1. <html>
  2.  <head>
  3.   <title>Bomgar Zendesk SetStatus</title>
  4.  </head>
  5.  <body>
  6.  <?php 
  7. 	// zendesk-setstatus.php
  8. 	//
  9. 	//  This sample PHP script can be used with Bomgar "outbound events" configured
  10. 	//  via the administrative interface on the appliance (/login URL).
  11. 	//  See Management / Outbound Events...
  12. 	//  Create an event called "Representative Exit Survey is Completed"
  13. 	//  Enter the complete URL of this PHP script
  14. 	//  Check "Events to Send" as "Support Session End"
  15. 	//  Be sure to enable the XML API in Management / Security.
  16.  
  17. 	// CUSTOMIZE THESE VARIABLES FOR YOUR SPECIFIC ENVIRONMENT...
  18. 	//Bomgar Info...
  19. 	$BomgarURL = 'https://support.company.com/api/reporting.ns'; //path to the reporting API URL of your Bomgar support portal
  20.  
  21. 	//Zendesk Login Info...
  22. 	$zenurl = "http://yoursite.zendesk.com";
  23. 	$zenemail = "your-email@company.com";
  24. 	$zenpassword = "yourpassword";
  25.  
  26. 	// Create a header for the comment update...
  27. 	$message = "BOMGAR Ticket Status Update". "\r\n";
  28.  
  29. 	date_default_timezone_set('America/Chicago');
  30.  
  31. function set_status($ticket_location, $value)
  32. {
  33.     global $zenurl, $zenemail, $zenpassword;
  34.     $ch = curl_init();
  35.  
  36.     curl_setopt($ch, CURLOPT_URL, $ticket_location);
  37.     curl_setopt($ch, CURLOPT_HEADER, true);
  38.     curl_setopt($ch, CURLOPT_RETURNTRANSFER, 1);
  39.     curl_setopt($ch, CURLOPT_TIMEOUT, 30);
  40.     curl_setopt($ch, CURLOPT_HTTPHEADER, array("Content-type: text/xml"));
  41.  
  42.     $xml = "<ticket><status-id>$value</status-id></ticket>";
  43.     curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "PUT");
  44.     curl_setopt($ch, CURLOPT_POST, 1);
  45.     curl_setopt($ch, CURLOPT_POSTFIELDS, $xml); 
  46.  
  47.     curl_setopt($ch, CURLOPT_HTTPAUTH, CURLAUTH_BASIC);
  48.     curl_setopt($ch, CURLOPT_USERPWD, "$zenemail:$zenpassword");
  49.     curl_exec($ch);
  50.     curl_close($ch);
  51.   }
  52.  
  53.   function add_comment($ticket_location, $value, $is_public, $token = '')
  54. {
  55.     global $zenurl, $zenemail, $zenpassword;
  56.     $ch = curl_init();
  57.  
  58.     curl_setopt($ch, CURLOPT_URL, $ticket_location);
  59.     curl_setopt($ch, CURLOPT_HEADER, true);
  60.     curl_setopt($ch, CURLOPT_RETURNTRANSFER, 1);
  61.     curl_setopt($ch, CURLOPT_TIMEOUT, 30);
  62.     curl_setopt($ch, CURLOPT_HTTPHEADER, array("Content-type: text/xml"));
  63.  
  64.     $xml = "<ticket><comment><value>$value</value><is_public>$is_public</is_public></comment><uploads>$token</uploads></ticket>";
  65.     curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "PUT");
  66.     curl_setopt($ch, CURLOPT_POST, 1);
  67.     curl_setopt($ch, CURLOPT_POSTFIELDS, $xml); 
  68.  
  69.     curl_setopt($ch, CURLOPT_HTTPAUTH, CURLAUTH_BASIC);
  70.     curl_setopt($ch, CURLOPT_USERPWD, "$zenemail:$zenpassword");
  71.     curl_exec($ch);
  72.     curl_close($ch);
  73.   }
  74.  
  75. 	//  Post the necessary info to query Bomgar for the session details using the Bomgar Reporting API...
  76. 	$postData = array
  77. 	(	
  78. 		'username'			=>	"apiuser", //account  with admin access to the Bomgar portal
  79. 		'password'			=>	"testtest", //password for this account
  80. 		'generate_report'	=>	"SupportDesk", //this give us a report of sessions
  81. 		'lsid'				=>	$_REQUEST['lsid'] //this is the session ID for the request that just entered the queue
  82. 	);	
  83.  
  84. 	// Use curl to invoke the Bomgar Reporting API to retrieve session details...
  85. 	$curl = curl_init();
  86. 	curl_setopt($curl, CURLOPT_URL, $BomgarURL);
  87. 	curl_setopt($curl, CURLOPT_POST, true);
  88. 	curl_setopt($curl, CURLOPT_POSTFIELDS, $postData);
  89. 	curl_setopt($curl, CURLOPT_RETURNTRANSFER, true);
  90.  
  91. 	// Assign the output from the URL to $output.
  92. 	$output = curl_exec($curl);
  93.  
  94. 	// close curl resource, and free up system resources
  95. 	curl_close($curl);
  96.  
  97. 	// Use DOM to parse the XML output of the reporting API to query the necessary information
  98. 	$dom = new DOMDocument();
  99. 	$dom->loadXML($output);
  100.  
  101. 	if (!$dom)
  102. 	{
  103. 		// Handle the error
  104. 		return;
  105. 	}
  106.  
  107. 	//Load returned XML for this session into the $xml varialble.
  108. 	$xml = simplexml_import_dom($dom);
  109.  
  110. 	// Loop through the "rep_survey_list" object(s) and get the values desired.  Note, there should be only
  111. 	// one Customer in typical support sessions.
  112. 	//    ................
  113. 	// Or, we could directly get the specific instance of customer from customer_list using...
  114. 	//     $Customer = $xml->session->customer_list[0]->customer;
  115.  
  116. 	//extract the Zendesk incident number (aka "External_Key") from the Bomgar session details...
  117. 	$external_key = $xml->session->external_key;
  118.  
  119. 	$RepName = $xml->session->primary_rep;
  120. 	$survey = $xml->session->rep_survey_list[0]->rep_exit_survey;
  121.  
  122. 	//Retrieve comments entered by the Rep in the exit survey at the end of the support session
  123. 	//These can be included along with the incident status update.
  124. 	$StatusComments = $survey->value[0]["value"];
  125.  
  126. 	//Pull the value chosen by the rep at the end of the session to set the corresponding status
  127. 	//in the incident.  See TicketStatus / TicketStatusValue below.
  128. 	$TicketStatus = $survey->value[1]["value"];
  129.  
  130. 	// Clean up ampersands in comments & chats... not valid in XML
  131. 	$message = str_replace("&","&amp;",$message);
  132. 	$message = str_replace("<","&lt;",$message);
  133. 	$message = str_replace(">","&gt;",$message);
  134.  
  135. 	echo str_replace("\r\n","<br />",$message);
  136.  
  137. 	// Example URL for testing manually...
  138. 	// Ex.   https://support.yoursite.com/api/reporting.ns?username=yourAPIuser&password=yourpassword&generate_report=SupportDesk&lsid=410
  139.  
  140. //testing values...
  141. //$TicketStatus="Pending";
  142. //$external_key=201;
  143.  
  144. if ($TicketStatus=="Open")
  145. { 
  146. 	$TicketStatusValue=1;
  147. }
  148. elseif ($TicketStatus=="Pending")
  149. { 
  150. 	$TicketStatusValue=2; 
  151. }
  152. elseif ($TicketStatus=="Solved")
  153. { 
  154. 	$TicketStatusValue=3;
  155. }
  156.  
  157.  
  158. echo "sleeping for 5 seconds...";
  159. // sleep for 5 seconds just to make sure this update happens after other Outbound Events are processed.
  160. sleep(5);
  161.  
  162. $StatusComments = "Rep: " . $RepName ." changed status to: ". $TicketStatus . " and added the following comment:\r\n" . $StatusComments;
  163. 	// Adding a public comment to the ticket
  164. 	add_comment($zenurl."/tickets/".$external_key . ".xml", $StatusComments, true);
  165. 	echo "Comment added to ticket: ".$StatusComments;
  166.  
  167. 	//set the status based on rep exit survey
  168. 	set_status($zenurl."/tickets/".$external_key . ".xml", $TicketStatusValue);
  169. 	//echo "Setting Status on Ticket #:".$external_key;
  170.  
  171.  
  172.  
  173. // ZenDesk Ticket Status IDs 
  174. // Status  	Status ID
  175. //New 	0
  176. //Open 	1
  177. //Pending 	2
  178. //Solved 	3
  179. //Closed 	4
  180.  
  181.  
  182.  ?> 
  183.  </body>
  184. </html>