Linking Tickets¶
Get¶
Required permission: ticket.agent or admin
GET-Request sent: /api/v1/links
{
"link_object": "Ticket",
"link_object_value": "147469"
}
Response:
# HTTP-Code 200 Ok
{
"links": [
{
"link_type": "normal",
"link_object": "Ticket",
"link_object_value": 147470
},
{
"link_type": "normal",
"link_object": "Ticket",
"link_object_value": 147471
}
],
"assets": {
"Ticket": {
"147470": {
"id": 147470,
"group_id": 1,
"priority_id": 2,
"state_id": 2,
"organization_id": null,
"number": "34147470",
"title": "Test Ticket #2",
"owner_id": 1,
"customer_id": 3,
"note": null,
"first_response_at": null,
"first_response_escalation_at": null,
"first_response_in_min": null,
"first_response_diff_in_min": null,
"close_at": null,
"close_escalation_at": null,
"close_in_min": null,
"close_diff_in_min": null,
"update_escalation_at": null,
"update_in_min": null,
"update_diff_in_min": null,
"last_contact_at": "2021-11-03T10:16:45.266Z",
"last_contact_agent_at": null,
"last_contact_customer_at": "2021-11-03T10:16:45.266Z",
"last_owner_update_at": null,
"create_article_type_id": 5,
"create_article_sender_id": 2,
"article_count": 1,
"escalation_at": null,
"pending_time": null,
"type": null,
"time_unit": null,
"preferences": {},
"updated_by_id": 3,
"created_by_id": 3,
"created_at": "2021-11-03T10:16:45.092Z",
"updated_at": "2021-11-03T10:17:01.428Z",
"remote_access_permission_by": null,
"remote_access": "",
"affected_area": "",
"service_number": "",
"article_ids": [
464964
],
"ticket_time_accounting_ids": []
},
"147471": {
"id": 147471,
"group_id": 1,
"priority_id": 2,
"state_id": 2,
"organization_id": null,
"number": "34147471",
"title": "Test Ticket #3",
"owner_id": 1,
"customer_id": 3,
"note": null,
"first_response_at": null,
"first_response_escalation_at": null,
"first_response_in_min": null,
"first_response_diff_in_min": null,
"close_at": null,
"close_escalation_at": null,
"close_in_min": null,
"close_diff_in_min": null,
"update_escalation_at": null,
"update_in_min": null,
"update_diff_in_min": null,
"last_contact_at": "2021-11-03T10:16:51.995Z",
"last_contact_agent_at": null,
"last_contact_customer_at": "2021-11-03T10:16:51.995Z",
"last_owner_update_at": null,
"create_article_type_id": 5,
"create_article_sender_id": 2,
"article_count": 1,
"escalation_at": null,
"pending_time": null,
"type": null,
"time_unit": null,
"preferences": {},
"updated_by_id": 3,
"created_by_id": 3,
"created_at": "2021-11-03T10:16:51.824Z",
"updated_at": "2021-11-03T10:16:57.862Z",
"remote_access_permission_by": null,
"remote_access": "",
"affected_area": "",
"service_number": "",
"article_ids": [
464965
],
"ticket_time_accounting_ids": []
}
},
"User": {
"3": {
"id": 3,
"organization_id": null,
"login": "test@test.de",
"firstname": "Max",
"lastname": "Mustermann",
"email": "test@test.de",
"image": null,
"image_source": null,
"web": "",
"phone": "",
"fax": "",
"mobile": "",
"department": null,
"street": "",
"zip": "",
"city": "",
"country": "",
"address": null,
"vip": false,
"verified": false,
"active": true,
"note": "",
"last_login": "2021-11-01T05:03:23.328Z",
"source": null,
"login_failed": 0,
"out_of_office": false,
"out_of_office_start_at": null,
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"preferences": {
"notification_config": {
"matrix": {
"create": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": true,
"subscribed": true,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"update": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": true,
"subscribed": true,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"reminder_reached": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": false,
"subscribed": false,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"escalation": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": false,
"subscribed": false,
"no": false
},
"channel": {
"email": true,
"online": true
}
}
}
},
"locale": "de-de",
"intro": true
},
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2021-10-29T13:25:59.261Z",
"updated_at": "2021-11-01T05:03:23.334Z",
"salutation": null,
"wawi_number": 0,
"guid": null,
"notification_optin": false,
"zr_number": null,
"role_ids": [
1,
2
],
"organization_ids": [],
"authorization_ids": [],
"karma_user_ids": [],
"group_ids": {
"1": [
"full"
]
},
"accounts": {}
},
"1": {
"id": 1,
"organization_id": null,
"login": "-",
"firstname": "-",
"lastname": "",
"email": "",
"image": null,
"image_source": null,
"web": "",
"phone": "",
"fax": "",
"mobile": "",
"department": "",
"street": "",
"zip": "",
"city": "",
"country": "",
"address": "",
"vip": false,
"verified": false,
"active": false,
"note": "",
"last_login": null,
"source": null,
"login_failed": 0,
"out_of_office": false,
"out_of_office_start_at": null,
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"preferences": {},
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2021-10-29T13:11:53.378Z",
"updated_at": "2021-10-29T13:11:53.378Z",
"salutation": null,
"wawi_number": 0,
"guid": null,
"notification_optin": false,
"zr_number": null,
"role_ids": [],
"organization_ids": [],
"authorization_ids": [],
"karma_user_ids": [],
"group_ids": {},
"accounts": {}
}
},
"Role": {
"1": {
"id": 1,
"name": "Admin",
"preferences": {},
"default_at_signup": false,
"active": true,
"note": "To configure your system.",
"updated_by_id": 3,
"created_by_id": 1,
"created_at": "2021-10-29T13:11:53.503Z",
"updated_at": "2021-10-30T21:44:00.923Z",
"permission_ids": [
1,
41,
51,
61
],
"group_ids": {}
},
"2": {
"id": 2,
"name": "Agent",
"preferences": {},
"default_at_signup": false,
"active": true,
"note": "To work on Tickets.",
"updated_by_id": 3,
"created_by_id": 1,
"created_at": "2021-10-29T13:11:53.542Z",
"updated_at": "2021-10-30T18:26:29.027Z",
"permission_ids": [
41,
53,
56,
58,
62
],
"group_ids": {}
}
},
"Group": {
"1": {
"id": 1,
"signature_id": 1,
"email_address_id": null,
"name": "Users",
"assignment_timeout": null,
"follow_up_possible": "yes",
"follow_up_assignment": true,
"active": true,
"note": "Standard Group/Pool for Tickets.",
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2021-10-29T13:11:54.863Z",
"updated_at": "2021-10-30T18:53:24.803Z",
"user_ids": [
3,
2,
5,
55,
65,
83,
90,
101,
105,
112,
118,
132,
153,
168,
203,
295,
493,
515,
528,
535,
565,
618,
730,
755,
839,
859,
912,
914,
983,
1106,
1138,
1229,
1287,
1405,
1410,
1482,
1486,
1490,
1543,
1573
]
}
}
}
}
Add¶
Required permission: ticket.agent or admin
POST-Request sent: /api/v1/links/add
{
"link_type": "normal",
"link_object_target": "Ticket",
"link_object_target_value": "147469",
"link_object_source": "Ticket",
"link_object_source_number": "34147471"
}
Response:
# HTTP-Code 201 Created
{
"id": 5,
"link_type_id": 1,
"link_object_source_id": 1,
"link_object_source_value": 147471,
"link_object_target_id": 1,
"link_object_target_value": 147469,
"created_at": "2021-11-03T10:40:14.528Z",
"updated_at": "2021-11-03T10:40:14.528Z"
}
Delete¶
Required permission: ticket.agent or admin
DELETE-Request sent: /api/v1/links/remove
{
"link_type": "normal",
"link_object_source": "Ticket",
"link_object_source_value": 147471,
"link_object_target": "Ticket",
"link_object_target_value": 147469
}
Response:
# HTTP-Code 201 Created
{ }