SoftLayer_Ticket


SoftLayer_Ticket

Description

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 SoftLayer_Ticket::createStandardTicket.

associatedMethods

Local


accountId

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


assignedUserId

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


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


changeOwnerFlag

Type: boolean


createDate

The date that a ticket was created.
Type: dateTime


euSupportedLocationId

Type: integer


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


groupId

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


id

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


lastEditDate

The date that a ticket was last modified. A modification does not necessarily mean that an update was added.
Type: dateTime


lastEditType

The type of user who last edited or updated a ticket. This is either “EMPLOYEE” or “USER”.
Type: string


lastResponseDate

The date that the last ticket update was made
Type: dateTime


locationId

The internal identifier of the location associated with a ticket.
Type: integer


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


priority

Type: integer


responsibleBrandId

Type: integer


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


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


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


serviceProviderId

Type: integer


serviceProviderResourceId

A ticket's internal identifier at its service provider. Each ticket is defined by a unique identifier.
Type: string


statusId

A ticket status’ internal identifier.
Type: integer


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


title

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


totalUpdateCount

Type: integer


userEditableFlag

Whether a user is able to update a ticket.
Type: boolean

Relational


account

The SoftLayer customer account associated with a ticket.
Type: SoftLayer_Account


assignedUser

The portal user that a ticket is assigned to.
Type: SoftLayer_User_Customer


attachedAdditionalEmails

The list of additional emails to notify when a ticket update is made.
Type: SoftLayer_User_Customer_AdditionalEmail[]


attachedDedicatedHosts

The Dedicated Hosts associated with a ticket. This is used in cases where a ticket is directly associated with one or more Dedicated Hosts.
Type: SoftLayer_Virtual_DedicatedHost[]


attachedFiles

The files attached to a ticket.
Type: SoftLayer_Ticket_Attachment_File[]


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.
Type: SoftLayer_Hardware[]


attachedHardwareCount

Type: unsigned integer


attachedVirtualGuests

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.
Type: SoftLayer_Virtual_Guest[]


awaitingUserResponseFlag

Ticket is waiting on a response from a customer flag.
Type: boolean


euSupportedFlag

A ticket's associated EU compliant record
Type: boolean


firstAttachedResource

The first physical or virtual server attached to a ticket.
Type: SoftLayer_Ticket_Attachment


firstUpdate

The first update made to a ticket. This is typically the contents of a ticket when it's created.
Type: SoftLayer_Ticket_Update


group

The SoftLayer department that a ticket is assigned to.
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.
Type: SoftLayer_Billing_Invoice_Item[]


lastUpdate

The last update made to a ticket.
Type: SoftLayer_Ticket_Update


location

A ticket's associated location within the SoftLayer location hierarchy.
Type: SoftLayer_Location


newUpdatesFlag

True if there are new, unread updates to this ticket for the current user, False otherwise.
Type: boolean


serverAdministrationBillingInvoice

The invoice associated with a ticket. Only tickets with an associated administrative charge have an invoice.
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.
Type: SoftLayer_Billing_Invoice


status

A ticket's status.
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.
Type: SoftLayer_Ticket_Subject


updateRatingFlag

Whether employees’ updates of this ticket could be rated by customer
Type: boolean


updates

A ticket's updates.
Type: SoftLayer_Ticket_Update[]

Count


assignedAgentCount

A count of
Type: unsigned long


attachedAdditionalEmailCount

A count of the list of additional emails to notify when a ticket update is made.
Type: unsigned long


attachedDedicatedHostCount

A count of the Dedicated Hosts associated with a ticket. This is used in cases where a ticket is directly associated with one or more Dedicated Hosts.
Type: unsigned long


attachedFileCount

A count of the files attached to a ticket.
Type: unsigned long


attachedResourceCount

A count of
Type: unsigned long


attachedVirtualGuestCount

A count of 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.
Type: unsigned long


employeeAttachmentCount

A count of
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.
Type: unsigned long


scheduledActionCount

A count of
Type: unsigned long


stateCount

A count of
Type: unsigned long


tagReferenceCount

A count of
Type: unsigned long


updateCount

A count of a ticket's updates.
Type: unsigned long



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