Manage Tickets

Update and Get details of a ticket of given type.

Notes

  • For an incident. /api/v2/tenants/{clientId}/incidents/INC0000000104
  • For service request. /api/v2/tenants/{clientId}/serviceRequests/SRQ0000000099
  • For a problem record. /api/v2/tenants/{clientId}/problems/PRB0000000250
  • For change request. /api/v2/tenants/{clientId}/changeRequests/CHG0000000226
  • For a task. /api/v2/tenants/{clientId}/tasks/TASK0000000252
  • For a timebound. /api/v2/tenants/{clientId}/timeBoundRequests/TBT0000000307
  • When you send empty data within the attributes, the associated data becomes unassigned. For example, if you pass an empty array in the resourceDetails attribute (like {"resourceDetails":[]}) the system interprets it as no data being provided for that attribute. As a result, the system will treat resourceDetails as unassigned.

Path Parameters

  • ticketIdstringrequired

    Unique Identifier (UUID) for incidents,service requests,problem universall called as tickets

  • ticketEntitystringrequired

    Supported service desk entity.These are case sensitive.

    Enum:
    incidentsproblemsserviceRequeststimeBoundRequestschangeRequeststasks
  • clientIdstringrequired

    Describes the clientId of the tenant

Responses

  • idstring

  • subjectstring

    Ticket subject.

  • descriptionstring

    Ticket description.

  • alertIdsarray of strings

    The list of alert ids attached to the incident.

  • allowedStatusarray

  • assignedUserobject

  • assigneeGroupobject

  • attachedArticlesarray

  • attachedRequestsarray

    Attach service requests to an incident. Use the search service requests to get list of service requests in a client.

  • attachmentsarray

    Attach files related to the change request. Convert attachment files to byte stream with base64-encoding. The file size limit of an attachment is 50 MB.

  • businessImpactobject

    Incident ticket type attributes

  • categoryobject

    Add the change request under a category. Use the get API to get the list of categories.

  • ccstring

    Cc email.

  • changePlanstring

    Description of the change plan.

  • changeTypestring

    Normal or Emergency depending on the Priority of a change request. For example, create a change type Emergency for change requests that must be processed immediately or if Priority of a request is High.

  • changeRequestobject

    Attach a problem or change request related to the incident. Only a single change request or problem can be attached to an incident.

  • channelIdstring

  • clientobject

  • closedsummarystring

  • createdDatestring

  • createdUserobject

  • customFieldsarray

  • dueDatestring

    Due date for incident type tickets.

  • extTicketIdstring

    Attach third party ticket ID.

  • knowledgeArticleIdsarray of strings

    Attach knowledge base articles related to the change request for further reference. To get a knowledge base article ID: 1. Log into OpsRamp. 2. Click Knowledge Base. 3. Select the required article and then copy the article ID. 4. Provide the article ID in "knowledgeArticleIds" field. Example: "knowledgeArticleIds": 25, 16.

  • locationstring

  • notesstring

  • oldPrioritystring

  • oldStatusstring

  • parentIdstring

    Attach incident. Provide the incident ID as an attachment.

  • participantUsersarray

  • plannedEndstring

  • plannedStartstring

  • policyobject

  • prioritystring

    Ticket priority with supported priority values: Low, Normal, High, Urgent, and Very Low.

  • priorityUpdatedByobject

  • priorityUpdatedDatestring

  • problemobject

    Attach a problem or change request related to the incident. Only a single change request or problem can be attached to an incident.

  • reOpenCountinteger

  • requesterobject

  • resolutionsummarystring

  • resolveDatestring

  • resourcesarray

  • rollbackPlanstring

    Description of roll back plan.

  • scheduleobject

    Time bound tickets schedule.

  • serviceRestoreDatestring

  • slaDetailsobject

  • sourcestring

  • sourceEntityTypestring

  • sourceEntityTypeIdstring

  • sourcePolicyTypestring

  • sourcePolicyTypeIdstring

  • statusstring

  • statusFlowarray

  • statusUpdatedByobject

  • statusUpdatedDatestring

  • subCategoryobject

    Add the change request under a sub-category. Use get categories to get the list of sub-categories.

  • tagsstring

  • testPlanstring

    Description of test plan.

  • ticketArisedTimestring

  • toEmailstring

    Email address of the user. An email notification is sent to the user.

  • updatedDatestring

  • urgencyobject

  • workEndstring

  • workStartstring

  • notifyRosterobject

    Roster defined for incident ticket type only

  • intAppNamesAndExtTicketIdsobject

    Object containing the mapping between integration application names and external ticket IDs.

Loading Examples...

Path Parameters

  • ticketIdstringrequired

    Unique Identifier (UUID) for incidents,service requests,problem universall called as tickets

  • ticketEntitystringrequired

    Supported service desk entity.These are case sensitive.

    Enum:
    incidentsproblemsserviceRequeststimeBoundRequestschangeRequeststasks
  • clientIdstringrequired

    Describes the clientId of the tenant

Request Body

application/json

  • idstring

  • subjectstring

    Ticket subject.

  • descriptionstring

    Ticket description.

  • alertIdsarray of strings

    The list of alert ids attached to the incident.

  • allowedStatusarray

  • assignedUserobject

  • assigneeGroupobject

  • attachedArticlesarray

  • attachedRequestsarray

    Attach service requests to an incident. Use the search service requests to get list of service requests in a client.

  • attachmentsarray

    Attach files related to the change request. Convert attachment files to byte stream with base64-encoding. The file size limit of an attachment is 50 MB.

  • businessImpactobject

    Incident ticket type attributes

  • categoryobject

    Add the change request under a category. Use the get API to get the list of categories.

  • ccstring

    Cc email.

  • changePlanstring

    Description of the change plan.

  • changeTypestring

    Normal or Emergency depending on the Priority of a change request. For example, create a change type Emergency for change requests that must be processed immediately or if Priority of a request is High.

  • changeRequestobject

    Attach a problem or change request related to the incident. Only a single change request or problem can be attached to an incident.

  • channelIdstring

  • clientobject

  • closedsummarystring

  • createdDatestring

  • createdUserobject

  • customFieldsarray

  • dueDatestring

    Due date for incident type tickets.

  • extTicketIdstring

    Attach third party ticket ID.

  • knowledgeArticleIdsarray of strings

    Attach knowledge base articles related to the change request for further reference. To get a knowledge base article ID: 1. Log into OpsRamp. 2. Click Knowledge Base. 3. Select the required article and then copy the article ID. 4. Provide the article ID in "knowledgeArticleIds" field. Example: "knowledgeArticleIds": 25, 16.

  • locationstring

  • notesstring

  • oldPrioritystring

  • oldStatusstring

  • parentIdstring

    Attach incident. Provide the incident ID as an attachment.

  • participantUsersarray

  • plannedEndstring

  • plannedStartstring

  • policyobject

  • prioritystring

    Ticket priority with supported priority values: Low, Normal, High, Urgent, and Very Low.

  • priorityUpdatedByobject

  • priorityUpdatedDatestring

  • problemobject

    Attach a problem or change request related to the incident. Only a single change request or problem can be attached to an incident.

  • reOpenCountinteger

  • requesterobject

  • resolutionsummarystring

  • resolveDatestring

  • resourcesarray

  • rollbackPlanstring

    Description of roll back plan.

  • scheduleobject

    Time bound tickets schedule.

  • serviceRestoreDatestring

  • slaDetailsobject

  • sourcestring

  • sourceEntityTypestring

  • sourceEntityTypeIdstring

  • sourcePolicyTypestring

  • sourcePolicyTypeIdstring

  • statusstring

  • statusFlowarray

  • statusUpdatedByobject

  • statusUpdatedDatestring

  • subCategoryobject

    Add the change request under a sub-category. Use get categories to get the list of sub-categories.

  • tagsstring

  • testPlanstring

    Description of test plan.

  • ticketArisedTimestring

  • toEmailstring

    Email address of the user. An email notification is sent to the user.

  • updatedDatestring

  • urgencyobject

  • workEndstring

  • workStartstring

  • notifyRosterobject

    Roster defined for incident ticket type only

  • intAppNamesAndExtTicketIdsobject

    Object containing the mapping between integration application names and external ticket IDs.

Loading Examples...

Responses

  • idstring

  • subjectstring

    Ticket subject.

  • descriptionstring

    Ticket description.

  • alertIdsarray of strings

    The list of alert ids attached to the incident.

  • allowedStatusarray

  • assignedUserobject

  • assigneeGroupobject

  • attachedArticlesarray

  • attachedRequestsarray

    Attach service requests to an incident. Use the search service requests to get list of service requests in a client.

  • attachmentsarray

    Attach files related to the change request. Convert attachment files to byte stream with base64-encoding. The file size limit of an attachment is 50 MB.

  • businessImpactobject

    Incident ticket type attributes

  • categoryobject

    Add the change request under a category. Use the get API to get the list of categories.

  • ccstring

    Cc email.

  • changePlanstring

    Description of the change plan.

  • changeTypestring

    Normal or Emergency depending on the Priority of a change request. For example, create a change type Emergency for change requests that must be processed immediately or if Priority of a request is High.

  • changeRequestobject

    Attach a problem or change request related to the incident. Only a single change request or problem can be attached to an incident.

  • channelIdstring

  • clientobject

  • closedsummarystring

  • createdDatestring

  • createdUserobject

  • customFieldsarray

  • dueDatestring

    Due date for incident type tickets.

  • extTicketIdstring

    Attach third party ticket ID.

  • knowledgeArticleIdsarray of strings

    Attach knowledge base articles related to the change request for further reference. To get a knowledge base article ID: 1. Log into OpsRamp. 2. Click Knowledge Base. 3. Select the required article and then copy the article ID. 4. Provide the article ID in "knowledgeArticleIds" field. Example: "knowledgeArticleIds": 25, 16.

  • locationstring

  • notesstring

  • oldPrioritystring

  • oldStatusstring

  • parentIdstring

    Attach incident. Provide the incident ID as an attachment.

  • participantUsersarray

  • plannedEndstring

  • plannedStartstring

  • policyobject

  • prioritystring

    Ticket priority with supported priority values: Low, Normal, High, Urgent, and Very Low.

  • priorityUpdatedByobject

  • priorityUpdatedDatestring

  • problemobject

    Attach a problem or change request related to the incident. Only a single change request or problem can be attached to an incident.

  • reOpenCountinteger

  • requesterobject

  • resolutionsummarystring

  • resolveDatestring

  • resourcesarray

  • rollbackPlanstring

    Description of roll back plan.

  • scheduleobject

    Time bound tickets schedule.

  • serviceRestoreDatestring

  • slaDetailsobject

  • sourcestring

  • sourceEntityTypestring

  • sourceEntityTypeIdstring

  • sourcePolicyTypestring

  • sourcePolicyTypeIdstring

  • statusstring

  • statusFlowarray

  • statusUpdatedByobject

  • statusUpdatedDatestring

  • subCategoryobject

    Add the change request under a sub-category. Use get categories to get the list of sub-categories.

  • tagsstring

  • testPlanstring

    Description of test plan.

  • ticketArisedTimestring

  • toEmailstring

    Email address of the user. An email notification is sent to the user.

  • updatedDatestring

  • urgencyobject

  • workEndstring

  • workStartstring

  • notifyRosterobject

    Roster defined for incident ticket type only

  • intAppNamesAndExtTicketIdsobject

    Object containing the mapping between integration application names and external ticket IDs.

Loading Examples...