Items with tag ticket

    java

    php

    reference

    • addAssignedAgent
    • addAttachedAdditionalEmails
      Creates new additional emails for assigned user if new emails are provided. Attaches any newly created additional emails to ticket.
    • 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.
    • 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.
    • 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.
    • 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.
    • 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.
    • addResponseRating
      As part of the customer service process SoftLayer has provided a quick feedback mechanism for its customers to rate the responses that its employees give on tickets. addResponseRating() sets the rating for a single ticket update made by a SoftLayer employee. Ticket ratings have the integer values 1 through 5, with 1 being the worst and 5 being the best. Once the rating is set ''addResponseRating()'' returns a boolean true.
    • addScheduledAlert
    • addScheduledAutoClose
    • 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.
    • 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.
    • 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.
    • 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.
    • 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.
    • 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.
    • 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.
    • getAccount
      The SoftLayer customer account associated with a ticket.
    • getAllObjects
      Retrieve all possible ticket subjects. The SoftLayer customer portal uses this method in the add standard support ticket form.
    • getAllObjects
      Retrieve all ticket subject categories.
    • 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().
    • 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().
    • getAssignedAgents
    • getAssignedUser
      The portal user that a ticket is assigned to.
    • getAttachedAdditionalEmails
      The list of additional emails to notify when a ticket update is made.
    • 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.
    • 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.
    • getAttachedFiles
      The files attached to a ticket.
    • 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.
    • getAttachedHardwareCount
    • getAttachedResources
    • 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.
    • getAwaitingUserResponseFlag
      Ticket is waiting on a response from a customer flag.
    • getBnppSupportedFlag
      A ticket's associated BNPP compliant record
    • getCancellationRequest
      A service cancellation request.
    • getCategory
    • getChangeOwnerActivity
    • getChat
      The chat between the Customer and Agent
    • getChildren
      A child subject
    • getEditor
      The user or SoftLayer employee who created a ticket update.
    • getEmployeeAttachments
    • getEuSupportedFlag
      A ticket's associated EU compliant record
    • getExtensionWhitelist
    • getExtensionWhitelist
    • getFileAttachment
      The files attached to a ticket update.
    • getFirstAttachedResource
      The first physical or virtual server attached to a ticket.
    • getFirstUpdate
      The first update made to a ticket. This is typically the contents of a ticket when it's created.
    • getFsboaSupportedFlag
      A ticket's associated FSBOA compliant record
    • getGroup
      The SoftLayer department that a ticket is assigned to.
    • getGroup
    • getInvoiceItems
      The invoice items associated with a ticket. Ticket based invoice items only exist when a ticket incurs a fee that has been invoiced.
    • getLastActivity
    • getLastEditor
    • getLastUpdate
      The last update made to a ticket.
    • getLocation
      A ticket's associated location within the SoftLayer location hierarchy.
    • getNewUpdatesFlag
      True if there are new, unread updates to this ticket for the current user, False otherwise.
    • 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.
    • getObject
      Retrieve a SoftLayer_Ticket_Attachment_File record.
    • getObject
      Retrieve a SoftLayer_Ticket_Attachment_File_ServiceNow record.
    • getObject
      getObject retrieves the SoftLayer_Ticket_Subject object whose ID number corresponds to the ID number of the init parameter passed to the SoftLayer_Ticket_Subject service.
    • getObject
      Retrieve a SoftLayer_Ticket_Subject_Category record.
    • getObject
      getObject retrieves the SoftLayer_Ticket_Update_Employee object whose ID number corresponds to the ID number of the init parameter passed to the SoftLayer_Ticket_Update_Employee service. You can only retrieve employee updates to tickets that your API account has access to.
    • getParent
      A parent subject
    • getPreference
      (DEPRECATED) To opt in or out of future surveys, please follow the link found in the email survey.
    • getPriorities
      Obtain a container of valid ticket priority values with value/name key pairs.
    • getScheduledActions
    • getServerAdministrationBillingInvoice
      The invoice associated with a ticket. Only tickets with an associated administrative charge have an invoice.
    • getServerAdministrationRefundInvoice
      The refund invoice associated with a ticket. Only tickets with a refund applied in them have an associated refund invoice.
    • getServiceProvider
    • getState
    • getStatus
      A ticket's status.
    • 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.
    • getSubjects
    • getTagReferences
    • getTicket
    • getTicket
    • getTicket
      The ticket that a ticket update belongs to.
    • getTicketsClosedSinceDate
      Retrieve all tickets closed since a given date.
    • getTopFiveKnowledgeLayerQuestions
      SoftLayer maintains relationships between the generic subjects for standard administration and the top five commonly asked questions about these subjects. getTopFileKnowledgeLayerQuestions() retrieves the top five questions and answers from the SoftLayer KnowledgeLayer related to the given ticket subject.
    • getType
      The Type of update to this ticket
    • getUpdate
      The ticket that a file is attached to.
    • getUpdate
      The ticket that a file is attached to.
    • getUpdateRatingFlag
      Whether employees' updates of this ticket could be rated by customer
    • getUpdates
      A ticket's updates.
    • 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.
    • optIn
      (DEPRECATED) To opt in of future surveys, please follow the link found in the email survey.
    • optOut
      (DEPRECATED) To opt out of future surveys, please follow the link found in the email survey.
    • removeAssignedAgent
    • 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.
    • 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.
    • 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.
    • removeScheduledAlert
    • removeScheduledAutoClose
    • setTags
    • 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).
    • 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.
    • SoftLayer_Ticket_Activity
    • SoftLayer_Ticket_Attachment
      SoftLayer tickets have the ability to be associated with specific pieces of hardware in a customer's inventory. Attaching hardware to a ticket can greatly increase response time from SoftLayer for issues that are related to one or more specific servers on a customer's account. The SoftLayer_Ticket_Attachment_Hardware data type models the relationship between a piece of hardware and a ticket. Only one attachment record may exist per hardware item per ticket.
    • SoftLayer_Ticket_Attachment_Assigned_Agent
    • SoftLayer_Ticket_Attachment_CardChangeRequest
      This datatype contains tickets referenced from card change request
    • SoftLayer_Ticket_Attachment_Dedicated_Host
      SoftLayer tickets have the ability to be associated with specific dedicated hosts in a customer's inventory. Attaching a dedicated host to a ticket can greatly increase response time from SoftLayer for issues that are related to one or more specific hosts on a customer's account. The SoftLayer_Ticket_Attachment_Dedicated_Host data type models the relationship between a dedicated host and a ticket. Only one attachment record can exist per dedicated host item per ticket.
    • SoftLayer_Ticket_Attachment_File
      SoftLayer tickets can have have files attached to them. Attaching a file to a ticket is a good way to report issues, provide documentation, and give examples of an issue. Both SoftLayer customers and employees have the ability to attach files to a ticket. The SoftLayer_Ticket_Attachment_File data type models a single file attached to a ticket.
    • SoftLayer_Ticket_Attachment_File
    • SoftLayer_Ticket_Attachment_File_ServiceNow
    • SoftLayer_Ticket_Attachment_File_ServiceNow
    • SoftLayer_Ticket_Attachment_Hardware
      SoftLayer tickets have the ability to be associated with specific pieces of hardware in a customer's inventory. Attaching hardware to a ticket can greatly increase response time from SoftLayer for issues that are related to one or more specific servers on a customer's account. The SoftLayer_Ticket_Attachment_Hardware data type models the relationship between a piece of hardware and a ticket. Only one attachment record may exist per hardware item per ticket.
    • SoftLayer_Ticket_Attachment_Manual_Payment
      This datatype contains tickets referenced from manual payments
    • SoftLayer_Ticket_Attachment_Network_Storage_Mass_Data_Migration
    • SoftLayer_Ticket_Attachment_Scheduled_Action
    • SoftLayer_Ticket_Attachment_Virtual_Guest
      SoftLayer tickets have the ability to be associated with specific virtual guests in a customer's inventory. Attaching virtual guests to a ticket can greatly increase response time from SoftLayer for issues that are related to one or more specific servers on a customer's account. The SoftLayer_Ticket_Attachment_Virtual_Guest data type models the relationship between a virtual guest and a ticket. Only one attachment record may exist per virtual guest per ticket.
    • SoftLayer_Ticket_Chat
    • SoftLayer_Ticket_Chat_Liveperson
    • SoftLayer_Ticket_Chat_TranscriptLine
    • SoftLayer_Ticket_Chat_TranscriptLine_Customer
    • SoftLayer_Ticket_Chat_TranscriptLine_Employee
    • SoftLayer_Ticket_EuCompliance
    • SoftLayer_Ticket_Group
      SoftLayer tickets have the ability to be assigned to one of SoftLayer's internal departments. The department that a ticket is assigned to is modeled by the SoftLayer_Ticket_Group data type. Ticket groups help to ensure that the proper department is handling a ticket. Standard support tickets are created from a number of pre-determined subjects. These subjects help determine which group a standard ticket is assigned to.
    • SoftLayer_Ticket_Group_Category
      SoftLayer's support ticket groups represent the department at SoftLayer that is assigned to work one of your support tickets. Many departments are responsible for handling different types of tickets. These types of tickets are modeled in the SoftLayer_Ticket_Group_Category data type. Ticket group categories also help separate differentiate your tickets' issues in the SoftLayer customer portal.
    • SoftLayer_Ticket_Priority
    • SoftLayer_Ticket_Priority
    • SoftLayer_Ticket_State
    • SoftLayer_Ticket_State_Type
    • SoftLayer_Ticket_Status
      The SoftLayer_Ticket_Status data type models the state of a ticket as it is worked by SoftLayer and its customers. Tickets exist in one of three states: *'''OPEN''': Open tickets are considered unresolved issues by SoftLayer and can be assigned to a SoftLayer employee for work. Tickets created by portal or API users are created in the Open state. *'''ASSIGNED''': Assigned tickets are identical to open tickets, but are assigned to an individual SoftLayer employee. An assigned ticket is actively being worked by SoftLayer. *'''CLOSED''': Tickets are closed when the issue at hand is considered resolved. A SoftLayer employee can change a ticket's status from Closed to Open or Assigned if the need arises. A ticket usually goes from the Open to Assigned to Closed states during its life cycle. If a ticket is forwarded from one department to another it may change from the Assigned state back to Open until it is assigned to a member of the new department.
    • SoftLayer_Ticket_Subject
      The SoftLayer_Ticket_Subject data type models one of the possible subjects that a standard support ticket may belong to. A basic support ticket's title matches it's corresponding subject's name.
    • SoftLayer_Ticket_Subject
      Every standard support ticket submitted to SoftLayer contains a relationship to a pre-determined subject which populates that ticket's title. The SoftLayer_Ticket_Subject service retrieves these subjects. These ticket subjects also determine which department a ticket is opened for.
    • SoftLayer_Ticket_Subject_Category
      SoftLayer_Ticket_Subject_Category groups ticket subjects into logical group.
    • SoftLayer_Ticket_Subject_Category
    • SoftLayer_Ticket_Survey
    • SoftLayer_Ticket_Survey
    • SoftLayer_Ticket_Type
    • SoftLayer_Ticket_Update
      The SoftLayer_Ticket_Update type relates to a single update to a ticket, either by a customer or an employee.
    • SoftLayer_Ticket_Update_Agent
      A SoftLayer_Ticket_Update_Agent type models an update to a ticket made by an agent.
    • SoftLayer_Ticket_Update_Chat
      A SoftLayer_Ticket_Update_Chat is a chat between a customer and a customer service representative relating to a ticket.
    • SoftLayer_Ticket_Update_Customer
      A SoftLayer_Ticket_Update_Customer is a single update made by a customer to a ticket.
    • SoftLayer_Ticket_Update_Employee
      The SoftLayer_Ticket_Update_Employee data type models an update to a ticket made by a SoftLayer employee.
    • SoftLayer_Ticket_Update_Employee
      Retrieve an update to a ticket made by a SoftLayer employee. Ticket updates created by employees have the option of being rated on a one to five scale. Because customer updates don't have this ability the SoftLayer_Ticket_Update_Employee class has it's own service.
    • SoftLayer_Ticket_Update_Type
    • surveyEligible
      (DEPRECATED) Use [SoftLayer_Ticket_Survey::getPreference](/reference/datatypes/$1/#$2) method.
    • 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

    rest

    • Tickets
      Examples of how to use and interact with tickets

    ruby

Open Source SDKs

softlayer-python
 softlayer-java
 softlayer-go
 softlayer-perl
 softlayer-php
 softlayer-ruby

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