1. APIs
  2. Tickets

Contents

Summary

Contains methods for working with tickets.

Application Identifier Use

This set of APIs uses a application identifier parameter, named appId and of type Int32, which specifies the corresponding application in which actions should be performed.

For the sake of brevity, it is omitted from the parameter list of the API methods below, but still needs to be included whenever there is an {appId} placeholder in the URL for the API method.

API Methods

GET https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id} Copy URL

Gets a ticket.

Parameters

Returns

The ticket if it was found. (TeamDynamix.Api.Tickets.Ticket)

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

POST https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/application Copy URL

Moves a ticket to a different application.

Parameters

Returns

The updated ticket. (TeamDynamix.Api.Tickets.Ticket)

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

Remarks

Ticket responsibility will be retained, if possible, during the move operation. This will follow all of the same rules that ticket (re)assignment and "sticky" groups adhere to for ticket create and edit operations.

If responsibility cannot be retained, such as the responsible user is not valid or the responsible group is not associated with the destination ticketing application, it will instead be cleared.

GET https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/assets Copy URL

Gets the collection of configuration items associated with a ticket.

Parameters

Returns

A collection of configuration items associated with the specified ticket. (TeamDynamix.Api.Cmdb.ConfigurationItem[])

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

Remarks

The following properties will not be included in the results:
  • Attachments
  • Attributes
To retrieve such information, you must load a configuration item individually.

DELETE https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/assets/{assetId} Copy URL

Removes an asset from ticket.

Parameters

Returns

A response message indicating whether or not the deletion was sucessful.

Access Restrictions

This action requires access to the TDAssets application.

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

POST https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/assets/{assetId} Copy URL

Adds an asset to ticket.

Parameters

Returns

A response message indicating whether or not the addition was sucessful.

Access Restrictions

This action requires access to the TDAssets application.

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

POST https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/attachments?showViewLink={showViewLink} Copy URL

Uploads an attachment to a ticket. The file should be included as part of the submission's form data.

Parameters

File Upload

This action accepts an uploaded file as part of the form's submission. For information on how to structure calls with files, see the Submitting Files page.

Returns

The generated attachment if the operation was successful.

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

POST https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/children Copy URL

Adds all of the specified tickets as children to the specified parent ticket.

Parameters

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 4 calls per IP address every 60 seconds.

Remarks

This endpoint will both set and change a child ticket's parent. This means that even if a child ticket already has a parent, it will be changed to the new parent.

PUT https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/classification?newClassificationId={newClassificationId} Copy URL

Changes a ticket's classification.

Parameters

Returns

The updated ticket. (TeamDynamix.Api.Tickets.Ticket)

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

Remarks

Please note that when editing a ticket's classification, the following items may be removed without warning:
  • Parent/child relationships: if downgrading ticket classification
  • Maintenance activities: if downgrading ticket classification from Change or higher to a classification lower than Change.

GET https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/configurationItems Copy URL

Gets the collection of configuration items associated with a ticket.

Parameters

Returns

A collection of configuration items associated with the specified ticket. (TeamDynamix.Api.Cmdb.ConfigurationItem[])

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

Remarks

The following properties will not be included in the results:
  • Attachments
  • Attributes
To retrieve such information, you must load a configuration item individually.

DELETE https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/configurationItems/{configurationItemId} Copy URL

Removes a CI from ticket.

Parameters

Returns

A response message indicating whether or not the deletion was sucessful.

Access Restrictions

This action requires access to the TDAssets application.

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

POST https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/configurationItems/{configurationItemId} Copy URL

Adds a CI to ticket.

Parameters

Returns

A response message indicating whether or not the addition was sucessful.

Access Restrictions

This action requires access to the TDAssets application.

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

GET https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/contacts Copy URL

Gets the ticket contacts.

Parameters

Returns

A list of TeamDynamix.Api.Users.User that have been added to the ticket. (TeamDynamix.Api.Users.User[])

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

DELETE https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/contacts/{contactUid} Copy URL

Removes a contact from ticket.

Parameters

Returns

A response message indicating whether or not the contact was successfully removed form the ticket.

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

POST https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/contacts/{contactUid} Copy URL

Adds a contact to ticket.

Parameters

Returns

A response message indicating whether or not the contact was successfully added to the ticket.

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

GET https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/feed Copy URL

Gets the feed entries for a ticket.

Parameters

Returns

The ticket's feed entries. (TeamDynamix.Api.Feed.ItemUpdate[])

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

Remarks

The replies and likes collections will not be returned by this endpoint.

However, replies count, likes count, and "liked by me" flag values will be loaded.

To retrieve replies and likes, query the single feed entry retrieval endpoint using the individual entry's URI.

POST https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/feed Copy URL

Updates a ticket.

Parameters

Returns

The generated item update if the operation was successful.

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

PUT https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/sla Copy URL

Sets or changes the ticket's current service level agreement (SLA).

Parameters

Returns

The updated ticket. (TeamDynamix.Api.Tickets.Ticket)

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

Remarks

Changing the SLA of a ticket will remove any pending SLA deadlines and clear the SLA violation status of the ticket. However, if any SLA deadlines have already been evaluated, they will remain in the SLA history of the ticket.

When changing the SLA of a ticket, you can specify from which point the respond by/resolve by deadlines for the new SLA will be calculated. These deadlines can be calculated either from the Date/time the ticket is assigned to the SLA or from the date/time the ticket was originally created.

PUT https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/sla/delete Copy URL

Removes the ticket's current service level agreement (SLA).

Parameters

Returns

The updated ticket. (TeamDynamix.Api.Tickets.Ticket)

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

Remarks

Removing the SLA of a ticket will remove any pending SLA deadlines and clear the SLA violation status Of the ticket. However, If any SLA deadlines have already been evaluated, they will remain in the SLA history of the ticket.

GET https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/workflow Copy URL

Gets the currently assigned workflow details for a ticket.

Parameters

Returns

The ticket workflow details. (TeamDynamix.Api.Tickets.TicketWorkflow)

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

GET https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/workflow/actions?stepId={stepId} Copy URL

Gets the currently assigned workflow's actions for a ticket for the authenticated user.

Parameters

Returns

The actions that can be performed on the provided step. (TeamDynamix.Api.Tickets.WorkflowSteps.TicketWorkflowStepAction[])

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

POST https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/workflow/approve Copy URL

Performs the provided action on the provided workflow step.

Parameters

Returns

The result of the action. (TeamDynamix.Api.Tickets.WorkflowSteps.TicketWorkflowStepActionResult)

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

POST https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/workflow/reassign Copy URL

Reassigns the provided step to the provided resource(s).

Parameters

Returns

An HTTP response of 200 if successful, otherwise returns an error messages describing the issue.

Access Restrictions

This action can only be performed by special key-based administrative service accounts and not standard TeamDynamix users.

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

PUT https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}/workflow?newWorkflowId={newWorkflowId}&allowRemoveExisting={allowRemoveExisting} Copy URL

Assigns or reassigns the workflow to the ticket.

Parameters

Returns

The updated ticket. (TeamDynamix.Api.Tickets.Ticket)

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

PATCH https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}?notifyNewResponsible={notifyNewResponsible} Copy URL

Patches an existing ticket. This only supports patching the ticket itself and custom attributes. Other collections on the ticket are not supported.

About PATCH Support

For information on how to structure HTTP PATCH calls, see the HTTP PATCH Support page.

Parameters

Returns

The updated ticket. (TeamDynamix.Api.Tickets.Ticket)

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

Remarks

If the ticket has been converted to a task, some of the fields will not be editable. These include StartDate, EndDate, EstimatedMinutes, ResponsibleGroupID, and ResponsibleUid.
If the ticket has been converted to a task, and it has not been completed, the StatusID will also not be editable.

POST https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/{id}?notifyNewResponsible={notifyNewResponsible} Copy URL

Edits an existing ticket.

Parameters

Returns

The updated ticket. (TeamDynamix.Api.Tickets.Ticket)

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

Remarks

If the ticket has been converted to a task, some of the fields will not be editable. These include StartDate, EndDate, EstimatedMinutes, ResponsibleGroupID, and ResponsibleUid.
If the ticket has been converted to a task, and it has not been completed, the StatusID will also not be editable.

GET https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/feed?DateFrom={DateFrom}&DateTo={DateTo}&ReplyCount={ReplyCount}&ReturnCount={ReturnCount} Copy URL

Gets the feed items from the Tickets app matching the specified search.

Parameters

Returns

An item updates page containing the feed items matching the specified criteria. (TeamDynamix.Api.Feed.ItemUpdatesPage)

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

GET https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/forms Copy URL

Gets all active ticket forms for the specified application.

Returns

The active ticket forms for the application. (TeamDynamix.Api.Forms.Form[])

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

GET https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/resources?searchText={searchText} Copy URL

Gets a list of eligible assignments for the ticketing application.

Parameters

Returns

A list of eligible assignments for the ticketing application. At most 5 results will be returned. (TeamDynamix.Api.Users.EligibleAssignment[])

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 60 calls per IP address every 60 seconds.

POST https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets/search Copy URL

Gets a list of tickets. Will not include full ticket information.

Parameters

Returns

A list of tickets matching the specified criteria. Because this is a search, not all properties will be provided for each ticket. For example, ticket descriptions and custom attributes will not be returned. To retrieve such information, you must load a ticket individually. (TeamDynamix.Api.Tickets.Ticket[])

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 30 calls per IP address every 60 seconds.

Remarks

This endpoint will not return all ticket information. For example, the following properties will not be included in the results:
  • Attachments
  • Attributes
  • Description
  • Notify
  • Tasks
To retrieve such information, you must load a ticket individually.

POST https://helpdesk.grps.org/TDWebApi/api/{appId}/tickets?EnableNotifyReviewer={EnableNotifyReviewer}&NotifyRequestor={NotifyRequestor}&NotifyResponsible={NotifyResponsible}&AllowRequestorCreation={AllowRequestorCreation}&applyDefaults={applyDefaults} Copy URL

Creates a ticket.

Parameters

Returns

The created ticket if the operation was successful.

Rate/Submission Limitations

Invocations of this method are rate-limited, with a restriction of 120 calls per IP address every 60 seconds.