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addAssignedAgent
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addAttachedAdditionalEmails
Creates new additional emails for assigned user if new emails are provided. Attaches any newly created additional emails to ticket.
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addAttachedDedicatedHost
Attach the given Dedicated Host to a SoftLayer ticket. An attachment provides an easy way for SoftLayer's employees to quickly look up your records in the case of specific issues.
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addAttachedFile
Attach the given file to a SoftLayer ticket. A file attachment is a convenient way to submit non-textual error reports to SoftLayer employees in a ticket. File attachments to tickets must have a unique name.
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addAttachedHardware
Attach the given hardware to a SoftLayer ticket. A hardware attachment provides an easy way for SoftLayer's employees to quickly look up your hardware records in the case of hardware-specific issues.
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addAttachedVirtualGuest
Attach the given CloudLayer Computing Instance to a SoftLayer ticket. An attachment provides an easy way for SoftLayer's employees to quickly look up your records in the case of specific issues.
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addFinalComments
As part of the customer service process SoftLayer has provided a quick feedback mechanism for its customers to rate their overall experience with SoftLayer after a ticket is closed. addFinalComments() sets these comments for a ticket update made by a SoftLayer employee. Final comments may only be set on closed tickets, can only be set once, and may not exceed 4000 characters in length. Once the comments are set ''addFinalComments()'' returns a boolean true.
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addScheduledAlert
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addScheduledAutoClose
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addUpdate
Add an update to a ticket. A ticket update's entry has a maximum length of 4000 characters, so ''addUpdate()'' splits the ''entry'' property in the ''templateObject'' parameter into 3900 character blocks and creates one entry per 3900 character block. Once complete ''addUpdate()'' emails the ticket's owner and additional email addresses with an update message if the ticket's ''notifyUserOnUpdateFlag'' is set. If the ticket is a Legal or Abuse ticket, then the account's abuse emails are also notified when the updates are processed. Finally, ''addUpdate()'' returns an array of the newly created ticket updates.
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createAdministrativeTicket
Create an administrative support ticket. Use an administrative ticket if you require SoftLayer's assistance managing your server or content. If you are experiencing an issue with SoftLayer's hardware, network, or services then please open a standard support ticket.
Support tickets may only be created in the open state. The SoftLayer API defaults new ticket properties ''userEditableFlag'' to true, ''accountId'' to the id of the account that your API user belongs to, and ''statusId'' to 1001 (or 'open'). You may not assign your new to ticket to users that your API user does not have access to.
Once your ticket is created it is placed in a queue for SoftLayer employees to work. As they update the ticket new [SoftLayer_Ticket_Update](/reference/datatypes/SoftLayer_Ticket_Update) entries are added to the ticket object.
Administrative support tickets add a one-time $3USD charge to your account.
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createCancelServerTicket
A cancel server request creates a ticket to cancel the resource on next bill date. The hardware ID parameter is required to determine which server is to be cancelled. NOTE: Hourly bare metal servers will be cancelled on next bill date.
The reason parameter could be from the list below: * 'No longer needed' * 'Business closing down' * 'Server / Upgrade Costs' * 'Migrating to larger server' * 'Migrating to smaller server' * 'Migrating to a different SoftLayer datacenter' * 'Network performance / latency' * 'Support response / timing' * 'Sales process / upgrades' * 'Moving to competitor'
The content parameter describes further the reason for cancelling the server.
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createCancelServiceTicket
A cancel service request creates a sales ticket. The hardware ID parameter is required to determine which server is to be cancelled.
The reason parameter could be from the list below: * 'No longer needed' * 'Business closing down' * 'Server / Upgrade Costs' * 'Migrating to larger server' * 'Migrating to smaller server' * 'Migrating to a different SoftLayer datacenter' * 'Network performance / latency' * 'Support response / timing' * 'Sales process / upgrades' * 'Moving to competitor'
The content parameter describes further the reason for cancelling service.
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createStandardTicket
Create a standard support ticket. Use a standard support ticket if you need to work out a problem related to SoftLayer's hardware, network, or services. If you require SoftLayer's assistance managing your server or content then please open an administrative ticket.
Support tickets may only be created in the open state. The SoftLayer API defaults new ticket properties ''userEditableFlag'' to true, ''accountId'' to the id of the account that your API user belongs to, and ''statusId'' to 1001 (or 'open'). You may not assign your new to ticket to users that your API user does not have access to.
Once your ticket is created it is placed in a queue for SoftLayer employees to work. As they update the ticket new [SoftLayer_Ticket_Update](/reference/datatypes/SoftLayer_Ticket_Update) entries are added to the ticket object.
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createUpgradeTicket
Create a ticket for the SoftLayer sales team to perform a hardware or service upgrade. Our sales team will work with you on upgrade feasibility and pricing and then send the upgrade ticket to the proper department to perform the actual upgrade. Service affecting upgrades, such as server hardware or CloudLayer Computing Instance upgrades that require the server powered down must have a two hour maintenance specified for our datacenter engineers to perform your upgrade. Account level upgrades, such as adding PPTP VPN users, CDNLayer accounts, and monitoring services are processed much faster and do not require a maintenance window.
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edit
Edit a SoftLayer ticket. The edit method is two-fold. You may either edit a ticket itself, add an update to a ticket, attach up to two files to a ticket, or perform all of these tasks. The SoftLayer API ignores changes made to the ''userEditableFlag'' and ''accountId'' properties. You may not assign a ticket to a user that your API account does not have access to. You may not enter a custom title for standard support tickets, buy may do so when editing an administrative ticket. Finally, you may not close a ticket using this method. Please contact SoftLayer if you need a ticket closed.
If you need to only add an update to a ticket then please use the [SoftLayer_Ticket::addUpdate](/reference/datatypes/$1/#$2) method in this service. Likewise if you need to only attach a file to a ticket then use the [SoftLayer_Ticket::addAttachedFile](/reference/datatypes/$1/#$2) method. The edit method exists as a convenience if you need to perform all these tasks at once.
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getAccount
The SoftLayer customer account associated with a ticket.
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getAllTicketGroups
getAllTicketGroups() retrieves a list of all groups that a ticket may be assigned to. Ticket groups represent the internal department at SoftLayer who a ticket is assigned to.
Every SoftLayer ticket has groupId and ticketGroup properties that correspond to one of the groups returned by getAllTicketGroups().
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getAllTicketStatuses
getAllTicketStatuses() retrieves a list of all statuses that a ticket may exist in. Ticket status represent the current state of a ticket, usually 'open', 'assigned', and 'closed'.
Every SoftLayer ticket has statusId and status properties that correspond to one of the statuses returned by getAllTicketStatuses().
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getAssignedAgents
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getAssignedUser
The portal user that a ticket is assigned to.
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getAttachedAdditionalEmails
The list of additional emails to notify when a ticket update is made.
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getAttachedDedicatedHosts
The Dedicated Hosts associated with a ticket. This is used in cases where a ticket is directly associated with one or more Dedicated Hosts.
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getAttachedFile
Retrieve the file attached to a SoftLayer ticket by it's given identifier. To retrieve a list of files attached to a ticket either call the SoftLayer_Ticket::getAttachedFiles method or call SoftLayer_Ticket::getObject with ''attachedFiles'' defined in an object mask.
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getAttachedFiles
The files attached to a ticket.
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getAttachedHardware
The hardware associated with a ticket. This is used in cases where a ticket is directly associated with one or more pieces of hardware.
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getAttachedHardwareCount
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getAttachedResources
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getAttachedVirtualGuests
The virtual guests associated with a ticket. This is used in cases where a ticket is directly associated with one or more virtualized guests installations or Virtual Servers.
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getAwaitingUserResponseFlag
Ticket is waiting on a response from a customer flag.
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getBnppSupportedFlag
A ticket's associated BNPP compliant record
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getCancellationRequest
A service cancellation request.
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getEmployeeAttachments
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getEuSupportedFlag
A ticket's associated EU compliant record
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getFirstAttachedResource
The first physical or virtual server attached to a ticket.
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getFirstUpdate
The first update made to a ticket. This is typically the contents of a ticket when it's created.
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getFsboaSupportedFlag
A ticket's associated FSBOA compliant record
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getGroup
The SoftLayer department that a ticket is assigned to.
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getInvoiceItems
The invoice items associated with a ticket. Ticket based invoice items only exist when a ticket incurs a fee that has been invoiced.
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getLastActivity
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getLastEditor
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getLastUpdate
The last update made to a ticket.
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getLocation
A ticket's associated location within the SoftLayer location hierarchy.
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getNewUpdatesFlag
True if there are new, unread updates to this ticket for the current user, False otherwise.
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getObject
getObject retrieves the SoftLayer_Ticket object whose ID number corresponds to the ID number of the init parameter passed to the SoftLayer_Ticket service. You can only retrieve tickets that are associated with your SoftLayer customer account.
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getScheduledActions
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getServerAdministrationBillingInvoice
The invoice associated with a ticket. Only tickets with an associated administrative charge have an invoice.
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getServerAdministrationRefundInvoice
The refund invoice associated with a ticket. Only tickets with a refund applied in them have an associated refund invoice.
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getServiceProvider
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getState
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getStatus
A ticket's status.
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getSubject
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.
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getTagReferences
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getTicketsClosedSinceDate
Retrieve all tickets closed since a given date.
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getUpdateRatingFlag
Whether employees' updates of this ticket could be rated by customer
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getUpdates
A ticket's updates.
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markAsViewed
Mark a ticket as viewed. All currently posted updates will be marked as viewed. The lastViewedDate property will be updated to the current time.
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removeAssignedAgent
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removeAttachedAdditionalEmails
removeAttachedAdditionalEmails() removes the specified email addresses from a ticket's notification list. If one of the provided email addresses is not attached to the ticket then ''removeAttachedAdditiaonalEmails()'' ignores it and continues to the next one. Once the email addresses are removed ''removeAttachedAdditiaonalEmails()'' returns a boolean true.
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removeAttachedHardware
detach the given hardware from a SoftLayer ticket. Removing a hardware attachment may delay ticket processing time if the hardware removed is relevant to the ticket's issue. Return a boolean true upon successful hardware detachment.
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removeAttachedVirtualGuest
Detach the given CloudLayer Computing Instance from a SoftLayer ticket. Removing an attachment may delay ticket processing time if the instance removed is relevant to the ticket's issue. Return a boolean true upon successful detachment.
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removeScheduledAlert
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removeScheduledAutoClose
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setTags
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SoftLayer_Ticket
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](/reference/datatypes/SoftLayer_Ticket) service page.
To create a support ticket execute the [SoftLayer_Ticket::createStandardTicket](/reference/datatypes/$1/#$2) or [SoftLayer_Ticket::createAdministrativeTicket](/reference/datatypes/$1/#$2) methods in the SoftLayer_Ticket service. To create an upgrade ticket for the SoftLayer sales group execute the [SoftLayer_Ticket::createUpgradeTicket](/reference/datatypes/$1/#$2).
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SoftLayer_Ticket
Tickets are SoftLayer's primary way to keep in touch with its customers. A ticket is an entity that describes a problem or request and tracks a conversation between you, your account users, and SoftLayer employees relating to your problem or request. Tickets can be assigned to one of your account users, and SoftLayer can assign a ticket to a particular department (also called a ticket group) or employee. The SoftLayer_Ticket service controls your interaction with SoftLayer's ticketing system.
Every ticket object has at least one ticket update. Ticket updates may be created by either a user or SoftLayer employee. These ticket updates record the conversation between SoftLayer and you about the issue at hand. You may only add new updates to a ticket. Once an update is created you may not edit or delete it.
Tickets exist in one of three states: open, assigned, and closed. Open tickets are considered a current issue, but are not yet assigned to a specific SoftLayer employee. Assigned issues are open issues that are assigned to a SoftLayer employee. You can safely assume that your ticket is being handled if it is in the Assigned state. Closed tickets are considered resolved issues and allow no further updates. Please contact SoftLayer if you need to re-open a ticket, as you may only create ticket updates on open or assigned tickets.
It is possible to attach files and associate hardware with a ticket. Associating your ticket with more than one pieces of hardware helps SoftLayer's support team localize issues to certain servers. Attachments are a good way to illustrate a point, such as adding a screen shot of a problem or attaching a driver or configuration file that you'd like investigated.
Typically the only tickets an account user may create are technical support tickets. Technical support tickets are divided into two categories: standard tickets and administrative tickets. A standard support ticket describes an issue with your SoftLayer server or services. Standard support tickets' titles must be selected from a pre-determined list of ticket subjects, defined in the [SoftLayer_Ticket_Subject](/reference/datatypes/SoftLayer_Ticket_Subject) service. If you need a little help from SoftLayer's support staff to manage your server then open an administrative support ticket. Administrative tickets add a one-time $3USD charge to your account, and you may specify your ticket's title as needed.
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surveyEligible
(DEPRECATED) Use [SoftLayer_Ticket_Survey::getPreference](/reference/datatypes/$1/#$2) method.
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updateAttachedAdditionalEmails
Creates new additional emails for assigned user if new emails are provided. Attaches any newly created additional emails to ticket. Remove any additional emails from a ticket that are not provided as part of $emails