Ticket Web APIs

Ticket Web APIs are available to:

  • Create APIs that retrieve a variety of information about tickets.
  • Create APIs that create ticket or perform operations on specific tickets.

Using Get calls, Ticket Web APIs enable you to retrieve all:

  • Notes
  • Ticket note fields
  • Assignments
  • Ticket templates

Using Post calls, Ticket Web APIs can:

  • Change the return status.
  • Create a user note linked to a ticket.
  • Create a ticket
  • Close a ticket
  • Delete a ticket

The following topics provide details about the Ticket Web APIs:

GET /tickets/{id}

 Click here for a description.
Description

Returns sequence, display names, and values of all fields for the specified ticket in JSON format

Type of call

GET
URL Syntaxhttp(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/{id}
Request Authorization HeaderBearer access_token received through the Token API call. 

Request Parameters

Specify the Ticket ID

Request BodyNone
Execution response
 Click here to see a table of the execution response values.

The following table lists the sequence number and Display Names of the fields that are returned by the GET tickets/{id} Web API:

SequenceDisplay Name of the field
1Ticket ID
2Last Modified
3Last User
4Seq_Group
7Additional Information
8Seq_Requestor
10Seq_Assigned To
11Seq_Category
12Open Date & Time
14Seq_Location
15Seq_Department
16Seq_Open By
17Seq_Closed By
18Close Date & Time
19Callback Number
20Call Counter
22Ticket Summary
28Alternate Email ID
34Assigned To Group
36Requestor ID
37Requestor First Name
38Requestor Last Name
39Requestor Phone
40Requestor Ext.
43Requestor Title
48Closed By Technician
49Location
53Location Main Contact
65Department
66Opened By Technician
67Assigned To Technician
68Assigned To First Name
69Assigned To Last Name
70Assigned To Phone
71Assigned To Extension
72Category
75Seq_SLA
81Custom Date 1
82Custom Date 2
83Custom Integer 1
84Custom Numeric 1
85Custom Text 1
86Custom Text 2
87Custom Text 3
88Custom Text 4
89Custom Text 5
90Custom Text 6
91SLA
92SLA Description
95Seq_Status
96Status
97Status Description
100Expected Due Date & Time
102Inactive
103Clock Stop Time
106Seq_Priority
107Priority
108Duration
109First Call Resolution
110Expected Response Date & Time
111Expected Fix Date & Time
114Requestor Email Address
116Custom Look Up 1
117Custom Look Up 2
118Custom Look Up 3
119Custom Look Up 4
120Custom Look Up 5
121Custom Look Up 6
122Custom Look Up 7
123Custom Look Up 8
124Opened Group
125Closed Group
127Ticket Source
128Opened By First Name
129Opened By Last Name
130Closed By First Name
131Closed By Last Name
132Responded Date & Time
136SLA Milestones Complete
141Change ID
142Priority Duration
145Template
146Custom Date 3
147Custom Date 4
148Hourly Rate
149Requestor
150Seq_Responded By
151Responded By Technician
152Responded By First Name
153Responded By Last Name
156Charge
157Assigned To Full Name
158Solution ID
159Solution Summary
160Seq_EscalateToTechnician
161Escalate To Technician
162Escalate To Technician Email
163Total Time Spent
164Category Full Path
165TI11 WO ID
166Asset ID
167BCM Asset ID
168Asset Name
169Audit Date
170Serial Number
171Escalate To Login ID
172Change Summary
174Change Request Status
175Latest Note Date
176Change Request Status Type
177Open By Name
178Seq_Purchase Order
179Purchase Order Number
180Date Ordered
181Date Required
182Date Closed
183Total Cost
184Purchase Order Status
185Email Cc
186Email Bcc
Important  considerations
  • You need View Ticket Permission to use this Web API.
  • Data Segregation is applicable.
  • If the display names have been changed, the updated values are retrieved.
  • Null values are not retrieved.
 Click here to view an example.

Example

http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/101

Request Authorization Header:

Bearer access_token:"ExPqpLF79Zi+vHZJIXZOGBSQVPKXlFVOfmQzMyfS7SGYJolrDAf3/LZR1qm9X+2OVY60OlEuUYOYaflcIjj7ytZ336b50mu4ieuPnx2AU2vCFgO3eqUe22Up"

Response:

{
"Tickets": {
"1": {
"DisplayName": " Ticket ID",
"Value": 101
},
"2": {
"DisplayName": "Last Modified",
"Value": "2019-01-21T09:12:06.1730000Z"
},
"3": {
"DisplayName": "Last User",
"Value": "dbo"
},…
}}

POST /tickets/{id}

 Click here for a description.
Description

Modifies and returns the specified ticket in JSON format

Type of call

POST
URL Syntaxhttp(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/{id}
Request Authorization HeaderBearer access_token received through the Token API call.

Request Parameters

(required) id

Specify the Ticket ID.

Request Body
  • (required) updateInput
    Specify the properties, which are pairs of values for Field Sequence ID and Display Name.
  • (optional) OptionalParams
    Specify any optional parameters when present
{
"Properties": {},
"OptionalParams": {
"Param1": {},
"Param2": {}
}
}
 Click here to see a table of the fields you can update.

For the specified ticket, you can update the following fields:

SequenceDisplay Name of the field
4Seq_Group
7Additional Information
8Seq_Requestor
10Seq_Assigned To
11Seq_Category
14Seq_Location
15Seq_Department
19Callback Number
20Call Counter
22Ticket Summary
28Alternate Email ID
34Assigned To Group
36Requestor ID
37Requestor First Name
38Requestor Last Name
39Requestor Phone
40Requestor Ext.
43Requestor Title
49Location
65Department
67Assigned To Technician
68Assigned To First Name
69Assigned To Last Name
70Assigned To Phone
71Assigned To Extension
72Category
75Seq_SLA
81Custom Date 1
82Custom Date 2
83Custom Integer 1
84Custom Numeric 1
85Custom Text 1
86Custom Text 2
87Custom Text 3
88Custom Text 4
89Custom Text 5
90Custom Text 6
91SLA
92SLA Description
95Seq_Status
96Status
97Status Description
100Expected Due Date & Time
102Inactive
106Seq_Priority
107Priority
109First Call Resolution
110Expected Response Date & Time
111Expected Fix Date & Time
114Requestor Email Address
116Custom Look Up 1
117Custom Look Up 2
118Custom Look Up 3
119Custom Look Up 4
120Custom Look Up 5
121Custom Look Up 6
122Custom Look Up 7
123Custom Look Up 8
127Ticket Source
136SLA Milestones Complete
141Change ID
142Priority Duration
145Template
146Custom Date 3
147Custom Date 4
149Requestor
157Assigned To Full Name
158Solution ID
159Solution Summary
165TI11 WO ID
166Asset ID
167BCM Asset ID
168Asset Name
172Change Summary
178Seq_Purchase Order
179Purchase Order Number
185Email Cc
186Email Bcc
Execution response
 Click here to see a table of the execution response values.

The POST /tickets/{id} Web API can update the following fields for the specified assignment:

SequenceDisplay Name of the field
1Ticket ID
2Last Modified
3Last User
4Seq_Group
7Additional Information
8Seq_Requestor
10Seq_Assigned To
11Seq_Category
12Open Date & Time
14Seq_Location
15Seq_Department
16Seq_Open By
17Seq_Closed By
18Close Date & Time
19Callback Number
20Call Counter
22Ticket Summary
28Alternate Email ID
34Assigned To Group
36Requestor ID
37Requestor First Name
38Requestor Last Name
39Requestor Phone
40Requestor Ext.
43Requestor Title
48Closed By Technician
49Location
53Location Main Contact
65Department
66Opened By Technician
67Assigned To Technician
68Assigned To First Name
69Assigned To Last Name
70Assigned To Phone
71Assigned To Extension
72Category
75Seq_SLA
81Custom Date 1
82Custom Date 2
83Custom Integer 1
84Custom Numeric 1
85Custom Text 1
86Custom Text 2
87Custom Text 3
88Custom Text 4
89Custom Text 5
90Custom Text 6
91SLA
92SLA Description
95Seq_Status
96Status
97Status Description
100Expected Due Date & Time
102Inactive
103Clock Stop Time
106Seq_Priority
107Priority
108Duration
109First Call Resolution
110Expected Response Date & Time
111Expected Fix Date & Time
114Requestor Email Address
116Custom Look Up 1
117Custom Look Up 2
118Custom Look Up 3
119Custom Look Up 4
120Custom Look Up 5
121Custom Look Up 6
122Custom Look Up 7
123Custom Look Up 8
124Opened Group
125Closed Group
127Ticket Source
128Opened By First Name
129Opened By Last Name
130Closed By First Name
131Closed By Last Name
132Responded Date & Time
136SLA Milestones Complete
141Change ID
142Priority Duration
145Template
146Custom Date 3
147Custom Date 4
148Hourly Rate
149Requestor
150Seq_Responded By
151Responded By Technician
152Responded By First Name
153Responded By Last Name
156Charge
157Assigned To Full Name
158Solution ID
159Solution Summary
160Seq_EscalateToTechnician
161Escalate To Technician
162Escalate To Technician Email
163Total Time Spent
164Category Full Path
165TI11 WO ID
166Asset ID
167BCM Asset ID
168Asset Name
169Audit Date
170Serial Number
171Escalate To Login ID
172Change Summary
174Change Request Status
175Latest Note Date
176Change Request Status Type
177Open By Name
178Seq_Purchase Order
179Purchase Order Number
180Date Ordered
181Date Required
182Date Closed
183Total Cost
184Purchase Order Status
185Email Cc
186Email Bcc
Important  considerationsNone
 Click here to view an example.

Example

http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebAPI/WebApi/tickets/101

Request Authorization Header:

Bearer access_token:"ExPqpLF79Zi+vHZJIXZOGBSQVPKXlFVOfmQzMyfS7SGYJolrDAf3/LZR1qm9X+2OVY60OlEuUYOYaflcIjj7ytZ336b50mu4ieuPnx2AU2vCFgO3eqUe22Up"

Request Body:

updateInput:
{
"Properties": {
"Category" :"Applications",
"Additional Information" : "Additional Information field is updated. "
},
"OptionalParams": {
"Param1": {},
"Param2": {}
}
}

Response:


{
"Tickets": {
"1": {
"DisplayName": "Ticket ID",
"Value": 101
},
"2": {
"DisplayName": "Last Modified",
"Value": "2019-01-23T11:27:09.7970000Z"
},
"3": {
"DisplayName": "Last User",
"Value": "TECH1"
},
"4": {
"DisplayName": "Seq_Group",
"Value": 2
},
"7": {
"DisplayName": "Additional Information",
"Value": "Additional Information field is updated. "
}….
"72": {
"DisplayName": "Category",
"Value": "Applications"
}….
}}

GET /tickets/{id}/Attachments/{pageSize}/{pageNumber}

 Click here for a description.
Description

Returns all Attachments linked to the specified ticket in JSON format

Type of call

GET
URL Syntaxhttp(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/{id}/Attachments/{pageSize}/{pageNumber}
Request Authorization HeaderBearer access_token received through the Token API call. 

Request Parameters

  • (required) id
    Specify the Ticket ID.
  • (required) pageSize
    Specify the page size.
  • (required) pageNumber
    Specify the pageNumber.
Request BodyNone
Execution response

Returns count and all attachments linked to a specific ticket

Important  considerations
  • You need View Attachment Permission to use this Web API.
  • Data Segregation is not applicable.
  • Null values are not retrieved.
  • If zero is specified for PageSize or PageNumber, all records are retrieved.
  • If there are no linked Attachments, an empty set is retrieved.
 Click here to view an example.

Example

http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/101/Attachments/0/0

Request Authorization Header:

Bearer access_token:"ExPqpLF79Zi+vHZJIXZOGBSQVPKXlFVOfmQzMyfS7SGYJolrDAf3/LZR1qm9X+2OVY60OlEuUYOYaflcIjj7ytZ336b50mu4ieuPnx2AU2vCFgO3eqUe22Up"

Response:

{
"Count": 10,
  "TicketAttachments": [
    {
      "1": {
        "DisplayName": "Sequence",
        "Value": 1001
      },
      "6": {
        "DisplayName": "File Size",
        "Value": 120743
      },
      "7": {
        "DisplayName": "File Name",
        "Value": "Serengeti_National_Park_070.jpg"
      },
      "14": {
        "DisplayName": "URL Link",
        "Value": "www.sangreti.com"
      }
    },…
]}

GET /tickets/{id}/Notes/{pageSize}/{pageNumber}

 Click here for a description.
Description

This returns all notes linked to specified ticket in JSON format

Type of call

GET
URL Syntaxhttp(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/{id}/Notes/{pageSize}/{pageNumber}
Request Authorization HeaderBearer access_token received through the Token API call.

Request Parameters

  • (required) id
    Specify the Ticket ID.
  • (required) pageSize
    Specify the page size.
  • (required) pageNumber
    Specify the pageNumber.
  • maxContentLength
    Specify the maximum length of the content. Note: To return all characters, specify negative 1 (-1).
  • SystemNote
    Specify true or false to return the System Notes.
Request BodyNone
Execution response

Returns all notes linked to a specific ticket

Important  considerations
  • You need View Assignment Notes Permission to use this Web API.
  • Data Segregation is applicable.
  • Null values are not retrieved.
  • If zero is specified for PageSize or PageNumber, all records are retrieved.
  • Rich text is displayed in plain text format.
  • SystemNote=true retrieves both System Notes and User Notes, while false only retrieves User Notes.
  • If there are no linked notes, an empty set is retrieved.
  • This Web API returns both private and public notes.
 Click here to view an example.

Example

http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/101/0/0/Notes?maxContentLength=-1&SystemNote=true

Request Authorization Header:

Bearer access_token:"ExPqpLF79Zi+vHZJIXZOGBSQVPKXlFVOfmQzMyfS7SGYJolrDAf3/LZR1qm9X+2OVY60OlEuUYOYaflcIjj7ytZ336b50mu4ieuPnx2AU2vCFgO3eqUe22Up"

Response:

{
  "Count": 3,
  "TicketNotes": [
    {
      "1": {
        "DisplayName": "Sequence",
        "Value": 1003
      },
      "2": {
        "DisplayName": "Last Modified",
        "Value": "2019-01-23T08:20:43.3030000Z"
      },
      "3": {
        "DisplayName": "Last User",
        "Value": "TECH1"
      },
      "4": {
        "DisplayName": "Seq_Group",
        "Value": 2
      },…
}}

GET /tickets/Note/{noteId}

 Click here for a description.
Description

Returns sequence, display names, and values of all fields for the specified ticket note in JSON format

Type of call

GET
URL Syntax

http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/Note/{noteId}

Request Authorization HeaderBearer access_token received through the Token API call. 

Request Parameters

Specify the Ticket Note ID.

Request BodyNone
Execution response
 Click here to see a table of the execution response values.

For the specified ticket note, the following fields can be returned:

SequenceDisplay Name of the field
1Sequence
2Last Modified
3Last User
4Seq_Group
5Note
6Ticket ID
7Date
8Seq_Technician
10Duration
11Seq_Activity Code
13Note Exists
14System Activity
15Activity Code
16Technician Name
17Inactive
24Email (To/From)
25Seq_EmailMgmt
26Note Type
27Private
28Seq_Requestor
29Requestor Name
30Activity Code Description
31Track Time
32TI11 Note ID
Important  considerations
  • You need View Ticket Notes Permission to use this Web API.
  • Data Segregation is applicable.
  • Null values are not retrieved.
  • Both System Notes and User Notes are retrieved.
 Click here to view an example.

Example

http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/Note/1001

Request Authorization Header:

Bearer access_token:"ExPqpLF79Zi+vHZJIXZOGBSQVPKXlFVOfmQzMyfS7SGYJolrDAf3/LZR1qm9X+2OVY60OlEuUYOYaflcIjj7ytZ336b50mu4ieuPnx2AU2vCFgO3eqUe22Up"

Response:

{
  "Note": [
    {
      "1": {
        "DisplayName": "Sequence",
        "Value": 1001
      },
      "2": {
        "DisplayName": "Last Modified",
        "Value": "2019-01-23T08:20:43.1530000Z"
      },
      "3": {
        "DisplayName": "Last User",
        "Value": "TECH1"
      },
      "4": {
        "DisplayName": "Seq_Group",
        "Value": 2
      },…
}}

GET /tickets/{id}/Assignments/{pageSize}/{pageNumber}

 Click here for a description.
Description

Returns all Assignments linked to specified Ticket in JSON format

Type of call

GET
URL Syntaxhttp(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/{id}/Assignments/{pageSize}/{pageNumber}
Request Authorization HeaderBearer access_token received through the Token API call. 

Request Parameters

  • (required) id
    Specify the Ticket ID.
  • (required) pageSize
    Specify the page size.
  • (required) pageNumber
    Specify the pageNumber.
Request BodyNone
Execution response

Returns the count and all assignments linked to a specified ticket

Important  considerations
  • You need View Assignment Permission to use this Web API.
  • Data Segregation is applicable.
  • Null values are not retrieved.
  • If zero is specified for PageSize or PageNumber, all records are retrieved.
  • If there are no linked assignments, an empty set is retrieved.
  • This Web API retrieves both open and closed records.
 Click here to view an example.

Example

http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/101/Assignments/0/0

Request Authorization Header:

Bearer access_token:"ExPqpLF79Zi+vHZJIXZOGBSQVPKXlFVOfmQzMyfS7SGYJolrDAf3/LZR1qm9X+2OVY60OlEuUYOYaflcIjj7ytZ336b50mu4ieuPnx2AU2vCFgO3eqUe22Up"

Response:

{
  "Count": 10,
  "Assignments": [
    {
      "1": {
        "DisplayName": "Sequence",
        "Value": 1003
      },
      "2": {
        "DisplayName": "Last Modified",
        "Value": "2019-01-23T08:20:43.3030000Z"
      },
      "3": {
        "DisplayName": "Last User",
        "Value": "TECH1"
      },
      "4": {
        "DisplayName": "Seq_Group",
        "Value": 2
      },…
}}

POST /tickets/{id}/ChangeStatus

 Click here for a description.
Description

Changes and returns the status of the specified ticket in JSON format

Type of call

POST
URL Syntaxhttp(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/{id}/ChangeStatus
Request Authorization HeaderBearer access_token received through the Token API call.

Request Parameters

(required) id

Specify the Ticker ID.

Request Body

Specify the changeStatusInput as follows:

  • StatusName
    Specify the Status Name as a string value.
  • Note Type
    Specify the Note Type as a string value.
  • Activity Code
    Specify the Activity Code as a string value.
  • Note
    Specify a string to create a User Note.
  • Private
    Specify true or false to determine the privacy for the note.
  • OptionalParams
    Specify any optional parameters when present.
{
"StatusName": "string",
"Note": {
"Note Type": "string",
"Activity Code": "string",
"Note": "string",
"Private": true,
"OptionalParams": {
"Param1": {},
"Param2": {}
}
}
}
Execution response

For the specified ticket, updates the status and adds a note.

 Click here to see a table of the execution response values.

For the specified ticket, you can return the following fields:

SequenceDisplay Name of the field
1Ticket ID
2Last Modified
3Last User
4Seq_Group
7Additional Information
8Seq_Requestor
10Seq_Assigned To
11Seq_Category
12Open Date & Time
14Seq_Location
15Seq_Department
16Seq_Open By
17Seq_Closed By
18Close Date & Time
19Callback Number
20Call Counter
22Ticket Summary
28Alternate Email ID
34Assigned To Group
36Requestor ID
37Requestor First Name
38Requestor Last Name
39Requestor Phone
40Requestor Ext.
43Requestor Title
48Closed By Technician
49Location
53Location Main Contact
65Department
66Opened By Technician
67Assigned To Technician
68Assigned To First Name
69Assigned To Last Name
70Assigned To Phone
71Assigned To Extension
72Category
75Seq_SLA
81Custom Date 1
82Custom Date 2
83Custom Integer 1
84Custom Numeric 1
85Custom Text 1
86Custom Text 2
87Custom Text 3
88Custom Text 4
89Custom Text 5
90Custom Text 6
91SLA
92SLA Description
95Seq_Status
96Status
97Status Description
100Expected Due Date & Time
102Inactive
103Clock Stop Time
106Seq_Priority
107Priority
108Duration
109First Call Resolution
110Expected Response Date & Time
111Expected Fix Date & Time
114Requestor Email Address
116Custom Look Up 1
117Custom Look Up 2
118Custom Look Up 3
119Custom Look Up 4
120Custom Look Up 5
121Custom Look Up 6
122Custom Look Up 7
123Custom Look Up 8
124Opened Group
125Closed Group
127Ticket Source
128Opened By First Name
129Opened By Last Name
130Closed By First Name
131Closed By Last Name
132Responded Date & Time
136SLA Milestones Complete
141Change ID
142Priority Duration
145Template
146Custom Date 3
147Custom Date 4
148Hourly Rate
149Requestor
150Seq_Responded By
151Responded By Technician
152Responded By First Name
153Responded By Last Name
156Charge
157Assigned To Full Name
158Solution ID
159Solution Summary
160Seq_EscalateToTechnician
161Escalate To Technician
162Escalate To Technician Email
163Total Time Spent
164Category Full Path
165TI11 WO ID
166Asset ID
167BCM Asset ID
168Asset Name
169Audit Date
170Serial Number
171Escalate To Login ID
172Change Summary
174Change Request Status
175Latest Note Date
176Change Request Status Type
177Open By Name
178Seq_Purchase Order
179Purchase Order Number
180Date Ordered
181Date Required
182Date Closed
183Total Cost
184Purchase Order Status
185Email Cc
186Email Bcc
Important  considerations
  • This API needs Edit Ticket Permission for Technician. Additionally, the following permissions may be required:
    • Permission to "Close Tickets", if you need to change the status type to Closed.
    • Permission to "Create Ticket Note", if you need to add a note.
  • Data Segregation is applicable
  • If the display names have been changed, the updated values are retrieved.
  • NULL values are not retrieved.
  • Stop the Clock from Status is applicable.
  • Rich text is displayed in plain text format.
  • If changeStatusInput is specified, then the Note Type and Activity Code are required, while Note is optional.
  • The default for the duration of the Note is zero (0).
  • You can only specify Activity Codes available for tickets.
 Click here to view an example.

Example

http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebAPI/tickets/101/ChangeStatus

Request Authorization Header:

Bearer access_token:"ExPqpLF79Zi+vHZJIXZOGBSQVPKXlFVOfmQzMyfS7SGYJolrDAf3/LZR1qm9X+2OVY60OlEuUYOYaflcIjj7ytZ336b50mu4ieuPnx2AU2vCFgO3eqUe22Up"

Request Body:

{
  "StatusName": "Escalated",
  "Note": {
    "Note Type": "Ticket Description",
    "Activity Code": "Install",
    "Note": " This is a Ticket Note added by API to change Status."
  }
}

Response:

{
"Ticket": {
"1": {
"DisplayName": "Ticket ID",
"Value": 101
},
"2": {
"DisplayName": "Last Modified",
"Value": "2019-01-23T13:06:08.7500000Z"
},
"3": {
"DisplayName": "Last User",
"Value": "TECH1"
},
"4": {
"DisplayName": "Seq_Group",
"Value": 2
},….
"96": {
"DisplayName": "Status",
"Value": "Escalated"
},…..
}
}
"TicketNote": {
"1": {
"DisplayName": "Sequence",
"Value": 1010
},
"2": {
"DisplayName": "Last Modified",
"Value": "2019-01-23T13:06:09.3370000Z"
},
"3": {
"DisplayName": "Last User",
"Value": "TECH1"
},
"4": {
"DisplayName": "Seq_Group",
"Value": 2
},
"5": {
"DisplayName": "Note",
"Value": "This is a Ticket Note added by API to change Status. "
},
"6": {
"DisplayName": "Ticket ID",
"Value": 101
}….
}
}

POST /tickets/{id}/AddNote

 Click here for a description.
Description

Creates and returns a user note linked to the specified ticket in JSON format

Type of call

POST
URL Syntaxhttp(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/{id}/AddNote
Request Authorization HeaderBearer access_token received through the Token API call.

Request Parameters

(required) id

Specify the Ticket ID.

Request Body

(required) note
Specify as follows:

  • Note Type
    Specify the Note Type as a string value.
  • Activity Code
    Specify the Activity Code as a string value.
  • Note
    Specify a string to create a User Note
  • Duration
    Specify the Duration as a string value
  • Private
    Specify true or false to determine the privacy for the note.
  • OptionalParams
    Specify any optional parameters when present.
{
"Note Type": "string",
"Activity Code": "string",
"Note": "string",
"Duration": "string",
"Private": true,
"OptionalParams": {
"Param1": {},
"Param2": {}
}
}
Execution response

Creates and returns a user note linked to a specific ticket

Important  considerations
  • You need Create Ticket Notes Permission to use this Web API.
  • Data Segregation is applicable
  • Null values are not retrieved.
  • Rich text is displayed in plain text format.
  • If Note is specified, then the Note Type and Activity Code are required.
  • You can only specify Activity Codes available for tickets.
 Click here to view an example.

Example

http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebAPI/tickets/101/AddNote 

Request Authorization Header:

Bearer access_token:"ExPqpLF79Zi+vHZJIXZOGBSQVPKXlFVOfmQzMyfS7SGYJolrDAf3/LZR1qm9X+2OVY60OlEuUYOYaflcIjj7ytZ336b50mu4ieuPnx2AU2vCFgO3eqUe22Up"

Request Body:


{
"Note Type": "Ticket Description",
"Activity Code": "Install",
"Note": "This is a ticket Note added by API",
"Duration": "00:10:00",
"OptionalParams": {
"Param1": {},
"Param2": {}
}
}

Response:

{
"Ticket": {
"1": {
"DisplayName": "Ticket ID",
"Value": 101
},
"2": {
"DisplayName": "Last Modified",
"Value": "2019-01-23T11:27:09.7970000Z"
},
"3": {
"DisplayName": "Last User",
"Value": "TECH1"
},
"4": {
"DisplayName": "Seq_Group",
"Value": 2
},…
}
"TicketNote": {
"1": {
"DisplayName": "Sequence",
"Value": 1008
},
"2": {
"DisplayName": "Last Modified",
"Value": "2019-01-23T12:40:46.6130000Z"
},
"3": {
"DisplayName": "Last User",
"Value": "SAK2"
},
"4": {
"DisplayName": "Seq_Group",
"Value": 2
},
"5": {
"DisplayName": "Note",
"Value": "This is a ticket Note added by API"
},
"6": {
"DisplayName": "Ticket ID",
"Value": 101
},
"8": {
"DisplayName": "Seq_Technician",
"Value": 1035
},
"10": {
"DisplayName": "Duration",
"Value": 600
},…..
}}

POST /tickets

 Click here for a description.
Description

Creates and returns the specified ticket in JSON format

Type of call

POST
URL Syntaxhttp(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebAPI/tickets
Request Authorization HeaderBearer access_token received through the Token API call. 

Request Parameters

None

Request Body

Specify createInput as follows:

  • (required) Properties
    Specify the properties, which are pairs of values for Field Sequence ID and Display Name
  • (optional) OptionalParams
    Specify any optional parameters when present
{
"Properties": {},
"OptionalParams": {
"Param1": {},
"Param2": {}
}
}
Execution response
 Click here to see a table of the execution response values.

For the created ticket, you can return the following fields:

SequenceDisplay Name of the field
1Ticket ID
2Last Modified
3Last User
4Seq_Group
7Additional Information
8Seq_Requestor
10Seq_Assigned To
11Seq_Category
12Open Date & Time
14Seq_Location
15Seq_Department
16Seq_Open By
17Seq_Closed By
18Close Date & Time
19Callback Number
20Call Counter
22Ticket Summary
28Alternate Email ID
34Assigned To Group
36Requestor ID
37Requestor First Name
38Requestor Last Name
39Requestor Phone
40Requestor Ext.
43Requestor Title
48Closed By Technician
49Location
53Location Main Contact
65Department
66Opened By Technician
67Assigned To Technician
68Assigned To First Name
69Assigned To Last Name
70Assigned To Phone
71Assigned To Extension
72Category
75Seq_SLA
81Custom Date 1
82Custom Date 2
83Custom Integer 1
84Custom Numeric 1
85Custom Text 1
86Custom Text 2
87Custom Text 3
88Custom Text 4
89Custom Text 5
90Custom Text 6
91SLA
92SLA Description
95Seq_Status
96Status
97Status Description
100Expected Due Date & Time
102Inactive
103Clock Stop Time
106Seq_Priority
107Priority
108Duration
109First Call Resolution
110Expected Response Date & Time
111Expected Fix Date & Time
114Requestor Email Address
116Custom Look Up 1
117Custom Look Up 2
118Custom Look Up 3
119Custom Look Up 4
120Custom Look Up 5
121Custom Look Up 6
122Custom Look Up 7
123Custom Look Up 8
124Opened Group
125Closed Group
127Ticket Source
128Opened By First Name
129Opened By Last Name
130Closed By First Name
131Closed By Last Name
132Responded Date & Time
136SLA Milestones Complete
141Change ID
142Priority Duration
145Template
146Custom Date 3
147Custom Date 4
148Hourly Rate
149Requestor
150Seq_Responded By
151Responded By Technician
152Responded By First Name
153Responded By Last Name
156Charge
157Assigned To Full Name
158Solution ID
159Solution Summary
160Seq_EscalateToTechnician
161Escalate To Technician
162Escalate To Technician Email
163Total Time Spent
164Category Full Path
165TI11 WO ID
166Asset ID
167BCM Asset ID
168Asset Name
169Audit Date
170Serial Number
171Escalate To Login ID
172Change Summary
174Change Request Status
175Latest Note Date
176Change Request Status Type
177Open By Name
178Seq_Purchase Order
179Purchase Order Number
180Date Ordered
181Date Required
182Date Closed
183Total Cost
184Purchase Order Status
185Email Cc
186Email Bcc
Important  considerations
  • You need Create Ticket Permission to use this Web API.
  • Data Segregation is applicable
  • If the display names have been changed, the updated values are retrieved.
  • Null values are not retrieved.
  • If multiple virtual fields from the same module are requested for creating the record, the last field from the list is linked.
 Click here to view an example.

Example

http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebAPI/tickets

Request Authorization Header:

Bearer access_token:"ExPqpLF79Zi+vHZJIXZOGBSQVPKXlFVOfmQzMyfS7SGYJolrDAf3/LZR1qm9X+2OVY60OlEuUYOYaflcIjj7ytZ336b50mu4ieuPnx2AU2vCFgO3eqUe22Up"

Request Body:

{
"Properties": {
"Category":"Applications",
"Additional Information": "Additional Information field is updated. "},
"OptionalParams": {
"Param1": {},
"Param2": {}
}
}

Response:

{
"Tickets": {
"1": {
"DisplayName": "Ticket ID",
"Value": 101
},
"2": {
"DisplayName": "Last Modified",
"Value": "2019-01-23T11:27:09.7970000Z"
},
"3": {
"DisplayName": "Last User",
"Value": "TECH1"
},
"4": {
"DisplayName": "Seq_Group",
"Value": 2
},
"7": {
"DisplayName": "Additional Information",
"Value": "Additional Information field is updated. "
}….
"72": {
"DisplayName": "Category",
"Value": "Applications"
},
}}

POST /tickets/{id}/Close

 Click here for a description.
Description

Changes and returns the status of the specified ticket to the default status type of Closed in JSON format.

Type of call

POST
URL Syntaxhttp(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/{id}/Close
Request Authorization HeaderBearer access_token received through the Token API call. 

Request Parameters

(required) id

Specify the Ticket ID.

Request Body

(required) closeInput

Specify as follows:

  • Note Type
    Specify the Note Type as a string value.
  • Activity Code
    Specify the Activity Code as a string value.
  • Note
    Specify a string to create a User Note.
  • Private
    Specify true or false to determine the privacy for the note.
  • OptionalParams
    Specify any optional parameters when present.
{
"Note": {
"Note Type": "string",
"Activity Code": "string",
"Note": "string",
"Private": true,
"OptionalParams": {
"Param1": {},
"Param2": {}
}
}
}
Execution response

Changes the status type of a specific ticket to closed, and returns the ticket and the note

 Click here to see a table of the execution response values.

For the specified ticket, you can return the following fields:

SequenceDisplay Name of the field
1Ticket ID
2Last Modified
3Last User
4Seq_Group
7Additional Information
8Seq_Requestor
10Seq_Assigned To
11Seq_Category
12Open Date & Time
14Seq_Location
15Seq_Department
16Seq_Open By
17Seq_Closed By
18Close Date & Time
19Callback Number
20Call Counter
22Ticket Summary
28Alternate Email ID
34Assigned To Group
36Requestor ID
37Requestor First Name
38Requestor Last Name
39Requestor Phone
40Requestor Ext.
43Requestor Title
48Closed By Technician
49Location
53Location Main Contact
65Department
66Opened By Technician
67Assigned To Technician
68Assigned To First Name
69Assigned To Last Name
70Assigned To Phone
71Assigned To Extension
72Category
75Seq_SLA
81Custom Date 1
82Custom Date 2
83Custom Integer 1
84Custom Numeric 1
85Custom Text 1
86Custom Text 2
87Custom Text 3
88Custom Text 4
89Custom Text 5
90Custom Text 6
91SLA
92SLA Description
95Seq_Status
96Status
97Status Description
100Expected Due Date & Time
102Inactive
103Clock Stop Time
106Seq_Priority
107Priority
108Duration
109First Call Resolution
110Expected Response Date & Time
111Expected Fix Date & Time
114Requestor Email Address
116Custom Look Up 1
117Custom Look Up 2
118Custom Look Up 3
119Custom Look Up 4
120Custom Look Up 5
121Custom Look Up 6
122Custom Look Up 7
123Custom Look Up 8
124Opened Group
125Closed Group
127Ticket Source
128Opened By First Name
129Opened By Last Name
130Closed By First Name
131Closed By Last Name
132Responded Date & Time
136SLA Milestones Complete
141Change ID
142Priority Duration
145Template
146Custom Date 3
147Custom Date 4
148Hourly Rate
149Requestor
150Seq_Responded By
151Responded By Technician
152Responded By First Name
153Responded By Last Name
156Charge
157Assigned To Full Name
158Solution ID
159Solution Summary
160Seq_EscalateToTechnician
161Escalate To Technician
162Escalate To Technician Email
163Total Time Spent
164Category Full Path
165TI11 WO ID
166Asset ID
167BCM Asset ID
168Asset Name
169Audit Date
170Serial Number
171Escalate To Login ID
172Change Summary
174Change Request Status
175Latest Note Date
176Change Request Status Type
177Open By Name
178Seq_Purchase Order
179Purchase Order Number
180Date Ordered
181Date Required
182Date Closed
183Total Cost
184Purchase Order Status
185Email Cc
186Email Bcc
Important  considerations
  • This Web API needs Edit Ticket Permission and Permission to Close Ticket for Technician.
  • If you want to add a note, you need Permission to Create Ticket Note.
  • Data segregation is applicable.
  • If the display names have been changed, the updated values are retrieved.
  • Null values are not retrieved.
  • Rich text is displayed in plain text format.
  • You can only specify Activity Codes available for Tickets.
 Click here to view an example.

Example

http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebAPI/tickets/101/Close

Request Authorization Header:

Bearer access_token:"ExPqpLF79Zi+vHZJIXZOGBSQVPKXlFVOfmQzMyfS7SGYJolrDAf3/LZR1qm9X+2OVY60OlEuUYOYaflcIjj7ytZ336b50mu4ieuPnx2AU2vCFgO3eqUe22Up"

Request Body:

closeInput:
{
 "Note": {
 "Note Type": "Ticket Description",
 "Activity Code": "Install",
 "Note": " This is a Ticket Note added by API to close the Ticket.",
 "OptionalParams": {
 "Param1": {},
 "Param2": {}
 }
 }
}

Response:
{
  "Ticket": {
    "1": {
      "DisplayName": "Ticket ID",
      "Value": 101
    },
    "2": {
      "DisplayName": "Last Modified",
      "Value": "2019-01-23T13:06:08.7500000Z"
    },
    "3": {
      "DisplayName": "Last User",
      "Value": "TECH1"
    },
    "4": {
      "DisplayName": "Seq_Group",
      "Value": 2
    },….
    "96": {
      "DisplayName": "Status",
      "Value": "Closed"
    },…..
}
}
"Note": {
    "1": {
      "DisplayName": "Sequence",
      "Value": 1010
    },
    "2": {
      "DisplayName": "Last Modified",
      "Value": "2019-01-23T13:06:09.3370000Z"
    },
    "3": {
      "DisplayName": "Last User",
      "Value": "SAK2"
    },
    "4": {
      "DisplayName": "Seq_Group",
      "Value": 2
    },
    "5": {
      "DisplayName": "This is a Ticket Note added by API to close the Ticket.",
      "Value": "note"
    },
    "6": {
      "DisplayName": "Ticket ID",
      "Value": 101
    }….
}
} 

POST /tickets/{id}/Delete

 Click here for a description.
Description

This deletes the specified ticket and returns the status in JSON format

Type of call

POST
URL Syntaxhttp(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/{id}/Delete
Request Authorization HeaderBearer access_token received through the Token API call. 

Request Parameters

Specify the Ticket ID.

Request BodyNone
Execution response

Deletes a specific ticket and returns the status

Important  considerations
  • You need Delete Ticket Permission to use this Web API.
  • Data Segregation is applicable.
 Click here to view an example.

Example

http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebAPI/tickets/101/Delete 

Request Authorization Header:

Bearer access_token:"ExPqpLF79Zi+vHZJIXZOGBSQVPKXlFVOfmQzMyfS7SGYJolrDAf3/LZR1qm9X+2OVY60OlEuUYOYaflcIjj7ytZ336b50mu4ieuPnx2AU2vCFgO3eqUe22Up"

Response:

{
  "success": true
}

GET /tickets/Templates

 Click here for a description.
Description

Returns all active ticket templates in JSON format

Type of call

GET
URL Syntaxhttp(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/Templates
Request Authorization HeaderBearer access_token received through the Token API call. 

Request Parameters

Specify the Ticket ID.

Request BodyNone
Execution response

Returns all active Ticket Templates

Important  considerations
  • You do not need any permissions to use this Web API.
  • You can retrieve only Active Templates.
  • Templates are retrieved based on group availability.
 Click here to view an example.

Example

http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/Templates

Request Authorization Header:

Bearer access_token:"ExPqpLF79Zi+vHZJIXZOGBSQVPKXlFVOfmQzMyfS7SGYJolrDAf3/LZR1qm9X+2OVY60OlEuUYOYaflcIjj7ytZ336b50mu4ieuPnx2AU2vCFgO3eqUe22Up"

Response:

{
"TicketTemplates": [
{
"1": {
"DisplayName": "Sequence",
"Value": 3
},
"3": {
"DisplayName": "Name",
"Value": "New Hire"
}, "4": {
"DisplayName": "Description",
"Value": "New Hire Creation"
},
"6": {
"DisplayName": "Template Data",
"Value": "<TemplateData>\r\n <RowData>\r\n <sequence>81</sequence>\r\n <datatype>nvarchar</datatype>\r\n <fkcolumn>80</fkcolumn>\r\n <fkvalue>1</fkvalue>\r\n <fieldname>Status</fieldname>\r\n <value>Open</value>\r\n </RowData>\r\n <RowData>\r\n <sequence>114</sequence>\r\n <datatype>nvarchar</datatype>\r\n <fkcolumn>113</fkcolumn>\r\n <fkvalue>3</fkvalue>\r\n <fieldname>Priority</fieldname>\r\n <value>3 - Medium</value>\r\n ……..</TemplateData>"
},
"10": {
"DisplayName": "Is Used in Self Service",
"Value": false
},…
}}





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