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.

Warning

Zammad 4.0 introduced breaking changes on the Elasticsearch index.

Hint

🤓 Below list contains functionality hints

In order to save space and duplicate information, we’ll provide hints to functions within brackets if applicable.

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    Also note that some attributes may be reset to null if no longer applicable.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

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 is finished

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