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 Syntax

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

Request Authorization Header

Bearer access_token received through the Token API call.

Request Parameters

Specify the Ticket ID

Request Body

None

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:

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

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

Request Authorization Header

Bearer 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": {}
}
}

Important

When you use this API to close a ticket with the condition that a resolution note is required on close, you must add a Note object under the OptionalParams.

{
  "Properties": {},
  "OptionalParams": {
    "Note": {
      "Note Type": "string",
      "Activity Code": "string",
      "Note": "string",
      "Duration": "string",
      "OptionalParams": {
        "Param1": {},
        "Param2": {}
      }
    },
    "Param1": {},
    "Param2": {}
  }
}

OptionalParams are not required for any other action.

Click here to see a table of the fields you can update.

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

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

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

Important considerations

None

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 Syntax	http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/{id}/Attachments/{pageSize}/{pageNumber}
Request Authorization Header	Bearer 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 Body	None
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 Syntax	http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/{id}/Notes/{pageSize}/{pageNumber}
Request Authorization Header	Bearer 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 Body	None
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 Header

Bearer access_token received through the Token API call.

Request Parameters

Specify the Ticket Note ID.

Request Body

None

Execution response

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

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

Sequence	Display Name of the field
1	Sequence
2	Last Modified
3	Last User
4	Seq_Group
5	Note
6	Ticket ID
7	Date
8	Seq_Technician
10	Duration
11	Seq_Activity Code
13	Note Exists
14	System Activity
15	Activity Code
16	Technician Name
17	Inactive
24	Email (To/From)
25	Seq_EmailMgmt
26	Note Type
27	Private
28	Seq_Requestor
29	Requestor Name
30	Activity Code Description
31	Track Time
32	TI11 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 Syntax	http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/{id}/Assignments/{pageSize}/{pageNumber}
Request Authorization Header	Bearer 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 Body	None
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 Syntax

http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/{id}/ChangeStatus

Request Authorization Header

Bearer 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
Optional parameters are not required for this API. You can leave these values empty.

{
"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:

Sequence	Display Name of the field
1	Ticket ID
2	Last Modified
3	Last User
4	Seq_Group
7	Additional Information
8	Seq_Requestor
10	Seq_Assigned To
11	Seq_Category
12	Open Date & Time
14	Seq_Location
15	Seq_Department
16	Seq_Open By
17	Seq_Closed By
18	Close Date & Time
19	Callback Number
20	Call Counter
22	Ticket Summary
28	Alternate Email ID
34	Assigned To Group
36	Requestor ID
37	Requestor First Name
38	Requestor Last Name
39	Requestor Phone
40	Requestor Ext.
43	Requestor Title
48	Closed By Technician
49	Location
53	Location Main Contact
65	Department
66	Opened By Technician
67	Assigned To Technician
68	Assigned To First Name
69	Assigned To Last Name
70	Assigned To Phone
71	Assigned To Extension
72	Category
75	Seq_SLA
81	Custom Date 1
82	Custom Date 2
83	Custom Integer 1
84	Custom Numeric 1
85	Custom Text 1
86	Custom Text 2
87	Custom Text 3
88	Custom Text 4
89	Custom Text 5
90	Custom Text 6
91	SLA
92	SLA Description
95	Seq_Status
96	Status
97	Status Description
100	Expected Due Date & Time
102	Inactive
103	Clock Stop Time
106	Seq_Priority
107	Priority
108	Duration
109	First Call Resolution
110	Expected Response Date & Time
111	Expected Fix Date & Time
114	Requestor Email Address
116	Custom Look Up 1
117	Custom Look Up 2
118	Custom Look Up 3
119	Custom Look Up 4
120	Custom Look Up 5
121	Custom Look Up 6
122	Custom Look Up 7
123	Custom Look Up 8
124	Opened Group
125	Closed Group
127	Ticket Source
128	Opened By First Name
129	Opened By Last Name
130	Closed By First Name
131	Closed By Last Name
132	Responded Date & Time
136	SLA Milestones Complete
141	Change ID
142	Priority Duration
145	Template
146	Custom Date 3
147	Custom Date 4
148	Hourly Rate
149	Requestor
150	Seq_Responded By
151	Responded By Technician
152	Responded By First Name
153	Responded By Last Name
156	Charge
157	Assigned To Full Name
158	Solution ID
159	Solution Summary
160	Seq_EscalateToTechnician
161	Escalate To Technician
162	Escalate To Technician Email
163	Total Time Spent
164	Category Full Path
165	TI11 WO ID
166	Asset ID
167	BCM Asset ID
168	Asset Name
169	Audit Date
170	Serial Number
171	Escalate To Login ID
172	Change Summary
174	Change Request Status
175	Latest Note Date
176	Change Request Status Type
177	Open By Name
178	Seq_Purchase Order
179	Purchase Order Number
180	Date Ordered
181	Date Required
182	Date Closed
183	Total Cost
184	Purchase Order Status
185	Email Cc
186	Email 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 Syntax	http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/{id}/AddNote
Request Authorization Header	Bearer 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 Optional parameters are not required for this API. You can leave these values empty. { "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 Syntax

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

Request Authorization Header

Bearer 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
Optional parameters are not required for this API. You can leave these values empty.

{
"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:

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

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 Syntax

http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/{id}/Close

Request Authorization Header

Bearer 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
Optional parameters are not required for this API. You can leave these values empty.

{
"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:

Sequence	Display Name of the field
1	Ticket ID
2	Last Modified
3	Last User
4	Seq_Group
7	Additional Information
8	Seq_Requestor
10	Seq_Assigned To
11	Seq_Category
12	Open Date & Time
14	Seq_Location
15	Seq_Department
16	Seq_Open By
17	Seq_Closed By
18	Close Date & Time
19	Callback Number
20	Call Counter
22	Ticket Summary
28	Alternate Email ID
34	Assigned To Group
36	Requestor ID
37	Requestor First Name
38	Requestor Last Name
39	Requestor Phone
40	Requestor Ext.
43	Requestor Title
48	Closed By Technician
49	Location
53	Location Main Contact
65	Department
66	Opened By Technician
67	Assigned To Technician
68	Assigned To First Name
69	Assigned To Last Name
70	Assigned To Phone
71	Assigned To Extension
72	Category
75	Seq_SLA
81	Custom Date 1
82	Custom Date 2
83	Custom Integer 1
84	Custom Numeric 1
85	Custom Text 1
86	Custom Text 2
87	Custom Text 3
88	Custom Text 4
89	Custom Text 5
90	Custom Text 6
91	SLA
92	SLA Description
95	Seq_Status
96	Status
97	Status Description
100	Expected Due Date & Time
102	Inactive
103	Clock Stop Time
106	Seq_Priority
107	Priority
108	Duration
109	First Call Resolution
110	Expected Response Date & Time
111	Expected Fix Date & Time
114	Requestor Email Address
116	Custom Look Up 1
117	Custom Look Up 2
118	Custom Look Up 3
119	Custom Look Up 4
120	Custom Look Up 5
121	Custom Look Up 6
122	Custom Look Up 7
123	Custom Look Up 8
124	Opened Group
125	Closed Group
127	Ticket Source
128	Opened By First Name
129	Opened By Last Name
130	Closed By First Name
131	Closed By Last Name
132	Responded Date & Time
136	SLA Milestones Complete
141	Change ID
142	Priority Duration
145	Template
146	Custom Date 3
147	Custom Date 4
148	Hourly Rate
149	Requestor
150	Seq_Responded By
151	Responded By Technician
152	Responded By First Name
153	Responded By Last Name
156	Charge
157	Assigned To Full Name
158	Solution ID
159	Solution Summary
160	Seq_EscalateToTechnician
161	Escalate To Technician
162	Escalate To Technician Email
163	Total Time Spent
164	Category Full Path
165	TI11 WO ID
166	Asset ID
167	BCM Asset ID
168	Asset Name
169	Audit Date
170	Serial Number
171	Escalate To Login ID
172	Change Summary
174	Change Request Status
175	Latest Note Date
176	Change Request Status Type
177	Open By Name
178	Seq_Purchase Order
179	Purchase Order Number
180	Date Ordered
181	Date Required
182	Date Closed
183	Total Cost
184	Purchase Order Status
185	Email Cc
186	Email 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 Syntax	http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/{id}/Delete
Request Authorization Header	Bearer access_token received through the Token API call.
Request Parameters	Specify the Ticket ID.
Request Body	None
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 Syntax	http(s)://<servernameOrIP>/<trackitvirtuadirectory>/WebApi/tickets/Templates
Request Authorization Header	Bearer access_token received through the Token API call.
Request Parameters	Specify the Ticket ID.
Request Body	None
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
},…
}}

Ticket Web APIs

GET /tickets/{id}

POST /tickets/{id}

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

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

GET /tickets/Note/{noteId}

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

POST /tickets/{id}/ChangeStatus

POST /tickets/{id}/AddNote

POST /tickets

POST /tickets/{id}/Close

POST /tickets/{id}/Delete

GET /tickets/Templates

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