SoftLayer_Ticket


SoftLayer_Ticket

Description

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.

seeAlso

Methods

addAssignedAgent
Assign an Agent to a ticket.
addAttachedAdditionalEmails
Add non-user email addresses to a ticket's email notify list.
addAttachedDedicatedHost
Attach a Dedicated Host to a ticket.
addAttachedFile
Attach a file to a ticket.
addAttachedHardware
Attach hardware to a ticket.
addAttachedVirtualGuest
Attach a CloudLayer Computing Instance to a ticket.
addFinalComments
Add final comments to a closed ticket.
addUpdate
Add an update to a ticket.
createAdministrativeTicket
Create an administrative support ticket.
createCancelServerTicket
Create a sales cancel server ticket to be cancelled on next bill date.
createCancelServiceTicket
Create a sales cancel service ticket.
createStandardTicket
Create a standard support ticket.
createUpgradeTicket
Create an upgrade request ticket for the SoftLayer sales team.
edit
Edit or update a SoftLayer ticket.
getAccount
Retrieve the SoftLayer customer account associated with a ticket.
getAllTicketGroups
Retrieve all available ticket groups.
getAllTicketStatuses
Retrieve all available ticket statuses.
getAssignedUser
Retrieve the portal user that a ticket is assigned to.
getAttachedAdditionalEmails
Retrieve the list of additional emails to notify when a ticket update is made.
getAttachedDedicatedHosts
Retrieve 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 a file attached to a ticket.
getAttachedFiles
Retrieve the files attached to a ticket.
getAttachedHardware
Retrieve the hardware associated with a ticket. This is used in cases where a ticket is directly associated with one or more pieces of hardware.
getAttachedVirtualGuests
Retrieve 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
Retrieve ticket is waiting on a response from a customer flag.
getCancellationRequest
Retrieve a service cancellation request.
getEuSupportedFlag
Retrieve a ticket's associated EU compliant record
getFirstAttachedResource
Retrieve the first physical or virtual server attached to a ticket.
getFirstUpdate
Retrieve the first update made to a ticket. This is typically the contents of a ticket when it's created.
getGroup
Retrieve the SoftLayer department that a ticket is assigned to.
getInvoiceItems
Retrieve the invoice items associated with a ticket. Ticket based invoice items only exist when a ticket incurs a fee that has been invoiced.
getLastUpdate
Retrieve the last update made to a ticket.
getLastViewedDate
Retrieve a timestamp of the last time the Ticket was viewed by the active user.
getLocation
Retrieve a ticket's associated location within the SoftLayer location hierarchy.
getNewUpdatesFlag
Retrieve true if there are new, unread updates to this ticket for the current user, False otherwise.
getObject
Retrieve a SoftLayer_Ticket record.
getServerAdministrationBillingInvoice
Retrieve the invoice associated with a ticket. Only tickets with an associated administrative charge have an invoice.
getServerAdministrationRefundInvoice
Retrieve the refund invoice associated with a ticket. Only tickets with a refund applied in them have an associated refund invoice.
getStatus
Retrieve a ticket's status.
getSubject
Retrieve 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.
getTicketsClosedSinceDate
Retrieve tickets closed since a given date.
getUpdates
Retrieve a ticket's updates.
removeAssignedAgent
Remove an assigned agent from a ticket.
removeAttachedAdditionalEmails
Detaches non-user additional email addresses from a ticket.
removeAttachedHardware
detach hardware from a ticket.
removeAttachedVirtualGuest
Detach a CloudLayer Computing Instance from a ticket.
updateAttachedAdditionalEmails
Update non-user email addresses attached to a ticket's email notify list.

/reference/services/SoftLayer_Ticket/