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Using IQL
IQL stands for Inbenta Query Language. It allows you to perform complex requests that would otherwise be difficult or even impossible with simple parameters in the Assist API.
Note
the use of the iql disallow the use of the other parameters to avoid conflict between them. For example "iql": "queue IS 2" could have conflict with the query string queue. Only the pagination parameters can be use at the same time than iql.
Syntax
Raw comparison
| Operator | Negate | Description | Example |
|---|---|---|---|
| IS | IS NOT | Makes sure the field has a value equal to the one provided | director IS "Steven Spielberg" |
| IS EMPTY | IS NOT EMPTY |
Makes sure the field has a value of either:
|
director is EMPTY |
Numerical comparison
| Operator | Negate | Description | Example |
|---|---|---|---|
| > | - | Makes sure the field has a value that is greater than the given number | movie.score > 3 |
| < | - |
Makes sure the field has a value that is less than the given number |
movie.score < 5 |
| >= | - |
Makes sure the field has a value that is equal to or greater than the given number |
movie.score >= 3 |
| <= | - |
Makes sure the field has a value that is equal to or less than the given number |
movie.score <= 5 |
Logic operators
| Operator | Negate | Description | Example |
|---|---|---|---|
| AND | - | makes sure that two conditions are met | director IS "Steven Spielberg" AND movie is "Jurassic Park" |
| OR | - |
Makes sure at least one of the two conditions is met |
director IS "Steven Spielberg" OR director is "Martin Scorsese" |
Others
| Operator | Negate | Description | Example |
|---|---|---|---|
| (, ) | - | Evaluates the content of the parentheses individually | director is "Martin Scorsese" OR (director IS "Steven Spielberg" AND movie is "Jurassic Park") |
Operands
- text: Text operands should be wrapped between quotes. i.e: "some text"
- numbers: Numbers can be used directly.
- variables: Variables are references to fields and should be written without quotes i.e: some_variable
See the example below to view these operands in action.
Allowed Variables
- parent: parent ticket id (when you search for subtickets).
- queue: the queue id.
- solver: the user id in charge of the ticket.
- creator: the user id that created the ticket.
- created: the creation date of the ticket (in YYYYMMDDHHMMSS format).
- archived_at: the last archiving date of the ticket (in YYYYMMDDHHMMSS format).
- priority: the ticket priority id.
- title: the ticket title.
- language: the ticket language id.
- source: the ticket source id.
- external_id: the ticket external_id id, usually a social media id or an Agent Chat id.
- status: the ticket status id.
- label: the ticket substatus id.
- last_change: the date the ticket was last modified (in YYYYMMDDHHMMSS format).
- extra.[name]: the extra data value of the type [name].
Use Case
IQL can be used in:
- [GET] /tickets
- [GET] /tickets-search
Example
-
To find all the tickets created after a certain time (written in format YYYYMMDDHHMMSS) that contain the email "example@inbenta.com" as the value for the ticket extra data field "email":
created > 20191214113245 AND extra.email IS "example@inbenta.com" -
To find all the tickets that were last modified in the week from 10 May 2020 to 16 May 2020:
last_change > 20200510000000 AND last_change < 20200516235959