query? Adding Attachments via API - webdav session

[Martyn Houghton]

We are currently implementing a in built Widget to our applications to allow the logging of Requests into Hornbill to replace a current ZenDesk solution. This includes the ability to opt in  take a screenshot of the current screen.

We are trying to find more details or examples of using the 'webdav' session in conjunction with the invoking of the appropriate api items such as addAttachmentToEntit.

 https://api.hornbill.com/apps/com.hornbill.servicemanager/Attachment?op=addAttachmentToEntity

Has anyone got any examples for this this or any insight on how achieve this?

Cheers

Martyn

[Steve G]

Hi @Martyn Houghton,

The process would be:

• HTTP POST the file to the users session folder in dav, providing the API key in the header in the same was as you do for other API calls: https://mdh-p01-api.hornbill.com/yourinstanceid/dav/session/yourfilename.png
• Make an API call to apps/com.hornbill.servicemanager/Requests::attachFileFromSession as below to attach the file
• HTTP DELETE the file from the users session folder (same URL as above)

<methodCall service="apps/com.hornbill.servicemanager/Requests" method="attachFileFromSession">
  <params>
    <requestId>IN00012345</requestId>
    <fileName>/session/yourfilename.png</fileName>
    <description>some file description</description>
    <visibility>trustedGuest</visibility>
  </params>
</methodCall>

Hope this helps,

Steve

[Martyn Houghton]

@Steve G

We have made some progress on this but our developer is hitting some inconsistencies.

I've found that the screenshots aren't always successfully attaching to the ticket, I originally thought this was an issue on my end with how I was saving the images locally but after doing some digging it seems that there's an issue with attaching the images from the session.

 

When calling the attachFileFromSession method of the api, when its not worked the following is returned:

Text

<methodCallResult status="ok">
    <params>
        <strErrorMessage>failedToAttachFile</strErrorMessage>
        <exceptionDescription>&quot;EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::systemAttachFileFromSession] /apps/com.hornbill.servicemanager/entities/Requests/fc_ops/systemAttachFileFromSession.js(31): error X1001: Uncaught There was an error in attaching the file to the request or in retrieving the file info. Details: EspMethodCall::invoke: Operation[data::entityAttachFile] The requested file &apos;Screenshot_1619092562.png&apos; does not exist.&quot;</exceptionDescription>
    </params>
    <flowCodeDebugState>
        <executionId>dfeae680-07fa-4e6f-a06b-0bf8f5d3fc7d</executionId>
    </flowCodeDebugState>
</methodCallResult>

Expand (9 lines) Collapse

When uploading the file to the webdav server, the status code of the request is 200. That is irrespective of whether it will be successfully attached or not.

 

I'm wondering if perhaps my upload logic is off, its strange because its hit and miss whether the file successfully uploads or not. The upload logic is as follows:

Text

$image_handler = fopen($image_path, 'rb');

$ch = curl_init();

curl_setopt($ch, CURLOPT_URL, "https://mdh-p01-api.hornbill.com/idoxsd/dav/session/" . $file_name); // also have tried 'https://eurapi.hornbill.com/idoxsd/'
curl_setopt($ch, CURLOPT_HTTPHEADER, array(
    'Authorization: ESP-APIKEY '.self::WIDGET_API_KEY,
));
curl_setopt($ch, CURLOPT_UPLOAD, 1);
curl_setopt($ch, CURLOPT_POST, 1); // have also tried PUT
curl_setopt($ch, CURLOPT_INFILE, $image_handler);
curl_setopt($ch, CURLOPT_INFILESIZE, filesize($image_path));
curl_setopt($ch, CURLOPT_RETURNTRANSFER, 1);
curl_setopt($ch, CURLOPT_TIMEOUT, 15);

curl_exec($ch);

$http_status = curl_getinfo($ch, CURLINFO_HTTP_CODE);

curl_close($ch);

Expand (20 lines) Collapse

Sending the subsequent HTTP DELETE request returns either a 204 status or 404, oddly enough sometimes a 404 is returned despite the file having been present and attached to the ticket.

 

If you wouldn't mind putting a post up regarding this on the forum when you have a chance, I would really appreciate it. If you need any additional information, please feel free to give me a shout

[Martyn Houghton]

@Steve G

We have made some progress on this but our developer is hitting some inconsistencies.

[14:46] David Hutchman

Hi Martyn, I've found that the screenshots aren't always successfully attaching to the ticket, I originally thought this was an issue on my end with how I was saving the images locally but after doing some digging it seems that there's an issue with attaching the images from the session. 

When calling the attachFileFromSession method of the api, when its not worked the following is returned:

Text

<methodCallResult status="ok">
    <params>
        <strErrorMessage>failedToAttachFile</strErrorMessage>
        <exceptionDescription>&quot;EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::systemAttachFileFromSession] /apps/com.hornbill.servicemanager/entities/Requests/fc_ops/systemAttachFileFromSession.js(31): error X1001: Uncaught There was an error in attaching the file to the request or in retrieving the file info. Details: EspMethodCall::invoke: Operation[data::entityAttachFile] The requested file &apos;Screenshot_1619092562.png&apos; does not exist.&quot;</exceptionDescription>
    </params>
    <flowCodeDebugState>
        <executionId>dfeae680-07fa-4e6f-a06b-0bf8f5d3fc7d</executionId>
    </flowCodeDebugState>
</methodCallResult>

When uploading the file to the webdav server, the status code of the request is 200. That is irrespective of whether it will be successfully attached or not. 

I'm wondering if perhaps my upload logic is off, its strange because its hit and miss whether the file successfully uploads or not. The upload logic is as follows:

Text

$image_handler = fopen($image_path, 'rb');
$ch = curl_init();
curl_setopt($ch, CURLOPT_URL, "https://mdh-p01-api.hornbill.com/idoxsd/dav/session/" . $file_name); // also have tried 'https://eurapi.hornbill.com/idoxsd/'
curl_setopt($ch, CURLOPT_HTTPHEADER, array(
    'Authorization: ESP-APIKEY '.self::WIDGET_API_KEY,
));
curl_setopt($ch, CURLOPT_UPLOAD, 1);
curl_setopt($ch, CURLOPT_POST, 1); // have also tried PUT
curl_setopt($ch, CURLOPT_INFILE, $image_handler);
curl_setopt($ch, CURLOPT_INFILESIZE, filesize($image_path));
curl_setopt($ch, CURLOPT_RETURNTRANSFER, 1);
curl_setopt($ch, CURLOPT_TIMEOUT, 15);
curl_exec($ch);
$http_status = curl_getinfo($ch, CURLINFO_HTTP_CODE);
curl_close($ch);

Sending the subsequent HTTP DELETE request returns either a 204 status or 404, oddly enough sometimes a 404 is returned despite the file having been present and attached to the ticket.

 

Any advice on anything we are missing or doing wrong.

 

Cheers

Martyn

[Steve G]

Hi @Martyn Houghton,

The code looks ok, I think the issue may be with the delete - deleting the file from the session before attachFileFromSession can perform its logic. I've looked at the Service Manager code behind attachFileFromSession, and it actually handles the delete from the session for you, so performing the delete in your code is unnecessary.

I knocked up a very basic example PHP script, using your example from above, and had it attach 1000 images to a request, and all 1000 were successful:

<?

$image_path = "/Users/steveg/Pictures/me_new.jpg";

for ($x = 0; $x < 1000; $x++) {
    $file_name = "me_new".$x.".jpg";
    $url = "https://hhq-p01-api.hornbill.com/stevegdev/dav/session/" . $file_name;
    uploadFile($url, $image_path);
    attachFileToRequest($file_name);
}


function uploadFile($url, $image_path) {
    $image_handler = fopen($image_path, 'rb');
    
    $ch = curl_init();
    
    curl_setopt($ch, CURLOPT_URL, $url);
    curl_setopt($ch, CURLOPT_HTTPHEADER, array(
        'Authorization: ESP-APIKEY myapikey'
    ));
    curl_setopt($ch, CURLOPT_UPLOAD, 1);
    curl_setopt($ch, CURLOPT_POST, 1);
    curl_setopt($ch, CURLOPT_INFILE, $image_handler);
    curl_setopt($ch, CURLOPT_INFILESIZE, filesize($image_path));
    curl_setopt($ch, CURLOPT_RETURNTRANSFER, 1);
    curl_setopt($ch, CURLOPT_TIMEOUT, 15);
    
    curl_exec($ch);
    
    $http_status = curl_getinfo($ch, CURLINFO_HTTP_CODE);
    echo "[UPLOAD] [".$http_status."] [".$url."] [".$image_path."]\n";
    curl_close($ch);
}

function attachFileToRequest($file_name) {
    
    $ch = curl_init();

    $url = "https://hhq-p01-api.hornbill.com/stevegdev/xmlmc/apps/com.hornbill.servicemanager/Requests?method=attachFileFromSession";
    
    $request_id = "IN00013698";
    $file_in_session = "/session/".$file_name;

    $data = '<methodCall service="apps/com.hornbill.servicemanager/Requests" method="attachFileFromSession">
            <params>
                <requestId>'.$request_id.'</requestId>
                <fileName>'.$file_in_session.'</fileName>
                <description>some file description</description>
                <visibility>trustedGuest</visibility>
            </params>
            </methodCall>';

    curl_setopt_array($ch, array(
        CURLOPT_URL => $url,
        CURLOPT_RETURNTRANSFER => true,
        CURLOPT_ENCODING => "",
        CURLOPT_MAXREDIRS => 10,
        CURLOPT_TIMEOUT => 15,
        CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
        CURLOPT_CUSTOMREQUEST => "POST",
        CURLOPT_POSTFIELDS => $data,
        CURLOPT_HTTPHEADER => array(
            'Authorization: ESP-APIKEY myapikey',
            'Content-Type: text/xmlmc',
            'Accept: application/json'
        ),
      ));
    
    $result = curl_exec($ch);
    
    $http_status = curl_getinfo($ch, CURLINFO_HTTP_CODE);
    $json_response = json_decode($result);
    $hornbill_api_status = $json_response->{'@status'} ? 'true' : 'false';
    echo "[ATTACH] [".$http_status."] [". $hornbill_api_status ."] [".$file_name."]\n";
    curl_close($ch);
}

?>

And the 1000 attachments against the request:

Hope this helps, 

Steve

[Martyn Houghton]

@Steve G

Thanks for you assistance. My developer colleague has been looking at the issue and we a testing if it is triggered by our developer environments themselves.

Cheers

Martyn