GET Ticket/default

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 • 12 minutes to read 
GET /api/v1/Ticket/default

Set default values into a new TicketEntity.

NetServer calculates default values on the entity, which is required when creating/storing a new instance Calls the Ticket agent service CreateDefaultTicketEntity.

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: TicketEntity

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.
FirstReadByOwner date-time The datetime for when the ticket first was read by the current owner.
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 Associate The associate who created this ticket
Author string A string representing the author of the ticket (same as author of first message).
OwnedBy Associate 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.
Category TicketCategoryEntity The ticket category entity which this ticket is connected to Use MDO List name "ejcategory" to get list items.
Slevel string The securitylevel of the ticket.
Priority TicketPriorityEntity The ticket priority entity which this ticket is connected to Use MDO List name "ticketpriority" to get list items.
BaseStatus string The status of the ticket. I.e. active/closed/postponed/deleted Use MDO List name "ticketstatus" to get list items.
Status TicketStatusEntity The ticket status entity which this ticket is connected to Use MDO List name "ticketstatus" to get list items.
Origin string What is the origin of this ticket
Person Person The primary person that this ticket is connected to Use MDO List name "person_new" to get list items.
SecondaryPersons array The secondary persons this ticket is connected to Use MDO List name "person_new" to get list items.
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
Messages array TicketMessageId,CreatedAt,SLevel and Important for all the messages connected to this ticket. For message body see the TicketMessageEntity or the TicketMessage archive.
Tags array An array containing the tags assigned to this request
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
SuggestedCategoryId int32 Suggestion for categorization, based on the text of the message (AI)
SuggestedCategoryName string Suggested category from AI
OrigHumanCategoryId int32 Will contain the category id selected by the user, when having the choice of using the suggested category or manually selecting a category
IconHint string Icon representing ticket's state
Sale Sale The sale that this ticket is connected to Use MDO List name "sale" to get list items.
Project Project The project that this ticket is connected to Use MDO List name "project" to get list items.
FormSubmission TicketFormSubmission The form submission that this ticket is connected to
TicketType TicketType Type of the Request Use MDO List name "TicketType" to get list items.
ActiveStatusMonitorId int32 Active status monitor identity for related contact. This is a read-only property and is ignored on Save
ExtraFields object Deprecated: Use {SuperOffice.CRM.Services.TicketEntity.CustomFields} instead. Extra fields added to the carrier. This could be data from Plug-ins, the foreign key system, external applications, etc.
CustomFields object 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 {SuperOffice.CRM.Services.TicketEntity.ExtraFields} and UserDefinedFields properties are deprecated in favor of this combined collection.
TableRight TableRight The carrier's table right
FieldProperties object Field property dictionary mapping field names to field access rights.

Sample request

GET /api/v1/Ticket/default
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": 41,
  "Title": "assumenda",
  "CreatedAt": "2001-01-16T17:54:08.5543174+01:00",
  "LastChanged": "2001-12-24T17:54:08.5543174+01:00",
  "ReadByOwner": "2000-10-21T17:54:08.5543174+02:00",
  "ReadByCustomer": "2004-05-24T17:54:08.5543174+02:00",
  "FirstReadByOwner": "2025-02-22T17:54:08.5543174+01:00",
  "FirstReadByUser": "2012-12-09T17:54:08.5543174+01:00",
  "Activate": "2023-08-20T17:54:08.5543174+02:00",
  "ClosedAt": "2023-11-29T17:54:08.5543174+01:00",
  "RepliedAt": "2021-09-26T17:54:08.5543174+02:00",
  "AlertTimeout": "2022-03-31T17:54:08.5543174+02:00",
  "Deadline": "2017-08-01T17:54:08.5543174+02:00",
  "CreatedBy": null,
  "Author": "distinctio",
  "OwnedBy": null,
  "Category": null,
  "Slevel": "External",
  "Priority": null,
  "BaseStatus": "Active",
  "Status": null,
  "Origin": "AutoGenerated",
  "Person": null,
  "SecondaryPersons": [
    {
      "Position": "dolorem",
      "PersonId": 912,
      "Mrmrs": "voluptas",
      "Firstname": "Gladys",
      "Lastname": "Stehr",
      "MiddleName": "Trantow-Macejkovic",
      "Title": "velit",
      "Description": "Function-based well-modulated array",
      "Email": "lauretta@walker.co.uk",
      "FullName": "Vladimir Dylan Robel I",
      "DirectPhone": "976.778.7864 x558",
      "FormalName": "Satterfield-Smith",
      "CountryId": 243,
      "ContactId": 338,
      "ContactName": "Conn, Sanford and Hermann",
      "Retired": 430,
      "Rank": 780,
      "ActiveInterests": 864,
      "ContactDepartment": "",
      "ContactCountryId": 209,
      "ContactOrgNr": "637626",
      "FaxPhone": "1-960-370-5215",
      "MobilePhone": "342.908.4335 x7970",
      "ContactPhone": "752.905.4488 x52979",
      "AssociateName": "Walker LLC",
      "AssociateId": 130,
      "UsePersonAddress": false,
      "ContactFax": "qui",
      "Kanafname": "maiores",
      "Kanalname": "sed",
      "Post1": "eius",
      "Post2": "ut",
      "Post3": "quos",
      "EmailName": "aditya@volkmancummerata.co.uk",
      "ContactFullName": "Jackeline Lehner",
      "ActiveErpLinks": 908,
      "TicketPriorityId": 203,
      "SupportLanguageId": 604,
      "SupportAssociateId": 190,
      "CategoryName": "VIP Customer",
      "PersonNumber": "1347488",
      "TableRight": null,
      "FieldProperties": {
        "fieldName": {
          "FieldRight": null,
          "FieldType": "System.Int32",
          "FieldLength": 251
        }
      }
    }
  ],
  "AlertLevel": 830,
  "ConnectId": 156,
  "ReadStatus": "Green",
  "TimeToReply": 909,
  "RealTimeToReply": 189,
  "TimeToClose": 254,
  "RealTimeToClose": 488,
  "TimeSpentInternally": 278,
  "TimeSpentExternally": 941,
  "TimeSpentQueue": 107,
  "RealTimeSpentInternally": 523,
  "RealTimeSpentExternally": 338,
  "RealTimeSpentQueue": 627,
  "TimeSpent": 637,
  "HasAttachment": false,
  "NumReplies": 289,
  "NumMessages": 646,
  "FromAddress": "id",
  "Messages": [
    {
      "TicketMessageId": 78,
      "CreatedAt": "2022-03-08T17:54:08.5543174+01:00",
      "Slevel": "External",
      "Important": false,
      "Author": "magni",
      "PersonId": 726,
      "PersonFullName": "Electa Osinski",
      "ContactId": 76,
      "ContactName": "Quigley Group",
      "ContactDepartment": "",
      "NumAttachments": 278,
      "EmailHeader": "peggie@kertzmann.info",
      "MessageHeaders": [
        {},
        {}
      ],
      "Language": "consequatur",
      "Sentiment": 614,
      "SentimentConfidence": 939,
      "CreatedBy": 384,
      "ChangedAt": "2016-06-24T17:54:08.5543174+02:00",
      "Badge": "Comment",
      "TableRight": null,
      "FieldProperties": {
        "fieldName": {
          "FieldRight": null,
          "FieldType": "System.String",
          "FieldLength": 75
        }
      }
    }
  ],
  "Tags": [
    {
      "Id": 482,
      "Name": "Buckridge, Langworth and Ernser",
      "ToolTip": "Nesciunt id porro et debitis.",
      "TableRight": null,
      "FieldProperties": {
        "fieldName": {
          "FieldRight": null,
          "FieldType": "System.Int32",
          "FieldLength": 564
        }
      }
    },
    {
      "Id": 482,
      "Name": "Buckridge, Langworth and Ernser",
      "ToolTip": "Nesciunt id porro et debitis.",
      "TableRight": null,
      "FieldProperties": {
        "fieldName": {
          "FieldRight": null,
          "FieldType": "System.Int32",
          "FieldLength": 564
        }
      }
    }
  ],
  "Language": "non",
  "Sentiment": 725,
  "SentimentConfidence": 732,
  "SuggestedCategoryId": 553,
  "SuggestedCategoryName": "VIP Customer",
  "OrigHumanCategoryId": 321,
  "IconHint": "ut",
  "Sale": null,
  "Project": null,
  "FormSubmission": null,
  "TicketType": null,
  "ActiveStatusMonitorId": 140,
  "ExtraFields": {
    "ExtraFields1": "ipsam",
    "ExtraFields2": "laudantium"
  },
  "CustomFields": {
    "CustomFields1": "dolores",
    "CustomFields2": "aut"
  },
  "TableRight": null,
  "FieldProperties": {
    "fieldName": {
      "FieldRight": null,
      "FieldType": "System.Int32",
      "FieldLength": 237
    }
  }
}