WebHooks API

SupportDesk WebHooks Integration allows calls to be automatically pushed to another SupportDesk system as new calls. It can also be used to update certain fields in existing calls via an HTTPS JSON API. Call field changes and notes made in either SupportDesk system will then be automatically synchronised to the other system.

The call fields that are synchronised are:

Call:Subject

Call:SuperType

Call:Type

Call:SubType

Call:Status

Call:Priority

Call:Assignee

Call:Owner

The initial ‘push’ of a call from one end to the other is controlled using a custom tag against one or more categories. This enables one of the Type, Status or Priority values to control this. So a call may be raised in one system, then at a later time pushed to the other system. After this, the fields will be kept in-sync.

Successful synchronisation does depend on the two systems having identically named categories (Types, Status, Priority) and logins (Assignee, Owner).

Synchronisation is via an HTTP(S) JSON WebHook API, so both ends must be accessible to each other via an HTTP(S) URL:

{

“issue” : {

“fields” : {

“assignee” : {

“name” : “Supervisor”,

“tag” : “Super”

},

“priority” : {

“name” : “Major”

},

“reporter” : {

“name” : “Supervisor”,

“tag” : “Super”

},

“status” : {

“name” : “Open”

},

“subtype” : {

“name” : “bbb”

},

“summary” : “Call Subject”,

“type” : {

“name” : “Reminder”

}

},

“key” : “00000134”

},

“webhookEvent” : “suppdesk”

}

Example using CURL command line tool to perform HTTP request:

curl -v -X POST -H “Content-Type:application/json” -d”{\”webhookEvent\”:\”suppdesk\”,\”call\”:{\”reference\”:\”IM000001\”,\”status\”:\”Closed\”}}” https://supportdeskwebserver.com?A=HttpApiSuppDeskWebHook^&Login=Login^&Password=Password

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