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 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.
Assign an Agent to a ticket.
Add non-user email addresses to a ticket’s email notify list.
Attach a Dedicated Host to a ticket.
Attach a file to a ticket.
Attach hardware to a ticket.
Attach a CloudLayer Computing Instance to a ticket.
Add final comments to a closed ticket.
Add an update to a ticket.
Create an administrative support ticket.
Create a sales cancel server ticket to be cancelled on next bill date.
Create a sales cancel service ticket.
Create a standard support ticket.
Create an upgrade request ticket for the SoftLayer sales team.
Edit or update a SoftLayer ticket.
The SoftLayer customer account associated with a ticket.
Retrieve all available ticket groups.
Retrieve all available ticket statuses.
The portal user that a ticket is assigned to.
The list of additional emails to notify when a ticket update is made.
The Dedicated Hosts associated with a ticket. This is used in cases where a ticket is directly associated with one or more Dedicated Hosts.
Retrieve a file attached to a ticket.
The files attached to a ticket.
The hardware associated with a ticket. This is used in cases where a ticket is directly associated with one or more pieces of hardware.
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.
Ticket is waiting on a response from a customer flag.
A ticket’s associated BNPP compliant record
A service cancellation request.
A ticket’s associated EU compliant record
The first physical or virtual server attached to a ticket.
The first update made to a ticket. This is typically the contents of a ticket when it’s created.
A ticket’s associated FSBOA compliant record
The SoftLayer department that a ticket is assigned to.
The invoice items associated with a ticket. Ticket based invoice items only exist when a ticket incurs a fee that has been invoiced.
The last update made to a ticket.
A ticket’s associated location within the SoftLayer location hierarchy.
True if there are new, unread updates to this ticket for the current user, False otherwise.
Retrieve a SoftLayer_Ticket record.
The invoice associated with a ticket. Only tickets with an associated administrative charge have an invoice.
The refund invoice associated with a ticket. Only tickets with a refund applied in them have an associated refund invoice.
A ticket’s status.
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.
Retrieve tickets closed since a given date.
Whether employees’ updates of this ticket could be rated by customer
A ticket’s updates.
Mark a ticket as viewed. All currently posted updates will be marked as viewed. The lastViewedDate property will be updated to the current time.
Remove an assigned agent from a ticket.
Detaches non-user additional email addresses from a ticket.
detach hardware from a ticket.
Detach a CloudLayer Computing Instance from a ticket.
Update non-user email addresses attached to a ticket’s email notify list.