"johnb","h_ownerid":"Leea","h_requesttype":"Service Request","h_status":"status.open","h_datelogged":{"@raw":"2019-04-10 16:40:55","#text":"2019-04-10 17:40:55"},"h_activity_stream_id":"urn:buzz:activityStream:05e70012-e58c-4308-9a18-2e27ee239f2c","h_datelastmodified":{"@raw":"2019-04-10 16:40:55","#text":"2019-04-10 17:40:55"},"customer_name":"Lee Alders","icon":"39/0000000072"}]

Both, we currently use SW but may be upgrading at some point to Hornbill. We are building a REST API to hide complexity and to make the upgrade from our existing API client apps more straightforward.

Thanks for the info. I have got to admit that the API documentation is quite hard to use so I have another related question. I want to get a single request record by reference. Initially I trued to use (what I though was obvious) getRequestRecord. Whilst this works, the format of the data is wildly different than the getCustomerRequests i.e. it includes a load of low level stuff and omits quite a lot of the textual information of use the end user. I can't see an obvious way of getting a request in the same (or similar) format to that returned by getCustomerRequests. Can anyone suggest how to do this? I did attempt to use the queryString but, as you mention, it's deprecated and it's completely not documented so it's pretty useless anyway.

I am trying to call an API method in the Sandbox. I have downloaded the C# exampel code from GitHub and run the following (The API Key is from the GrahamC pre-built account) //Create a new XmlService helper object from the Hornbill GitHub example var xmlMcService = new XmlmcService("https://api.hornbill.com", "xmlmc", "dav"); //Set the API Key from the GrahamC account xmlMcService.APIKey = "006c10c54cc244ea9bdcb78403459fb8"; //Invoke the getSessionInfo method xmlMcService.Invoke("session", "getSessionInfo"); The invoke method fails with the following error: The XMLXC request message specifies a different service than the one specified in the request URI I can't see anything wrong with what I have done and my reading of the documentation is this should work. Has anyone managed to call anything in the Sandbox API because I just don't seem to be getting anywhere. Also, if you are replying does anyone know why the shiny new product still does not support standard Web API / REST?