GET api/Tickets/GetTicket/{id}?plainTextOnly={plainTextOnly}

Gets Ticket's details.

Request Information

URI Parameters

NameDescriptionTypeAdditional information
id

Id or TicketREF of the Ticket.

 string

Required
plainTextOnly

(Optional, default is false) Returns messages only in plain text format (without HTML tags).

 boolean

Default value is False

Body Parameters

None.

Response Information

Resource Description

GetTicketResult
NameDescriptionTypeAdditional information
TicketId

The unique identifier of the Ticket

 integer

None.
TicketREF

The reference ID of the Ticket (e.g. REQ-000001)

 string

None.
TicketType

The type of the Ticket

 TicketTypeEnum

None.
Subject

The Subject

 string

None.
CreatedUTC

The creation time of the Ticket in UTC

 date

None.
Closed

True if the Ticket has been closed (is in the final workflow state)

 boolean

None.
ClosedUTC

The closed time of the Ticket in UTC

 date

None.
SubmitterKey

The user key of the requester

 string

None.
SubmitterFullName

The fullname of the requestor (submitter)

 string

None.
SubmitterCompany

The company of the requestor (submitter)

 integer

None.
SolverKey

User Id of ticket's solver, could be null if no solver is assigned

 string

None.
SolverFullName

The fullname of the operator (solver), if any

 string

None.
TicketState

The actual workflow state of the Ticket specific to the type of the Ticket (TIC, INC, REQ, ...)

 TicketStateEnum

None.
TicketSummaryState

The simplified Ticket's state across all ticket types

 TicketSummaryStateEnum

None.
Source

The source of the Ticket

 TicketSourceEnum

None.
TicketUserSourceId

The user source of the Ticket

 integer

None.
ServiceId

The service Id of the Ticket, if any

 integer

None.
ServiceName

The service name of the Ticket, if any

 string

None.
ResolutionText

The resolution text

 string

None.
IsPrivateMessageSupported

True if the submitter is not an operator - it makes sense to add private message for operators

 boolean

None.
AvailableTicketActions

Available workflow actions (for the logged in user) except "dialog" actions - those which needs some extra parameter

 Collection of TicketActionEnum

None.
AllAvailableTicketActions

All available workflow actions (for the logged in user) including "dialog" actions

 Collection of AvailableTicketAction

None.
UserMessages

The list of messages in the Ticket

 Collection of TicketUserMessage

None.
CustomForms

Specific data forms

 Collection of CustomFormData

None.
Priorities

The list of priorites in Ticket

 Collection of PriorityData

None.
VotesCount

Number of votes in the Ticket

 integer

None.
UserVote

True if the user has voted

 boolean

None.
CustomerName

The customer name of the Ticket, if any

 string

None.
CustomerId

The customer Id of the Ticket, if any

 integer

None.
SelectedCategories

The selected category/categories in the Ticket. More precisely these are the selected category items from their categories.

 Collection of CategoryData

None.
Slas

The list of SLAs (Service Level Agreements) for the Ticket

 Collection of Sla

None.
LastActivityDateUTC

Last update time in the Ticket, like changing state, solver, and some other predefined actions.

 date

None.
Invitations

Invitations in the Ticket. Who invited whom.

 Collection of InvitationData

None.
Satisfactions

The list of Satisfactions for the Ticket.

 Collection of SatisfactionData

None.
TicketRelations

The related tickets of the Ticket

 Collection of TicketRelationData

None.
Notes

The list of Notes for the Ticket

 Collection of NotesData

None.
Tags

The list of Tags for the Ticket.

 Collection of TagData

None.
ProductItems

The list of product items for the Ticket.

 Collection of ProductItemData

None.
ServiceMailboxId

The service mailbox Id if the ticket was created from an email.

 integer

None.

Response Formats

application/json, text/json

Sample: 
{
  "TicketId": 1,
  "TicketREF": "INC-000047",
  "TicketType": 2,
  "Subject": "My Mac is very slow",
  "CreatedUTC": "2024-12-21T10:00:53.7666485Z",
  "Closed": false,
  "ClosedUTC": null,
  "SubmitterKey": "45aab288-6dcb-406a-8d05-23ebfbb08d6a",
  "SubmitterFullName": "Jane Doe",
  "SubmitterCompany": null,
  "SolverKey": "4468365c-c258-47c4-8669-732aa44b5228",
  "SolverFullName": "Handyman",
  "TicketState": 206,
  "TicketSummaryState": 4,
  "Source": 2,
  "TicketUserSourceId": 0,
  "ServiceId": 2,
  "ServiceName": "IT Support",
  "ResolutionText": null,
  "IsPrivateMessageSupported": false,
  "AvailableTicketActions": [
    210,
    211
  ],
  "AllAvailableTicketActions": [
    {
      "TicketAction": 210,
      "ExtraParameterIsNeeded": false,
      "ConfirmationRecomended": false
    },
    {
      "TicketAction": 211,
      "ExtraParameterIsNeeded": false,
      "ConfirmationRecomended": false
    }
  ],
  "UserMessages": [
    {
      "Id": 5245,
      "CreatedUTC": "2024-12-22T02:00:53.7706516Z",
      "FirstMessage": true,
      "UserFullName": "Jane Doe",
      "UserProviderKey": "44fdea35-e52e-407a-8066-f231a2f1e6d2",
      "UserNoteBesideName": "secretary director",
      "Html": false,
      "Body": "I am not even able to open some Excel documents within 5 minutes.",
      "Edited": false,
      "EditedTimeUTC": null,
      "BodyOriginal": null,
      "BodyHtmlOriginal": null,
      "Deleted": false,
      "Private": false,
      "IsMobileDevice": false,
      "Attachments": null,
      "HtmlBodyContainsMedia": false,
      "CanEdit": true,
      "CanDelete": true,
      "CanSplit": false,
      "User": null
    }
  ],
  "CustomForms": null,
  "Priorities": null,
  "VotesCount": 0,
  "UserVote": false,
  "CustomerName": null,
  "CustomerId": null,
  "SelectedCategories": null,
  "Slas": [
    {
      "Id": 3,
      "Name": "My SLA",
      "Description": null,
      "SlaType": 2,
      "Counters": [
        {
          "Active": false,
          "HistoryIndex": 0,
          "IsLastIndex": true,
          "StartUtc": "2024-12-21T23:51:53.7716528Z",
          "EndUtc": "2024-12-22T00:03:53.7716528Z",
          "SlaGoalTimeOut": "01:00:00",
          "TimeLeft": "00:48:00",
          "Satisfied": true,
          "TicketSlaState": 3
        }
      ]
    }
  ],
  "LastActivityDateUTC": "2024-12-22T01:39:32.1666485Z",
  "Invitations": [
    {
      "InitiatorUserProviderKey": "c24c9bba-a500-4695-a10e-46e74db7c01d",
      "InitiatorFullName": "Manager",
      "InvitedUserProviderKey": "c55bfc5a-36fd-457e-90f9-ffbe8f19b193",
      "InvitedFullName": "Some other guy",
      "CreatedUtc": "2024-12-21T19:40:54.9726536Z"
    }
  ],
  "Satisfactions": null,
  "TicketRelations": null,
  "Notes": null,
  "Tags": [
    {
      "Id": 1,
      "Name": "Sample tag",
      "Static": true,
      "Color": "#ffffff",
      "Type": 1
    },
    {
      "Id": 2,
      "Name": "Sample 2",
      "Static": true,
      "Color": "#fafafa",
      "Type": 1
    }
  ],
  "ProductItems": null,
  "ServiceMailboxId": null
}

application/xml, text/xml

Sample: 
<GetTicketResult xmlns:i="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://schemas.datacontract.org/2004/07/RequestorApiDataStructures.Results">
  <AllAvailableTicketActions>
    <GetTicketResult.AvailableTicketAction>
      <ConfirmationRecomended>false</ConfirmationRecomended>
      <ExtraParameterIsNeeded>false</ExtraParameterIsNeeded>
      <TicketAction>IncidentConfirmCompletion</TicketAction>
    </GetTicketResult.AvailableTicketAction>
    <GetTicketResult.AvailableTicketAction>
      <ConfirmationRecomended>false</ConfirmationRecomended>
      <ExtraParameterIsNeeded>false</ExtraParameterIsNeeded>
      <TicketAction>IncidentFinishSolution</TicketAction>
    </GetTicketResult.AvailableTicketAction>
  </AllAvailableTicketActions>
  <AvailableTicketActions xmlns:d2p1="http://schemas.datacontract.org/2004/07/Requestor.Application.Core.Tickets">
    <d2p1:TicketActionEnum>IncidentConfirmCompletion</d2p1:TicketActionEnum>
    <d2p1:TicketActionEnum>IncidentFinishSolution</d2p1:TicketActionEnum>
  </AvailableTicketActions>
  <Closed>false</Closed>
  <ClosedUTC i:nil="true" />
  <CreatedUTC>2024-12-21T10:00:53.7666485Z</CreatedUTC>
  <CustomForms i:nil="true" />
  <CustomerId i:nil="true" />
  <CustomerName i:nil="true" />
  <Invitations xmlns:d2p1="http://schemas.datacontract.org/2004/07/RequestorApiDataStructures.DataStructures">
    <d2p1:InvitationData>
      <d2p1:CreatedUtc>2024-12-21T19:40:54.9726536Z</d2p1:CreatedUtc>
      <d2p1:InitiatorFullName>Manager</d2p1:InitiatorFullName>
      <d2p1:InitiatorUserProviderKey>c24c9bba-a500-4695-a10e-46e74db7c01d</d2p1:InitiatorUserProviderKey>
      <d2p1:InvitedFullName>Some other guy</d2p1:InvitedFullName>
      <d2p1:InvitedUserProviderKey>c55bfc5a-36fd-457e-90f9-ffbe8f19b193</d2p1:InvitedUserProviderKey>
    </d2p1:InvitationData>
  </Invitations>
  <IsPrivateMessageSupported>false</IsPrivateMessageSupported>
  <LastActivityDateUTC>2024-12-22T01:39:32.1666485Z</LastActivityDateUTC>
  <Notes xmlns:d2p1="http://schemas.datacontract.org/2004/07/RequestorApiDataStructures.DataStructures" i:nil="true" />
  <Priorities i:nil="true" />
  <ProductItems xmlns:d2p1="http://schemas.datacontract.org/2004/07/RequestorApiDataStructures.DataStructures" i:nil="true" />
  <ResolutionText i:nil="true" />
  <Satisfactions xmlns:d2p1="http://schemas.datacontract.org/2004/07/RequestorApiDataStructures.DataStructures" i:nil="true" />
  <SelectedCategories xmlns:d2p1="http://schemas.datacontract.org/2004/07/RequestorApiDataStructures.DataStructures" i:nil="true" />
  <ServiceId>2</ServiceId>
  <ServiceMailboxId i:nil="true" />
  <ServiceName>IT Support</ServiceName>
  <Slas>
    <GetTicketResult.Sla>
      <Counters>
        <GetTicketResult.Sla.Counter>
          <Active>false</Active>
          <EndUtc>2024-12-22T00:03:53.7716528Z</EndUtc>
          <HistoryIndex>0</HistoryIndex>
          <IsLastIndex>true</IsLastIndex>
          <Satisfied>true</Satisfied>
          <SlaGoalTimeOut>PT1H</SlaGoalTimeOut>
          <StartUtc>2024-12-21T23:51:53.7716528Z</StartUtc>
          <TicketSlaState>Finished</TicketSlaState>
          <TimeLeft>PT48M</TimeLeft>
        </GetTicketResult.Sla.Counter>
      </Counters>
      <Description i:nil="true" />
      <Id>3</Id>
      <Name>My SLA</Name>
      <SlaType>ResolutionTime</SlaType>
    </GetTicketResult.Sla>
  </Slas>
  <SolverFullName>Handyman</SolverFullName>
  <SolverKey>4468365c-c258-47c4-8669-732aa44b5228</SolverKey>
  <Source>Email</Source>
  <Subject>My Mac is very slow</Subject>
  <SubmitterCompany i:nil="true" />
  <SubmitterFullName>Jane Doe</SubmitterFullName>
  <SubmitterKey>45aab288-6dcb-406a-8d05-23ebfbb08d6a</SubmitterKey>
  <Tags xmlns:d2p1="http://schemas.datacontract.org/2004/07/RequestorApiDataStructures.DataStructures">
    <d2p1:TagData>
      <d2p1:Color>#ffffff</d2p1:Color>
      <d2p1:Id>1</d2p1:Id>
      <d2p1:Name>Sample tag</d2p1:Name>
      <d2p1:Static>true</d2p1:Static>
      <d2p1:Type>Ticket</d2p1:Type>
    </d2p1:TagData>
    <d2p1:TagData>
      <d2p1:Color>#fafafa</d2p1:Color>
      <d2p1:Id>2</d2p1:Id>
      <d2p1:Name>Sample 2</d2p1:Name>
      <d2p1:Static>true</d2p1:Static>
      <d2p1:Type>Ticket</d2p1:Type>
    </d2p1:TagData>
  </Tags>
  <TicketId>1</TicketId>
  <TicketREF>INC-000047</TicketREF>
  <TicketRelations xmlns:d2p1="http://schemas.datacontract.org/2004/07/RequestorApiDataStructures.DataStructures" i:nil="true" />
  <TicketState>IncidentSuspended</TicketState>
  <TicketSummaryState>WaitingForSubmitterResponse</TicketSummaryState>
  <TicketType>Incident</TicketType>
  <TicketUserSourceId>0</TicketUserSourceId>
  <UserMessages>
    <GetTicketResult.TicketUserMessage>
      <Attachments i:nil="true" />
      <Body>I am not even able to open some Excel documents within 5 minutes.</Body>
      <BodyHtmlOriginal i:nil="true" />
      <BodyOriginal i:nil="true" />
      <CanDelete>true</CanDelete>
      <CanEdit>true</CanEdit>
      <CanSplit>false</CanSplit>
      <CreatedUTC>2024-12-22T02:00:53.7706516Z</CreatedUTC>
      <Deleted>false</Deleted>
      <Edited>false</Edited>
      <EditedTimeUTC i:nil="true" />
      <FirstMessage>true</FirstMessage>
      <Html>false</Html>
      <HtmlBodyContainsMedia>false</HtmlBodyContainsMedia>
      <Id>5245</Id>
      <IsMobileDevice>false</IsMobileDevice>
      <Private>false</Private>
      <User i:nil="true" />
      <UserFullName>Jane Doe</UserFullName>
      <UserNoteBesideName>secretary director</UserNoteBesideName>
      <UserProviderKey>44fdea35-e52e-407a-8066-f231a2f1e6d2</UserProviderKey>
    </GetTicketResult.TicketUserMessage>
  </UserMessages>
  <UserVote>false</UserVote>
  <VotesCount>0</VotesCount>
</GetTicketResult>