Merge Tickets
Merge one or more tickets into one primary ticket
Headers
Convert string references and multi-language values into a specified language (iso2) code.
Convert string references and multi-language values into a specified language (iso2) code. Overrides Accept-Language value.
Number, date formatting in a specified culture (iso2 language) code. Partially overrides SO-Language/Accept-Language value. Ignored if no Language set.
Specify the timezone code that you would like date/time responses converted to.
The application token that identifies the partner app. Used when calling Online WebAPI from a server.
Query Parameters
Ids of secondary tickets
The primary key (auto-incremented)
The title of the ticket.
When the ticket was created.
The last time the ticket was modified.
The datetime for when the ticket last was read by the owner.
The datetime for when the ticket was read by the customer.
The datetime for when the ticket first was read by the current owner.
The datetime for when the ticket first was read by a user.
When the ticket should be activated, if it is postponed.
When the ticket was closed.
The datetime for when the ticket was replied to. I.e. the first external message added to the ticket.
The datetime for when the ticket should jump to the next alert_level.
Deadline for ticket.
Primary key
Initials, also login name, possibly database user name
Owning person record Use MDO List name "person" to get list items.
Rank order
Tooltip or other description
User type - 1 = internal user, 2 = resource, 3 = external user, 4 = anonymous, 5 = system
Unknown, InternalAssociate, ResourceAssociate, ExternalAssociate, AnonymousAssociate, SystemAssociate Primary group membership, see UserGroupLink for secondary memberships
The associate's culture formatted fullname (firstname, middleName and lastname)
The associate's culture formatted formalname (firstname, middleName and lastname, title, mrmrs)
If true, the user is retired and should have no rights, not appear in lists, etc.
ID of the ej user record corresponding to this associate; 0 for associates that are not ej users
User name
Deprecated: Use {SuperOffice.CRM.Services.Associate.CustomFields} instead. Extra fields added to the carrier. This could be data from Plug-ins, the foreign key system, external applications, etc.
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.Associate.ExtraFields} and UserDefinedFields properties are deprecated in favor of this combined collection.
Field property dictionary mapping field names to field access rights.
A string representing the author of the ticket (same as author of first message).
Primary key
Initials, also login name, possibly database user name
Owning person record Use MDO List name "person" to get list items.
Rank order
Tooltip or other description
User type - 1 = internal user, 2 = resource, 3 = external user, 4 = anonymous, 5 = system
Unknown, InternalAssociate, ResourceAssociate, ExternalAssociate, AnonymousAssociate, SystemAssociate Primary group membership, see UserGroupLink for secondary memberships
The associate's culture formatted fullname (firstname, middleName and lastname)
The associate's culture formatted formalname (firstname, middleName and lastname, title, mrmrs)
If true, the user is retired and should have no rights, not appear in lists, etc.
ID of the ej user record corresponding to this associate; 0 for associates that are not ej users
User name
Deprecated: Use {SuperOffice.CRM.Services.Associate.CustomFields} instead. Extra fields added to the carrier. This could be data from Plug-ins, the foreign key system, external applications, etc.
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.Associate.ExtraFields} and UserDefinedFields properties are deprecated in favor of this combined collection.
Field property dictionary mapping field names to field access rights.
The id of the ticket category. (primary key)
The parent category for this category. -1 if this is a toplevel category.
The (short) name of this category. E.g. 'support'.
The fullname (compiled from parents' names) for this category. E.g. 'norway/product A/support'.
The user associated with this category.
A bitmask representing flags for this category.
Unknown, Internal, OnlyLoggedInUsers, DefaultToCategoryMaster, ListInMain, RedelegateNewMsg, DelegateToOurContact, PropagateReplyTemplate, MembersOnly, NotifyMembers, AcceptWhenReplying An integer indicating the delegation method for this category.
Unknown, Even, Weighted, Unfair, Not The external name for this category, used for the customer frontend.
Determines the default status used in the GUI when creating a ticket
UserDefined, Active, Closed, Postponed Determines the default status used in the GUI when adding a request to a ticket
UserDefined, Active, Closed, Postponed Number of minutes we shall override the assignment if a customer sends consecutive messages to this category
Reply template to merge with messages posted in this category
Comma separated list of addresses to notify when requests are redelegated to (unassigned) in this category.
The primary key (auto-incremented)
Name of user defined ticket status
The 'classic' ticket status. I.e. active/closed/postponed/deleted
Unknown, Active, Closed, Postponed, Deleted, Merged, Spam, PostponedSpecific, Postponed1Hour, Postponed2Hours, Postponed3Hours, Postponed4Hours, PostponedDay, PostponedWeek, PostponedMonth Which field in ticket we count time spent on (queue, internal, external)
None, Internally, Externally, Queue Whether inbound emails can reopen requests with this status or not
Indicates if status is default one as there might be more than one status with same internal status
If set, status is used in GetNext calculations
Field property dictionary mapping field names to field access rights.
The primary key (auto-incremented)
Name of user defined ticket status
The 'classic' ticket status. I.e. active/closed/postponed/deleted
Unknown, Active, Closed, Postponed, Deleted, Merged, Spam, PostponedSpecific, Postponed1Hour, Postponed2Hours, Postponed3Hours, Postponed4Hours, PostponedDay, PostponedWeek, PostponedMonth Which field in ticket we count time spent on (queue, internal, external)
None, Internally, Externally, Queue Whether inbound emails can reopen requests with this status or not
Indicates if status is default one as there might be more than one status with same internal status
If set, status is used in GetNext calculations
Field property dictionary mapping field names to field access rights.
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.
Deprecated: Use {SuperOffice.CRM.Services.TicketCategoryEntity.CustomFields} instead. Extra fields added to the carrier. This could be data from Plug-ins, the foreign key system, external applications, etc.
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.TicketCategoryEntity.ExtraFields} and UserDefinedFields properties are deprecated in favor of this combined collection.
Field property dictionary mapping field names to field access rights.
The securitylevel of the ticket.
Unknown, Internal, External The primary key (auto-incremented)
The name of the priority.
The status (normal/deleted) of the priority.
Unknown, Normal, Deleted A bitmask of flags.
Unknown, External, Default, AlertSchedule Indicates the sort order for this priority. 1 is first, 100 is last
This field indicates what to do with the escalation chain when the request is read
None, Stop, Continue, Restart This field indicates what to do with the escalation chain when the request changes owner (manually)
None, Stop, Continue, Restart This field indicates what to do with the escalation chain when the request gets new info
None, Stop, Continue, Restart This field indicates what to do with the escalation chain when the request is closed
None, Stop, Continue, Restart This field indicates what to do with the escalation chain when the request is changed into this priority
None, Stop, Continue, Restart This field indicates what to do with the escalation chain when a new request is registered
None, Stop, Continue, Restart Deadline to add if escalated (minutes)
The work hour start for Mondays. Note that only the time part of the DateTime is used
The work hour start for Mondays. Note that only the time part of the DateTime is used
The work hour start for Tuesdays. Note that only the time part of the DateTime is used
The work hour stop for Tuesdays. Note that only the time part of the DateTime is used
The work hour start for Wednesdays. Note that only the time part of the DateTime is used
The work hour stop for Wednesdays. Note that only the time part of the DateTime is used
The work hour start for Thursdays. Note that only the time part of the DateTime is used
The work hour stop for Thursdays. Note that only the time part of the DateTime is used
The work hour start for Fridays. Note that only the time part of the DateTime is used
The work hour stop for Fridays. Note that only the time part of the DateTime is used
The work hour start for Saturdays. Note that only the time part of the DateTime is used
The work hour stop for Saturdays. Note that only the time part of the DateTime is used
The work hour start for Sundays. Note that only the time part of the DateTime is used
The work hour stop for Sundays. Note that only the time part of the DateTime is used
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
Escalation levels bound to the parent priority
Field property dictionary mapping field names to field access rights.
The status of the ticket. I.e. active/closed/postponed/deleted Use MDO List name "ticketstatus" to get list items.
Unknown, Active, Closed, Postponed, Deleted, Merged, Spam, PostponedSpecific, Postponed1Hour, Postponed2Hours, Postponed3Hours, Postponed4Hours, PostponedDay, PostponedWeek, PostponedMonth The primary key (auto-incremented)
Name of user defined ticket status
The 'classic' ticket status. I.e. active/closed/postponed/deleted
Unknown, Active, Closed, Postponed, Deleted, Merged, Spam, PostponedSpecific, Postponed1Hour, Postponed2Hours, Postponed3Hours, Postponed4Hours, PostponedDay, PostponedWeek, PostponedMonth Which field in ticket we count time spent on (queue, internal, external)
None, Internally, Externally, Queue Whether inbound emails can reopen requests with this status or not
Indicates if status is default one as there might be more than one status with same internal status
If set, status is used in GetNext calculations
Field property dictionary mapping field names to field access rights.
What is the origin of this ticket
Unknown, Email, SMS, Fax, Phone, Facebook, Twitter, Internal, CustomerCentre, EMarketing, AutoGenerated, Chat, Form, API, Flow The position. This is a predefined SuperOffice value, different from Title
Primary key
e.g. Mrs sex_title
First name
Last name
Middle name or 'van' etc.
Title
Info text/description on person.
First email on contact person.
Get the persons full name (internal name used in clients for employees).
Returns the direct phone that belong to the contact person.
Get formal name for a person, as used in labels. (Full name + person title + academic title)
Country
Owning contact ID
The persons company name
1 = the user is retired and should have no rights, not appear in lists, etc.
Display sort sequence for default sort order
Number of records in pintr table; select count(*) from pintr pi where pi.person_id = this.person_id == activeInterests is always true
The persons contact department
The persons contact country id
The persons contact organization number
Returns the fax phone that belong to the contact person.
Returns the mobile phone that belong to the contact person.
Returns the direct phone that belong to the persons contact.
Name of the person's owner
Id of the item's owner (Associate id)
If 1, use person's address for mailing instead of company address
Actual phone number as eneterd by the user
Kana first name, used in Japanese versions only
Kana last name, used in Japanese versions only
Postal address, used in Japanese versions only
Postal address, used in Japanese versions only
Postal address, used in Japanese versions only
E-mail description
Company full name + department
How many active ERP links are there for this person?
Ticket priority ID
Support priority ID
Our support contact for this person
The category list item name
Alphanumeric user field
Field property dictionary mapping field names to field access rights.
The secondary persons this ticket is connected to Use MDO List name "person_new" to get list items.
The alert level for the ticket. Matches the level value of the ticket_alert table.
If a ticket is connected to another ticket, this field is set to the id of the 'master' ticket.
Whether the owner has read the ticket or not (red, yellow, green).
Unknown, Green, Yellow, Red The time (minutes) between when the ticket was created and when it was replied to. Calculated based on priority's timeframe.
Same as time_to_reply, but not calculated based on priority.
The time (minutes) between when the ticket was created and when it was closed. Calculated based on priority's timeframe.
Same as time_to_close, but not calculated based on priority.
The total time (seconds) within the priority's office hours the ticket has been in an open status (configurable), not including current state
The total time (seconds) within the priority's office hours the ticket has been in a external waiting status (configurable), not including current state
The total time (seconds) within the priority's office hours the ticket has been in a queue status, not including current state
The total time (seconds) within 24x7 the ticket has been in an open status (configurable), not including current state
The total time (seconds) within 24x7 the ticket has been in a external waiting status (configurable), not including current state
The total time (seconds) within 24x7 hours the ticket has been in a queue status, not including current state
The total time (minutes). Aggregated time spent from ticket's messages. Read-only for external use.
Boolean indicating if this ticket has one or more attachments.
The number of replies (messages) to the customer for this request.
The total number of messages for this request.
The from-address used when this ticket got created, e.g. by email
TicketMessageId,CreatedAt,SLevel and Important for all the messages connected to this ticket. For message body see the TicketMessageEntity or the TicketMessage archive.
An array containing the tags assigned to this request
The language of the first external message
The sentiment index of the last external message
The sentiment confidence of the last external message
Suggestion for categorization, based on the text of the message (AI)
Suggested category from AI
Will contain the category id selected by the user, when having the choice of using the suggested category or manually selecting a category
Icon representing ticket's state
Contact name
(expected / lost / won) sales date
Primary key
Actual probability, may differ from the one in the list
Sale heading (short description?)
Total sale amount
Currency the sale was made in.
Project name
The sale's owner
The sales description
The sale's status, indicating wether the sale is open, sold or lost.
Unknown, Open, Sold, Lost, Stalled, SaintAll The weighted amount ( amount * probability / 100)
Optional project reference
Earning as percent of total
Earning on sale
Optional contact reference
The sale's owner id
The sale's contact persons id
The sale's type id
The sale's type name
The name of the person this sale belongs to.
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.
Unknown, NotStarted, Started, Completed The number of active erp links
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.
Alphanumeric user field
Field property dictionary mapping field names to field access rights.
Primary key
Project name
The projects description
URL address
The project type.
The project owner id (associate id)
The project owner
Last updated date in UTC.
The projects status id
The projects status
The id of the description
Publication valid to (inclusive)
Publication valid from (inclusive)
Visible field
Automatically generated number
The number of active erp links
Reserved field for Lyyti event when project is linked to an event.
Reserved field for Lyyti event when project is linked to an event, is the event start date.
Field property dictionary mapping field names to field access rights.
Primary key
The email address of the person who submitted
What is the status of this submission
Unknown, InProgress, EmailVerification, Submitted, Processed, Failed Primary key
The list item
Name of the icon
Default ticket status for new tickets
Default ticket priority for new tickets
Is this Ticket Type marked as default
Enables this request type to be accessible in +New in top bar
Do not insert user signature automatically
Create request without initially having to send outbound e-mail
Ability to set external access level for this request type
Array of references to the visible for groups
Do not insert user signature when replying or forwarding the message
Set external access level when replying the message
Field property dictionary mapping field names to field access rights.
Active status monitor identity for related contact. This is a read-only property and is ignored on Save
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.
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.
Field property dictionary mapping field names to field access rights.
Response
OK
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.
The primary key (auto-incremented)
The title of the ticket.
When the ticket was created.
The last time the ticket was modified.
The datetime for when the ticket last was read by the owner.
The datetime for when the ticket was read by the customer.
The datetime for when the ticket first was read by the current owner.
The datetime for when the ticket first was read by a user.
When the ticket should be activated, if it is postponed.
When the ticket was closed.
The datetime for when the ticket was replied to. I.e. the first external message added to the ticket.
The datetime for when the ticket should jump to the next alert_level.
Deadline for ticket.
Carrier object for Associate. Services for the Associate Carrier is available from the Associate Agent.
A string representing the author of the ticket (same as author of first message).
Carrier object for Associate. Services for the Associate Carrier is available from the Associate Agent.
This entity describes the meta data for a ticket category, and provides special operations on it. Carrier object for TicketCategoryEntity. Services for the TicketCategoryEntity Carrier is available from the List Agent.
The securitylevel of the ticket.
Unknown, Internal, External Entity for a ticket priority. This entity describes the meta data for a ticket priority, and provides special operations on it. Carrier object for TicketPriorityEntity. Services for the TicketPriorityEntity Carrier is available from the List Agent.
The status of the ticket. I.e. active/closed/postponed/deleted Use MDO List name "ticketstatus" to get list items.
Unknown, Active, Closed, Postponed, Deleted, Merged, Spam, PostponedSpecific, Postponed1Hour, Postponed2Hours, Postponed3Hours, Postponed4Hours, PostponedDay, PostponedWeek, PostponedMonth Entity for a ticket status. This entity describes the meta data for a ticket status, and provides special operations on it. Carrier object for TicketStatusEntity. Services for the TicketStatusEntity Carrier is available from the List Agent.
What is the origin of this ticket
Unknown, Email, SMS, Fax, Phone, Facebook, Twitter, Internal, CustomerCentre, EMarketing, AutoGenerated, Chat, Form, API, Flow Carrier object for Person. Services for the Person Carrier is available from the Person Agent.
The secondary persons this ticket is connected to Use MDO List name "person_new" to get list items.
The alert level for the ticket. Matches the level value of the ticket_alert table.
If a ticket is connected to another ticket, this field is set to the id of the 'master' ticket.
Whether the owner has read the ticket or not (red, yellow, green).
Unknown, Green, Yellow, Red The time (minutes) between when the ticket was created and when it was replied to. Calculated based on priority's timeframe.
Same as time_to_reply, but not calculated based on priority.
The time (minutes) between when the ticket was created and when it was closed. Calculated based on priority's timeframe.
Same as time_to_close, but not calculated based on priority.
The total time (seconds) within the priority's office hours the ticket has been in an open status (configurable), not including current state
The total time (seconds) within the priority's office hours the ticket has been in a external waiting status (configurable), not including current state
The total time (seconds) within the priority's office hours the ticket has been in a queue status, not including current state
The total time (seconds) within 24x7 the ticket has been in an open status (configurable), not including current state
The total time (seconds) within 24x7 the ticket has been in a external waiting status (configurable), not including current state
The total time (seconds) within 24x7 hours the ticket has been in a queue status, not including current state
The total time (minutes). Aggregated time spent from ticket's messages. Read-only for external use.
Boolean indicating if this ticket has one or more attachments.
The number of replies (messages) to the customer for this request.
The total number of messages for this request.
The from-address used when this ticket got created, e.g. by email
TicketMessageId,CreatedAt,SLevel and Important for all the messages connected to this ticket. For message body see the TicketMessageEntity or the TicketMessage archive.
An array containing the tags assigned to this request
The language of the first external message
The sentiment index of the last external message
The sentiment confidence of the last external message
Suggestion for categorization, based on the text of the message (AI)
Suggested category from AI
Will contain the category id selected by the user, when having the choice of using the suggested category or manually selecting a category
Icon representing ticket's state
Carrier object for Sale. Services for the Sale Carrier is available from the Sale Agent.
Carrier object for Project. Services for the Project Carrier is available from the Project Agent.
Class representing form submission related to ticket. Carrier object for TicketFormSubmission.
Ticket Type - light read-only version of TicketTypeEntity. Carrier object for TicketType. Services for the TicketType Carrier is available from the List Agent.
Active status monitor identity for related contact. This is a read-only property and is ignored on Save
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.
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.
Wraps a table right together with an explanatory reason. Code can indicate why access is restricted.
Field property dictionary mapping field names to field access rights.