HGrigsby Posted March 19, 2019 Share Posted March 19, 2019 Hi We had some help last year to get some automated tickets logged using the API script. When the tickets log via the API they don't assign to the team, if I log one via the analyst or self service they do assign to the team. Anyone got any ideas? thanks Helen Link to comment Share on other sites More sharing options...
Victor Posted March 19, 2019 Share Posted March 19, 2019 @HGrigsby can you share the API payload? Can you detail on this "API script" ? Link to comment Share on other sites More sharing options...
HGrigsby Posted March 19, 2019 Author Share Posted March 19, 2019 Hi Victor Could you let me know exactly what you want and I will get it to you. Sorry not familiar with the terminology for this area. Thanks Helen Link to comment Share on other sites More sharing options...
Victor Posted March 19, 2019 Share Posted March 19, 2019 @HGrigsby - I need some details of this "API script" you mention... what is it exactly? Is it something we (Hornbill) built or is it something that you (as in your organisation) built? I would need to know how the API to raise a request is used... Link to comment Share on other sites More sharing options...
HGrigsby Posted March 19, 2019 Author Share Posted March 19, 2019 Hi Victor It was a script that Hornbill produced for us as part of some expert services work we had done. It started with Bob, then Nadeem and then Conor, who sent us the final script which we have edited. That part seems to be working correctly, the tickets are logged at the time and days we specify, the only thing that they don't do is to assign to the team. Perhaps it would have been better to log a support call for this. Helen Link to comment Share on other sites More sharing options...
Victor Posted March 19, 2019 Share Posted March 19, 2019 @HGrigsby - possibly we have a different understanding of the word "script" ... Anyway, you can raise a support request but it won't be much that support team can do about it. Seeing that it was the Product Specialists who provided this "script" it means it was provided via an Expert Service exercise which means they will have to pick it up to address any potential issue or develop it further if current functionality is not sufficient. I will drop a note to Customer Success team that you having this issue but perhaps you could also raise a request for a product specialist time via our portal: https://success.hornbill.com/hornbill/? Link to comment Share on other sites More sharing options...
Victor Posted March 19, 2019 Share Posted March 19, 2019 @HGrigsby is the script you mention, the API Scheduler by any chance?https://wiki.hornbill.com/index.php/API_Scheduler Link to comment Share on other sites More sharing options...
HGrigsby Posted March 19, 2019 Author Share Posted March 19, 2019 @Victor - Yes it is I am just logging a ticket with expert services for support on the request we had logged before. It feels like I am so nearly there but it just doesn't do the assignment which is one of the key parts of these requests. Link to comment Share on other sites More sharing options...
Victor Posted March 19, 2019 Share Posted March 19, 2019 @HGrigsby - ah... if is the API scheduler then raise a request with support actually... I thought the "script" is a piece of code written specifically for you... but is a tool that we provide globally so it is actually with support. Link to comment Share on other sites More sharing options...
HGrigsby Posted March 19, 2019 Author Share Posted March 19, 2019 @Victor - OK I am now logging a support call Link to comment Share on other sites More sharing options...
Victor Posted March 19, 2019 Share Posted March 19, 2019 @HGrigsby - ok, I will conduct the initial investigation and establish why this is happening. I will get back to you on this. Do you remember by any chance if the team assignment was an original requirement of the work performed when the script was delivered? (I will call it a script for convenience purposes but technically is not a script - FYI for anyone else reading this) Link to comment Share on other sites More sharing options...
HGrigsby Posted March 19, 2019 Author Share Posted March 19, 2019 @Victor - yes it was 1 Link to comment Share on other sites More sharing options...
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