Changes that are made to an external ticket identification number and/or name are accessed through a Web service (changeExternalTicketId). The integration system locates the ATG ticket that has the external system name and ticket id and modifies it. The Web service returns true if the external id was changed successfully, false if not. .

Note: An alternate way to verify that the external ticket id was changed successfully is to view the ticket in the ATG Control Center (ACC).

The parameters for the Web service are:

Parameter

Type

Description

externalSystemName

String

The name of the external CRM system.

oldExternalId

String

The old external ticket id.

newExternalId

String

The new external ticket id.

login

String

Login for the agent worker.

password

String

Password for the agent/user.

Example Web service URL: http://localhost:8080/changeExternalTicketId/changeExternalTicketIdServlet/changeExternalTicketId

 
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