Linking Tickets¶
Get¶
Required permission: ticket.agent or admin
GET-Request sent: /api/v1/links
{
"link_object": "Ticket",
"link_object_value": "5"
}
Response:
# HTTP-Code 200 Ok
{
"links": [
{
"link_type": "normal",
"link_object": "Ticket",
"link_object_value": 41
}
],
"assets": {
"Ticket": {
"41": {
"id": 41,
"group_id": 2,
"priority_id": 2,
"state_id": 4,
"organization_id": 1,
"number": "93039",
"title": "test",
"owner_id": 1,
"customer_id": 2,
"note": null,
"first_response_at": null,
"first_response_escalation_at": null,
"first_response_in_min": null,
"first_response_diff_in_min": null,
"close_at": "2023-08-04T14:37:07.884Z",
"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_close_at": "2023-08-04T14:37:07.883Z",
"last_contact_at": "2023-08-04T12:02:00.036Z",
"last_contact_agent_at": null,
"last_contact_customer_at": "2023-08-04T12:02:00.036Z",
"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": "2023-08-04T12:01:59.897Z",
"updated_at": "2023-08-08T09:24:43.977Z",
"article_ids": [
64,
63
],
"ticket_time_accounting_ids": []
}
},
"Group": {
"2": {
"id": 2,
"signature_id": null,
"email_address_id": 1,
"name": "2nd Level",
"assignment_timeout": null,
"follow_up_possible": "yes",
"reopen_time_in_days": null,
"follow_up_assignment": true,
"active": true,
"shared_drafts": true,
"note": "",
"updated_by_id": 3,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:48.589Z",
"updated_at": "2023-07-27T13:04:25.495Z",
"user_ids": [
3,
4,
5
]
},
"3": {
"id": 3,
"signature_id": null,
"email_address_id": 1,
"name": "Service Desk",
"assignment_timeout": null,
"follow_up_possible": "yes",
"reopen_time_in_days": null,
"follow_up_assignment": true,
"active": true,
"shared_drafts": true,
"note": "",
"updated_by_id": 3,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:48.602Z",
"updated_at": "2023-07-26T09:28:36.505Z",
"user_ids": [
3,
4,
5
]
},
"1": {
"id": 1,
"signature_id": 1,
"email_address_id": 1,
"name": "Sales",
"assignment_timeout": null,
"follow_up_possible": "yes",
"reopen_time_in_days": null,
"follow_up_assignment": true,
"active": true,
"shared_drafts": true,
"note": "Standard Group/Pool for Tickets.",
"updated_by_id": 3,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:38.651Z",
"updated_at": "2023-07-26T09:31:54.224Z",
"user_ids": [
3,
4,
5
]
}
},
"User": {
"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": "2023-07-26T08:44:37.217Z",
"updated_at": "2023-07-26T08:44:37.217Z",
"role_ids": [],
"two_factor_preference_ids": [],
"organization_ids": [],
"authorization_ids": [],
"overview_sorting_ids": [],
"group_ids": {}
},
"3": {
"id": 3,
"organization_id": 2,
"login": "chris@chrispresso.com",
"firstname": "Christopher",
"lastname": "Miller",
"email": "chris@chrispresso.com",
"image": "7a6a0d1d94ad2037153cf3a6c1b49a53",
"image_source": null,
"web": "",
"phone": "",
"fax": "",
"mobile": "",
"department": null,
"street": "",
"zip": "",
"city": "",
"country": "",
"address": null,
"vip": false,
"verified": false,
"active": true,
"note": "",
"last_login": "2023-08-08T08:03:40.962Z",
"source": null,
"login_failed": 1,
"out_of_office": false,
"out_of_office_start_at": null,
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"preferences": {
"locale": "en-us",
"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
}
}
}
},
"intro": true,
"theme": "light"
},
"updated_by_id": 3,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:48.807Z",
"updated_at": "2023-08-08T08:51:50.662Z",
"role_ids": [
1,
2
],
"two_factor_preference_ids": [],
"organization_ids": [],
"authorization_ids": [],
"overview_sorting_ids": [],
"group_ids": {
"3": [
"full"
],
"1": [
"full"
],
"2": [
"full"
]
}
},
"4": {
"id": 4,
"organization_id": 2,
"login": "jacob@chrispresso.com",
"firstname": "Jacob",
"lastname": "Smith",
"email": "jacob@chrispresso.com",
"image": "95afc1244af5cb8b77edcd7224c5d5f8",
"image_source": null,
"web": "",
"phone": "",
"fax": "",
"mobile": "",
"department": null,
"street": "",
"zip": "",
"city": "",
"country": "",
"address": null,
"vip": false,
"verified": false,
"active": true,
"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": {
"locale": "en-us",
"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
}
}
}
}
},
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:49.390Z",
"updated_at": "2023-07-26T08:44:49.585Z",
"role_ids": [
1,
2
],
"two_factor_preference_ids": [],
"organization_ids": [],
"authorization_ids": [],
"overview_sorting_ids": [],
"group_ids": {
"3": [
"full"
],
"1": [
"full"
],
"2": [
"full"
]
}
},
"5": {
"id": 5,
"organization_id": 2,
"login": "emma@chrispresso.com",
"firstname": "Emma",
"lastname": "Taylor",
"email": "emma@chrispresso.com",
"image": "b64fef91c29105b4a08a2a69be08eda3",
"image_source": null,
"web": "",
"phone": "",
"fax": "",
"mobile": "",
"department": null,
"street": "",
"zip": "",
"city": "",
"country": "",
"address": null,
"vip": false,
"verified": false,
"active": true,
"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": {
"locale": "en-us",
"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
}
}
}
}
},
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:49.766Z",
"updated_at": "2023-07-26T08:44:49.970Z",
"role_ids": [
2
],
"two_factor_preference_ids": [],
"organization_ids": [],
"authorization_ids": [],
"overview_sorting_ids": [],
"group_ids": {
"3": [
"full"
],
"1": [
"full"
],
"2": [
"full"
]
}
},
"2": {
"id": 2,
"organization_id": 1,
"login": "nicole.braun@zammad.org",
"firstname": "Nicole",
"lastname": "Braun",
"email": "nicole.braun@zammad.org",
"image": null,
"image_source": null,
"web": "",
"phone": "",
"fax": "",
"mobile": "",
"department": "",
"street": "",
"zip": "",
"city": "",
"country": "",
"address": "",
"vip": false,
"verified": false,
"active": true,
"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": {
"tickets_closed": 22,
"tickets_open": 1
},
"updated_by_id": 3,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:39.646Z",
"updated_at": "2023-08-04T14:37:11.400Z",
"role_ids": [
3
],
"two_factor_preference_ids": [],
"organization_ids": [],
"authorization_ids": [],
"overview_sorting_ids": [],
"group_ids": {}
}
},
"Role": {
"1": {
"id": 1,
"name": "Admin",
"preferences": {},
"default_at_signup": false,
"active": true,
"note": "To configure your system.",
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:37.326Z",
"updated_at": "2023-07-26T08:44:37.326Z",
"permission_ids": [
1,
43,
55,
65
],
"knowledge_base_permission_ids": [],
"group_ids": {}
},
"2": {
"id": 2,
"name": "Agent",
"preferences": {},
"default_at_signup": false,
"active": true,
"note": "To work on Tickets.",
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:37.362Z",
"updated_at": "2023-07-26T08:44:37.362Z",
"permission_ids": [
43,
57,
60,
62,
66
],
"knowledge_base_permission_ids": [],
"group_ids": {}
},
"3": {
"id": 3,
"name": "Customer",
"preferences": {},
"default_at_signup": true,
"active": true,
"note": "People who create Tickets ask for help.",
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:37.379Z",
"updated_at": "2023-07-28T07:22:53.613Z",
"permission_ids": [
44,
47,
48,
50,
54,
58
],
"knowledge_base_permission_ids": [],
"group_ids": {}
}
},
"Organization": {
"2": {
"name": "Chrispresso Inc.",
"shared": true,
"domain": "",
"domain_assignment": false,
"active": true,
"note": "Manufacturer of individual coffee products.",
"vip": false,
"updated_by_id": 3,
"id": 2,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:48.617Z",
"updated_at": "2023-08-04T12:01:44.370Z",
"member_ids": [
3,
4,
5
],
"secondary_member_ids": []
},
"1": {
"id": 1,
"name": "Zammad Foundation",
"shared": true,
"domain": "",
"domain_assignment": false,
"active": true,
"note": "",
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2023-07-26T08:44:39.608Z",
"updated_at": "2023-08-04T12:02:00.018Z",
"vip": false,
"member_ids": [
2
],
"secondary_member_ids": []
}
}
}
}
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": 11,
"link_object_source": "Ticket",
"link_object_source_number": "93010"
}
Note
The value for link_object_target has to be the ticket ID. The
value for the link_object_source_number has to be the ticket number.
Response:
# HTTP-Code 201 Created
{
"id": 11,
"link_type_id": 1,
"link_object_source_id": 1,
"link_object_source_value": 10,
"link_object_target_id": 1,
"link_object_target_value": 11,
"created_at": "2023-08-08T11:46:44.108Z",
"updated_at": "2023-08-08T11:46:44.108Z"
}
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": 93010,
"link_object_target": "Ticket",
"link_object_target_value": 11
}
Response:
# HTTP-Code 201 Created
{ }