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<p class="MsoNormal"><span style="color:#44546A">Hi Vinzenz,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#44546A"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A">thanks so far – I’m not sure if this will work for me.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A">So let me explain my whole problem, maybe you have a better solution to reach help me.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A;mso-fareast-language:DE">I have a fax-server wich sends faxes as mail into RT. So the mails are always with the same content and attached there is a PDF-file with the fax-document.<o:p></o:p></span></p>
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<p class="MsoNormal"><span lang="EN-US" style="color:#44546A;mso-fareast-language:DE">I have one custom field for my queue called „category“<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A;mso-fareast-language:DE">Our staff need to sort the fax-tickets into different categories, using this custom field. (so this team only sorts the tickets - once the ticket is sorted into the category,
it will appear in another team to work on the ticket)<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A;mso-fareast-language:DE">In the moment, the “sorting staff” have to open one ticket after another, open the attached pdf-file, change the CF-value and go to the next ticket.
<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A;mso-fareast-language:DE">So the colleagues asked me for an easier way.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A;mso-fareast-language:DE"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A;mso-fareast-language:DE"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A;mso-fareast-language:DE">My idea was the following:<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A;mso-fareast-language:DE">I create one search for all the unsorted faxes. As format I define like the following:<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A;mso-fareast-language:DE"><ticket-ID>,<ticketSubject>,<requestor>,<categoryA>,<categoryB>,…<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A;mso-fareast-language:DE">On the column “CategoryA” there should be a link to change custom field of this ticket to cagetory A, same for the other categories.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A;mso-fareast-language:DE">The “high-end-solution” would be also to have directly a link to the attached PDF-file from the search – but I don’t belive this is possible.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A;mso-fareast-language:DE"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A;mso-fareast-language:DE"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A;mso-fareast-language:DE">do you think this way will be working? Or do you have another solution for my problem?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A;mso-fareast-language:DE"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A;mso-fareast-language:DE"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A;mso-fareast-language:DE">Best regards<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A;mso-fareast-language:DE">Bernhard</span><span style="color:#44546A;mso-fareast-language:DE"><o:p></o:p></span></p>
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<p class="MsoNormal"><span style="color:#44546A"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";mso-fareast-language:DE">Von:</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";mso-fareast-language:DE"> Sinapius, Vinzenz [mailto:Vinzenz.Sinapius@tracetronic.de]
<br>
<b>Gesendet:</b> Mittwoch, 13. April 2016 09:52<br>
<b>An:</b> Eierschmalz, Bernhard<br>
<b>Betreff:</b> AW: Change CF with HTTP<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="color:#1F497D">Hi Bernhard,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">AFAIK you currently can’t update tickets with
<a href="https://en.wikipedia.org/wiki/Query_string">querystrings</a>. For the REST-API you need to put key-value-pairs in the body of a
<a href="https://en.wikipedia.org/wiki/POST_(HTTP)">POST Request</a>.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">You can do this with javascript, here is a function I use in our Instance to update the priority of a ticket. You can use this to build something similar and attach it to a button or something similar.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">function set_ticket_prio(priority, ticket_id){<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> url = "<a href="https://ticketserver/rt/REST/1.0/ticket/__id__/edit">https://ticketserver/rt/REST/1.0/ticket/__id__/edit</a>".replace('__id__', ticket_id);<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> data = 'content=Priority: __prio__'.replace('__prio__', priority);<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> jQuery.ajax({type:"POST",
<a href="url:url">url:url</a>, data:data, success: refresh_table});<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">}<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Cheers,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Vinzenz<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size:8.0pt;font-family:"Tahoma","sans-serif";color:#505050;mso-fareast-language:DE">Vinzenz Sinapius
<br>
Information Technology | Informationstechnik<br>
<br>
</span><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#63666A;mso-fareast-language:DE">trace</span></b><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#ED8B00;mso-fareast-language:DE">tronic</span></b><b><span style="font-size:8.0pt;font-family:"Tahoma","sans-serif";color:#505050;mso-fareast-language:DE">
</span></b><span style="font-size:8.0pt;font-family:"Tahoma","sans-serif";color:#505050;mso-fareast-language:DE">GmbH<br>
Stuttgarter Str. 3<br>
01189 DRESDEN<br>
GERMANY <br>
<br>
Phone: +49 351 205768-167<br>
Fax: +49 351 205768-999<br>
E-mail: <a href="mailto:vinzenz.sinapius@tracetronic.de"><span style="color:#505050">vinzenz.sinapius@tracetronic.de</span></a>
<br>
<br>
Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY <br>
Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Strähle
<br>
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086 </span><span style="font-size:8.0pt;font-family:"Times New Roman","serif";color:#505050;mso-fareast-language:DE"><o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal"><b><span style="mso-fareast-language:DE">Von:</span></b><span style="mso-fareast-language:DE"> Eierschmalz, Bernhard [<a href="mailto:Bernhard.Eierschmalz@scheppach.com">mailto:Bernhard.Eierschmalz@scheppach.com</a>]
<br>
<b>Gesendet:</b> Mittwoch, 13. April 2016 08:16<br>
<b>An:</b> Sinapius, Vinzenz <<a href="mailto:Vinzenz.Sinapius@tracetronic.de">Vinzenz.Sinapius@tracetronic.de</a>><br>
<b>Cc:</b> <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>
<b>Betreff:</b> AW: Change CF with HTTP<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A">Hi Vinzenz,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A">Thanks, but I’m not sure how to do this.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A">I think I have a URL like this:<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A"><a href="http://%3cticketserver%3e/REST/1.0/ticket/%3cticketno%3e/edit">http://<ticketserver>/REST/1.0/ticket/<ticketno>/edit</a>.....<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A">but how do I change a CF?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A">I already tried<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A"><a href="http://%3cticketserver%3e/REST/1.0/ticket/%3cticketno%3e/edit?CF.%7b%3cCFname%3e%7d:%3cCFvalue">http://<ticketserver>/REST/1.0/ticket/<ticketno>/edit?CF.{<CFname>}:<CFvalue</a>><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A">and<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A"><a href="http://%3cticketserver%3e/REST/1.0/ticket/%3cticketno%3e/edit?CF.%7b%3cCFname%3e%7d=%3cCFvalue">http://<ticketserver>/REST/1.0/ticket/<ticketno>/edit?CF.{<CFname>}=<CFvalue</a>><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A">both didn’t work.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A">Just to make sure what I want:
<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A">I need one URL where a user can click and with opening this URL a CF value is changed.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A">Will this work with REST?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#44546A"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#44546A">Best regards<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#44546A">Bernhard<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#44546A"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#44546A"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";mso-fareast-language:DE">Von:</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";mso-fareast-language:DE"> Sinapius, Vinzenz [<a href="mailto:Vinzenz.Sinapius@tracetronic.de">mailto:Vinzenz.Sinapius@tracetronic.de</a>]
<br>
<b>Gesendet:</b> Dienstag, 12. April 2016 16:59<br>
<b>An:</b> Eierschmalz, Bernhard<br>
<b>Betreff:</b> AW: Change CF with HTTP<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="color:#1F497D">Hi Bernhard,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">You can use wget/curl and the REST-API:
<a href="http://requesttracker.wikia.com/wiki/REST">http://requesttracker.wikia.com/wiki/REST</a><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Cheers,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Vinzenz<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size:8.0pt;font-family:"Tahoma","sans-serif";color:#505050;mso-fareast-language:DE">Vinzenz Sinapius
<br>
Information Technology | Informationstechnik<br>
<br>
</span><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#63666A;mso-fareast-language:DE">trace</span></b><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#ED8B00;mso-fareast-language:DE">tronic</span></b><b><span style="font-size:8.0pt;font-family:"Tahoma","sans-serif";color:#505050;mso-fareast-language:DE">
</span></b><span style="font-size:8.0pt;font-family:"Tahoma","sans-serif";color:#505050;mso-fareast-language:DE">GmbH<br>
Stuttgarter Str. 3<br>
01189 DRESDEN<br>
GERMANY <br>
<br>
Phone: +49 351 205768-167<br>
Fax: +49 351 205768-999<br>
E-mail: <a href="mailto:vinzenz.sinapius@tracetronic.de"><span style="color:#505050">vinzenz.sinapius@tracetronic.de</span></a>
<br>
<br>
Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY <br>
Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Strähle
<br>
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086 </span><span style="font-size:8.0pt;font-family:"Times New Roman","serif";color:#505050;mso-fareast-language:DE"><o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal"><b><span style="mso-fareast-language:DE">Von:</span></b><span style="mso-fareast-language:DE"> rt-users [<a href="mailto:rt-users-bounces@lists.bestpractical.com">mailto:rt-users-bounces@lists.bestpractical.com</a>]
<b>Im Auftrag von </b>Eierschmalz, Bernhard<br>
<b>Gesendet:</b> Dienstag, 12. </span><span lang="EN-US" style="mso-fareast-language:DE">April 2016 14:58<br>
<b>An:</b> </span><span style="mso-fareast-language:DE"><a href="mailto:rt-users@lists.bestpractical.com"><span lang="EN-US">rt-users@lists.bestpractical.com</span></a></span><span lang="EN-US" style="mso-fareast-language:DE"><br>
<b>Betreff:</b> [rt-users] Change CF with HTTP<o:p></o:p></span></p>
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<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">Hello,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">is it possible to change a CF with a http command like<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB"><a href="http://$ipaddress/rt/Modify.html?id=%3cticketno%3e;CF=%3ccustomfield-ID%3e;CFval=%3ccustomfield-value">http://$ipaddress/rt/Modify.html?id=<ticketno>;CF=<customfield-ID>;CFval=<customfield-value</a>>
<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">Thank you in advice<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">Best regards<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">Bernhard<o:p></o:p></span></p>
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