POST Agents/Ticket/GetTicket
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POST /api/v1/Agents/Ticket/GetTicket
Gets a Ticket object.
Query String Parameters
| Parameter Name | Type | Description |
|---|---|---|
| ticketId | int32 | Required The primary key. |
| $select | string | Optional comma separated list of properties to include in the result. Other fields are then nulled out to reduce payload size: "Name,department,category". Default = show all fields. |
POST /api/v1/Agents/Ticket/GetTicket?ticketId=923
POST /api/v1/Agents/Ticket/GetTicket?$select=name,department,category/id
Request Headers
| Parameter Name | Description |
|---|---|
| Authorization | Supports 'Basic', 'SoTicket' and 'Bearer' schemes, depending on installation type. |
| X-XSRF-TOKEN | If not using Authorization header, you must provide XSRF value from cookie or hidden input field |
| Accept | Content-type(s) you would like the response in: application/json, text/json, application/xml, text/xml, application/json-patch+json, application/merge-patch+json |
| Accept-Language | Convert string references and multi-language values into a specified language (iso2) code. |
| SO-Language | Convert string references and multi-language values into a specified language (iso2) code. Overrides Accept-Language value. |
| SO-Culture | Number, date formatting in a specified culture (iso2 language) code. Partially overrides SO-Language/Accept-Language value. Ignored if no Language set. |
| SO-TimeZone | Specify the timezone code that you would like date/time responses converted to. |
| SO-AppToken | The application token that identifies the partner app. Used when calling Online WebAPI from a server. |
Response:
OK
| Response | Description |
|---|---|
| 200 | OK |
Response body: Ticket
| Property Name | Type | Description |
|---|---|---|
| TicketId | int32 | The primary key (auto-incremented) |
| Title | string | The title of the ticket. |
| CreatedAt | date-time | When the ticket was created. |
| LastChanged | date-time | The last time the ticket was modified. |
| ReadByOwner | date-time | The datetime for when the ticket last was read by the owner. |
| ReadByCustomer | date-time | The datetime for when the ticket was read by the customer. |
| FirstReadByUser | date-time | The datetime for when the ticket first was read by a user. |
| Activate | date-time | When the ticket should be activated, if it is postponed. |
| ClosedAt | date-time | When the ticket was closed. |
| RepliedAt | date-time | The datetime for when the ticket was replied to. I.e. the first external message added to the ticket. |
| AlertTimeout | date-time | The datetime for when the ticket should jump to the next alert_level. |
| Deadline | date-time | Deadline for ticket. |
| CreatedBy | int32 | The id of the user who created the ticket. 1 (system user) if the ticket was created externally |
| CreatedByName | string | Initials, also login name, possibly database user name |
| Author | string | A string representing the author of the ticket (same as author of first message). |
| OwnedBy | int32 | The id of the user who owns the ticket. 1 (system user) if the ticket is unassigned. |
| OwnedByName | string | Initials, also login name, possibly database user name |
| Category | int32 | The id of the category a ticket is in. |
| CategoryName | string | The (short) name of this category. E.g. 'support'. |
| CategoryFullname | string | The fullname (compiled from parents' names) for this category. E.g. 'norway/product A/support'. |
| Slevel | string | The securitylevel of the ticket. |
| Priority | int32 | The reference to the ticket_priority table. |
| PriorityName | string | The name of the priority. |
| BaseStatus | string | The status of the ticket. I.e. active/closed/postponed/deleted |
| TicketStatus | int32 | User defined ticket status |
| TicketStatusDisplayValue | string | Get the display name of the ticket status. |
| Origin | string | What is the origin of this ticket |
| CustId | int32 | The reference to the customer. NULL or -1 if ticket is not connected to customer. |
| PersonFirstname | string | First name |
| PersonMiddleName | string | Middle name or 'van' etc. |
| PersonLastname | string | Last name |
| PersonFullname | string | Get the full name for the primary person (customer) |
| AlertLevel | int32 | The alert level for the ticket. Matches the level value of the ticket_alert table. |
| ConnectId | int32 | If a ticket is connected to another ticket, this field is set to the id of the 'master' ticket. |
| ReadStatus | string | Whether the owner has read the ticket or not (red, yellow, green). |
| TimeToReply | int32 | The time (minutes) between when the ticket was created and when it was replied to. Calculated based on priority's timeframe. |
| RealTimeToReply | int32 | Same as time_to_reply, but not calculated based on priority. |
| TimeToClose | int32 | The time (minutes) between when the ticket was created and when it was closed. Calculated based on priority's timeframe. |
| RealTimeToClose | int32 | Same as time_to_close, but not calculated based on priority. |
| TimeSpentInternally | int32 | The total time (seconds) within the priority's office hours the ticket has been in an open status (configurable), not including current state |
| TimeSpentExternally | int32 | The total time (seconds) within the priority's office hours the ticket has been in a external waiting status (configurable), not including current state |
| TimeSpentQueue | int32 | The total time (seconds) within the priority's office hours the ticket has been in a queue status, not including current state |
| RealTimeSpentInternally | int32 | The total time (seconds) within 24x7 the ticket has been in an open status (configurable), not including current state |
| RealTimeSpentExternally | int32 | The total time (seconds) within 24x7 the ticket has been in a external waiting status (configurable), not including current state |
| RealTimeSpentQueue | int32 | The total time (seconds) within 24x7 hours the ticket has been in a queue status, not including current state |
| TimeSpent | int32 | The total time (minutes). Aggregated time spent from ticket's messages. Read-only for external use. |
| HasAttachment | bool | Boolean indicating if this ticket has one or more attachments. |
| NumReplies | int32 | The number of replies (messages) to the customer for this request. |
| NumMessages | int32 | The total number of messages for this request. |
| FromAddress | string | The from-address used when this ticket got created, e.g. by email |
| ContactId | int32 | The company of the person in the cust_id field, if that person belongs to a company |
| ContactName | string | The name of the connected contact |
| OwnedByAssociateId | int32 | The associate id of the owner of the ticket. |
| Language | string | The language of the first external message |
| Sentiment | int32 | The sentiment index of the last external message |
| SentimentConfidence | int32 | The sentiment confidence of the last external message |
| SaleId | int32 | Reference to sale table |
| ProjectId | int32 | Reference to project table |
| SaleHeading | string | The heading of the connected sale |
| ProjectName | string | The name of the connected project |
| FormSubmissionId | int32 | If this ticket was created from a form submission, this field will point to that record |
| TicketTypeId | int32 | The id of the Request Type |
| TicketTypeName | string | The name of the Request Type |
| TableRight | TableRight | The carrier's table right |
| FieldProperties | object | Field property dictionary mapping field names to field access rights. |
Sample request
POST /api/v1/Agents/Ticket/GetTicket
Authorization: Basic dGplMDpUamUw
Accept: application/json; charset=utf-8
Accept-Language: en
Sample response
HTTP/1.1 200 OK
Content-Type: application/json; charset=utf-8
{
"TicketId": 654,
"Title": "saepe",
"CreatedAt": "2003-11-21T17:54:03.7576907+01:00",
"LastChanged": "2022-01-05T17:54:03.7576907+01:00",
"ReadByOwner": "2023-03-11T17:54:03.7576907+01:00",
"ReadByCustomer": "2009-10-13T17:54:03.7576907+02:00",
"FirstReadByUser": "2014-05-20T17:54:03.7576907+02:00",
"Activate": "2001-04-09T17:54:03.7576907+02:00",
"ClosedAt": "2006-08-15T17:54:03.7576907+02:00",
"RepliedAt": "2006-04-14T17:54:03.7576907+02:00",
"AlertTimeout": "2006-03-18T17:54:03.7576907+01:00",
"Deadline": "2006-11-25T17:54:03.7576907+01:00",
"CreatedBy": 18,
"CreatedByName": "Jast Inc and Sons",
"Author": "ut",
"OwnedBy": 293,
"OwnedByName": "D'Amore, Lynch and Murazik",
"Category": 742,
"CategoryName": "VIP Customer",
"CategoryFullname": "VIP Customer",
"Slevel": "External",
"Priority": 900,
"PriorityName": "Jacobson Group",
"BaseStatus": "Active",
"TicketStatus": 18,
"TicketStatusDisplayValue": "earum",
"Origin": "AutoGenerated",
"CustId": 588,
"PersonFirstname": "General",
"PersonMiddleName": "Kuvalis, Considine and Koepp",
"PersonLastname": "Walker",
"PersonFullname": "est",
"AlertLevel": 949,
"ConnectId": 949,
"ReadStatus": "Green",
"TimeToReply": 152,
"RealTimeToReply": 890,
"TimeToClose": 473,
"RealTimeToClose": 669,
"TimeSpentInternally": 376,
"TimeSpentExternally": 626,
"TimeSpentQueue": 47,
"RealTimeSpentInternally": 816,
"RealTimeSpentExternally": 693,
"RealTimeSpentQueue": 731,
"TimeSpent": 191,
"HasAttachment": false,
"NumReplies": 100,
"NumMessages": 189,
"FromAddress": "alias",
"ContactId": 281,
"ContactName": "Torp-Conn",
"OwnedByAssociateId": 475,
"Language": "qui",
"Sentiment": 746,
"SentimentConfidence": 285,
"SaleId": 130,
"ProjectId": 574,
"SaleHeading": "officiis",
"ProjectName": "Wisoky-Larson",
"FormSubmissionId": 362,
"TicketTypeId": 325,
"TicketTypeName": "Bradtke-Lindgren",
"TableRight": null,
"FieldProperties": {
"fieldName": {
"FieldRight": null,
"FieldType": "System.Int32",
"FieldLength": 355
}
}
}