Class TicketEntity

The ticket entity is used for representing a service ticket

Carrier object for TicketEntity. Services for the TicketEntity Carrier is available from the Ticket Agent.
Inheritance
object
TicketEntity
Implements
Namespace: SuperOffice.CRM.Services
Assembly: SuperOffice.Services.dll
Syntax
[DataContract(Namespace = "http://www.superoffice.net/ws/crm/NetServer/11.6.0.0")]
public class TicketEntity : Carrier, IExtraFieldCarrier
Examples

Get TicketEntity 123 using the agent:

using SuperOffice;
using SuperOffice.CRM.Services;

using (SoSession mySession = SoSession.Authenticate("user", "pass"))
{
   var agent = new TicketAgent();
   var ticketEntity = agent.GetTicketEntity( 123 );
}

Find all TicketEntity, get related items using archive agent.

var archive = new ArchiveAgent();
var rows = archive.GetArchiveListByColumns2("Ticket", "...", null, "getAllRows eq 1", null, 0, 100 );
var messages = archive.GetArchiveListByColumns2("TicketMessage", "...", null, "ticketId eq 123", null, 0, 100 );

Constructors

TicketEntity()

Default constructor

Declaration
public TicketEntity()
See Also

Properties

Activate

When the ticket should be activated, if it is postponed.

Declaration
[DataMember]
public virtual DateTime Activate { get; set; }
Property Value
Type Description
DateTime
See Also

ActiveStatusMonitorId

Active status monitor identity for related contact. This is a read-only property and is ignored on Save

Declaration
[DataMember]
public virtual int ActiveStatusMonitorId { get; set; }
Property Value
Type Description
int
See Also

AlertLevel

The alert level for the ticket. Matches the level value of the ticket_alert table.

Declaration
[DataMember]
public virtual short AlertLevel { get; set; }
Property Value
Type Description
short
See Also

AlertTimeout

The datetime for when the ticket should jump to the next alert_level.

Declaration
[DataMember]
public virtual DateTime AlertTimeout { get; set; }
Property Value
Type Description
DateTime
See Also

Author

A string representing the author of the ticket (same as author of first message).

Declaration
[DataMember]
public virtual string Author { get; set; }
Property Value
Type Description
string
See Also

BaseStatus

The status of the ticket. I.e. active/closed/postponed/deleted

Use MDO List name "ticketstatus" to get list items.

Declaration
[DataMember]
public virtual TicketBaseStatus BaseStatus { get; set; }
Property Value
Type Description
TicketBaseStatus
See Also

Category

The ticket category entity which this ticket is connected to

Use MDO List name "ejcategory" to get list items.

Declaration
[DataMember]
public virtual TicketCategoryEntity Category { get; set; }
Property Value
Type Description
TicketCategoryEntity
See Also

ClosedAt

When the ticket was closed.

Declaration
[DataMember]
public virtual DateTime ClosedAt { get; set; }
Property Value
Type Description
DateTime
See Also

ConnectId

If a ticket is connected to another ticket, this field is set to the id of the 'master' ticket.

Declaration
[DataMember]
public virtual int ConnectId { get; set; }
Property Value
Type Description
int
See Also

CreatedAt

When the ticket was created.

Declaration
[DataMember]
public virtual DateTime CreatedAt { get; set; }
Property Value
Type Description
DateTime
See Also

CreatedBy

The associate who created this ticket

Declaration
[DataMember]
public virtual Associate CreatedBy { get; set; }
Property Value
Type Description
Associate
See Also

CustomFields

Udef + Extra fields added to the carrier. Extra fields as defined by changes to database schema + user-defined fields as defined by admin. Custom fields combines user defined fields and extra fields into one bucket. The individual ExtraFields and UserDefinedFields properties are deprecated in favor of this combined collection.

Declaration
[DataMember]
public StringDictionary CustomFields { get; set; }
Property Value
Type Description
StringDictionary
Remarks

The naming convention of the key string is as follows:

Extra field data [Extra field name]

Example: 
'x_gorp' = '[I:123]'
User defined field data [Prog-id name]

Example: 
'SuperOffice:1' = '[I:123]'

See Also

Deadline

Deadline for ticket.

Declaration
[DataMember]
public virtual DateTime Deadline { get; set; }
Property Value
Type Description
DateTime
See Also

ExtraFields

Deprecated: Use CustomFields instead. Extra fields added to the carrier. This could be data from Plug-ins, the foreign key system, external applications, etc.

Declaration
[DataMember]
public StringDictionary ExtraFields { get; set; }
Property Value
Type Description
StringDictionary
Remarks

The naming convention of the key string is as follows:

Plug-in data [Plug-in name].[Property name] Example: DocumentPlugin.DocumentType
Foreign key data The device identity is appended directly to the device name if it exists. This is not commonly used, but the database opens for this as a possibility to have several devices with the same name, and hence we would ensure an unique key if this field is used. Example: Audience.SecretService.DefaultCountry
User defined table data [Table name].[Field name] Example: Phunneling.AggregatedSales
Other Other data sources must ensure an unique name. If the key already exists we do not add the data to the dictionary. We also ensure that SuperOffice data are added first, so that existing data doesnt change when more data sources are added (with duplicate data keys).
See Also

FirstReadByOwner

The datetime for when the ticket first was read by the current owner.

Declaration
[DataMember]
public virtual DateTime FirstReadByOwner { get; set; }
Property Value
Type Description
DateTime
See Also

FirstReadByUser

The datetime for when the ticket first was read by a user.

Declaration
[DataMember]
public virtual DateTime FirstReadByUser { get; set; }
Property Value
Type Description
DateTime
See Also

FormSubmission

The form submission that this ticket is connected to

Declaration
[DataMember]
public virtual TicketFormSubmission FormSubmission { get; set; }
Property Value
Type Description
TicketFormSubmission
See Also

FromAddress

The from-address used when this ticket got created, e.g. by email

Declaration
[DataMember]
public virtual string FromAddress { get; set; }
Property Value
Type Description
string
See Also

HasAttachment

Boolean indicating if this ticket has one or more attachments.

Declaration
[DataMember]
public virtual bool HasAttachment { get; set; }
Property Value
Type Description
bool
See Also

IconHint

Icon representing ticket's state

Declaration
[DataMember]
public virtual string IconHint { get; set; }
Property Value
Type Description
string
See Also

Language

The language of the first external message

Declaration
[DataMember]
public virtual string Language { get; set; }
Property Value
Type Description
string
See Also

LastChanged

The last time the ticket was modified.

Declaration
[DataMember]
public virtual DateTime LastChanged { get; set; }
Property Value
Type Description
DateTime
See Also

Messages

TicketMessageId,CreatedAt,SLevel and Important for all the messages connected to this ticket. For message body see the TicketMessageEntity or the TicketMessage archive.

Declaration
[DataMember]
public virtual TicketMessage[] Messages { get; set; }
Property Value
Type Description
TicketMessage[]
See Also

NumMessages

The total number of messages for this request.

Declaration
[DataMember]
public virtual int NumMessages { get; set; }
Property Value
Type Description
int
See Also

NumReplies

The number of replies (messages) to the customer for this request.

Declaration
[DataMember]
public virtual int NumReplies { get; set; }
Property Value
Type Description
int
See Also

OrigHumanCategoryId

Will contain the category id selected by the user, when having the choice of using the suggested category or manually selecting a category

Declaration
[DataMember]
public virtual int OrigHumanCategoryId { get; set; }
Property Value
Type Description
int
See Also

Origin

What is the origin of this ticket

Declaration
[DataMember]
public virtual TicketOrigin Origin { get; set; }
Property Value
Type Description
TicketOrigin
See Also

OwnedBy

The associate who owns this ticket. Setting the id to 0 will make the ticket unassigned. Setting the id to 2147483647 (MaxInt) will make it automatically assigned according to the ticket category assignment rules.

Use MDO List name "associate" to get list items.

Declaration
[DataMember]
public virtual Associate OwnedBy { get; set; }
Property Value
Type Description
Associate
See Also

Person

The primary person that this ticket is connected to

Use MDO List name "person_new" to get list items.

Declaration
[DataMember]
public virtual Person Person { get; set; }
Property Value
Type Description
Person
See Also

Priority

The ticket priority entity which this ticket is connected to

Use MDO List name "ticketpriority" to get list items.

Declaration
[DataMember]
public virtual TicketPriorityEntity Priority { get; set; }
Property Value
Type Description
TicketPriorityEntity
See Also

Project

The project that this ticket is connected to

Use MDO List name "project" to get list items.

Declaration
[DataMember]
public virtual Project Project { get; set; }
Property Value
Type Description
Project
See Also

ReadByCustomer

The datetime for when the ticket was read by the customer.

Declaration
[DataMember]
public virtual DateTime ReadByCustomer { get; set; }
Property Value
Type Description
DateTime
See Also

ReadByOwner

The datetime for when the ticket last was read by the owner.

Declaration
[DataMember]
public virtual DateTime ReadByOwner { get; set; }
Property Value
Type Description
DateTime
See Also

ReadStatus

Whether the owner has read the ticket or not (red, yellow, green).

Declaration
[DataMember]
public virtual TicketReadStatus ReadStatus { get; set; }
Property Value
Type Description
TicketReadStatus
See Also

RealTimeSpentExternally

The total time (seconds) within 24x7 the ticket has been in a external waiting status (configurable), not including current state

Declaration
[DataMember]
public virtual int RealTimeSpentExternally { get; set; }
Property Value
Type Description
int
See Also

RealTimeSpentInternally

The total time (seconds) within 24x7 the ticket has been in an open status (configurable), not including current state

Declaration
[DataMember]
public virtual int RealTimeSpentInternally { get; set; }
Property Value
Type Description
int
See Also

RealTimeSpentQueue

The total time (seconds) within 24x7 hours the ticket has been in a queue status, not including current state

Declaration
[DataMember]
public virtual int RealTimeSpentQueue { get; set; }
Property Value
Type Description
int
See Also

RealTimeToClose

Same as time_to_close, but not calculated based on priority.

Declaration
[DataMember]
public virtual int RealTimeToClose { get; set; }
Property Value
Type Description
int
See Also

RealTimeToReply

Same as time_to_reply, but not calculated based on priority.

Declaration
[DataMember]
public virtual int RealTimeToReply { get; set; }
Property Value
Type Description
int
See Also

RepliedAt

The datetime for when the ticket was replied to. I.e. the first external message added to the ticket.

Declaration
[DataMember]
public virtual DateTime RepliedAt { get; set; }
Property Value
Type Description
DateTime
See Also

Sale

The sale that this ticket is connected to

Use MDO List name "sale" to get list items.

Declaration
[DataMember]
public virtual Sale Sale { get; set; }
Property Value
Type Description
Sale
See Also

SecondaryPersons

The secondary persons this ticket is connected to

Use MDO List name "person_new" to get list items.

Declaration
[DataMember]
public virtual Person[] SecondaryPersons { get; set; }
Property Value
Type Description
Person[]
See Also

Sentiment

The sentiment index of the last external message

Declaration
[DataMember]
public virtual int Sentiment { get; set; }
Property Value
Type Description
int
See Also

SentimentConfidence

The sentiment confidence of the last external message

Declaration
[DataMember]
public virtual int SentimentConfidence { get; set; }
Property Value
Type Description
int
See Also

Slevel

The securitylevel of the ticket.

Declaration
[DataMember]
public virtual TicketSecurityLevel Slevel { get; set; }
Property Value
Type Description
TicketSecurityLevel
See Also

Status

The ticket status entity which this ticket is connected to

Use MDO List name "ticketstatus" to get list items.

Declaration
[DataMember]
public virtual TicketStatusEntity Status { get; set; }
Property Value
Type Description
TicketStatusEntity
See Also

SuggestedCategoryId

Suggestion for categorization, based on the text of the message (AI)

Declaration
[DataMember]
public virtual int SuggestedCategoryId { get; set; }
Property Value
Type Description
int
See Also

SuggestedCategoryName

Suggested category from AI

Declaration
[DataMember]
public virtual string SuggestedCategoryName { get; set; }
Property Value
Type Description
string
See Also

Tags

An array containing the tags assigned to this request

Declaration
[DataMember]
public virtual Tag[] Tags { get; set; }
Property Value
Type Description
Tag[]
See Also

TicketId

The primary key (auto-incremented)

Declaration
[DataMember]
public virtual int TicketId { get; set; }
Property Value
Type Description
int
See Also

TicketType

Type of the Request

Use MDO List name "TicketType" to get list items.

Declaration
[DataMember]
public virtual TicketType TicketType { get; set; }
Property Value
Type Description
TicketType
See Also

TimeSpent

The total time (minutes). Aggregated time spent from ticket's messages. Read-only for external use.

Declaration
[DataMember]
public virtual int TimeSpent { get; set; }
Property Value
Type Description
int
See Also

TimeSpentExternally

The total time (seconds) within the priority's office hours the ticket has been in a external waiting status (configurable), not including current state

Declaration
[DataMember]
public virtual int TimeSpentExternally { get; set; }
Property Value
Type Description
int
See Also

TimeSpentInternally

The total time (seconds) within the priority's office hours the ticket has been in an open status (configurable), not including current state

Declaration
[DataMember]
public virtual int TimeSpentInternally { get; set; }
Property Value
Type Description
int
See Also

TimeSpentQueue

The total time (seconds) within the priority's office hours the ticket has been in a queue status, not including current state

Declaration
[DataMember]
public virtual int TimeSpentQueue { get; set; }
Property Value
Type Description
int
See Also

TimeToClose

The time (minutes) between when the ticket was created and when it was closed. Calculated based on priority's timeframe.

Declaration
[DataMember]
public virtual int TimeToClose { get; set; }
Property Value
Type Description
int
See Also

TimeToReply

The time (minutes) between when the ticket was created and when it was replied to. Calculated based on priority's timeframe.

Declaration
[DataMember]
public virtual int TimeToReply { get; set; }
Property Value
Type Description
int
See Also

Title

The title of the ticket.

Declaration
[DataMember]
public virtual string Title { get; set; }
Property Value
Type Description
string
See Also

Methods

ToString()

Returns the carrier contents as a formatted string.

Declaration
public override string ToString()
Returns
Type Description
string

The carrier contents.
See Also

ToString(string)

Returns the carrier contents as a formatted string, useful for debugging. Each line in the output is prefixed with the input value.

Declaration
public string ToString(string prefix)
Parameters
Type Name Description
string prefix

The line prefix (typically used for indenting)
Returns
Type Description
string

The carrier contents.
See Also

Implements

See Also