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

Local


accountId

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


assignedUserId

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


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


bnppSupportedLocationId

None
Type: int


changeOwnerFlag

None
Type: boolean


createDate

The date that a ticket was created.
Type: dateTime


euSupportedLocationId

None
Type: int


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: int


id

A ticket’s internal identifier. Each ticket is defined by a unique identifier.
Type: int


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: int


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

None
Type: int


responsibleBrandId

None
Type: int


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: int


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: int


serverAdministrationFlag

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


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: int


serviceProviderId

None
Type: int


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: int


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: int


title

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


totalUpdateCount

None
Type: int


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

None
Type: unsignedInt


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


bnppSupportedFlag

A ticket’s associated BNPP compliant record
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


fsboaSupportedFlag

A ticket’s associated FSBOA compliant record
Type: boolean


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: unsignedLong


attachedAdditionalEmailCount

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


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: unsignedLong


attachedFileCount

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


attachedResourceCount

A count of
Type: unsignedLong


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: unsignedLong


employeeAttachmentCount

A count of
Type: unsignedLong


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: unsignedLong


scheduledActionCount

A count of
Type: unsignedLong


stateCount

A count of
Type: unsignedLong


tagReferenceCount

A count of
Type: unsignedLong


updateCount

A count of a ticket’s updates.
Type: unsignedLong