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Ticket

The Ticket object represents ticket in the customer’s IT Service Management (ITSM) systems like ServiceNow, Jira, etc.

Attributes

Section titled “Attributes”

src_url

  • Type: url_t
  • Requirement: recommended

The url of a ticket in the ticket system.

uid

  • Type: string_t
  • Requirement: recommended

Unique identifier of the ticket.

status

  • Type: string_t
  • Requirement: optional

The status of the ticket normalized to the caption of the status_id value. In the case of 99, this value should as defined by the source.

status_details

  • Type: string_t
  • Requirement: optional

A list of contextual descriptions of the status, status_id values.

status_id

  • Type: integer_t
  • Requirement: optional
  • Values:
    • 0 - Unknown: The status is unknown.
    • 1 - New: The ticket is new and yet to be reviewed.
    • 2 - In Progress: The ticket is actively being worked on.
    • 3 - Notified: Relevant parties have been notified about the ticket.
    • 4 - On Hold: Work on the ticket is temporarily suspended.
    • 5 - Resolved: The ticket is resolved and a solution is implemented, pending confirmation or verification from the requestor.
    • 6 - Closed: The ticket has been completed and closed.
    • 7 - Canceled: The ticket has been canceled and will not be processed.
    • 8 - Reopened: The ticket was previously closed, but has been reopened.
    • 99 - Other: The event status is not mapped. See the status attribute, which contains a data source specific value.

The normalized identifier for the ticket status.

title

  • Type: string_t
  • Requirement: optional

The title of the ticket.

type

  • Type: string_t
  • Requirement: optional

The linked ticket type determines whether the ticket is internal or in an external ticketing system.

type_id

  • Type: integer_t
  • Requirement: optional
  • Values:
    • 0 - Unknown: The type is unknown.
    • 1 - Internal
    • 2 - External
    • 99 - Other: The type is not mapped. See the type attribute, which contains a data source specific value.

The normalized identifier for the ticket type.

Constraints

Section titled “Constraints”

At least one of: src_url, uid

Used By

Section titled “Used By”