Problem with finding Channel ID of Ticket via PDI

[sinaei]

Dear all

I have a big problem with finding Channel ID of tickets in SDK

My problem is related to tickets that have been created via Email not socialmedia.

As you can see there are different channels for Email

in Ticket OWL we can see this as Channel:

Now I need to collect all tickets that have been created via one channel for example "Monrach Bikes" but I can not find it

As I found this information is saved in belw path of "ServiceRequest.xbo"

this.GetFirst().BusinessTransactionDocumentReference.GetFirst().EmailActivity

But I cannot go ahead and I can not find this

Can anyone help me about this?

Thanks
Sepide

[former_member311496 · Accepted solution]

Hi,

You can find Channel ID of the ticket in below path:

ServiceRequest.PrecedingBusinessTransactionDocumentSocialMediaActivityProvider.ID.content

Regards,

Sujata

[sinaei · Accepted solution]

Hi Sujata Sawant

This path as I said is just for SocialMeadia channels, for Email channels we need to go to EmailActivities

I am looking for Email channels

Thanks

[former_member311496 · Accepted solution]

Hi Sepide,

Have you checked the value of ID field under ServiceRequest.PrecedingBusinessTransactionDocumentSocialMediaActivityProvider.ID.content

as per my understanding channel information of the ticket get stored in this path whether it is created from SocialMeadia channels or Email channels.

[sinaei · Accepted solution]

Hi Sujata Sawant

Yes I have checked this node, but just in case the tickets have been created via social media this node is being filled, but for Tickets that have been created via Email the node is empty...
And I can find the information under EmailActivities...

But unfortunately I can not see any fields that corresponds to ChannelName... 😞

[sinaei · Accepted solution]

Just give you an Example

This is a ticket that has been created via Email, so I should go to EmailActivity, SocialMediaActivity is empty in this case

[former_member311496 · Accepted solution]

In my system if the ticket is created from Email channel then channel information is showing under PrecedingBusinessTransactionDocumentSocialMediaActivityProvider node. I don't know why it is not showing in your system.

Regards,

Sujata

[ialfaro_f]

hello,

I need to modify the channel in the ticket, when I create a ticket from an email the channel stays blank. Can you help me?

[sinaei]

Does anyone have any idea?

[sandeephebbar]

Please use SocialMediaActivity under the BO : Service Request ->Business TransactionDocumentReference to collect Channel details.

Regards,
Sandeep

[sinaei]

Hi Sandeep,

Thanks for your response,

SocialMediaActivity is just for Social media channels and I can not see email channels there

My problem is with Email channels that are under EmailActivity

Do you have any idea?

Thanks

Sepide