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Get open ticket for user without using search API

  • September 10, 2021
  • 1 reply
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N

Hi,

Is there anyway to implement getting opened tickets of an agent without using search API. I would like to use the sideload, but not succeeded yet.Looking for something similar to this:

t1  = client.tickets(include: [users: :open_ticket_count]).first
t1.assignee.open_ticket_count


Any help would be highly appreciated. Thank you!

    1 reply

    N
    • Nisha
    • Author
    • September 11, 2021

    I am able to see the details using the 'assigned_tickets' method, but 'open_ticket_count' method is not accessible for user. This is what I am seeing now.

     total_assigned_tickets = ticket.assignee.assigned_tickets.count => 3020
     open_tickets_count = ticket.assignee.assigned_tickets.select {|a| a.status == "open" }.count => 100

    But this count in 'open_tickets_count' received above does not match with:

    client.search(query: "status:open assignee:294").count => 2900

    Both the cases the assignee_id is same. Also when I tried to find specific groups ticket like:

     groups_count = ticket.assignee.assigned_tickets.select {|a| a.group_id == "12345" }.count => 100

    It returned 100 here , but using search query:

     client.search(query: "group_id:12345 assignee:294").count => 3020


    So I am assuming a kind of pagination is applied when I do the count using select query. Not sure. 

    I am actually aiming for:

    ticket.assignee.open_ticket_count

    can anyone guide here. Thanks!







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