Tickets

…/tickets/

Field	Type	Notes
key	string-pkey	Ticket Primary Key string.
user_userid	string-fkey
user_name	string	read-only when “user-userid” not null.
user_email	string	read-only when “user-userid” not null.
tech_userid	string-fkey
tech_name	string	read-only when “tech_userid” not null.
tech_email	string	read-only when “tech_userid” not null.
created_time	datetime	read-only.
created_userid	string-fkey	read-only.
created_name	string	read-only.
updated_time	datetime	read-only.
updated_userid	string-fkey	read-only.
updated_name	string	read-only.
location_id	string-fkey
location_name	string	read-only
class_id	string-fkey
class_name	string	read-only
asset_id	string-fkey
status	int	see fixed values below.
subject	string-100
note	string-long	private note, not visible to user role, only tech/admin
is_new_user_message	bit	indicates the user has a new message
is_new_tech_message	bit	indicates the tech has a new message
closed_time	datetime
closed_userid	string-fkey
closed_name	string	read-only
closed_note	string
is_preventive	bit	Is a preventive ticket created by the scheduler
asset_identifier	string	standard text input field for asset serial number or tag. Used primarily when asset manager feature is disabled.
folder_id	string-fkey
folder_name	string	read-only.
room	string	used on ticket creation when more advanced location’s is not enabled.
number	int	read-only. System generated ticket number, only generated server side
custom_fields	string	XML data that represents the custom fields on each ticket.
amount_parts	decimal-2	read-only. currency.
amount_labor	decimal-2	read-only. currency.
amount_travel	decimal-2	read-only. currency.
amount_misc	decimal-2	currency.
priority_id	string-fkey
priority_name	string	read-only.
priority_level	int	read-only.
request_completion_time	datetime
request_completion_note	string-50
follow_up_time	datetime
follow_up_note	string-50
level	int-tiny
level_name	string	read-only.
is_via_email_parser	bit	read-only. Indicates the ticket was created via the email parser
account_id	string-fkey
account_name	string	read-only.
account_location_id	string-fkey
account_location_name	string	read-only.
is_resolved	bit	Ticket marked as “resolved” on closing. Related to resolution categories.
resolution_category_id	string-fkey
resolution_category_name	string	read-only.
is_confirmed	bit	User has marked the ticket as confirmed complete.
confirmed_userid	string-fkey
confirmed_time	datetime
confirmed_note	string-250
creation_category_id	string-fkey
creation_category_name	string
id_method	string-255	Indentification method. This is a string value used during ticket creation to allow the user to describe the specific asset or computer with a problem, eg. “the black computer in the back left of the room”
next_step	string-100
next_step_time	datetime
estimated_hours	decimal(10,4)
remaining_hours	decimal(10,4)
total_hours	decimal(10,4)
workpad	string-long	HTML notepad on each ticket
project_id	string-fkey
project_name	string	read-only
submission_category_id	string-fkey
submission_category_name	string	read-only
comments : []	sub object array	see comment array fields below
time_logs: []	sub object array	see time-logs array fields below

Status Fixed Values

ID	Value
0	(reserved for future)
1	Open
2	Closed
3	On Hold
PSUEDO
status=1,2	open + closed
status=1,2,3	open+closed+onHold
status=-1	all – like “1,2,3″, but more safe for the future

Comments Array

Field	Type	Notes
key	int
posted_userid	int-fkey
posted_name	string
posted_time	datetime
type	string
message	string-long

Time Logs Array

Field	Type	Notes
key	int
tech_userid	int-fkey
tech_name	string	read-only.
hours	decimal
start_time	datetime	UTC-0
stop_time	datetime	UTC-0
tasktype_id	int-fkey
tasktype_name	string	read-only.
note	string-long

Query list of tickets

URL	../tickets?
Method	GET
Returns	200 OK 204 No Content 401 Unauthorized
Query Strings	status=
	user_userid=
	tech_userid=
	altuser_userid=	if included will also return tickets where the specified user is an alternate user
	alttech_userid=	if included will also return tickets where the specified tech is an alternate tech
	pg=	pages. 25 records returned per page. First page number is 1.

View a single ticket

URL	../tickets/se637h/
Method	GET
Returns	200 OK 401 Unauthorized 404 Not Found
Query Strings

Post a new ticket

URL	../tickets/
Method	POST
Returns	201 OK & Location

Update existing ticket

URL	../tickets/se637h/
Method	PUT
Returns	200 OK

Delete a ticket

Admin role required to delete tickets.

URL	../tickets/se637h/
Method	DELETE
Returns	200 OK
	401 Unauthorized

Post a new response

URL	../tickets/se637h/comments/
Method	POST
Returns	201 OK & Location

Transfer a ticket

URL	../tickets/se637h/transfer/
Method	POST
Returns	200 OK