Code-Bin #447 - Bomgar Outbound Event Sample to update Zendesk Ticket

Bomgar Outbound Event Sample to update Zendesk Ticket
Posted by: bomgar-zendesk-update.php | January 6, 2010 @ 5:09pm

PHP Code

<html>
 <head>
  <title>Bomgar Zendesk Ticket Updater</title>
 </head>
 <body>
 <?php 
	// zendesk-update.php
	//
	//  This sample PHP script can be used with Bomgar "outbound events" configured
	//  via the administrative interface on the appliance (/login URL).
	//  See Management / Outbound Events...
	//  Create an event called "Update ZenDesk Ticket"
	//  Enter the complete URL of this PHP script
	//  Check "Events to Send" as "Support Session End"
	//  Be sure to enable the XML API in Management / Security.

// CUSTOMIZE THESE VARIABLES FOR YOUR SPECIFIC ENVIRONMENT...
	//Bomgar Info...
	$BomgarURL = 'https://support.company.com/api/reporting.ns'; //path to the reporting API URL of your Bomgar support portal

//Zendesk Login Info...
	$zenurl = "http://yoursite.zendesk.com";
	$zenemail = "your-email@company.com";
	$zenpassword = "zendeskpassword";

// Create a header for the comment update...
	$message = "BOMGAR Remote Support Session". "\r\n";
	
	date_default_timezone_set('America/Chicago');

function add_comment($ticket_location, $value, $is_public, $token = '')
{
    global $zenurl, $zenemail, $zenpassword;
    $ch = curl_init();

curl_setopt($ch, CURLOPT_URL, $ticket_location);
    curl_setopt($ch, CURLOPT_HEADER, true);
    curl_setopt($ch, CURLOPT_RETURNTRANSFER, 1);
    curl_setopt($ch, CURLOPT_TIMEOUT, 30);
    curl_setopt($ch, CURLOPT_HTTPHEADER, array("Content-type: text/xml"));

$xml = "<ticket><comment><value>$value</value><is_public>$is_public</is_public></comment><uploads>$token</uploads></ticket>";
    curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "PUT");
    curl_setopt($ch, CURLOPT_POST, 1);
    curl_setopt($ch, CURLOPT_POSTFIELDS, $xml);

curl_setopt($ch, CURLOPT_HTTPAUTH, CURLAUTH_BASIC);
    curl_setopt($ch, CURLOPT_USERPWD, "$zenemail:$zenpassword");
    curl_exec($ch);
    curl_close($ch);
  }

//  Post the necessary info to query Bomgar for the session details using the Bomgar Reporting API...
	$postData = array
	(	
		'username'			=>	"apiuser", //account  with admin access to the Bomgar portal
		'password'			=>	"testtest", //password for this account
		'generate_report'	=>	"SupportDesk", //this give us a report of sessions
		'lsid'				=>	$_REQUEST['lsid'] //this is the session ID for the request that just entered the queue
	);

// Use curl to invoke the Bomgar Reporting API to retrieve session details...
	$curl = curl_init();
	curl_setopt($curl, CURLOPT_URL, $BomgarURL);
	curl_setopt($curl, CURLOPT_POST, true);
	curl_setopt($curl, CURLOPT_POSTFIELDS, $postData);
	curl_setopt($curl, CURLOPT_RETURNTRANSFER, true);

// Assign the output from the URL to $output.
	$output = curl_exec($curl);

// close curl resource, and free up system resources
	curl_close($curl);
	
	// Use DOM to parse the XML output of the reporting API to query the necessary information
	$dom = new DOMDocument();
	$dom->loadXML($output);
		
	if (!$dom)
	{
		// Handle the error
		return;
	}
		
	//Load returned XML for this session into the $xml varialble.
	$xml = simplexml_import_dom($dom);
	
	// Loop through the "customer" object(s) and get the values desired.  Note, there should be only
	// one Customer in typical support sessions.
	//    ................
	// Or, we could directly get the specific instance of customer from customer_list using...
	//     $Customer = $xml->session->customer_list[0]->customer;

//extract the Zendesk incident number from the "external_key" field in the Bomgar session details...
	$external_key = $xml->session->external_key;
	
	foreach ($xml->session->customer_list->customer as $Customer) 
	{
	//Get the appropriate elements from this customer to include
	$CustName = $Customer->username;
	$company = $Customer->info->company;
	$issue = $Customer->info->issue;
	$details = $Customer->info->details;
	$public_ip = $Customer->public_ip;
	$private_ip = $Customer->private_ip;
	$company_code = $Customer->info->company_code;	
	}

// Append desired session details to the message for the ticket comment...
	$message .= "\r\n";
	$message .= "Summary Info...\r\n";
	$message .= "Rep Name:  ". $xml->session->primary_rep. "\r\n";
	$message .= "Customer Name:  ". $xml->session->primary_customer. "\r\n";
	$message .= "Customer's Public IP:  " . $public_ip . "\r\n";
	$message .= "Customer's Private IP:  " . $private_ip . "\r\n";
	$start_timestamp = $xml->session->start_time["timestamp"];
	$message .= "Session Start Time:  " . date("m/d/Y : H:i:s", intval($start_timestamp)) . "\r\n";
	$end_timestamp = $xml->session->end_time["timestamp"];
	$message .= "Session End Time:  " . date("m/d/Y : H:i:s", intval($end_timestamp)) . "\r\n";
	$message .= "Duration:  ". $xml->session->duration .  "\r\n";
	$message .= "# Files Transfered:  ". $xml->session->file_transfer_count . "\r\n"; 
	$message .= "\r\n";

$notes = '';   //var for gathering session notes entered by the Rep
	$chat = '';   //var for capturing all interactive chat messages
	foreach ($xml->session->session_details->event as $Event) 
	{
		//Get the appropriate elements from this customer to include
		$Timestamp = $Event["timestamp"];
		$EventType = $Event["event_type"];
	
		if ($EventType == "Session Note Added")
		{
			$notes = $notes . date("m/d/Y : H:i:s", intval($Timestamp)) ." ". $Event->performed_by . " added the following note...\r\n" . $Event->body. "\r\n";
		}	elseif ($EventType == "Chat Message")
			{
				if ($Event->performed_by != "Bomgar") //exclude system generated chat messages
				{
					$chat = $chat . date("m/d/Y : H:i:s", intval($Timestamp)) ." ". "From: ". $Event->performed_by . " - " . $Event->body. "\r\n";
        		}
   			}
   	}
	
	$message = $message . $notes ."\r\n";
	$message = $message . "Chat Transcript...\r\n";
	$message = $message . $chat;

// Echo the body of the message to the browser (useful for testing)
	// Replace line breaks  with html breaks for better viewing in the browser.

// Clean up ampersands in comments & chats... not valid in XML
	$message = str_replace("&","&amp;",$message);
	$message = str_replace("<","&lt;",$message);
	$message = str_replace(">","&gt;",$message);
	
	
	echo str_replace("\r\n","<br />",$message);
	
	// Example URL for testing manually...
	// Ex.   https://support.yoursite.com/api/reporting.ns?username=yourAPIuser&password=yourpassword&generate_report=SupportDesk&lsid=410

// Adding a public comment to the ticket
	add_comment($zenurl."/tickets/".$external_key . ".xml", $message, true);
	echo "Comment added to ticket: ".$external_key;
 
 ?> 
 </body>
</html>

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Author Comments

This sample PHP script can be used with Bomgar "outbound events"
configured via the administrative interface on the appliance (/login
URL).

In Bomgar, see Management / Outbound Events...
Create an event called "Update ZenDesk Ticket"
Enter the complete URL of this PHP script
Check "Events to Send" as "Support Session End"
Be sure to enable the XML API in Management / Security.

Rating

4.57 / 8
60 Votes