Language: English

Ticket
SoftLayer_Ticket

Overview

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

Local Properties

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

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:

integer

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 & Count Properties

Relational Properties can be queried by object mask
account

The SoftLayer customer account associated with a ticket.

assignedAgentCount

A count of

Type:

unsignedLong

assignedAgents
assignedUser

The portal user that a ticket is assigned to.

attachedAdditionalEmailCount

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

Type:

unsignedLong

attachedAdditionalEmails

The list of additional emails to notify when a ticket update is made.

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

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.

attachedFileCount

A count of the files attached to a ticket.

Type:

unsignedLong

attachedFiles

The files attached to a ticket.

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.

attachedHardwareCount
Type:

unsigned integer

attachedResourceCount

A count of

Type:

unsignedLong

attachedResources
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

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.

awaitingUserResponseFlag

Ticket is waiting on a response from a customer flag.

Type:

boolean

cancellationRequest

A service cancellation request.

employeeAttachmentCount

A count of

Type:

unsignedLong

employeeAttachments
firstAttachedResource

The first physical or virtual server attached to a ticket.

firstUpdate

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

group

The SoftLayer department that a ticket is assigned to.

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

invoiceItems

The invoice items associated with a ticket. Ticket based invoice items only exist when a ticket incurs a fee that has been invoiced.

lastActivity
lastEditor
lastUpdate

The last update made to a ticket.

lastViewedDate

A timestamp of the last time the Ticket was viewed by the active user.

Type:

dateTime

location

A ticket's associated location within the SoftLayer location hierarchy.

newUpdatesFlag

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

Type:

boolean

scheduledActionCount

A count of

Type:

unsignedLong

serverAdministrationBillingInvoice

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

serverAdministrationRefundInvoice

The refund invoice associated with a ticket. Only tickets with a refund applied in them have an associated refund invoice.

serviceProvider
stateCount

A count of

Type:

unsignedLong

status

A ticket's 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.

tagReferenceCount

A count of

Type:

unsignedLong

tagReferences
updateCount

A count of a ticket's updates.

Type:

unsignedLong

updates

A ticket's updates.