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

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:
assignedUser
The portal user that a ticket is assigned to.
Type:
attachedAdditionalEmails
The list of additional emails to notify when a ticket update is made.
Type:
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:
attachedFiles
The files attached to a ticket.
Type:
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:
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:
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:
firstUpdate
The first update made to a ticket. This is typically the contents of a ticket when it's created.
Type:
group
The SoftLayer department that a ticket is assigned to.
Type:
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:
lastUpdate
The last update made to a ticket.
Type:
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.
Type:
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:
serverAdministrationRefundInvoice
The refund invoice associated with a ticket. Only tickets with a refund applied in them have an associated refund invoice.
Type:
status
A ticket's status.
Type:
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:
updates
A ticket's updates.
Type:

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


/reference/datatypes/SoftLayer_Ticket/