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Tickets API (v1.2.0)

Managing tickets, comments, topics, categories, and products in the Control panel

Tickets

To discuss any issue you have, you can create tickets to technical support. You can work with created tickets: list, get, update, close, reopen, or rate a particular ticket.

Create ticket

Creates ticket with provided data.

Authorizations:
iam_token_account_scopedstatic_token
Request Body schema: application/json
required
required
AccessLevelKeysEnum (string)

Access level of the ticket.

body_values
object or null

Variables values for templated creation (pass_to_data_center category).

categories
required
Array of strings

Client categories to create ticket with.

Array of objects or null (CategoryFieldItemRequestData)

Values for fields related to category.

comment_body
string or null

Body of the first comment on the ticket.

files
required
Array of strings <uuid> [ items <uuid > ]

List of file UUIDs from system file storage.

keystone_projects
required
Array of strings

List of IAM project IDs for which ticket will be available (project_users access level).

products
required
Array of strings

List of products.

secrets
required
Array of integers

List of secret IDs to add to the first comment on the ticket.

summary
required
string

Short description of the issue.

Responses

Request samples

Content type
application/json
{
  • "access_level": "all_users",
  • "body_values": { },
  • "categories": [
    ],
  • "category_fields": [
    ],
  • "comment_body": "string",
  • "files": [
    ],
  • "keystone_projects": [
    ],
  • "products": [
    ],
  • "secrets": [
    ],
  • "summary": "string"
}

Response samples

Content type
application/json
{
  • "access_level": "all_users",
  • "categories": [
    ],
  • "created_at": "2019-08-24T14:15:22Z",
  • "is_await_client": true,
  • "is_await_support": true,
  • "is_can_be_voted": true,
  • "is_client_read": true,
  • "is_closed_by_system": true,
  • "is_from_mailing": true,
  • "keystone_projects": [
    ],
  • "notice_id": 0,
  • "notification_categories": [
    ],
  • "number": 0,
  • "products": [
    ],
  • "split_from_ticket_number": "string",
  • "status": "in_progress",
  • "summary": "string",
  • "unread_comments_count": 0,
  • "updated_at": "2019-08-24T14:15:22Z",
  • "vote_created_at": "2019-08-24T14:15:22Z",
  • "vote_score": 0,
  • "vote_type": "plus_minus"
}

Get multiple tickets

Filters tickets with provided search parameters and returns requested page.

Authorizations:
iam_token_account_scopedstatic_token
query Parameters
page
integer
Default: 1

The current page number.

items_per_page
integer
Default: 10

Max number of items to return per page.

sort_by
string
Default: "created_at"
Enum: "created_at" "updated_at" "resolved_at" "closed_at"

Field to sort by.

sort_by_order
string
Default: "desc"
Enum: "asc" "desc"

Order to sort by.

q
string

Text-search query string.

is_only_opened
boolean

Flag to get only results with non-closed status.

is_only_closed
boolean

Flag to get only results with closed status.

is_only_abuse
boolean

Flag to get only results related to abuse issues.

access_levels
Array of strings (AccessLevelKeysEnum)
Items Enum: "all_users" "account_users" "project_users"

Filter to get only results with specific access level.

keystone_projects
Array of strings

Filter to get only results in specific IAM projects.

Responses

Response samples

Content type
application/json
{
  • "items": [
    ],
  • "items_per_page": 0,
  • "page": 0
}

Get tickets count

Returns number of tickets.

Authorizations:
iam_token_account_scopedstatic_token
query Parameters
q
string

Text-search query string.

is_only_opened
boolean

Flag to get only results with non-closed status.

is_only_closed
boolean

Flag to get only results with closed status.

is_only_abuse
boolean

Flag to get only results related to abuse issues.

access_levels
Array of strings (AccessLevelKeysEnum)
Items Enum: "all_users" "account_users" "project_users"

Filter to get only results with specific access level.

keystone_projects
Array of strings

Filter to get only results in specific IAM projects.

Responses

Response samples

Content type
application/json
{
  • "items_count": 0
}

Get ticket

Returns ticket by its number.

Authorizations:
iam_token_account_scopedstatic_token
path Parameters
number
required
integer

The number of the ticket.

Responses

Response samples

Content type
application/json
{
  • "access_level": "all_users",
  • "categories": [
    ],
  • "created_at": "2019-08-24T14:15:22Z",
  • "is_await_client": true,
  • "is_await_support": true,
  • "is_can_be_voted": true,
  • "is_client_read": true,
  • "is_closed_by_system": true,
  • "is_from_mailing": true,
  • "keystone_projects": [
    ],
  • "notice_id": 0,
  • "notification_categories": [
    ],
  • "number": 0,
  • "products": [
    ],
  • "split_from_ticket_number": "string",
  • "status": "in_progress",
  • "summary": "string",
  • "unread_comments_count": 0,
  • "updated_at": "2019-08-24T14:15:22Z",
  • "vote_created_at": "2019-08-24T14:15:22Z",
  • "vote_score": 0,
  • "vote_type": "plus_minus"
}

Update ticket

Updates ticket by its number with provided data.

Authorizations:
iam_token_account_scopedstatic_token
path Parameters
number
required
integer

The number of the ticket.

Request Body schema: application/json
required
required
AccessLevelKeysEnum (string)

New access level of the ticket.

keystone_projects
required
Array of strings

New list of IAM project ids to relate to the ticket.

Responses

Request samples

Content type
application/json
{
  • "access_level": "all_users",
  • "keystone_projects": [
    ]
}

Response samples

Content type
application/json
{
  • "access_level": "all_users",
  • "categories": [
    ],
  • "created_at": "2019-08-24T14:15:22Z",
  • "is_await_client": true,
  • "is_await_support": true,
  • "is_can_be_voted": true,
  • "is_client_read": true,
  • "is_closed_by_system": true,
  • "is_from_mailing": true,
  • "keystone_projects": [
    ],
  • "notice_id": 0,
  • "notification_categories": [
    ],
  • "number": 0,
  • "products": [
    ],
  • "split_from_ticket_number": "string",
  • "status": "in_progress",
  • "summary": "string",
  • "unread_comments_count": 0,
  • "updated_at": "2019-08-24T14:15:22Z",
  • "vote_created_at": "2019-08-24T14:15:22Z",
  • "vote_score": 0,
  • "vote_type": "plus_minus"
}

Close ticket

Closes the ticket. You will not be able to create and get comments on this ticket. You can reopen the closed ticket later.

Authorizations:
iam_token_account_scopedstatic_token
path Parameters
ticket_number
required
integer
Request Body schema: application/json
comment
string non-empty

Comment on the ticket score.

score
integer <int32> [ 1 .. 5 ]

Ticket score on a five-point scale.

Responses

Request samples

Content type
application/json
{
  • "comment": "string",
  • "score": 1
}

Response samples

Content type
application/json
{
  • "closed_at": "2019-08-24T14:15:22Z",
  • "created_at": "2019-08-24T14:15:22Z",
  • "is_client_author": true,
  • "is_client_read": true,
  • "is_closed": true,
  • "is_resolved": true,
  • "number": 0,
  • "status": {
    },
  • "status_key": "in_progress",
  • "summary": "string",
  • "updated_at": "2019-08-24T14:15:22Z",
  • "vote": {
    },
  • "access_level": "account_users",
  • "keystone_projects": [
    ],
  • "notice_id": 0,
  • "splitted_from_ticket_number": 0
}

Reopen ticket

Reopens the ticket that has been closed. You can add and get comments on the reopened ticket again.

Authorizations:
iam_token_account_scopedstatic_token
path Parameters
ticket_number
required
integer
Request Body schema: application/json
files
Array of strings <uuid> (File) [ 1 .. 10 ] items [ items <uuid > ]

Array of file UUIDs to add to reopening comment.

body
required
string [ 1 .. 50000 ] characters

Text of reopening comment.

Responses

Request samples

Content type
application/json
{
  • "files": [
    ],
  • "body": "string"
}

Response samples

Content type
application/json
{
  • "closed_at": "2019-08-24T14:15:22Z",
  • "created_at": "2019-08-24T14:15:22Z",
  • "is_client_author": true,
  • "is_client_read": true,
  • "is_closed": true,
  • "is_resolved": true,
  • "number": 0,
  • "status": {
    },
  • "status_key": "in_progress",
  • "summary": "string",
  • "updated_at": "2019-08-24T14:15:22Z",
  • "vote": {
    },
  • "access_level": "account_users",
  • "keystone_projects": [
    ],
  • "notice_id": 0,
  • "splitted_from_ticket_number": 0
}

Rate ticket

Rates how useful communication with technical support in a ticket was.

Authorizations:
iam_token_account_scopedstatic_token
path Parameters
ticket_number
required
integer
Request Body schema: application/json
comment
string non-empty

Comment to add to the vote.

score
required
integer <int32> [ 1 .. 10 ]

Score on a two-point scale (like or dislike).

Responses

Request samples

Content type
application/json
{
  • "comment": "string",
  • "score": 1
}

Response samples

Content type
application/json
{
  • "comment": "string",
  • "created_at": "2019-08-24T14:15:22Z",
  • "score": 0
}

Create ticket Deprecated

Creates a ticket to technical support.

Authorizations:
iam_token_account_scopedstatic_token
Request Body schema: application/json
files
Array of strings <uuid> (File) [ 1 .. 10 ] items [ items <uuid > ]

Files to add to the initial ticket comment.

comment_body
required
string [ 1 .. 50000 ] characters

Ticket initial comment.

summary
required
string [ 1 .. 255 ] characters

Ticket summary.

topic_key
string non-empty

Selected ticket topic.

notice_id
integer <int32>

Notice from which the ticket has to be created.

access_level
string (AccessLevel)
Enum: "account_users" "project_users" "all_users"

Access level of ticket.

keystone_projects
Array of strings (KeystoneProjects) = 1 items

Array of IAM project identifiers for which access is allowed for project_users access_level.

Responses

Request samples

Content type
application/json
{
  • "comment_body": "my first comment",
  • "summary": "new test ticket"
}

Response samples

Content type
application/json
{
  • "closed_at": "2019-08-24T14:15:22Z",
  • "created_at": "2019-08-24T14:15:22Z",
  • "is_client_author": true,
  • "is_client_read": true,
  • "is_closed": true,
  • "is_resolved": true,
  • "number": 0,
  • "status": {
    },
  • "status_key": "in_progress",
  • "summary": "string",
  • "updated_at": "2019-08-24T14:15:22Z",
  • "vote": {
    },
  • "access_level": "account_users",
  • "keystone_projects": [
    ],
  • "notice_id": 0,
  • "splitted_from_ticket_number": 0
}

List tickets Deprecated

Returns a list of tickets in the account.

Authorizations:
iam_token_account_scopedstatic_token
query Parameters
only_opened
boolean

If true, returns tickets in the Closed status.

page
integer <int32> >= 1
Default: 1

Number of the page to be returned.

only_closed
boolean

If true, only tickets in the Closed status are returned.

q
string non-empty

Search query for Full-text search of tickets.

items_per_page
integer <int32> [ 1 .. 1000 ]
Default: 10

Number of returned tickets per page.

sort_by
string
Enum: "created_at" "updated_at" "number" "summary" "status"

Name of the field used as a result sorting key.

sort_by_order
string
Enum: "asc" "desc"

A sort order.

access_level
string
Enum: "account_users" "project_users" "all_users"

User access level. Only tickets of these users are returned.

keystone_projects
Array of strings (KeystoneProjects) = 1 items

Project identifiers. Only tickets within these projects are returned.

Responses

Response samples

Content type
application/json
{
  • "item_count": 0,
  • "items": [
    ],
  • "items_per_page": 0,
  • "page": 0,
  • "page_count": 0
}

Get ticket Deprecated

Returns a ticket by its number.

Authorizations:
iam_token_account_scopedstatic_token
path Parameters
ticket_number
required
integer

Responses

Response samples

Content type
application/json
{
  • "closed_at": "2019-08-24T14:15:22Z",
  • "created_at": "2019-08-24T14:15:22Z",
  • "is_client_author": true,
  • "is_client_read": true,
  • "is_closed": true,
  • "is_resolved": true,
  • "number": 0,
  • "status": {
    },
  • "status_key": "in_progress",
  • "summary": "string",
  • "updated_at": "2019-08-24T14:15:22Z",
  • "vote": {
    },
  • "access_level": "account_users",
  • "keystone_projects": [
    ],
  • "notice_id": 0,
  • "splitted_from_ticket_number": 0
}

Update ticket Deprecated

Updates ticket properties.

Authorizations:
iam_token_account_scopedstatic_token
path Parameters
ticket_number
required
integer
Request Body schema: application/json
access_level
string (AccessLevel)
Enum: "account_users" "project_users" "all_users"

Access level of ticket.

keystone_projects
Array of strings (KeystoneProjects) = 1 items

Array of IAM project identifiers for which access is allowed for project_users access_level.

Responses

Request samples

Content type
application/json
{
  • "access_level": "account_users"
}

Response samples

Content type
application/json
{
  • "closed_at": "2019-08-24T14:15:22Z",
  • "created_at": "2019-08-24T14:15:22Z",
  • "is_client_author": true,
  • "is_client_read": true,
  • "is_closed": true,
  • "is_resolved": true,
  • "number": 0,
  • "status": {
    },
  • "status_key": "in_progress",
  • "summary": "string",
  • "updated_at": "2019-08-24T14:15:22Z",
  • "vote": {
    },
  • "access_level": "account_users",
  • "keystone_projects": [
    ],
  • "notice_id": 0,
  • "splitted_from_ticket_number": 0
}

Comments

To give you a feedback on a ticket, technical support adds comments. You can also add your comments to discuss the ticket. Besides, you can get or list comments and rate the comments added by technical support.

Add comment

Adds a comment to the ticket. You can only add comments to the tickets that are not closed.

Authorizations:
iam_token_account_scopedstatic_token
path Parameters
ticket_number
required
integer
Request Body schema: application/json
files
Array of strings <uuid> (File) [ 1 .. 10 ] items [ items <uuid > ]

Array of files to attach to a comment.

body
string [ 1 .. 50000 ] characters

Text of a comment to create.

Responses

Request samples

Content type
application/json
{
  • "body": "My second comment",
  • "files": [
    ]
}

Response samples

Content type
application/json
{
  • "files": [
    ],
  • "body": "string",
  • "id": 0,
  • "is_client_author": true,
  • "is_client_read": true,
  • "sent_at": "2019-08-24T14:15:22Z",
  • "splitted_at": "2019-08-24T14:15:22Z",
  • "splitted_to_ticket_number": 0,
  • "vote": {
    },
  • "ticket_number": 0,
  • "client_author_id": "string",
  • "admin_author": {
    }
}

List comments

Returns a list of ticket comments.

Authorizations:
iam_token_account_scopedstatic_token
path Parameters
ticket_number
required
integer

Responses

Response samples

Content type
application/json
{
  • "items": [
    ]
}

Get comment

Returns a comment by its ID.

Authorizations:
iam_token_account_scopedstatic_token
path Parameters
comment_id
required
integer

Responses

Response samples

Content type
application/json
{
  • "files": [
    ],
  • "body": "string",
  • "id": 0,
  • "is_client_author": true,
  • "is_client_read": true,
  • "sent_at": "2019-08-24T14:15:22Z",
  • "splitted_at": "2019-08-24T14:15:22Z",
  • "splitted_to_ticket_number": 0,
  • "vote": {
    },
  • "ticket_number": 0,
  • "client_author_id": "string",
  • "admin_author": {
    }
}

Rate comment

Rates a particular comment as being useful or not.

Authorizations:
iam_token_account_scopedstatic_token
path Parameters
comment_id
required
integer
Request Body schema: application/json
comment
string non-empty

Text of a comment to vote for.

score
required
integer <int32>
Enum: 1 -1

Score in two points scale of vote to add to the comment.

Responses

Request samples

Content type
application/json
{
  • "comment": "string",
  • "score": 1
}

Response samples

Content type
application/json
{
  • "comment": "string",
  • "created_at": "2019-08-24T14:15:22Z",
  • "score": 0
}

Topics

You specify a ticket topic when creating a ticket. You cannot edit a ticket topic after creating a ticket.

List topics Deprecated

Returns a list of ticket topics in the account.

Authorizations:
iam_token_account_scopedstatic_token

Responses

Response samples

Content type
application/json
{
  • "items": [
    ]
}

Categories

Supporting entity to help create tickets with specific category.

List categories

Returns list of categories for tickets.

Authorizations:
iam_token_account_scopedstatic_token
query Parameters
sort_by
string
Default: "view_priority"

Field to sort results by.

sort_by_order
string
Default: "asc"
Enum: "asc" "desc"

Order to sort results by.

is_only_active
boolean
Default: false

Flag to get only active categories.

Responses

Response samples

Content type
application/json
{
  • "items": [
    ]
}

Get category fields

Returns category fields.

Authorizations:
iam_token_account_scopedstatic_token
path Parameters
category
required
string

Category key.

Responses

Response samples

Content type
application/json
{
  • "items": [
    ]
}

Products

Supporting entity to help create tickets with specific product.

Get products

Returns multiple products to use for tickets creation.

Authorizations:
iam_token_account_scopedstatic_token
query Parameters
parent
string

Parent of subproducts to return.

sort_by
string
Default: "view_priority"

Field to sort results by.

sort_by_order
string
Default: "asc"
Enum: "asc" "desc"

Order to sort results by.

Responses

Response samples

Content type
application/json
{
  • "items": [
    ]
}