The API will initially focus on miscellaneous charges and basic ticket creation, expanding later to include parts, labor estimates, and EMT integration. Wagner will provide required fields and EMT criteria; Texada will then supply a cost estimate, with optional refinement for a fee.
Service Link Ticket Creation Use Case: Wagner uses a front-end bot to create Service Link tickets for product link subscriptions, a time-consuming manual process involving thousands of work orders. The API would automate this, improving speed and stability. The initial focus is on creating basic Service Link tickets, with future expansion to EMT integration and inclusion of parts and labor.
Work Order Details and Requirements: The team clarified that the work orders involve miscellaneous charges, using custom job and component codes, which may vary between product link and ET software. While initially focusing on miscellaneous charges, the system should be designed to accommodate parts and labor in future iterations . Discussions included the need for notes and special instructions in the tickets , and the use of product link as a serial number placeholder for multiple serial numbers in the notes section to streamline billing for large clients. The team determined that media or attachments are not currently necessary.
Technical Implementation and API Design: The team explored the use of existing APIs, including the possibility of separate APIs for ticket creation and work order updates . They discussed the importance of error handling, favoring a failure response over partial creation of tickets to maintain data integrity . The option of using existing replication to check ticket status and trigger work order creation was also discussed . The team agreed that a JSON mockup of the required fields would aid in understanding the API requirements
EMT Integration and Future Considerations: The discussion extended to EMT integration, focusing on creating tickets from PM schedules within EMT . This would require passing EMT contract and PM information. The team discussed the potential for additional EMT functionality, such as automatically generating tickets based on predefined criteria within EMT rather than through a separate API call . They agreed to further discuss this in a future call.
Next Steps and Cost Estimates: Wagner will provide a list of required fields for the post API, initially focusing on the full solution (including parts), and the criteria for ticket creation in EMT. Texada will then provide a high-level cost estimate range, with the option to refine the estimate for a nominal discovery fee
Mark Dearborn
