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As part of the effort to streamline the execution of API requests, the available filters usable in API v3 GET /tickets requests have been narrowed down. From version 5.51.5.29 onwards, only those filters available in the panel can be used in API requests to retrieve lists of tickets. Requests that use non-supported filters will either return an error response or ignore the filter and return results as if the filter was not applied.
Required action
If you are utilizing API v3 to retrieve lists of tickets with the _filters parameter in your requests, it is recommended to review all your scripts that use our API, to ensure you are using the supported filters.
For instance, if you were retrieving a list of tickets in a specific status, e.g. New, filters like {"status":"N"}, or [["status","E","N"]], or [["status","L","N"]] would have returned the correct results. However, from the mentioned version, as the "Status" condition in ticket filters only contains a group of multiple selectable statuses instead of a single status, the only filter allowed to retrieve tickets in the New status is [["status","IN","N"]]. Any other option is not permitted.
Similarly, if you are retrieving a list of tickets in a specific department, the only allowed filter is [["departmentid","IN","default"]]. As the "Department (exclude)" condition is also available in ticket filters, an API filter [["departmentid","NI","default"]] can be used as well to exclude the department from the results.
The recommended way to identify all available filters is to apply the desired filter directly in the panel and inspect the payload of the request using your browser's developer tools.
If you would like to consult your API with our support team, you are welcome to send us an email with explanation and example of your API to support@liveagent.com.