How to close tickets in FocalScope using the SOAP API
Monday, December 5, 2016 3:35 AM

This article demonstrates how to use the 'CloseTicket' SOAP API function and also provides a C# code sample to demonstrate implementation.


Closing tickets in FocalScope with a SOAP call

To use SOAP to close a ticket in FocalScope, do the following:

  1. In the [Main menu], select [Screen > Administration]
  2. Select the [Advanced properties] tab
  3. Select the [External API > SOAP API] folder
  4. Click the [Obtain] button to generate a security token. 
    1. Copy the [Security token], you will need to to run the 'CloseTicket' function
  5. Click the [Open] button to launch the SOAP API test page
  6. Click the [CloseTicket] link to run the function
  7. The 'CloseTicket' function uses the following parameters:
    1. secToken - security token as generated in point 4 in the previous section
    2. nTicketNumber - number of ticket to be closed
    3. sReason - reason for closing the  ticket. To skip specifying a reason, set value to: null, ""
    4. fDiscardReminders - flag for discarding FocalScope Reminders. To discard, user any of the following: false, true, 0, 1, null, ""
    5. ReopenDate - date and time at which to reopen ticket in the future. Use the following format: YYYY-MM-DD HH:MM:SS. To disable reopening the ticket, use: null, ""

Please note: Parameter values for the 'CloseTicket' function must match the above examples precisely. Also, the security token is mandatory and must not have expired.

Figure 1 - Generating a SOAP query

Sample code

using System;
using System.Collections.Generic;
using System.Linq;
using System.Text;

namespace ConsoleSoapClient
    class Program
        static void Main(string[] args)
            SoapService.SoapApi soapService = new SoapService.SoapApi();

            soapService.Url = "http://localhost/emm/net/soapapi.asmx";

            string secToken = "25ae61684c265be470bb57e6b2cad01a";

            string TicketNumber = "10001";
            string sReason = "No reason";
            string fDiscardReminders = "1";
            string ReopenDate = "2014-03-24 15:57";

            soapService.CloseTicket(secToken, TicketNumber, sReason, fDiscardReminders, ReopenDate);

Additional Information

How to use FocalScope categories as custom fields and retrieve the associated tickets using SOAP API