URL parameter to Filter Tickets by Username

Hi,

I'm in the process of integrating Sysaid with our user management intranet application and was wondering if it is possible to filter a list of tickets by request user, enabling me to create a link through from our application to Sysaid displaying all a users tickets.

For example 'https://itsupport.ourdomain.ac.uk/HelpDesk.jsp?requestUser=username'

I've searched the documentation but have been unable to find an answer.

Thanks.

You would have to first query the user to get the user ID. (It is different than looking at the "User ID" in Sysaid. After that, take the ID and you can add it as a filter to the Service Request search.

user email: jdoe@gmail.com
user ID shown in sysaid: jdoe@gmail.com (this doesn't work)

First Query: "/users/search?query=jdoe@gmail.com&fields=email_address"

Results:

id : 2350
name: jdoe@gmail.com
isAdmin: XXX
info: XXX

Then, do the query for tickets using the returned ID:

"/sr?request_user=2350&fields=description,status"


Note: You can also do something like below to limit the ticket status in the results. i.e. Open/Closed/etc.

"/sr?Status=2,3,4&request_user=2350]&fields=description,status"