| Input Variable |
Input Value |
Description |
| tid |
Integer value |
The exact ticket number to search for. You may also use * as a wildcard. |
| keyword |
String value |
All or part of a word to search by. |
| status |
String value |
A valid ticket status to limit the returned values by. |
| source |
String value |
A valid ticket source to limit the returned values by. |
| category |
String value |
A valid ticket category to limit the returned values by. |
| sub_category |
String value |
A valid ticket sub-category to limit the returned values by. |
| priority |
String value |
A valid ticket priority to limit the returned values by. |
| escalation |
String value |
A valid escalation level to limit the returned values by. |
| due_date |
String value |
A due date to limit the returned values by. |
| uid |
String value |
A valid technician ID to limit the returned values by. This will be the assigned technician of the tickets. |
| group |
String value |
A valid technician group name to limit the returned values by. This will be the assigned group of the tickets. |
| cid |
String value |
A valid customer ID to limit the returned values by. This will be the customer associated with the ticket. |
| start_tid |
String value |
The first ticket ID to return. The returned records will start with this value and go to the last record, unless you include the end_tid and/or count variables. Example: If you include start_tid=45 in your request, only tickets with an ID of 45 or higher will be returned. |
| end_tid |
String value |
The last ticket ID to return. The returned records will end at this value, unless you include the count variable. Example: If you include end_tid=45 in your request, all records from 1 to 45 will be returned. If you were to also include "count=5", only the first 5 records would be returned. |
| start_cid |
String value |
This can be a single letter or the first few letters of a customer ID. The returned records will have a customer ID that starts with this value and go to the last record, unless you include the end_cid and/or count variables. Example: If you include start_cid=j in your request, only tickets with a customer ID starting with j or later in the alphabet will be returned. |
| end_cid |
String value |
This can be a single letter or the first few letters of a customer ID. The returned records will stop at tickets that have a customer ID that starts with this value. It can be used in conjunction with start_cid or alone. When used alone the returned records will start with first record in the database. Example: If you include end_cid=j in your request, only tickets with a customer ID starting with j or earlier in the alphabet will be returned. |
| start_date |
String value as date/time |
The first ticket open date/time to return. The returned records will start with this value and go to the last record, unless you include the end_date and/or count variables. Example: If you include start_date=2/1/2014 00:00:00 in your request, only tickets with an open date of 2/1/2014 00:00:00 or later will be returned. |
| end_date |
String value |
The last ticket open date/time to return. The returned records will end with this value. Example: If you include end_date=2/1/2014 00:00:00 in your request, only tickets with an open date of 2/1/2014 00:00:00 or earlier will be returned. |
| count |
Integer value |
This would be the number of records to return. |
| count_only |
String value |
Defines whether or not to return only the number of records. This is used in conjunction with the "page" variable or just to get the total number of records. Accepted values are "N" and "Y" (without the quotes). The default value is "N", and if this variable is excluded the detailed data is returned. |
| page |
Integer value |
This would be the number of the "page" of records to return. You must use a wildcard like "tid=*" to get paged records, and you must also include the "count" variable". Example: &tid=*&count=10&page=1. |
| order |
String value |
Defines the sort order of the returned records. You will need to examine the database to determine the exact field names to sort by. You may also include " ASC" (ascending) and " DESC" (descending) in the value for the sort direction (note the precedding blank space). For example, to sort by TID in descending order you would include the following in the URL: &order=TID DESC. You can optionally include the "order_direction" variable separately. |
| order_direction |
String value |
Defines the sort order direction of the returned records. Accepted values are "ASC" (ascending) and "DESC" (descending). THe default values is "ASC". For example, to sort by TID in descending order you would include the following in the URL: &order=TID&order_direction=DESC. |
| Output Variable |
URL Encoded |
Description |
| tid |
No |
Unique ticket ID. |
| cid |
Yes |
The customer ID associated with the ticket. |
| company_id |
No |
The unique ID of the company. |
| company_name |
Yes |
The name of the company. |
| contact |
Yes |
The contact name of the customer. |
| phone |
Yes |
The phone number of the customer. |
| email |
Yes |
The email address of the customer. |
| cc_addresses |
Yes |
The CC email addresses on the ticket. |
| date_opened |
No |
The date/time the ticket was opened. |
| date_closed |
No |
The date/time the ticket was closed. |
| source |
Yes |
The ticket source. |
| category |
Yes |
The ticket category. |
| sub_category |
Yes |
The ticket sub=category. |
| status |
Yes |
The ticket status. |
| priority |
Yes |
The ticket priority. |
| escalation_level |
Yes |
The escalation level of the ticket. |
| due_date |
No |
The due date of the ticket. |
| opened_by |
No |
The ID of the technician or customer that opened the ticket. |
| last_updated |
No |
The date/time of the last update to the ticket. |
| updated_by |
Yes |
The ID of the technician or customer that made the last update to. |
| updater_type |
No |
The type of user that made the last update to the ticket. Possible return values will be "CUSTOMER", "TECH" or "ADMIN" (without the quotes). |
| assigned_tech |
No |
The technician ID of the technician that is assigned to the ticket. |
| assigned_group_id |
No |
The unique ID of the technician group that the ticket is assigned to. |
| assigned_group_name |
Yes |
The name of the technician group that the ticket is assigned to. |
| customer_group_id |
No |
The unique ID of the customer group that the ticket is associated with. |
| customer_group_name |
Yes |
The name of the customer group that the ticket is associated with. |
| locked |
No |
The lock status of the ticket. Possible return values are "N" and "Y" (without the quotes). |
| locked_by |
No |
The technician ID of the technician that has locked the ticket. |
| linked_asset |
No |
A comma separated list of the asset IDs that are associated with the ticket. |
| linked_calls |
No |
A comma separated list of the call IDs that are associated with the ticket. |
| linked_devices |
No |
A comma separated list of the device IDs that are associated with the ticket. |
| merged |
No |
Denotes if the ticket was merged with one or more other tickets. Possible return values are "N" and "Y" (without the quotes). |
| merged_to |
No |
The ticket ID the ticket was merged with. |
| parent_ticket |
No |
The parent ticket ID the ticket was created from. |
| children_tickets |
No |
A comma separated list of the ticket IDs that were created from the ticket. |
| custom_fields |
Yes |
A sub-section containing the custom field names and custom field values for the ticket. For delimited output this variable contains a comma delimited list of the custom field name variables, which you can then use to get the values. |
| subject |
Yes |
The ticket subject. |
| summary |
Yes |
The ticket summary. |
| Example Usage |
| http://localhost/API/default.aspx?key=your key here&action=get_tickets&tid=* |
| Example Response |
| XML: |
<?xml version="1.0"?>
<tickets>
<ticket>
<tid>34</tid>
<cid>demo</cid>
<company_id>1</company_id>
<company_name>Demo+Company</company_name>
<contact>John+Smith</contact>
<phone>404-000-0000</phone>
<email>john.Smith%40company.com</email>
<cc_addresses></cc_addresses>
<date_opened>4/24/2014 10:42:43 AM</date_opened>
<date_closed></date_closed>
<source>Web+Ticketing+System</source>
<category>Other</category>
<sub_category></sub_category>
<status>Open</status>
<priority></priority>
<escalation_level></escalation_level>
<due_date></due_date>
<opened_by>WEBSITE</opened_by>
<last_updated>4/30/2014 3:47:57 PM</last_updated>
<updated_by>guest</updated_by>
<updater_type>TECH</updater_type>
<assigned_tech>guest</assigned_tech>
<assigned_group_id>0</assigned_group_id>
<assigned_group_name></assigned_group_name>
<customer_group_id>0</customer_group_id>
<customer_group_name></customer_group_name>
<locked>N</locked>
<locked_by></locked_by>
<linked_asset></linked_asset>
<linked_calls></linked_calls>
<linked_devices></linked_devices>
<merged></merged>
<merged_to></merged_to>
<parent_ticket>0</parent_ticket>
<children_tickets></children_tickets>
<custom_fields>
<Custom_field_1></Custom_field_1>
<Custom_field_2></Custom_field_2>
<Custom_field_3></Custom_field_3>
<Custom_field_4></Custom_field_4>
</custom_fields>
<subject>Example+subject</subject>
<summary>Example+summary</summary>
</ticket>
</tickets>
|
| JSON: |
{
"tickets": [
{
"tid" : "34",
"cid" : "demo",
"company_id" : "1",
"company_name" : "Demo+Company",
"contact" : "John+Smith",
"phone" : "404-000-0000",
"email" : "John.Smith%40company.com",
"cid" : "demo",
"date_opened" : "4/24/2012 10:42:43 AM",
"date_closed" : "",
"source" : "Web+Ticketing+System",
"category" : "Other",
"sub_category" : "",
"status" : "Open",
"priority" : "",
"escalation_level" : "",
"due_date" : "",
"opened_by" : "WEBSITE",
"last_updated" : "4/30/2014 3:47:57 PM",
"updated_by" : "guest",
"updater_type" : "TECH",
"assigned_tech" : "guest",
"assigned_group_id" : "0",
"assigned_group_name" : "",
"customer_group_id" : "0",
"customer_group_name" : "",
"locked" : "N",
"locked_by" : "",
"linked_asset" : "",
"linked_calls" : "",
"linked_devices" : "",
"merged" : "",
"merged_to" : "",
"parent_ticket" : "0",
"children_tickets" : "",
"custom_fields" : [
{
"Custom_field_1" : "",
"Custom_field_2" : "",
"Custom_field_3" : "",
"Custom_field_4" : ""
}
],
"subject" : "Example+Subject",
"summary" : "Example+Summary"
}
]
} |
| URL DELIMITED: |
tid=34&cid=demo&company_id=1&company_name=Demo+Company&contact=John+Smith
&phone=404-000-0000&email=John.Smith%40company.com&cid=&date_opened=4/24/2012 10:42:43 AM
&date_closed=&source=Web+Ticketing+System&category=Other&sub_category=&status=Open&priority=
&escalation_level=&due_date=&opened_by=WEBSITE&last_updated=4/30/2014 3:47:57 PM
&updated_by=jCavataio&updater_type=jCavataio&assigned_tech=&assigned_group_id=0
&assigned_group_name=&customer_group_id=0&customer_group_name=&locked=N&locked_by=
&linked_asset=&linked_calls=&linked_devices=&merged=&merged_to=&parent_ticket=0
&children_tickets=&Custom_field_1=&Custom_field_2=&Custom_field_3=&Custom_field_4=
&custom_fields=Custom_field_1,Custom_field_2,Custom_field_3,Custom_field_4&subject=Example+Subject
&summary=Example+Summary |
