tickets

Creates, updates, deletes, gets or lists a tickets resource.

Overview

Name	tickets
Type	Resource
Id	ovh.support.tickets

Fields

The following fields are returned by SELECT queries:

get

successful operation

Name	Datatype	Description
account_id	string	Customer account identifier (wire: accountId)
ticket_id	integer	Ticket identifier (wire: ticketId)
service_name	string	Name of service concerned by ticket (wire: serviceName)
can_be_closed	boolean	Can this ticket be closed or not (wire: canBeClosed)
category	string	Ticket request category (assistance, billing, incident)
creation_date	string (date-time)	Ticket creation date (wire: creationDate)
last_message_from	string	Sender type of last message (customer, support) (wire: lastMessageFrom)
product	string	Product service concerned by ticket (adsl, cdn, dedicated, dedicated-billing, dedicated-other, dedicatedcloud, domain, exchange, fax, hosting, housing, iaas, mail, network, publiccloud, sms, ssl, storage, telecom-billing, telecom-other, vac, voip, vps, web-billing, web-other)
score	string	Ticket score
state	string	State of ticket (closed, open, unknown)
subject	string	Ticket subject
ticket_number	integer	Ticket external number (wire: ticketNumber)
type	string	Ticket type (criticalIntervention, genericRequest)
update_date	string (date-time)	Ticket last update date (wire: updateDate)

list

Support Ticket

Name	Datatype	Description
account_id	string	Customer account identifier (wire: accountId)
ticket_id	integer	Ticket identifier (wire: ticketId)
service_name	string	Name of service concerned by ticket (wire: serviceName)
can_be_closed	boolean	Can this ticket be closed or not (wire: canBeClosed)
category	string	Ticket request category (assistance, billing, incident)
creation_date	string (date-time)	Ticket creation date (wire: creationDate)
last_message_from	string	Sender type of last message (customer, support) (wire: lastMessageFrom)
product	string	Product service concerned by ticket (adsl, cdn, dedicated, dedicated-billing, dedicated-other, dedicatedcloud, domain, exchange, fax, hosting, housing, iaas, mail, network, publiccloud, sms, ssl, storage, telecom-billing, telecom-other, vac, voip, vps, web-billing, web-other)
score	string	Ticket score
state	string	State of ticket (closed, open, unknown)
subject	string	Ticket subject
ticket_number	integer	Ticket external number (wire: ticketNumber)
type	string	Ticket type (criticalIntervention, genericRequest)
update_date	string (date-time)	Ticket last update date (wire: updateDate)

Methods

The following methods are available for this resource:

Name	Accessible by	Required Params	Optional Params	Description
get	select	ticket_id		Get ticket
list	select		archived, category, customer_reply_needed, exclude_autogenerated, max_creation_date, min_creation_date, page, page_size, product, service_name, status, subject, ticket_number, x_pagination_mode	List support tickets identifiers for this service
create	exec	body, subject		Create a new ticket
close	exec	ticketId		Close ticket
reopen	exec	ticketId, body		Reopen a ticket
reply	exec	ticketId, body		Reply to ticket
score	exec	ticketId, score		Set ticket score

Parameters

Parameters can be passed in the WHERE clause of a query. Check the Methods section to see which parameters are required or optional for each operation.

Name	Datatype	Description
api_host	string	The OVHcloud API host. Selected by OVH_ENDPOINT (ovh-eu, ovh-ca or ovh-us; default ovh-eu). (default: api.eu.ovhcloud.com, x-stackQL-envVarSelector: {"envVar":"OVH_ENDPOINT","default":"ovh-eu","values":{"ovh-eu":"api.eu.ovhcloud.com","ovh-ca":"api.ca.ovhcloud.com","ovh-us":"api.us.ovhcloud.com"}})
ticketId	integer	internal ticket identifier
ticket_id	integer	internal identifier ticket (wire: ticketId)
archived	boolean	Search archived tickets
category	string	Search by ticket category
customer_reply_needed	boolean	Tickets pending a customer reply (wire: customerReplyNeeded)
exclude_autogenerated	boolean	Exclude auto-generated tickets (wire: excludeAutogenerated)
max_creation_date	string (date-time)	Maximum creation date (wire: maxCreationDate)
min_creation_date	string (date-time)	Minimum creation date (wire: minCreationDate)
page	integer	Page of tickets to fetch (only if pageSize is defined)
page_size	integer	Number of ticket to fetch (wire: pageSize)
product	string	Search by ticket product
service_name	string	Ticket message service name (wire: serviceName)
status	string	Status of ticket
subject	string	Search by ticket subject
ticket_number	string	Search by ticket number (wire: ticketNumber)
x_pagination_mode	string	Sent as CachedObjectList-Pages by default so the list returns the full objects rather than their identifiers. (wire: X-Pagination-Mode)

SELECT examples

get

Get ticket

SELECT
account_id,
ticket_id,
service_name,
can_be_closed,
category,
creation_date,
last_message_from,
product,
score,
state,
subject,
ticket_number,
type,
update_date
FROM ovh.support.tickets
WHERE ticket_id = '{{ ticket_id }}' -- required
;

list

List support tickets identifiers for this service

SELECT
account_id,
ticket_id,
service_name,
can_be_closed,
category,
creation_date,
last_message_from,
product,
score,
state,
subject,
ticket_number,
type,
update_date
FROM ovh.support.tickets
WHERE archived = '{{ archived }}'
AND category = '{{ category }}'
AND customer_reply_needed = '{{ customer_reply_needed }}'
AND exclude_autogenerated = '{{ exclude_autogenerated }}'
AND max_creation_date = '{{ max_creation_date }}'
AND min_creation_date = '{{ min_creation_date }}'
AND page = '{{ page }}'
AND page_size = '{{ page_size }}'
AND product = '{{ product }}'
AND service_name = '{{ service_name }}'
AND status = '{{ status }}'
AND subject = '{{ subject }}'
AND ticket_number = '{{ ticket_number }}'
AND x_pagination_mode = '{{ x_pagination_mode }}'
;

Lifecycle Methods

EXEC variables use wire (API) names.

create

Create a new ticket

EXEC ovh.support.tickets.create 
@@json=
'{
"body": "{{ body }}", 
"category": "{{ category }}", 
"impact": "{{ impact }}", 
"product": "{{ product }}", 
"serviceName": "{{ serviceName }}", 
"subcategory": "{{ subcategory }}", 
"subject": "{{ subject }}", 
"type": "{{ type }}", 
"urgency": "{{ urgency }}", 
"watchers": "{{ watchers }}"
}'
;

close

Close ticket

EXEC ovh.support.tickets.close 
@ticketId='{{ ticketId }}' --required
;

reopen

Reopen a ticket

EXEC ovh.support.tickets.reopen 
@ticketId='{{ ticketId }}' --required 
@@json=
'{
"body": "{{ body }}"
}'
;

reply

Reply to ticket

EXEC ovh.support.tickets.reply 
@ticketId='{{ ticketId }}' --required 
@@json=
'{
"body": "{{ body }}"
}'
;

score

Set ticket score

EXEC ovh.support.tickets.score 
@ticketId='{{ ticketId }}' --required 
@@json=
'{
"score": "{{ score }}", 
"scoreComment": "{{ scoreComment }}"
}'
;