Agent view Add ticket to Kbase soutions Button

8 years ago
September 29, 2016
3 replies
48 views

nicolae-alexandru.badea
Apprentice
2 replies

Hello,

I was searching for such custom app but unfortunately i found some 2-3-4 years old topics with no resolution.

Bellow you can find the code to integrate into Agent ticket view a button in order to send the current ticket to solution Knowledge base.

jQuery(document).on('sidebar_loaded', function(event,data) {
    jQuery("<br><input class='btn btn-primary' onClick='jQuery.fn.myFunction();' id='helpdesk_ticket_submit_kb' value='Create KBase Article'>").insertAfter("#helpdesk_ticket_submit_dup");
  });
  
  //Create article
  jQuery.fn.myFunction = function(){
    //alert('You have successfully defined the function!'); 
    //Create Kbase
    jQuery.ajax(
      {     
        url: "https://yoursite.freshdesk.com/solution/categories/[cataegID]/folders/[folderID]/articles.json",
        type: 'POST',
        contentType: "application/json; charset=utf-8",
        dataType: "json",
        async: false,
        cache: false,
        headers: {"Authorization": "Basic " + btoa('[yourAgentAPIKEY]' + ":" + 'X')},
        data: JSON.stringify('{ "solution_article": { "title": "{{ticket.subject}}", "status": 2, "art_type": 1, "description": "{{ticket.description}}", "folder_id": 17000119974 },"tags": {"name": ""} }'),
        success: function(data, textStatus) {
        alert(textStatus);
      },
      error: function(jqXHR, tranStatus) {
      alert(jqXHR.responseText);
    }
  }
    );
  
  }

Your choice:
"description" : "{{ticket.description}" can contain also {{ticket.latest_public_comment}} or/and {{ticket.latest_private_comment}}

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P

phil_14624
Community Debut
1 reply
8 years ago
September 30, 2016

Great idea... but please provide some details on installing this. I tried adding it as a custom app and it didn't work.

N

nicolae-alexandru.badea
Author
Apprentice
2 replies
8 years ago
September 30, 2016

[yourAPIKEY] -> should be replaced with your API key from Admin view:

On the next page you should see on the right side menu the API section, copy from there and replace in the code. Don't forget to remove the [..] before paste.

Also, you need to replace:

[categID] ->

[folderID] ->

<script type="text/javascript">
jQuery(document).on('sidebar_loaded', function(event,data) {

jQuery("<br><input class='btn btn-primary' onClick='jQuery.fn.myFunction();' id='helpdesk_ticket_submit_kb' value='Create KBase Article'>").insertAfter("#helpdesk_ticket_submit_dup");



//Create article
  jQuery.fn.myFunction = function(){
    jQuery.ajax(
      {     
        url: "https://[yoursite].freshdesk.com/solution/categories/[categID]/folders/[FolderID]/articles.json",
        type: 'POST',
        contentType: "application/json; charset=utf-8",
        dataType: "json",
        headers: {"Authorization": "Basic " + btoa('[yourAPIKEY]' + ":" + 'X')},
        data: '{ "solution_article": { "title": "\n' + {{ticket.suject}} + '\n", "status": 2, "art_type": 1, "description": "\n' + {{ticket.description}} + '\n", "folder_id": [folderID]} }',
        success: function(data, textStatus) {
        alert(textStatus);
        window.location = "https://[yoursite].freshdesk.com/solution/folders/[folderID]";
      },
      error: function(jqXHR, tranStatus) {
      alert(jqXHR.responseText);
    }
  }
    );
  
  }




});
</script>

M