SoftLayer Ticket (type)

From SoftLayer Development Network Wiki

This page refers to the SoftLayer_Ticket data type. For information on the SoftLayer_Ticket service please see SoftLayer_Ticket.

Contents 1 Overview 2 User Access 3 Local Properties 3.1 accountId 3.2 assignedUserId 3.3 billableFlag 3.4 createDate 3.5 finalComments 3.6 groupId 3.7 id 3.8 lastEditType 3.9 locationId 3.10 modifyDate 3.11 notifyUserOnUpdateFlag 3.12 originatingIpAddress 3.13 serverAdministrationBillingAmount 3.14 serverAdministrationBillingInvoiceId 3.15 serverAdministrationFlag 3.16 serverAdministrationRefundInvoiceId 3.17 statusId 3.18 subjectId 3.19 title 3.20 userEditableFlag 4 Relational Properties 4.1 account 4.2 assignedUser 4.3 attachedAdditionalEmails 4.4 attachedFiles 4.5 attachedHardware 4.6 awaitingUserResponseFlag 4.7 firstUpdate 4.8 group 4.9 invoiceItems 4.10 lastUpdate 4.11 location 4.12 serverAdministrationBillingInvoice 4.13 serverAdministrationRefundInvoice 4.14 status 4.15 subject 4.16 updates 5 Count Properties 5.1 attachedAdditionalEmailCount 5.2 attachedFileCount 5.3 attachedHardwareCount 5.4 firstUpdateCount 5.5 invoiceItemCount 5.6 lastUpdateCount 5.7 updateCount 6 Associated Methods

Overview

The SoftLayer_Ticket data type models a single SoftLayer customer support or notification ticket. Each ticket object contains references to it's updates, the user it's assigned to, the SoftLayer department and employee that it's assigned to, and any hardware objects or attached files associated with the ticket. Tickets are described in further detail on the SoftLayer_Ticket service page.

To create a support ticket execute the createStandardTicket or createAdministrativeTicket methods in the SoftLayer_Ticket service. To create an upgrade ticket for the SoftLayer sales group execute the createUpgradeTicket.

User Access

Users wishing to access the SoftLayer_Ticket type must have the Add / Edit Tickets and View Tickets permissions assigned to their account.

Warning! Even though our API is object based, XML-RPC can only return data as array values. The SOAP implementation treats data as object properties.

Local Properties

accountId

An internal identifier of the SoftLayer customer account that a ticket is associated with.

• Type: integer
• Length: 10 digits

---

assignedUserId

An internal identifier of the portal user that a ticket is assigned to.

• Type: integer
• Length: 10 digits

---

billableFlag

Whether a ticket has a one-time charge associated with it. Standard tickets are free while administrative tickets typically cost $3 USD.

• Type: boolean

---

createDate

The date that a ticket was created.

• Type: dateTime

---

finalComments

Feedback left by a portal or API user on their experiences in a ticket. Final comments may be created after a ticket is closed.

• Type: string
• Length: 4000 characters

---

groupId

The internal identifier of the SoftLayer department that a ticket is assigned to.

• Type: integer
• Length: 10 digits

---

id

A ticket's internal identifier. Each ticket is defined by a unique identifier.

• Type: integer

---

lastEditType

The type of user who last edited or updated a ticket. This is either "EMPLOYEE" or "USER".

• Type: string
• Length: 100 characters

---

locationId

The internal identifier of the location associated with a ticket.

• Type: integer
• Length: 10 digits

---

modifyDate

The date that a ticket was last updated.

• Type: dateTime

---

notifyUserOnUpdateFlag

Whether or not the user who owns a ticket is notified via email when a ticket is updated.

• Type: boolean

---

originatingIpAddress

The IP address of the user who opened a ticket.

• Type: string
• Length: 20 characters

---

serverAdministrationBillingAmount

The amount of money in US Dollars ($USD) that a ticket has charged to an account. A ticket's administrative billing amount is a one time charge and only applies to administrative support tickets.

• Type: integer
• Length: 10 digits

---

serverAdministrationBillingInvoiceId

The internal identifier of the invoice associated with a ticket's administrative charge. Only tickets with an administrative charge have an associated invoice.

• Type: integer

---

serverAdministrationFlag

Whether a ticket is a standard or an administrative support ticket. Administrative support tickets typically incur a $3 USD charge.

• Type: integer
• Length: 10 digits

---

serverAdministrationRefundInvoiceId

The internal identifier of the refund invoice associated with a ticket. Only tickets with an account refund associated with them have an associated refund invoice.

• Type: integer

---

statusId

A ticket status' internal identifier.

• Type: integer
• Length: 10 digits

---

subjectId

An internal identifier of the pre-set subject that a ticket is associated with. Standard support tickets have a subject set while administrative tickets have a null subject. A standard support ticket's title is the name of it's associated subject.

• Type: integer
• Length: 10 digits

---

title

A ticket's title. This is typically a brief summary of the issue described in the ticket.

• Type: string
• Length: 250 characters

---

userEditableFlag

Whether a user is able to update a ticket.

• Type: boolean

Relational Properties

account

The SoftLayer customer account associated with a ticket.
account can be queried by object mask.
account must be a unique value.

• Type: SoftLayer_Account

---

assignedUser

The portal user that a ticket is assigned to.
assignedUser can be queried by object mask.
assignedUser must be a unique value.

• Type: SoftLayer_User_Customer

---

attachedAdditionalEmails

The list of additional emails to notify when a ticket update is made.
attachedAdditionalEmails can be queried by object mask.

• Type: SoftLayer_User_Customer_AdditionalEmailArray

---

attachedFiles

The files attached to a ticket.
attachedFiles can be queried by object mask.

• Type: SoftLayer_Ticket_Attachment_FileArray

---

attachedHardware

The hardware associated with a ticket. This is used in cases where a ticket is directly associated with one or more pieces of hardware.
attachedHardware can be queried by object mask.

• Type: SoftLayer_HardwareArray

---

awaitingUserResponseFlag

The last update made to a ticket.
awaitingUserResponseFlag can be queried by object mask.
awaitingUserResponseFlag must be a unique value.

• Type: boolean

---

firstUpdate

The first update made to a ticket. This is typically the contents of a ticket when it's created.
firstUpdate can be queried by object mask.

• Type: SoftLayer_Ticket_UpdateArray

---

group

The SoftLayer department that a ticket is assigned to.
group can be queried by object mask.
group must be a unique value.

• Type: SoftLayer_Ticket_Group

---

invoiceItems

The invoice items associated with a ticket. Ticket based invoice items only exist when a ticket incurs a fee that has been invoiced.
invoiceItems can be queried by object mask.

• Type: SoftLayer_Billing_Invoice_ItemArray

---

lastUpdate

The last update made to a ticket.
lastUpdate can be queried by object mask.

• Type: SoftLayer_Ticket_UpdateArray

---

location

A ticket's associated location within the SoftLayer location hierarchy.
location can be queried by object mask.
location must be a unique value.

• Type: SoftLayer_Location

---

serverAdministrationBillingInvoice

The invoice associated with a ticket. Only tickets with an associated administrative charge have an invoice.
serverAdministrationBillingInvoice can be queried by object mask.
serverAdministrationBillingInvoice must be a unique value.

• Type: SoftLayer_Billing_Invoice

---

serverAdministrationRefundInvoice

The refund invoice associated with a ticket. Only tickets with a refund applied in them have an associated refund invoice.
serverAdministrationRefundInvoice can be queried by object mask.
serverAdministrationRefundInvoice must be a unique value.

• Type: SoftLayer_Billing_Invoice

---

status

A ticket's status.
status can be queried by object mask.
status must be a unique value.

• Type: SoftLayer_Ticket_Status

---

subject

A ticket's subject. Only standard support tickets have an associated subject. A standard support ticket's title corresponds with it's subject's name.
subject can be queried by object mask.
subject must be a unique value.

• Type: SoftLayer_Ticket_Subject

---

updates

A ticket's updates.
updates can be queried by object mask.

• Type: SoftLayer_Ticket_UpdateArray

Count Properties

attachedAdditionalEmailCount

A count of the list of additional emails to notify when a ticket update is made.
attachedAdditionalEmailCount must be a unique value.

• Type: unsigned long

---

attachedFileCount

A count of the files attached to a ticket.
attachedFileCount must be a unique value.

• Type: unsigned long

---

attachedHardwareCount

A count of the hardware associated with a ticket. This is used in cases where a ticket is directly associated with one or more pieces of hardware.
attachedHardwareCount must be a unique value.

• Type: unsigned long

---

firstUpdateCount

A count of the first update made to a ticket. This is typically the contents of a ticket when it's created.
firstUpdateCount must be a unique value.

• Type: unsigned long

---

invoiceItemCount

A count of the invoice items associated with a ticket. Ticket based invoice items only exist when a ticket incurs a fee that has been invoiced.
invoiceItemCount must be a unique value.

• Type: unsigned long

---

lastUpdateCount

A count of the last update made to a ticket.
lastUpdateCount must be a unique value.

• Type: unsigned long

---

updateCount

A count of a ticket's updates.
updateCount must be a unique value.

• Type: unsigned long

Associated Methods

• SoftLayer_Account::getTickets
• SoftLayer_Account::getOpenTickets
• SoftLayer_Account::getClosedTickets
• SoftLayer_Account::getLastFiveClosedTickets
• SoftLayer_Account::getLastFiveClosedAbuseTickets
• SoftLayer_Account::getLastFiveClosedAccountingTickets
• SoftLayer_Account::getLastFiveClosedSalesTickets
• SoftLayer_Account::getLastFiveClosedSupportTickets
• SoftLayer_Account::getLastFiveClosedOtherTickets
• SoftLayer_Ticket::getObject
• SoftLayer_Ticket::createStandardTicket
• SoftLayer_Ticket::createAdministrativeTicket
• SoftLayer_Ticket::createUpgradeTicket