Example: Data Export for Reporting

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Scenario

Assume there is a reporting system in which the status information for the tickets from Enneo should be displayed. The third-party system has a technical interface (API) through which the information about the tickets can be transmitted. The third-party system requires the sender of the ticket and the status of the ticket as input parameters when calling the interface.

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Possible Solution

Every status change of a ticket triggers a “TicketUpdated” event. To configure this process, go to Settings -> Integration into Peripheral Systems -> Events and create a new event hook by selecting the “TicketUpdated” event. Then the configuration can begin.

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Viewing the Data in the Event

The data provided in the event can be viewed on one of the tickets. Here is an example of the data:

{
  "userId": 123,
  "changes": {
    "status": "closed"
  },
  "ticketId": 456
}

In this case, the ticket with the ID 456 was closed by the user with the ID 123.

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Example of Customer-Specific Code

If the data available in the event is not sufficient, additional data can be loaded in the customer-specific code using the Enneo SDK.

Configured input parameters will be loaded by Enneo and will be available in the input variable. As output, a valid JSON object is expected, which will be displayed in the technical details of the activity log on the ticket after execution.

<?php

use EnneoSDK\Api;
use EnneoSDK\ApiEnneo;

require(getenv()['SDK'] ?? 'sdk.php');

/** @var stdClass $in - contains all defined input parameters from the event */

// Loading the necessary data from enneo
$ticket = ApiEnneo::getTicket($in['ticketId']);
$sender = $ticket->sender;

// Call of the third-party system with necessary parameters
$result = Api::call(
    method: 'POST',
    url: 'https://third-party-system/api/ticket-status-update',
    headers: [
        'x-api-key: tokenExampleHere',
        'Accept: application/json'
    ],
    params: [
        'ticketSender' => $sender,
        'ticketStatus' => $in['status']
    ]
);

echo json_encode($result);