Name (singular): | Ticket |
Name (plural): | Tickets |
Alias (uri): | ticket |
Identifier (ID): | cerberusweb.contexts.ticket |
Records API
These fields are available in the Records API and packages:
Req’d | Field | Type | Notes |
---|---|---|---|
bucket |
text | The bucket name of the ticket; alternative to bucket_id . If used, a group or group_id must also be provided at the same time. |
|
bucket_id |
number | The ID of the bucket containing this ticket | |
closed |
timestamp | The date/time this ticket was first set to status closed |
|
created |
timestamp | The date/time when this record was created | |
fieldsets |
fieldsets | An array or comma-separated list of custom fieldset IDs. Prefix an ID with - to remove. |
|
group |
text | The group of the ticket; alternative to group_id |
|
x | group_id |
number | The ID of the group containing this ticket |
importance |
number | A number from 0 (least) to 100 (most) |
|
last_opened_at |
timestamp | ||
links |
links | An array of record type:id tuples to link to. Prefix with - to unlink. |
|
mask |
text | The randomized reference number for this ticket; auto-generated if blank | |
org |
text | The exact name of the organization linked to this ticket; alternative to org_id |
|
org_id |
number | The ID of the organization linked to this ticket; alternative to org |
|
owner_id |
number | The ID of the worker responsible for this ticket | |
participant_ids |
text | A comma-separated list of email addresses IDs to add or remove as participants. Prefix an ID with - to remove |
|
participants |
text | A comma-separated list of email addresses to add as participants | |
reopen_date |
timestamp | If status waiting , the date/time to automatically change the status back to open |
|
spam_score |
float | 0.0001 (not spam) to 0.9999 (spam); automatically generated |
|
spam_training |
text | S (spam), N (not spam); blank for non-trained |
|
status |
text | o (open), w (waiting), c (closed), d (deleted); alternative to status_id |
|
status_id |
number | 0 (open), 1 (waiting), 2 (closed), 3 (deleted); alternative to status |
|
x | subject |
text | The subject of the ticket |
updated |
timestamp | The date/time when this record was last modified |
Dictionary Placeholders
These placeholders are available in dictionaries for automations, snippets, and API responses:
Field | Type | Description |
---|---|---|
_context |
text | Record type extension ID |
_label |
text | Label |
_type |
text | Record type alias |
bucket_ |
record | Bucket |
closed |
date | Closed |
created |
date | Created |
elapsed_resolution_first |
seconds | First Resolution |
elapsed_response_first |
seconds | First Response |
elapsed_status_open |
seconds | Time Spent Open |
group_ |
record | Group |
id |
number | Id |
importance |
number | Importance |
initial_message_ |
record | Initial Message |
initial_response_message_ |
record | Initial Response Message |
latest_message_ |
record | Latest Message |
mask |
text | Mask |
num_messages |
number | # Messages |
num_messages_in |
number | # Messages In |
num_messages_out |
number | # Messages Out |
org_ |
record | Org |
owner_ |
record | Owner |
reopen_date |
date | Reopen At |
spam_score |
percent | Spam Score |
spam_training |
text | Spam Training |
status |
text | Status |
subject |
text | Subject |
updated |
date | Updated |
url |
text | Url |
These optional placeholders are also available with key expansion in dictionaries and the API:
Field | Type | Description |
---|---|---|
_messages |
records | Messages |
attachments |
attachments | Attachments |
comment_count |
number | Comment count on the record |
comments |
comments | Comments |
custom_<id> |
mixed | Custom Fields |
latest_incoming_activity |
date | Latest Incoming Activity |
latest_outgoing_activity |
date | Latest Outgoing Activity |
links |
links | Links |
participants |
records | Participants |
requester_emails |
text | Requester Emails (Comma-Separated) |
requesters |
hashmap | Requesters |
signature |
text | Signature |
watchers |
watchers | Watchers |
Search Query Fields
These filters are available in ticket search queries:
Field | Type | Description |
---|---|---|
bucket: |
record | Bucket |
bucket.id: |
chooser | Bucket |
closed: |
date | Closed |
comments: |
record | Comments |
comments.first: |
record | Comments First |
comments.last: |
record | Comments Last |
created: |
date | Created |
fieldset: |
record | Fieldset |
group: |
record | Group |
group.id: |
chooser | Group |
id: |
number | Id |
importance: |
number | Importance |
inGroupsOf: |
virtual | In Groups Of Worker |
lastOpenedAt: |
date | Last Opened At |
links: |
links | Record Links |
mask: |
text | Mask |
mask.merged: |
text | Masks Previously Merged Into Ticket |
messages: |
record | Messages |
messages.count: |
number | # Messages |
messages.count.in: |
number | # Messages In |
messages.count.out: |
number | # Messages Out |
messages.first: |
record | Messages First |
messages.firstOutgoing: |
record | Messages First Outgoing |
messages.last: |
record | Messages Last |
org: |
record | Org |
org.id: |
chooser | Organization |
owner: |
record | Owner |
owner.id: |
chooser | Owner |
participant: |
record | Participant |
participant.id: |
chooser | Participant Id |
reopen: |
date | Reopen At |
resolution.first: |
number | First Resolution |
response.first: |
number | First Response |
responsibility: |
number | Responsibility |
sender.first: |
record | Sender First |
sender.last: |
record | Sender Last |
spam.score: |
number | Spam Score |
spam.training: |
virtual | Spam Training |
status: |
virtual | Status |
status.id: |
number | Status |
subject: |
text | Subject |
timeSpentOpen: |
number | Time Spent Open |
updated: |
date | Updated |
watchers: |
record | Watchers |
watchers.count: |
virtual | Watchers Count |
worker.commented: |
virtual | Worker Commented |
worker.replied: |
virtual | Worker Replied |
Worklist Columns
These columns are available on ticket worklists:
Column | Description |
---|---|
*_participant_search |
Participants |
*_status |
Status |
cf_<id> |
Custom Field |
t_bucket_id |
Bucket |
t_closed_at |
Closed |
t_created_date |
Created |
t_elapsed_resolution_first |
First Resolution |
t_elapsed_response_first |
First Response |
t_elapsed_status_open |
Time Spent Open |
t_first_wrote_address_id |
First Wrote |
t_group_id |
Group |
t_id |
Id |
t_importance |
Importance |
t_last_opened_at |
Last Opened At |
t_last_wrote_address_id |
Last Wrote |
t_mask |
Mask |
t_num_messages |
# Messages |
t_num_messages_in |
# Messages In |
t_num_messages_out |
# Messages Out |
t_org_id |
Organization |
t_owner_id |
Owner |
t_reopen_at |
Reopen At |
t_spam_score |
Spam Score |
t_spam_training |
Spam Training |
t_subject |
Subject |
t_updated_date |
Updated |
wtb_responsibility |
Responsibility |