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Formatting API tickets


I have looked at the various documentation for the API, but still seem to be having trouble getting the resulting ticket description to be formatted correctly. I apologize if I have missed something.

I am trying to use the API to create a ticket which needs to include various information from a database. Here is the relevant snippets of code based on the example api.php file:
$message .= $title . '<br>';
$message .= '<p>' . $referrer . '</p><p>Hours:Min (' . $hrs . ':' . $min . ')</p>';

$data = array(
    'name'      =>      'Test Proctor',  // from name aka User/Client Name
    'email'     =>      $user,  // from email aka User/Client Email
    'dept'         =>        'NPI',  // phone number aka User/Client Phone Number
    'subject'   =>      'API Test: ' . $title,  // test subject, aka Issue Summary
    'message'   =>      "data:text/html;charset=utf-8,$message",  // test ticket body, aka Issue Details.
    'ip'        =>      $_SERVER['SERVER_ADDR'], // Should be IP address of the machine thats trying to open the ticket.
    'topicId'   =>      '1', // the help Topic that you want to use for the ticket
    'attachments' => array()

Where $title, $referrer, $hrs, and $min are variables pulled from the database.

Unfortunately, when I look at the ticket created, all the html tags are ignored. I'm thinking there is just something I'm missing or is set wrong.



  • Does this work?

    'message'   =>      'This is a test of the osTicket API',

  • Yes, that would work. This is an example of what I get using the string variable:

    This is a test of the API process. Instance ID: 25963 XXXXXXX Hours:Min (1:0)

    That should be broken into 3 lines, but it's ignoring any <p> or <br> in the string.
  • I'm not real sure then.  I haven't done much in the way of API stuff other then playing with it and writing a basic how to a while back.  I didn't even know that they had added HTML support into the API. :)  That didn't exist when I first played with it.  
  • Thought I would provide an answer to my own question, having figured it out. This is how you do it:

    $message = '<html><body style="font-family: Helvetica, Arial, san-serif; font-size:12pt;"><p>';
    $message .= 'Instance ID: <a href="' . $referrer . '" target="_blank">' . $instance_id . '</a><br>';
    $message .= 'Request: '. $title . '</p>';
    'message'   =>      "data:text/html;charset=utf-8,$message",
    What I was missing before was the <html> declaration at the start of $message. If you have that, you can build your html section as desired (like a stand-alone web page). I was able to create an entire table of all the ticket variables (the agents needed the variables set up in a specific way different than how it's presented in the ticket), including URL links to the originating page.

    Hope this helps someone!

  • I think you'll also want to encapsulate your HTML using xml CDATA tags like this:

    <message type="text/html"><![CDATA[This is a <b>test</b><br>This is a new line<br><ul><li>Item1<li>Item2</ul>]]></message>

    Otherwise, HTML tags aren't valid XML. If OSticket ever switches to a more stringent XML parser in the future, your raw HTML message elements may break.
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