To create a new ATG ticket that is linked to an external CRM application ticket, pass in the external system name and the external ticket identification number. Once complete, your newly created ticket is visible in Service Center Ticketing page.
The op value must be
viewTicketThe login value must be the login name of the user
The ticket value must be the ticket ID within the external system (not the ATG ticket ID)
The
externalSystemvalue must be the name of the external system
The CRM application can issue this request via a dynamically constructed link available on the CRM application page.
The following is an example HTTP request to create a new ticket:
http://mywisdomserver.com:8080/agent/agentIntegrationService? op=viewTicket&login=serviceLogin&ticket=1234&externalSystem=foobarSystem
