List of Indexed Attributes

Below is a comprehensive list of all object attributes indexed by Elasticsearch. In other words, if you wish to find a ticket, article, or user via the Zammad search box, Elasticsearch can match on any (or all) of the fields below.

Note

These fields may vary if you created custom fields (objects) in the admin interface.

Hint

Below you can find some hints:

• (SLA): Attributes marked as SLA attribute are only set if the ticket is affected by SLA calculation. Please note that some attributes may not be set if specific conditions are not met.

  Also note that some attributes may be reset to null if no longer applicable.

• note attribute: Note attributes usually are empty if not specified via console or API.

• Timestamps: All timestamps provided by Zammad are UTC by default. This also applies to times provided by Elasticsearch

Ticket

Tip

🤓 The following indice contains below mentioned information: *_ticket

Ticket-Index

Field	Sample Value	Description
article	#{Article Array}	Array with all articles belonging to the ticket Please see Article for more details
article_count	1	Number of articles within the ticket
close_at	null, 2021-03-03T14:50:20.673Z	First close time, set once
close_diff_in_min	null, 239, -5	Depends on close_in_min and tells how many minutes the ticket was closed relative to SLAs solution time. (SLA)
close_escalation_at	null, 2021-03-03T15:50:20.673Z	Time stamp when the ticket would escalate in case solution time is violated. (SLA)
close_in_min	null, 11	Value in minutes for how long the ticket was open based on business hours. (SLA)
create_article_sender	Contains these attributes: note: null updated_at: 2021-03-03T14:50:20.812Z name: Customer created_at: 2021-03-03T14:50:20.812Z updated_by_id: 1 id: 2 created_by_id: 1	Sender of the article (System, Agent, Customer)
create_article_sender_id	1, 2	ID of the user that created the article
create_article_type	Contains these attributes: note: null updated_at: 2021-03-03T14:50:20.812Z name: phone, email, web active: true created_at: 2021-03-03T14:50:20.812Z updated_by_id: 1 id: 5 created_by_id: 1 communication: true, false	Information of first article type and nature
create_article_type_id	5	Type ID of first article
created_at	2021-03-24T16:17:27.210Z	Time stamp of ticket creation
created_by	#{user object}	Complete Payload of user that created the ticket Please see User for more
created_by_id	3	User ID that created the ticket
customer	#{user object}	Complete payload of the customer that created the ticket Please see User for more
customer_id	8	Customers User ID
escalation_at	null, 2021-03-24T16:28:38.535Z	Time stamp of the next applicable escalation. One of the following attributes: close_escalation_at first_response_escalation_at update_escalation_at (SLA)
first_response_at	null, 2021-03-24T16:28:38.303Z	Time stamp of the first communication type reaction to the customer (SLA)
first_response_diff_in_min	null, 10, -6	Depends on first_response_in_min and tells how many minutes the tickets first response took relative to the first response time of your SLA. (SLA)
first_response_in_min	null, 11	Value in minutes for how long the first response took based on the business hours. (SLA)
group	#{group object}	Complete payload of the current tickets group Please see Group for more
group_id	1	ID of the current group
id	1, 111	ID of the Ticket
last_contact_agent_at	null, 2021-03-24T16:28:38.303Z	Time stamp of last communication type contact of any agent
last_contact_at	null, 2021-03-24T16:28:38.303Z	Time stamp of last communication type contact Depends on last_contact_agent_at, last_contact_customer_at and “Ticket Last Contact Behaviour” setting
last_contact_customer_at	null, 2021-03-24T16:28:38.303Z	Time stamp of last communication type contact of customer
mention_user_ids	[3, 5]	Array with mentioned or subscribed users IDs
note	null	Note of ticket, only set via console or API
number	1010138, 202006231010138	Ticket number
organization	null, #{organization object}	Complete Payload of user that owns the ticket Please see Organization for more
organization_id	null, 2	ID of the customers organization
owner	null, #{user object}	Complete Payload of user that owns the ticket Please see User for more
owner_id	null, 3	User ID of the ticket owner
pending_time	null, 2021-03-24T17:44:06.912Z	Depends on pending states, time stamp for pending time
preferences	n/a, special information for internal functions	May not be available in your system, contains information for internal system functions
priority	#{priority object}	Complete Payload of priority of ticket Please see Ticket Priority for more
priority_id	2	Priority ID of the ticket
state	#{state object}	Complete Payload of current ticket state Please see Ticket State for more
state_id	1, 4	ID of current ticket state
tags	["order", "americano"]	Array with all attached tags
time_unit	null, 15	Accounted time units for ticket (total)
title	Feedback Form, Need help	Title / Subject of Ticket
type	null	Ticket type (deprecated)
update_diff_in_min	null, 2021-03-24T16:28:38.303Z	Depends on update_in_min and tells how many minutes the last ticket update took relatively to the update time setting (SLA)
update_escalation_at	null, 2021-03-24T16:28:38.303Z	Time stamp when the ticket would escalate in case update time is violated. (SLA)
update_in_min	null, 5, -10	Value in minutes for how long the last ticket update took based on the business hours and update time. (SLA)
updated_at	2021-03-24T16:28:38.303Z	Last ticket update
updated_by	#{user object}	Complete Payload of the user that updated the ticket Please see User for more
updated_by_id	1, 3	User ID that updated the ticket

Ticket Priority

Tip

🤓 The following indice contains below mentioned information: *_ticket_priority

Ticket Priority-Index

Field	Sample Value	Description
active	true, false	Defines if the priority is active (available)
created_at	2021-03-03T14:50:20.724Z	Creation date of priority
created_by_id	1	User that created priority
default_create	false, true	Defines if priority is default priority upon ticket creation
id	3	ID of priority
name	3 high	Priority name
note	null	Note for priority that has been set via console or API
ui_color	null, high-priority	CSS class for tickets of priority
ui_icon	null, important	CSS class for ticket icons of priority
updated_at	2021-03-03T14:50:20.724Z	Date of last change
updated_by_id	1	User ID of user last updating the priority

Ticket State

Tip

🤓 The following indice contains below mentioned information: *_ticket_state

Ticket State-Index

Field	Sample Value	Description
active	true, false	Defines if state is active (available)
created_at	2021-03-03T14:50:20.694Z	Creation date
created_by_id	1	User ID that created state
default_create	false, true	Defines if the state is the default state upon ticket creation
default_follow_up	false, true	Defines if the state is the default follow up state on ticket follow ups
id	7	State ID
ignore_escalation	false, true	Defines if SLA calculation is generally ignored for this state
name	pending close	State name
next_state	n/a, #{state object}	Contains all follow up state information if applicable, may not be available depending on the state type
next_state_id	null, 4	State ID of follow up state
note	null	Note that has been set via console or API
state_type	Contains these attributes: created_at: 2021-03-03T14:50:20.582Z created_by_id: 1 id: 4 name: pending action note: null updated_at: 2021-03-03T14:50:20.582Z updated_by_id: 1	Contains all available information of the states type
state_type_id	4	ID of the state type
updated_at	2021-03-03T14:50:20.694Z	Last update of state
updated_by_id	1	User ID that updated state last

Article

Tip

🤓 The following indice contains below mentioned information: *_ticket

Note

Articles are part of the ticket index. To reduce complexity we decided to provide it in its own table. 🙏

Article-Index

Field	Sample Value	Description
body	Hi,\n\nplease send me:\n1 [...] \n75007 Paris\n\nDavid Bell	Article body in plain text
cc	null, alias@domain.tld	EMail-Addresses set as CC (String)
content_type	text/html	Content type of article
created_at	2021-03-22T03:47:59.290Z	Time stamp of article creation
created_by_id	10	User ID that created the article
from	David Bell <david@example.com>	From field of article creator
id	16	Internal article ID
in_reply_to	null	In-Reply-To Header from emails if applicable
internal	false, true	Defines if article is internal
message_id	null	Message ID of Email if applicable
origin_by_id	null	User ID or original creator if created on behalf another user
preferences	{}	Internal preferences, may be empty, mainly for delivery states
references	null	Contains message references
reply_to	null	Contains reply to header if applicable
sender_id	2	ID of sender type (Customer, System, Agent)
subject	My amazing subject	Article subject
ticket_id	9	Ticket ID the article belongs to
to	support@example.com	EMail address from TO-Header
type_id	1	ID of articles Type (phone, email, web, …)
updated_at	2021-03-22T03:47:59.290Z	Last update
updated_by_id	10	User that updated article

User

Tip

🤓 The following indice contains below mentioned information: *_user

User-Index

Field	Sample Value	Description
active	true, false	Defines if user is active
address	"", Bennelong Point\nSydney NSW 2000	Address string
city	"", Berlin	City string
country	"", Germany	Country string
created_at	2021-03-22T12:47:56.460Z	Creation date of user
created_by_id	1	User ID that created the user
department	"", IT	Department string
email	"", alias@domain.tld	EMail Address of user, if applicable
fax	"", 1234	Fax number
firstname	null, John	Users first name
id	8	Internal User ID
last_login	null, 2021-03-23T12:47:56.460Z	Updated upon every user login
lastname	null, Doe	Users last name
login	auto-1234567, jdoe	Login name, always set and unique, can differ from email
mobile	"", 1232	Mobile phone number
note	""	Note being available via web, console and API
organization	#{organization object}	Complete Payload of the organization the user is member of Please see Organization for more
organization_id	3	ID of organization the user is member of
out_of_office	false, true	Defines if user has activated out of office function
out_of_office_end_at	null, 2021-03-26	Ending date out of office
out_of_office_replacement_id	null, 3	User ID that replaces this user during out of office period
out_of_office_start_at	null, 2021-03-24	Begin date out of office
permissions	(Array)	Array with all permissions of the user
phone	"", 0061 2 1234 7777	Phone number of user
preferences	{}, #{several preference attributes}	Depends on user and situation, may contain notification_config, locale and other internal system information
role_ids	(Array), [1, 2]	Contains array with role IDs assigned to the user
street	""	Street
updated_at	2021-03-25T00:27:52.308Z	Time stamp of last update
updated_by_id	3	User ID that updated this entry
verified	false, true	Defines if the user has verified the account
vip	false, true	Defines if user has VIP state
web	"", https://zammad.org	Web URL of User
zip	"", 10123	ZIP code

Organization

Tip

🤓 The following indice contains below mentioned information: *_organization

Organization-Index

Field	Sample Value	Description
active	true, false	Defines if organization is active
created_at	2021-03-22T12:47:54.807Z	Creation date
created_by	#{user object}	Complete Payload of the user that created the organzation Please see User for more
created_by_id	1	User ID that created the organization
domain	null, example.com	Organizations domain
domain_assignment	false, true	Domain assignment depends on domain
id	1	Organization ID
members	#{array of user objects}	Array with complete Payload of the users being member of the organization Please see User for more
name	Chrispresso Inc.	Organization name
note	Manufacturer of individual coffee products.	Note being available via web, console and API
shared	true, false	Defines if the organization is a sharing one
updated_at	2021-03-22T12:47:54.807Z	Last update time
updated_by	#{user object}	Complete Payload of the user that updated the organization Please see User for more
updated_by_id	1	User ID that updated the organization
vip	true, false	Defines if the organization has VIP state

Group

Tip

🤓 The following indice contains below mentioned information: *_group

Group-Index

Field	Sample Value	Description
active	true, false	Defines if group is active (available)
assignment_timeout	null, 30	Time in minutes an agent can be inactive until the owner ship is removed
created_at	2021-03-24T23:55:06.980Z	Time stamp of group creation
created_by_id	1	User ID that created the group
email_address	Contains these attributes: active: true channel_id: 3 created_at: 2021-03-24T23:54:58.187Z created_by_id: 3 email: alias@domain.tld id: 1 note: null realname: Zammad GmbH updated_at: 2021-03-24T23:54:58.187Z updated_by_id: 3 preferences: null	Contains all available information of the groups email address
email_address_id	3	ID of email address
follow_up_assignment	true, false	Defines if owners are still assigned after follow ups
follow_up_possible	yes, no	Defines if following up on a closed ticket is possible
id	1	Group ID
name	Users, Sales	Group name
note	null	Notes for the group available via web, console and API
signature	Contains these attributes: active: true body: <br>  #{user.firstname} #{user.lastname}<br>--<br>That Inc created_at: 2021-03-03T14:50:19.775Z created_by_id: 1 id: 1 name: default note: null updated_at: 2021-03-03T14:50:19.775Z updated_by_id: 1	Contains all available information of the groups signature
signature_id	1	Signature ID
updated_at	2021-03-24T23:55:06.980Z	Time stamp of last group update
updated_by_id	3	User ID that updated group

CTI Log

Tip

🤓 The following indice contains below mentioned information: *_cti_log

CTI Log-Index

Field	Sample Value	Description
call_id	00006	Unique Call ID
comment	""	Optional comment
created_at	2021-03-22T11:48:01.703Z	Creation date of Call
direction	in, out	Call direction
done	true, false	Defines if call displays as “to do” within UI
duration_talking_time	27	Call duration in seconds
duration_waiting_time	77	Duration in seconds the caller was waiting for answer
end_at	2021-03-25T08:49:40.647Z	Time stamp of call end
from	493055571600	Calling number
from_comment	null, John, Doe	Display name of calling number if applicable
from_pretty	+49 30 55571600	Pretty version of from
id	8	Internal ID of entry
initialized_at	2021-03-25T08:47:56.753Z	Time stamp of call initialization, usually matches created_at
preferences	(Array)	Contains internal information if required
queue	null, 491711234567890	Queue the call was answered in
start_at	2021-03-25T08:49:13.050Z	Time stamp the call was answered
state	hangup, voicemail	Last state of call
to	491711234567890	Dialed number
to_comment	null, John, Doe	Display name of called number if applicable
to_pretty	+491711234567890	Pretty version of to
updated_at	2021-03-25T08:49:40.647Z	Last update of entry

Chat Session

Tip

🤓 The following indice contains below mentioned information: *_chat_session

Chat Session-Index

Field	Sample Value	Description
chat	Contains these attributes: active: true block_country: null block_ip: null created_at: 2021-03-03T14:50:22.607Z created_by_id: 1 id: 1 max_queue: 5 name: default note: "" preferences: {} public: false updated_at: 2021-03-03T14:50:22.607Z updated_by_id: 1 whitelisted_websites: null	Contains various preferences of the chat topic in charge
chat_id	1	ID of Chat topic
created_at	2021-03-25T10:26:24.376Z	Time stamp of chat creation
created_by_id	null	User that created the chat, place holder, currently always null
id	1	ID of Chat Session
messages	(Array) - Array entries contain these attributes: chat_session_id: 1 content: Hello dear customer created_at: 2021-03-25T10:26:35.977Z created_by_id: null, 3 id: 1 updated_at: 2021-03-25T10:26:35.977Z	Array with all messages of chat
name	null, John Doe	Name agent set for chat user, if applicable
preferences	Contains these attributes: dns_name: host.domain.tld geo_ip: {} participants: Array, ["47118371175780", "47118371850300"] remote_ip: 192.168.2.19 url: https://zammad.com/en/company/contact	Various internal Meta data of the session_id
session_id	92f2909631f1ad5ff4d5d1e046952be8	Unique Session ID
state	closed	Current state of chat session
tags	(Array), ["order"]	Tags applied to Chat Session by agent, if applicable
updated_at	2021-03-25T10:27:03.341Z	Last update
updated_by_id	null, 3	User ID that last updated session, may be null
user	#{user object}	Complete Payload of the chat agemt Please see User for more
user_id	3	User ID of chat agent