> ## Documentation Index > Fetch the complete documentation index at: https://docs.superoffice.com/llms.txt > Use this file to discover all available pages before exploring further. # Process Ticket When Read > When a user view/read a ticket, a number of action should be performed: set read status, escalation handling, remove notifications, etc. Which actions will be performed depends on owner, caller and configuration NsApiSlow threshold: 2000 ms. ## OpenAPI ````yaml /openapi/agent/openapi-v3-TicketAgent.json post /api/v1/Agents/Ticket/ProcessTicketWhenRead openapi: 3.0.0 info: version: v1-Agents title: SuperOffice Agent API v1 description: SuperOffice Agent API - TicketAgent contact: name: SuperOffice DevNet url: https://docs.superoffice.com/en/api/index.html email: sdk@superoffice.com servers: - url: http://localhost:56350 - url: https://localhost:56350 security: [] tags: [] externalDocs: description: >- The SuperOffice DevNet Community has more documentation, examples, and discussion forums. url: https://community.superoffice.com/en/developer/ paths: /api/v1/Agents/Ticket/ProcessTicketWhenRead: post: tags: - Ticket_Agent summary: Process Ticket When Read description: "When a user view/read a ticket, a number of action should be performed: set read status, escalation handling, remove notifications, etc.\n\nWhich actions will be performed depends on owner, caller and configuration\r\nNsApiSlow threshold: 2000 ms." operationId: v1TicketAgent_ProcessTicketWhenRead parameters: - name: $select in: query description: >- 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. required: false schema: type: string - name: Accept-Language in: header description: >- Convert string references and multi-language values into a specified language (iso2) code. required: false schema: type: string - name: SO-Language in: header description: >- Convert string references and multi-language values into a specified language (iso2) code. Overrides Accept-Language value. required: false schema: type: string - name: SO-Culture in: header description: >- Number, date formatting in a specified culture (iso2 language) code. Partially overrides SO-Language/Accept-Language value. Ignored if no Language set. required: false schema: type: string - name: SO-TimeZone in: header description: >- Specify the timezone code that you would like date/time responses converted to. required: false schema: type: string - name: SO-AppToken in: header description: >- The application token that identifies the partner app. Used when calling Online WebAPI from a server. required: false schema: type: string requestBody: content: application/json: schema: $ref: >- #/components/schemas/SuperOffice.WebApi.v1.Carriers.TicketCarriers.ProcessTicketWhenReadRequest text/json: schema: $ref: >- #/components/schemas/SuperOffice.WebApi.v1.Carriers.TicketCarriers.ProcessTicketWhenReadRequest application/xml: schema: $ref: >- #/components/schemas/SuperOffice.WebApi.v1.Carriers.TicketCarriers.ProcessTicketWhenReadRequest text/xml: schema: $ref: >- #/components/schemas/SuperOffice.WebApi.v1.Carriers.TicketCarriers.ProcessTicketWhenReadRequest application/x-www-form-urlencoded: schema: $ref: >- #/components/schemas/SuperOffice.WebApi.v1.Carriers.TicketCarriers.ProcessTicketWhenReadRequest application/json-patch+json: schema: $ref: >- #/components/schemas/SuperOffice.WebApi.v1.Carriers.TicketCarriers.ProcessTicketWhenReadRequest application/merge-patch+json: schema: $ref: >- #/components/schemas/SuperOffice.WebApi.v1.Carriers.TicketCarriers.ProcessTicketWhenReadRequest description: TicketEntityId required: true responses: '200': description: OK content: application/json: schema: $ref: '#/components/schemas/SuperOffice.CRM.Services.TicketEntity' text/json: schema: $ref: '#/components/schemas/SuperOffice.CRM.Services.TicketEntity' application/xml: schema: $ref: '#/components/schemas/SuperOffice.CRM.Services.TicketEntity' text/xml: schema: $ref: '#/components/schemas/SuperOffice.CRM.Services.TicketEntity' application/json-patch+json: schema: $ref: '#/components/schemas/SuperOffice.CRM.Services.TicketEntity' application/merge-patch+json: schema: $ref: '#/components/schemas/SuperOffice.CRM.Services.TicketEntity' security: - SuperOffice_Password: [] SuperId_Authentication: [] components: schemas: SuperOffice.WebApi.v1.Carriers.TicketCarriers.ProcessTicketWhenReadRequest: description: >- ProcessTicketWhenRead: When a user view/read a ticket, a number of action should be performed: set read status, escalation handling, remove notifications, etc. Which actions will be performed depends on owner, caller and configuration type: object properties: TicketEntityId: format: int32 type: integer SuperOffice.CRM.Services.TicketEntity: description: "The ticket entity is used for representing a service ticket\r\n\r\nCarrier object for TicketEntity.\r\nServices for the TicketEntity Carrier is available from the Ticket Agent." type: object properties: TicketId: format: int32 description: The primary key (auto-incremented) type: integer Title: description: The title of the ticket. type: string CreatedAt: format: date-time description: When the ticket was created. type: string LastChanged: format: date-time description: The last time the ticket was modified. type: string ReadByOwner: format: date-time description: The datetime for when the ticket last was read by the owner. type: string ReadByCustomer: format: date-time description: The datetime for when the ticket was read by the customer. type: string FirstReadByOwner: format: date-time description: >- The datetime for when the ticket first was read by the current owner. type: string FirstReadByUser: format: date-time description: The datetime for when the ticket first was read by a user. type: string Activate: format: date-time description: When the ticket should be activated, if it is postponed. type: string ClosedAt: format: date-time description: When the ticket was closed. type: string RepliedAt: format: date-time description: >- The datetime for when the ticket was replied to. I.e. the first external message added to the ticket. type: string AlertTimeout: format: date-time description: >- The datetime for when the ticket should jump to the next alert_level. type: string Deadline: format: date-time description: Deadline for ticket. type: string CreatedBy: $ref: '#/components/schemas/SuperOffice.CRM.Services.Associate' Author: description: >- A string representing the author of the ticket (same as author of first message). type: string OwnedBy: $ref: '#/components/schemas/SuperOffice.CRM.Services.Associate' Category: $ref: '#/components/schemas/SuperOffice.CRM.Services.TicketCategoryEntity' Slevel: description: The securitylevel of the ticket. enum: - Unknown - Internal - External type: string Priority: $ref: '#/components/schemas/SuperOffice.CRM.Services.TicketPriorityEntity' BaseStatus: description: "The status of the ticket. I.e. active/closed/postponed/deleted \r\nUse MDO List name \"ticketstatus\" to get list items." enum: - Unknown - Active - Closed - Postponed - Deleted - Merged - Spam - PostponedSpecific - Postponed1Hour - Postponed2Hours - Postponed3Hours - Postponed4Hours - PostponedDay - PostponedWeek - PostponedMonth type: string Status: $ref: '#/components/schemas/SuperOffice.CRM.Services.TicketStatusEntity' Origin: description: What is the origin of this ticket enum: - Unknown - Email - SMS - Fax - Phone - Facebook - Twitter - Internal - CustomerCentre - EMarketing - AutoGenerated - Chat - Form - API - Flow type: string Person: $ref: '#/components/schemas/SuperOffice.CRM.Services.Person' SecondaryPersons: description: "The secondary persons this ticket is connected to \r\nUse MDO List name \"person_new\" to get list items." type: array items: $ref: '#/components/schemas/SuperOffice.CRM.Services.Person' AlertLevel: format: int32 description: >- The alert level for the ticket. Matches the level value of the ticket_alert table. type: integer ConnectId: format: int32 description: >- If a ticket is connected to another ticket, this field is set to the id of the 'master' ticket. type: integer ReadStatus: description: Whether the owner has read the ticket or not (red, yellow, green). enum: - Unknown - Green - Yellow - Red type: string TimeToReply: format: int32 description: >- The time (minutes) between when the ticket was created and when it was replied to. Calculated based on priority's timeframe. type: integer RealTimeToReply: format: int32 description: Same as time_to_reply, but not calculated based on priority. type: integer TimeToClose: format: int32 description: >- The time (minutes) between when the ticket was created and when it was closed. Calculated based on priority's timeframe. type: integer RealTimeToClose: format: int32 description: Same as time_to_close, but not calculated based on priority. type: integer TimeSpentInternally: format: int32 description: >- The total time (seconds) within the priority's office hours the ticket has been in an open status (configurable), not including current state type: integer TimeSpentExternally: format: int32 description: >- The total time (seconds) within the priority's office hours the ticket has been in a external waiting status (configurable), not including current state type: integer TimeSpentQueue: format: int32 description: >- The total time (seconds) within the priority's office hours the ticket has been in a queue status, not including current state type: integer RealTimeSpentInternally: format: int32 description: >- The total time (seconds) within 24x7 the ticket has been in an open status (configurable), not including current state type: integer RealTimeSpentExternally: format: int32 description: >- The total time (seconds) within 24x7 the ticket has been in a external waiting status (configurable), not including current state type: integer RealTimeSpentQueue: format: int32 description: >- The total time (seconds) within 24x7 hours the ticket has been in a queue status, not including current state type: integer TimeSpent: format: int32 description: >- The total time (minutes). Aggregated time spent from ticket's messages. Read-only for external use. type: integer HasAttachment: description: Boolean indicating if this ticket has one or more attachments. type: boolean NumReplies: format: int32 description: The number of replies (messages) to the customer for this request. type: integer NumMessages: format: int32 description: The total number of messages for this request. type: integer FromAddress: description: The from-address used when this ticket got created, e.g. by email type: string Messages: description: >- TicketMessageId,CreatedAt,SLevel and Important for all the messages connected to this ticket. For message body see the TicketMessageEntity or the TicketMessage archive. type: array items: $ref: '#/components/schemas/SuperOffice.CRM.Services.TicketMessage' Tags: description: An array containing the tags assigned to this request type: array items: $ref: '#/components/schemas/SuperOffice.CRM.Services.Tag' Language: description: The language of the first external message type: string Sentiment: format: int32 description: The sentiment index of the last external message type: integer SentimentConfidence: format: int32 description: The sentiment confidence of the last external message type: integer SuggestedCategoryId: format: int32 description: Suggestion for categorization, based on the text of the message (AI) type: integer SuggestedCategoryName: description: Suggested category from AI type: string OrigHumanCategoryId: format: int32 description: >- Will contain the category id selected by the user, when having the choice of using the suggested category or manually selecting a category type: integer IconHint: description: Icon representing ticket's state type: string Sale: $ref: '#/components/schemas/SuperOffice.CRM.Services.Sale' Project: $ref: '#/components/schemas/SuperOffice.CRM.Services.Project' FormSubmission: $ref: '#/components/schemas/SuperOffice.CRM.Services.TicketFormSubmission' TicketType: $ref: '#/components/schemas/SuperOffice.CRM.Services.TicketType' ActiveStatusMonitorId: format: int32 description: >- Active status monitor identity for related contact. This is a read-only property and is ignored on Save type: integer ExtraFields: description: "Deprecated: Use {SuperOffice.CRM.Services.TicketEntity.CustomFields} instead.\r\nExtra fields added to the carrier. This could be data from Plug-ins, the foreign key system, external applications, etc." type: object additionalProperties: type: string CustomFields: description: "Udef + Extra fields added to the carrier. Extra fields as defined by changes to database schema + user-defined fields as defined by admin.\r\nCustom fields combines user defined fields and extra fields into one bucket. \r\nThe individual {SuperOffice.CRM.Services.TicketEntity.ExtraFields} and UserDefinedFields properties are deprecated in favor of this\r\ncombined collection." type: object additionalProperties: type: string TableRight: $ref: '#/components/schemas/SuperOffice.CRM.Security.TableRight' FieldProperties: description: >- Field property dictionary mapping field names to field access rights. type: object additionalProperties: $ref: '#/components/schemas/SuperOffice.CRM.Security.FieldProperty' SuperOffice.CRM.Services.Associate: description: "Carrier object for Associate.\r\nServices for the Associate Carrier is available from the Associate Agent." type: object properties: AssociateId: format: int32 description: Primary key type: integer Name: description: Initials, also login name, possibly database user name type: string PersonId: format: int32 description: "Owning person record \r\nUse MDO List name \"person\" to get list items." type: integer Rank: format: int32 description: Rank order type: integer Tooltip: description: Tooltip or other description type: string Type: description: >- User type - 1 = internal user, 2 = resource, 3 = external user, 4 = anonymous, 5 = system enum: - Unknown - InternalAssociate - ResourceAssociate - ExternalAssociate - AnonymousAssociate - SystemAssociate type: string GroupIdx: format: int32 description: >- Primary group membership, see UserGroupLink for secondary memberships type: integer FullName: description: >- The associate's culture formatted fullname (firstname, middleName and lastname) type: string FormalName: description: >- The associate's culture formatted formalname (firstname, middleName and lastname, title, mrmrs) type: string Deleted: description: >- If true, the user is retired and should have no rights, not appear in lists, etc. type: boolean EjUserId: format: int32 description: >- ID of the ej user record corresponding to this associate; 0 for associates that are not ej users type: integer UserName: description: User name type: string ExtraFields: description: "Deprecated: Use {SuperOffice.CRM.Services.Associate.CustomFields} instead.\r\nExtra fields added to the carrier. This could be data from Plug-ins, the foreign key system, external applications, etc." type: object additionalProperties: type: string CustomFields: description: "Udef + Extra fields added to the carrier. Extra fields as defined by changes to database schema + user-defined fields as defined by admin.\r\nCustom fields combines user defined fields and extra fields into one bucket. \r\nThe individual {SuperOffice.CRM.Services.Associate.ExtraFields} and UserDefinedFields properties are deprecated in favor of this\r\ncombined collection." type: object additionalProperties: type: string TableRight: $ref: '#/components/schemas/SuperOffice.CRM.Security.TableRight' FieldProperties: description: >- Field property dictionary mapping field names to field access rights. type: object additionalProperties: $ref: '#/components/schemas/SuperOffice.CRM.Security.FieldProperty' SuperOffice.CRM.Services.TicketCategoryEntity: description: "This entity describes the meta data for a ticket category, and provides special operations on it.\r\n\r\nCarrier object for TicketCategoryEntity.\r\nServices for the TicketCategoryEntity Carrier is available from the List Agent." type: object properties: TicketCategoryId: format: int32 description: The id of the ticket category. (primary key) type: integer ParentId: format: int32 description: >- The parent category for this category. -1 if this is a toplevel category. type: integer Name: description: The (short) name of this category. E.g. 'support'. type: string Fullname: description: >- The fullname (compiled from parents' names) for this category. E.g. 'norway/product A/support'. type: string CategoryMaster: format: int32 description: The user associated with this category. type: integer Flags: description: A bitmask representing flags for this category. enum: - Unknown - Internal - OnlyLoggedInUsers - DefaultToCategoryMaster - ListInMain - RedelegateNewMsg - DelegateToOurContact - PropagateReplyTemplate - MembersOnly - NotifyMembers - AcceptWhenReplying type: string DelegateMethod: description: An integer indicating the delegation method for this category. enum: - Unknown - Even - Weighted - Unfair - Not type: string ExternalName: description: The external name for this category, used for the customer frontend. type: string ClosingStatus: description: Determines the default status used in the GUI when creating a ticket enum: - UserDefined - Active - Closed - Postponed type: string MsgClosingStatus: description: >- Determines the default status used in the GUI when adding a request to a ticket enum: - UserDefined - Active - Closed - Postponed type: string AssignmentLag: format: int32 description: >- Number of minutes we shall override the assignment if a customer sends consecutive messages to this category type: integer ReplyTemplate: format: int32 description: Reply template to merge with messages posted in this category type: integer NotificationEmail: description: >- Comma separated list of addresses to notify when requests are redelegated to (unassigned) in this category. type: string DefaultTicketStatus: $ref: '#/components/schemas/SuperOffice.CRM.Services.TicketStatusEntity' DefaultMessageStatus: $ref: '#/components/schemas/SuperOffice.CRM.Services.TicketStatusEntity' EffectiveReplyTemplateId: format: int32 description: >- Id of reply template to merge into messages, whose ticket belongs to this category. Also takes into account 'Apply to subcategories' on parent categories. This is a calculated, readonly field. type: integer ExtraFields: description: "Deprecated: Use {SuperOffice.CRM.Services.TicketCategoryEntity.CustomFields} instead.\r\nExtra fields added to the carrier. This could be data from Plug-ins, the foreign key system, external applications, etc." type: object additionalProperties: type: string CustomFields: description: "Udef + Extra fields added to the carrier. Extra fields as defined by changes to database schema + user-defined fields as defined by admin.\r\nCustom fields combines user defined fields and extra fields into one bucket. \r\nThe individual {SuperOffice.CRM.Services.TicketCategoryEntity.ExtraFields} and UserDefinedFields properties are deprecated in favor of this\r\ncombined collection." type: object additionalProperties: type: string TableRight: $ref: '#/components/schemas/SuperOffice.CRM.Security.TableRight' FieldProperties: description: >- Field property dictionary mapping field names to field access rights. type: object additionalProperties: $ref: '#/components/schemas/SuperOffice.CRM.Security.FieldProperty' SuperOffice.CRM.Services.TicketPriorityEntity: description: "Entity for a ticket priority. This entity describes the meta data for a ticket priority, and provides special operations on it.\r\n\r\nCarrier object for TicketPriorityEntity.\r\nServices for the TicketPriorityEntity Carrier is available from the List Agent." type: object properties: TicketPriorityId: format: int32 description: The primary key (auto-incremented) type: integer Name: description: The name of the priority. type: string Status: description: The status (normal/deleted) of the priority. enum: - Unknown - Normal - Deleted type: string Flags: description: A bitmask of flags. enum: - Unknown - External - Default - AlertSchedule type: string SortOrder: format: int32 description: Indicates the sort order for this priority. 1 is first, 100 is last type: integer TicketRead: description: >- This field indicates what to do with the escalation chain when the request is read enum: - None - Stop - Continue - Restart type: string ChangedOwner: description: >- This field indicates what to do with the escalation chain when the request changes owner (manually) enum: - None - Stop - Continue - Restart type: string TicketNewinfo: description: >- This field indicates what to do with the escalation chain when the request gets new info enum: - None - Stop - Continue - Restart type: string TicketClosed: description: >- This field indicates what to do with the escalation chain when the request is closed enum: - None - Stop - Continue - Restart type: string TicketChangedPriority: description: >- This field indicates what to do with the escalation chain when the request is changed into this priority enum: - None - Stop - Continue - Restart type: string TicketNew: description: >- This field indicates what to do with the escalation chain when a new request is registered enum: - None - Stop - Continue - Restart type: string Deadline: format: int32 description: Deadline to add if escalated (minutes) type: integer MonStart: format: date-time description: >- The work hour start for Mondays. Note that only the time part of the DateTime is used type: string MonStop: format: date-time description: >- The work hour start for Mondays. Note that only the time part of the DateTime is used type: string TueStart: format: date-time description: >- The work hour start for Tuesdays. Note that only the time part of the DateTime is used type: string TueStop: format: date-time description: >- The work hour stop for Tuesdays. Note that only the time part of the DateTime is used type: string WedStart: format: date-time description: >- The work hour start for Wednesdays. Note that only the time part of the DateTime is used type: string WedStop: format: date-time description: >- The work hour stop for Wednesdays. Note that only the time part of the DateTime is used type: string ThuStart: format: date-time description: >- The work hour start for Thursdays. Note that only the time part of the DateTime is used type: string ThuStop: format: date-time description: >- The work hour stop for Thursdays. Note that only the time part of the DateTime is used type: string FriStart: format: date-time description: >- The work hour start for Fridays. Note that only the time part of the DateTime is used type: string FriStop: format: date-time description: >- The work hour stop for Fridays. Note that only the time part of the DateTime is used type: string SatStart: format: date-time description: >- The work hour start for Saturdays. Note that only the time part of the DateTime is used type: string SatStop: format: date-time description: >- The work hour stop for Saturdays. Note that only the time part of the DateTime is used type: string SunStart: format: date-time description: >- The work hour start for Sundays. Note that only the time part of the DateTime is used type: string SunStop: format: date-time description: >- The work hour stop for Sundays. Note that only the time part of the DateTime is used type: string NonDates: description: >- Dates which the escalation time should not be running. Note that only the day of the year (day and month) is used. So the year and time part is not used even if this is a DateTime. Exception - it IS possible to include a year here, for dates that should not repeat every year type: array items: format: date-time type: string EscalationLevels: description: Escalation levels bound to the parent priority type: array items: $ref: >- #/components/schemas/SuperOffice.CRM.Services.TicketPriorityEscalationLevelEntity TableRight: $ref: '#/components/schemas/SuperOffice.CRM.Security.TableRight' FieldProperties: description: >- Field property dictionary mapping field names to field access rights. type: object additionalProperties: $ref: '#/components/schemas/SuperOffice.CRM.Security.FieldProperty' SuperOffice.CRM.Services.TicketStatusEntity: description: "Entity for a ticket status. This entity describes the meta data for a ticket status, and provides special operations on it.\r\n\r\nCarrier object for TicketStatusEntity.\r\nServices for the TicketStatusEntity Carrier is available from the List Agent." type: object properties: TicketStatusId: format: int32 description: The primary key (auto-incremented) type: integer Name: description: Name of user defined ticket status type: string Status: description: >- The 'classic' ticket status. I.e. active/closed/postponed/deleted enum: - Unknown - Active - Closed - Postponed - Deleted - Merged - Spam - PostponedSpecific - Postponed1Hour - Postponed2Hours - Postponed3Hours - Postponed4Hours - PostponedDay - PostponedWeek - PostponedMonth type: string TimeCounter: description: >- Which field in ticket we count time spent on (queue, internal, external) enum: - None - Internally - Externally - Queue type: string NoEmailReopen: description: Whether inbound emails can reopen requests with this status or not type: boolean IsDefault: description: >- Indicates if status is default one as there might be more than one status with same internal status type: boolean UsedInQueue: description: If set, status is used in GetNext calculations type: boolean TableRight: $ref: '#/components/schemas/SuperOffice.CRM.Security.TableRight' FieldProperties: description: >- Field property dictionary mapping field names to field access rights. type: object additionalProperties: $ref: '#/components/schemas/SuperOffice.CRM.Security.FieldProperty' SuperOffice.CRM.Services.Person: description: "Carrier object for Person.\r\nServices for the Person Carrier is available from the Person Agent." type: object properties: Position: description: >- The position. This is a predefined SuperOffice value, different from Title type: string PersonId: format: int32 description: Primary key type: integer Mrmrs: description: e.g. Mrs sex_title type: string Firstname: description: First name type: string Lastname: description: Last name type: string MiddleName: description: Middle name or 'van' etc. type: string Title: description: Title type: string Description: description: Info text/description on person. type: string Email: description: First email on contact person. type: string FullName: description: >- Get the persons full name (internal name used in clients for employees). type: string DirectPhone: description: Returns the direct phone that belong to the contact person. type: string FormalName: description: >- Get formal name for a person, as used in labels. (Full name + person title + academic title) type: string CountryId: format: int32 description: Country type: integer ContactId: format: int32 description: Owning contact ID type: integer ContactName: description: The persons company name type: string Retired: format: int32 description: >- 1 = the user is retired and should have no rights, not appear in lists, etc. type: integer Rank: format: int32 description: Display sort sequence for default sort order type: integer ActiveInterests: format: int32 description: >- Number of records in pintr table; select count(*) from pintr pi where pi.person_id = this.person_id == activeInterests is always true type: integer ContactDepartment: description: The persons contact department type: string ContactCountryId: format: int32 description: The persons contact country id type: integer ContactOrgNr: description: The persons contact organization number type: string FaxPhone: description: Returns the fax phone that belong to the contact person. type: string MobilePhone: description: Returns the mobile phone that belong to the contact person. type: string ContactPhone: description: Returns the direct phone that belong to the persons contact. type: string AssociateName: description: Name of the person's owner type: string AssociateId: format: int32 description: Id of the item's owner (Associate id) type: integer UsePersonAddress: description: If 1, use person's address for mailing instead of company address type: boolean ContactFax: description: Actual phone number as eneterd by the user type: string Kanafname: description: Kana first name, used in Japanese versions only type: string Kanalname: description: Kana last name, used in Japanese versions only type: string Post1: description: Postal address, used in Japanese versions only type: string Post2: description: Postal address, used in Japanese versions only type: string Post3: description: Postal address, used in Japanese versions only type: string EmailName: description: E-mail description type: string ContactFullName: description: Company full name + department type: string ActiveErpLinks: format: int32 description: How many active ERP links are there for this person? type: integer TicketPriorityId: format: int32 description: Ticket priority ID type: integer SupportLanguageId: format: int32 description: Support priority ID type: integer SupportAssociateId: format: int32 description: Our support contact for this person type: integer CategoryName: description: The category list item name type: string PersonNumber: description: Alphanumeric user field type: string TableRight: $ref: '#/components/schemas/SuperOffice.CRM.Security.TableRight' FieldProperties: description: >- Field property dictionary mapping field names to field access rights. type: object additionalProperties: $ref: '#/components/schemas/SuperOffice.CRM.Security.FieldProperty' SuperOffice.CRM.Services.TicketMessage: description: "The TicketMessage carrier is used for representing a service ticket message\r\n\r\nCarrier object for TicketMessage.\r\nServices for the TicketMessage Carrier is available from the Ticket Agent." type: object properties: TicketMessageId: format: int32 description: The primary key (auto-incremented) type: integer CreatedAt: format: date-time description: When the message was posted. type: string Slevel: description: The securitylevel of the message. enum: - Unknown - Internal - External type: string Important: description: If this message is important or not. type: boolean Author: description: >- A string representing the author of the message. Could be a user's name, or a persons email address. type: string PersonId: format: int32 description: Primary key type: integer PersonFullName: description: >- Get the persons full name (internal name used in clients for employees). type: string ContactId: format: int32 description: Primary key type: integer ContactName: description: Contact name type: string ContactDepartment: description: Department type: string NumAttachments: format: int32 description: Number of attachments in the message type: integer EmailHeader: description: The email header is saved in this field as raw text type: string MessageHeaders: description: >- Contains the message headers, like To, Cc, Bcc information, or custom headers type: array items: $ref: '#/components/schemas/SuperOffice.CRM.Services.TicketMessageHeader' Language: description: The language this message is in, based on some kind of analysis type: string Sentiment: format: int32 description: >- Sentiment index, 100 = completely happy; -100 = suicidally unhappy; 0 = no idea type: integer SentimentConfidence: format: int32 description: Confidence of sentiment index, 0 = no idea, 100 = completely sure type: integer CreatedBy: format: int32 description: >- The id of the user who posted the message. The value 1 (system user) for externally posted messages. type: integer ChangedAt: format: date-time description: When the message was changed. type: string Badge: description: Badge to explicitly determine how a message was generated enum: - Unknown - Reply - Forward - Comment - Incoming - Outgoing type: string TableRight: $ref: '#/components/schemas/SuperOffice.CRM.Security.TableRight' FieldProperties: description: >- Field property dictionary mapping field names to field access rights. type: object additionalProperties: $ref: '#/components/schemas/SuperOffice.CRM.Security.FieldProperty' SuperOffice.CRM.Services.Tag: description: "Carrier object for Tag.\r\nServices for the Tag Carrier is available from the List Agent." type: object properties: Id: format: int32 description: The Id of the ListItem type: integer Name: description: The name of the ListItem type: string ToolTip: description: The tooltip of the ListItem type: string TableRight: $ref: '#/components/schemas/SuperOffice.CRM.Security.TableRight' FieldProperties: description: >- Field property dictionary mapping field names to field access rights. type: object additionalProperties: $ref: '#/components/schemas/SuperOffice.CRM.Security.FieldProperty' SuperOffice.CRM.Services.Sale: description: "Carrier object for Sale.\r\nServices for the Sale Carrier is available from the Sale Agent." type: object properties: ContactName: description: Contact name type: string SaleDate: format: date-time description: (expected / lost / won) sales date type: string SaleId: format: int32 description: Primary key type: integer Probability: format: int32 description: Actual probability, may differ from the one in the list type: integer Title: description: Sale heading (short description?) type: string Amount: format: double description: Total sale amount type: number Currency: description: Currency the sale was made in. type: string ProjectName: description: Project name type: string AssociateFullName: description: The sale's owner type: string Description: description: The sales description type: string Status: description: The sale's status, indicating wether the sale is open, sold or lost. enum: - Unknown - Open - Sold - Lost - Stalled - SaintAll type: string WeightedAmount: format: double description: The weighted amount ( amount * probability / 100) type: number ProjectId: format: int32 description: Optional project reference type: integer EarningPercent: format: double description: Earning as percent of total type: number Earning: format: double description: Earning on sale type: number ContactId: format: int32 description: Optional contact reference type: integer AssociateId: format: int32 description: The sale's owner id type: integer PersonId: format: int32 description: The sale's contact persons id type: integer SaleTypeId: format: int32 description: The sale's type id type: integer SaleTypeName: description: The sale's type name type: string PersonFullName: description: The name of the person this sale belongs to. type: string Completed: description: >- The Sale completed state. The completed state is either Started or Completed. NotStarted is treated as Started. The value maps to the Done database field. enum: - Unknown - NotStarted - Started - Completed type: string ActiveErpLinks: format: int32 description: The number of active erp links type: integer NextDueDate: format: date-time description: >- Next due date, this is a denormalization of 'closest future activity date, or most recent if no future activities'. Maintained by the system, but very convenient for searching. type: string Number: description: Alphanumeric user field type: string TableRight: $ref: '#/components/schemas/SuperOffice.CRM.Security.TableRight' FieldProperties: description: >- Field property dictionary mapping field names to field access rights. type: object additionalProperties: $ref: '#/components/schemas/SuperOffice.CRM.Security.FieldProperty' SuperOffice.CRM.Services.Project: description: "Carrier object for Project.\r\nServices for the Project Carrier is available from the Project Agent." type: object properties: ProjectId: format: int32 description: Primary key type: integer Name: description: Project name type: string Description: description: The projects description type: string URL: description: URL address type: string Type: description: The project type. type: string AssociateId: format: int32 description: The project owner id (associate id) type: integer AssociateFullName: description: The project owner type: string TypeId: format: int32 description: '' type: integer Updated: format: date-time description: Last updated date in UTC. type: string StatusId: format: int32 description: The projects status id type: integer Status: description: The projects status type: string TextId: format: int32 description: The id of the description type: integer PublishTo: format: date-time description: Publication valid to (inclusive) type: string PublishFrom: format: date-time description: Publication valid from (inclusive) type: string IsPublished: description: '' type: boolean URLName: description: Visible field type: string ProjectNumber: description: Automatically generated number type: string ActiveErpLinks: format: int32 description: The number of active erp links type: integer EventId: format: int32 description: Reserved field for Lyyti event when project is linked to an event. type: integer StartDate: format: date-time description: >- Reserved field for Lyyti event when project is linked to an event, is the event start date. type: string TableRight: $ref: '#/components/schemas/SuperOffice.CRM.Security.TableRight' FieldProperties: description: >- Field property dictionary mapping field names to field access rights. type: object additionalProperties: $ref: '#/components/schemas/SuperOffice.CRM.Security.FieldProperty' SuperOffice.CRM.Services.TicketFormSubmission: description: "Class representing form submission related to ticket.\r\n\r\nCarrier object for TicketFormSubmission." type: object properties: FormSubmissionId: format: int32 description: Primary key type: integer EmailAddress: description: The email address of the person who submitted type: string Status: description: What is the status of this submission enum: - Unknown - InProgress - EmailVerification - Submitted - Processed - Failed type: string SuperOffice.CRM.Services.TicketType: description: "Ticket Type - light read-only version of TicketTypeEntity.\r\n\r\nCarrier object for TicketType.\r\nServices for the TicketType Carrier is available from the List Agent." type: object properties: TicketTypeId: format: int32 description: Primary key type: integer Name: description: The list item type: string Icon: description: Name of the icon type: string DefaultTicketStatus: format: int32 description: Default ticket status for new tickets type: integer DefaultTicketPriority: format: int32 description: Default ticket priority for new tickets type: integer IsDefault: description: Is this Ticket Type marked as default type: boolean ShowInNew: description: Enables this request type to be accessible in +New in top bar type: boolean ExcludeSignature: description: Do not insert user signature automatically type: boolean ExcludeEmailRecipients: description: Create request without initially having to send outbound e-mail type: boolean ExternalAsDefault: description: Ability to set external access level for this request type type: boolean VisibleForGroups: description: Array of references to the visible for groups type: array items: format: int32 type: integer ReplyForwardNoSignature: description: Do not insert user signature when replying or forwarding the message type: boolean ReplyExternalAsDefault: description: Set external access level when replying the message type: boolean TableRight: $ref: '#/components/schemas/SuperOffice.CRM.Security.TableRight' FieldProperties: description: >- Field property dictionary mapping field names to field access rights. type: object additionalProperties: $ref: '#/components/schemas/SuperOffice.CRM.Security.FieldProperty' SuperOffice.CRM.Security.TableRight: description: "Wraps a table right together with an explanatory reason.\r\nCode can indicate why access is restricted." type: object properties: Mask: type: string Reason: type: string SuperOffice.CRM.Security.FieldProperty: description: >- Class holding properties like field length, field type about a field in the carrier. type: object properties: FieldRight: $ref: '#/components/schemas/SuperOffice.CRM.Security.FieldRight' FieldType: type: string FieldLength: format: int32 description: '' type: integer SuperOffice.CRM.Services.TicketPriorityEscalationLevelEntity: description: "Entity for ticket priority escalation level. Entity describes properties/actions when escalation(alert) happens. Alert is raised according to TicketPriority timing intervals\r\n\r\nCarrier object for TicketPriorityEscalationLevelEntity.\r\nServices for the TicketPriorityEscalationLevelEntity Carrier is available from the List Agent." type: object properties: TicketAlertId: format: int32 description: The primary key (auto-incremented) type: integer AlertLevel: format: int32 description: The alert level (strictly ascending number). type: integer AlertTimeout: format: int32 description: The time (in minutes) before ticket is escalated to next level. type: integer Action: format: int32 description: >- Bitmap indicating what should be done when escalating *to* this level. type: integer DelegateTo: format: int32 description: >- If ticket should be redelegated on escalation, this field contains the id of the target user. type: integer ScriptId: format: int32 description: Script that can be executed then the ticket alert action occur. type: integer EmailTo: description: >- If an email should be sent when escalating, this field will contain the recipient email address. type: string SmsTo: description: >- If an sms should be sent when escalating, this field will contain the recipient email address. type: string ReplyTemplateIdCustomer: format: int32 description: >- Reference to the reply template used in this alert, for mail to customer type: integer ReplyTemplateIdUser: format: int32 description: >- Reference to the reply template used in this alert, for mail to owner of ticket type: integer ReplyTemplateIdCatmast: format: int32 description: >- Reference to the reply template used in this alert, for mail to category master type: integer ReplyTemplateIdEmail: format: int32 description: >- Reference to the reply template used in this alert, for mail to custom address type: integer RtiCustomerSms: format: int32 description: >- Reference to the reply template used in this alert, for sms to customer type: integer ReplyTemplateIdUserSms: format: int32 description: >- Reference to the reply template used in this alert, for sms to owner of ticket type: integer ReplyTemplateIdCatmastSms: format: int32 description: >- Reference to the reply template used in this alert, for sms to category master type: integer ReplyTemplateIdSms: format: int32 description: >- Reference to the reply template used in this alert, for sms to custom address type: integer TableRight: $ref: '#/components/schemas/SuperOffice.CRM.Security.TableRight' FieldProperties: description: >- Field property dictionary mapping field names to field access rights. type: object additionalProperties: $ref: '#/components/schemas/SuperOffice.CRM.Security.FieldProperty' SuperOffice.CRM.Services.TicketMessageHeader: description: "Contains information about a header connected to a ticket message\r\n\r\nCarrier object for TicketMessageHeader." type: object properties: Id: format: int32 description: Id type: integer Name: description: >- The name of the header. This can for example be To, Cc or other custom headers that is set up in Service type: string Value: description: >- The value of the header. Can for example be an email address, or a custom header extracted from emails type: string StdItem: description: >- If this has a value, it indicates that a standard header text from the language database should be used - and witch one to use enum: - None - Forward - UnnamedAttachmentBlocked - NoAutoReply - SentAutoReplyToCustomersA - SentAutoReplyToCustomersB - CustomerReadFAQ - ReplyTemplate type: string StdItemCol: description: >- If this is 1, concatenate the standard item text with header name field, if 2 use header value field instead. If this col is 0, use the empty field - preferably the value column. enum: - None - Name - Value type: string TableRight: $ref: '#/components/schemas/SuperOffice.CRM.Security.TableRight' FieldProperties: description: >- Field property dictionary mapping field names to field access rights. type: object additionalProperties: $ref: '#/components/schemas/SuperOffice.CRM.Security.FieldProperty' SuperOffice.CRM.Security.FieldRight: description: "Wraps the field right together with an explanatory reason.\r\nAlso adds logical operators to the field rights so that they can be easily combined." type: object properties: Mask: type: string Reason: type: string ```` ## Related topics - [SuperOffice.WebApi.Data.Ticket ProcessTicketWhenReadRequest](/en/api/reference/webapi/SuperOffice.WebApi.Data.Ticket_ProcessTicketWhenReadRequest.md) - [SuperOffice.WebApi.Agents.TicketAgent](/en/api/reference/webapi/SuperOffice.WebApi.Agents.TicketAgent.md) - [SuperOffice.WebApi.Agents.ITicketAgent](/en/api/reference/webapi/SuperOffice.WebApi.Agents.ITicketAgent.md) - [Ticket](/en/automation/crmscript/reference/CRMScript.Native.Ticket.md) - [Request to publish](/en/developer-portal/create-app/request-to-publish.md)