Ticket configuration

Before tickets can be raised, each company needs its workflow configuration: categories, priorities with service levels, and statuses. POST /tickets/defaults creates the standard set in one call.

The Ticket Category Model

A category tickets are classified under, as a tree.

Scheme

Name
id
Type
integer
Description
Unique identifier
Name
companyId
Type
integer required
Description
The company the category belongs to. Cannot be changed
Name
parentId
Type
integer
Description
The parent category of the same company, or 0 for a root
Name
name
Type
string required
Description
Category name
Name
teamId
Type
integer
Description
The team that handles tickets of this category, or 0. New tickets of the category start with it
Name
priorityId
Type
integer
Description
The priority new tickets of this category start with, or 0
Name
disabled
Type
boolean
Description
Whether the category is switched off
Name
attributes
Type
object
Description
Custom category attributes

The Ticket Priority Model

A ticket priority and its service levels. Targets are business minutes counted on the calendar; 0 means no target.

Scheme

Name
id
Type
integer
Description
Unique identifier
Name
companyId
Type
integer required
Description
The company the priority belongs to. Cannot be changed
Name
name
Type
string required
Description
Priority name
Name
level
Type
integer required
Description
Orders priorities; 1 is the most urgent
Name
firstResponseMinutes
Type
integer
Description
Minutes to the first response
Name
resolutionMinutes
Type
integer
Description
Minutes to the resolution
Name
calendarId
Type
integer
Description
The calendar whose events are the business hours, or 0 to count every minute
Name
disabled
Type
boolean
Description
Whether the priority is switched off
Name
attributes
Type
object
Description
Custom attributes. _escalateTeamId_ and _escalatePriorityId_ say where a ticket of this priority goes the first time it breaches a service level

The Ticket Status Model

A status in a company ticket workflow.

Scheme

Name
id
Type
integer
Description
Unique identifier
Name
companyId
Type
integer required
Description
The company the status belongs to. Cannot be changed
Name
name
Type
string required
Description
The company own word for the status
Name
kind
Type
string required
Description
What the system understands by the status
Name
sortOrder
Type
integer
Description
Position in the workflow
Name
disabled
Type
boolean
Description
Whether the status is switched off
Name
attributes
Type
object
Description
Custom attributes. _next_ is the list of status ids a ticket can move to from this one: absent means any, an empty list means final

GET/ticketcategories

Fetch a list of TicketCategories

Ticket categories of the companies the user can see, sorted by name.

Authorizations

BasicAuth or ApiKey

Name
BasicAuth
Type
scheme
Description
HTTP Authorization Scheme: basic
Name
ApiKey
Type
scheme
Description
HTTP Authorization Scheme: bearer

Query Parameters

Name
companyId
Type
integer
Description
Only records of this company
Name
keyword
Type
string
Description
Search keyword filter (name)
Name
limit
Type
integer
Description
Limit the number of returned results
Name
offset
Type
integer
Description
Offset for pagination

Response schema

Name
application/json
Type
schema
Description

Responses

Name
200
Type
success
Description
TicketCategory
Name
400
Type
error
Description
Bad request. Invalid input, or the user has no access to the company (the server answers 400 with a text message)
Name
401
Type
error
Description
Unauthorized

Request

GET

/ticketcategories

curl --location 'https://gw.onemap8.com/api/ticketcategories?companyId=<integer>&keyword=<string>&limit=<integer>&offset=<integer>' \
--header 'Accept: application/json' \
--header 'Authorization: Basic {your_access_token}'

Response

[
{
  "id": 0,
  "companyId": 0,
  "parentId": 0,
  "name": "<string>",
  "teamId": 0,
  "priorityId": 0,
  "disabled": true,
  "attributes": {}
}
]

POST/ticketcategories

Create a Ticket category

Authorizations

BasicAuth or ApiKey

Name
BasicAuth
Type
scheme
Description
HTTP Authorization Scheme: basic
Name
ApiKey
Type
scheme
Description
HTTP Authorization Scheme: bearer

Request body schema

Name
application/json
Type
schema
Description

Body schema

Name
id
Type
integer
Description
Unique identifier
Name
companyId
Type
integer required
Description
The company the category belongs to. Cannot be changed
Name
parentId
Type
integer
Description
The parent category of the same company, or 0 for a root
Name
name
Type
string required
Description
Category name
Name
teamId
Type
integer
Description
The team that handles tickets of this category, or 0. New tickets of the category start with it
Name
priorityId
Type
integer
Description
The priority new tickets of this category start with, or 0
Name
disabled
Type
boolean
Description
Whether the category is switched off
Name
attributes
Type
object
Description
Custom category attributes

Response schema

Name
application/json
Type
schema
Description

Responses

Name
200
Type
success
Description
TicketCategory
Name
400
Type
error
Description
Bad request. Invalid input, or the user has no access to the company (the server answers 400 with a text message)
Name
401
Type
error
Description
Unauthorized

Request

POST

/ticketcategories

curl --location --request POST 'https://gw.onemap8.com/api/ticketcategories' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Basic {your_access_token}' \
--data '{
"id": 0,
"companyId": 0,
"parentId": 0,
"name": "<string>",
"teamId": 0,
"priorityId": 0,
"disabled": true,
"attributes": {}
}'

Response

{
"id": 0,
"companyId": 0,
"parentId": 0,
"name": "<string>",
"teamId": 0,
"priorityId": 0,
"disabled": true,
"attributes": {}
}

GET/ticketcategories/{id}

Fetch a Ticket category

Authorizations

BasicAuth or ApiKey

Name
BasicAuth
Type
scheme
Description
HTTP Authorization Scheme: basic
Name
ApiKey
Type
scheme
Description
HTTP Authorization Scheme: bearer

Path parameters

Name
id
Type
integer required
Description

Response schema

Name
application/json
Type
schema
Description

Responses

Name
200
Type
success
Description
TicketCategory
Name
400
Type
error
Description
Bad request. Invalid input, or the user has no access to the company (the server answers 400 with a text message)
Name
401
Type
error
Description
Unauthorized
Name
404
Type
error
Description
Not found

Request

GET

/ticketcategories/{id}

curl --location 'https://gw.onemap8.com/api/ticketcategories/<integer>' \
--header 'Accept: application/json' \
--header 'Authorization: Basic {your_access_token}'

Response

{
"id": 0,
"companyId": 0,
"parentId": 0,
"name": "<string>",
"teamId": 0,
"priorityId": 0,
"disabled": true,
"attributes": {}
}

PUT/ticketcategories/{id}

Update a Ticket category

The id in the body must be the id in the path. A category cannot be its own ancestor.

Authorizations

BasicAuth or ApiKey

Name
BasicAuth
Type
scheme
Description
HTTP Authorization Scheme: basic
Name
ApiKey
Type
scheme
Description
HTTP Authorization Scheme: bearer

Path parameters

Name
id
Type
integer required
Description

Request body schema

Name
application/json
Type
schema
Description

Body schema

Name
id
Type
integer
Description
Unique identifier
Name
companyId
Type
integer required
Description
The company the category belongs to. Cannot be changed
Name
parentId
Type
integer
Description
The parent category of the same company, or 0 for a root
Name
name
Type
string required
Description
Category name
Name
teamId
Type
integer
Description
The team that handles tickets of this category, or 0. New tickets of the category start with it
Name
priorityId
Type
integer
Description
The priority new tickets of this category start with, or 0
Name
disabled
Type
boolean
Description
Whether the category is switched off
Name
attributes
Type
object
Description
Custom category attributes

Response schema

Name
application/json
Type
schema
Description

Responses

Name
200
Type
success
Description
TicketCategory
Name
400
Type
error
Description
Bad request. Invalid input, or the user has no access to the company (the server answers 400 with a text message)
Name
401
Type
error
Description
Unauthorized

Request

PUT

/ticketcategories/{id}

curl --location --request PUT 'https://gw.onemap8.com/api/ticketcategories/<integer>' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Basic {your_access_token}' \
--data '{
"id": 0,
"companyId": 0,
"parentId": 0,
"name": "<string>",
"teamId": 0,
"priorityId": 0,
"disabled": true,
"attributes": {}
}'

Response

{
"id": 0,
"companyId": 0,
"parentId": 0,
"name": "<string>",
"teamId": 0,
"priorityId": 0,
"disabled": true,
"attributes": {}
}

DELETE/ticketcategories/{id}

Delete a Ticket category

Authorizations

BasicAuth or ApiKey

Name
BasicAuth
Type
scheme
Description
HTTP Authorization Scheme: basic
Name
ApiKey
Type
scheme
Description
HTTP Authorization Scheme: bearer

Path parameters

Name
id
Type
integer required
Description

Responses

Name
204
Type
success
Description
No content
Name
400
Type
error
Description
Bad request. Invalid input, or the user has no access to the company (the server answers 400 with a text message)
Name
401
Type
error
Description
Unauthorized
Name
404
Type
error
Description
Not found

Request

DELETE

/ticketcategories/{id}

curl --location --request DELETE 'https://gw.onemap8.com/api/ticketcategories/<integer>' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Basic {your_access_token}'

Response

No content

GET/ticketpriorities

Fetch a list of TicketPriorities

Ticket priorities and their service levels, most urgent (lowest level) first.

Authorizations

BasicAuth or ApiKey

Name
BasicAuth
Type
scheme
Description
HTTP Authorization Scheme: basic
Name
ApiKey
Type
scheme
Description
HTTP Authorization Scheme: bearer

Query Parameters

Name
companyId
Type
integer
Description
Only records of this company
Name
keyword
Type
string
Description
Search keyword filter (name)
Name
limit
Type
integer
Description
Limit the number of returned results
Name
offset
Type
integer
Description
Offset for pagination

Response schema

Name
application/json
Type
schema
Description

Responses

Name
200
Type
success
Description
TicketPriority
Name
400
Type
error
Description
Bad request. Invalid input, or the user has no access to the company (the server answers 400 with a text message)
Name
401
Type
error
Description
Unauthorized

Request

GET

/ticketpriorities

curl --location 'https://gw.onemap8.com/api/ticketpriorities?companyId=<integer>&keyword=<string>&limit=<integer>&offset=<integer>' \
--header 'Accept: application/json' \
--header 'Authorization: Basic {your_access_token}'

Response

[
{
  "id": 0,
  "companyId": 0,
  "name": "<string>",
  "level": 0,
  "firstResponseMinutes": 0,
  "resolutionMinutes": 0,
  "calendarId": 0,
  "disabled": true,
  "attributes": {}
}
]

POST/ticketpriorities

Create a Ticket priority

Authorizations

BasicAuth or ApiKey

Name
BasicAuth
Type
scheme
Description
HTTP Authorization Scheme: basic
Name
ApiKey
Type
scheme
Description
HTTP Authorization Scheme: bearer

Request body schema

Name
application/json
Type
schema
Description

Body schema

Name
id
Type
integer
Description
Unique identifier
Name
companyId
Type
integer required
Description
The company the priority belongs to. Cannot be changed
Name
name
Type
string required
Description
Priority name
Name
level
Type
integer required
Description
Orders priorities; 1 is the most urgent
Name
firstResponseMinutes
Type
integer
Description
Minutes to the first response
Name
resolutionMinutes
Type
integer
Description
Minutes to the resolution
Name
calendarId
Type
integer
Description
The calendar whose events are the business hours, or 0 to count every minute
Name
disabled
Type
boolean
Description
Whether the priority is switched off
Name
attributes
Type
object
Description
Custom attributes. _escalateTeamId_ and _escalatePriorityId_ say where a ticket of this priority goes the first time it breaches a service level

Response schema

Name
application/json
Type
schema
Description

Responses

Name
200
Type
success
Description
TicketPriority
Name
400
Type
error
Description
Bad request. Invalid input, or the user has no access to the company (the server answers 400 with a text message)
Name
401
Type
error
Description
Unauthorized

Request

POST

/ticketpriorities

curl --location --request POST 'https://gw.onemap8.com/api/ticketpriorities' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Basic {your_access_token}' \
--data '{
"id": 0,
"companyId": 0,
"name": "<string>",
"level": 0,
"firstResponseMinutes": 0,
"resolutionMinutes": 0,
"calendarId": 0,
"disabled": true,
"attributes": {}
}'

Response

{
"id": 0,
"companyId": 0,
"name": "<string>",
"level": 0,
"firstResponseMinutes": 0,
"resolutionMinutes": 0,
"calendarId": 0,
"disabled": true,
"attributes": {}
}

GET/ticketpriorities/{id}

Fetch a Ticket priority

Authorizations

BasicAuth or ApiKey

Name
BasicAuth
Type
scheme
Description
HTTP Authorization Scheme: basic
Name
ApiKey
Type
scheme
Description
HTTP Authorization Scheme: bearer

Path parameters

Name
id
Type
integer required
Description

Response schema

Name
application/json
Type
schema
Description

Responses

Name
200
Type
success
Description
TicketPriority
Name
400
Type
error
Description
Bad request. Invalid input, or the user has no access to the company (the server answers 400 with a text message)
Name
401
Type
error
Description
Unauthorized
Name
404
Type
error
Description
Not found

Request

GET

/ticketpriorities/{id}

curl --location 'https://gw.onemap8.com/api/ticketpriorities/<integer>' \
--header 'Accept: application/json' \
--header 'Authorization: Basic {your_access_token}'

Response

{
"id": 0,
"companyId": 0,
"name": "<string>",
"level": 0,
"firstResponseMinutes": 0,
"resolutionMinutes": 0,
"calendarId": 0,
"disabled": true,
"attributes": {}
}

PUT/ticketpriorities/{id}

Update a Ticket priority

The id in the body must be the id in the path. The first response cannot be due after the resolution.

Authorizations

BasicAuth or ApiKey

Name
BasicAuth
Type
scheme
Description
HTTP Authorization Scheme: basic
Name
ApiKey
Type
scheme
Description
HTTP Authorization Scheme: bearer

Path parameters

Name
id
Type
integer required
Description

Request body schema

Name
application/json
Type
schema
Description

Body schema

Name
id
Type
integer
Description
Unique identifier
Name
companyId
Type
integer required
Description
The company the priority belongs to. Cannot be changed
Name
name
Type
string required
Description
Priority name
Name
level
Type
integer required
Description
Orders priorities; 1 is the most urgent
Name
firstResponseMinutes
Type
integer
Description
Minutes to the first response
Name
resolutionMinutes
Type
integer
Description
Minutes to the resolution
Name
calendarId
Type
integer
Description
The calendar whose events are the business hours, or 0 to count every minute
Name
disabled
Type
boolean
Description
Whether the priority is switched off
Name
attributes
Type
object
Description
Custom attributes. _escalateTeamId_ and _escalatePriorityId_ say where a ticket of this priority goes the first time it breaches a service level

Response schema

Name
application/json
Type
schema
Description

Responses

Name
200
Type
success
Description
TicketPriority
Name
400
Type
error
Description
Bad request. Invalid input, or the user has no access to the company (the server answers 400 with a text message)
Name
401
Type
error
Description
Unauthorized

Request

PUT

/ticketpriorities/{id}

curl --location --request PUT 'https://gw.onemap8.com/api/ticketpriorities/<integer>' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Basic {your_access_token}' \
--data '{
"id": 0,
"companyId": 0,
"name": "<string>",
"level": 0,
"firstResponseMinutes": 0,
"resolutionMinutes": 0,
"calendarId": 0,
"disabled": true,
"attributes": {}
}'

Response

{
"id": 0,
"companyId": 0,
"name": "<string>",
"level": 0,
"firstResponseMinutes": 0,
"resolutionMinutes": 0,
"calendarId": 0,
"disabled": true,
"attributes": {}
}

DELETE/ticketpriorities/{id}

Delete a Ticket priority

Authorizations

BasicAuth or ApiKey

Name
BasicAuth
Type
scheme
Description
HTTP Authorization Scheme: basic
Name
ApiKey
Type
scheme
Description
HTTP Authorization Scheme: bearer

Path parameters

Name
id
Type
integer required
Description

Responses

Name
204
Type
success
Description
No content
Name
400
Type
error
Description
Bad request. Invalid input, or the user has no access to the company (the server answers 400 with a text message)
Name
401
Type
error
Description
Unauthorized
Name
404
Type
error
Description
Not found

Request

DELETE

/ticketpriorities/{id}

curl --location --request DELETE 'https://gw.onemap8.com/api/ticketpriorities/<integer>' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Basic {your_access_token}'

Response

No content

GET/ticketstatuses

Fetch a list of TicketStatuses

The statuses of a company ticket workflow, in the order of sortOrder.

Authorizations

BasicAuth or ApiKey

Name
BasicAuth
Type
scheme
Description
HTTP Authorization Scheme: basic
Name
ApiKey
Type
scheme
Description
HTTP Authorization Scheme: bearer

Query Parameters

Name
companyId
Type
integer
Description
Only records of this company
Name
keyword
Type
string
Description
Search keyword filter (name)
Name
limit
Type
integer
Description
Limit the number of returned results
Name
offset
Type
integer
Description
Offset for pagination

Response schema

Name
application/json
Type
schema
Description

Responses

Name
200
Type
success
Description
TicketStatus
Name
400
Type
error
Description
Bad request. Invalid input, or the user has no access to the company (the server answers 400 with a text message)
Name
401
Type
error
Description
Unauthorized

Request

GET

/ticketstatuses

curl --location 'https://gw.onemap8.com/api/ticketstatuses?companyId=<integer>&keyword=<string>&limit=<integer>&offset=<integer>' \
--header 'Accept: application/json' \
--header 'Authorization: Basic {your_access_token}'

Response

[
{
  "id": 0,
  "companyId": 0,
  "name": "<string>",
  "kind": "new",
  "sortOrder": 0,
  "disabled": true,
  "attributes": {}
}
]

POST/ticketstatuses

Create a Ticket status

Authorizations

BasicAuth or ApiKey

Name
BasicAuth
Type
scheme
Description
HTTP Authorization Scheme: basic
Name
ApiKey
Type
scheme
Description
HTTP Authorization Scheme: bearer

Request body schema

Name
application/json
Type
schema
Description

Body schema

Name
id
Type
integer
Description
Unique identifier
Name
companyId
Type
integer required
Description
The company the status belongs to. Cannot be changed
Name
name
Type
string required
Description
The company own word for the status
Name
kind
Type
string required
Description
What the system understands by the status
Name
sortOrder
Type
integer
Description
Position in the workflow
Name
disabled
Type
boolean
Description
Whether the status is switched off
Name
attributes
Type
object
Description
Custom attributes. _next_ is the list of status ids a ticket can move to from this one: absent means any, an empty list means final

Response schema

Name
application/json
Type
schema
Description

Responses

Name
200
Type
success
Description
TicketStatus
Name
400
Type
error
Description
Bad request. Invalid input, or the user has no access to the company (the server answers 400 with a text message)
Name
401
Type
error
Description
Unauthorized

Request

POST

/ticketstatuses

curl --location --request POST 'https://gw.onemap8.com/api/ticketstatuses' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Basic {your_access_token}' \
--data '{
"id": 0,
"companyId": 0,
"name": "<string>",
"kind": "new",
"sortOrder": 0,
"disabled": true,
"attributes": {}
}'

Response

{
"id": 0,
"companyId": 0,
"name": "<string>",
"kind": "new",
"sortOrder": 0,
"disabled": true,
"attributes": {}
}

GET/ticketstatuses/{id}

Fetch a Ticket status

Authorizations

BasicAuth or ApiKey

Name
BasicAuth
Type
scheme
Description
HTTP Authorization Scheme: basic
Name
ApiKey
Type
scheme
Description
HTTP Authorization Scheme: bearer

Path parameters

Name
id
Type
integer required
Description

Response schema

Name
application/json
Type
schema
Description

Responses

Name
200
Type
success
Description
TicketStatus
Name
400
Type
error
Description
Bad request. Invalid input, or the user has no access to the company (the server answers 400 with a text message)
Name
401
Type
error
Description
Unauthorized
Name
404
Type
error
Description
Not found

Request

GET

/ticketstatuses/{id}

curl --location 'https://gw.onemap8.com/api/ticketstatuses/<integer>' \
--header 'Accept: application/json' \
--header 'Authorization: Basic {your_access_token}'

Response

{
"id": 0,
"companyId": 0,
"name": "<string>",
"kind": "new",
"sortOrder": 0,
"disabled": true,
"attributes": {}
}

PUT/ticketstatuses/{id}

Update a Ticket status

The id in the body must be the id in the path. A status that tickets use cannot be deleted.

Authorizations

BasicAuth or ApiKey

Name
BasicAuth
Type
scheme
Description
HTTP Authorization Scheme: basic
Name
ApiKey
Type
scheme
Description
HTTP Authorization Scheme: bearer

Path parameters

Name
id
Type
integer required
Description

Request body schema

Name
application/json
Type
schema
Description

Body schema

Name
id
Type
integer
Description
Unique identifier
Name
companyId
Type
integer required
Description
The company the status belongs to. Cannot be changed
Name
name
Type
string required
Description
The company own word for the status
Name
kind
Type
string required
Description
What the system understands by the status
Name
sortOrder
Type
integer
Description
Position in the workflow
Name
disabled
Type
boolean
Description
Whether the status is switched off
Name
attributes
Type
object
Description
Custom attributes. _next_ is the list of status ids a ticket can move to from this one: absent means any, an empty list means final

Response schema

Name
application/json
Type
schema
Description

Responses

Name
200
Type
success
Description
TicketStatus
Name
400
Type
error
Description
Bad request. Invalid input, or the user has no access to the company (the server answers 400 with a text message)
Name
401
Type
error
Description
Unauthorized

Request

PUT

/ticketstatuses/{id}

curl --location --request PUT 'https://gw.onemap8.com/api/ticketstatuses/<integer>' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Basic {your_access_token}' \
--data '{
"id": 0,
"companyId": 0,
"name": "<string>",
"kind": "new",
"sortOrder": 0,
"disabled": true,
"attributes": {}
}'

Response

{
"id": 0,
"companyId": 0,
"name": "<string>",
"kind": "new",
"sortOrder": 0,
"disabled": true,
"attributes": {}
}

DELETE/ticketstatuses/{id}

Delete a Ticket status

Authorizations

BasicAuth or ApiKey

Name
BasicAuth
Type
scheme
Description
HTTP Authorization Scheme: basic
Name
ApiKey
Type
scheme
Description
HTTP Authorization Scheme: bearer

Path parameters

Name
id
Type
integer required
Description

Responses

Name
204
Type
success
Description
No content
Name
400
Type
error
Description
Bad request. Invalid input, or the user has no access to the company (the server answers 400 with a text message)
Name
401
Type
error
Description
Unauthorized
Name
404
Type
error
Description
Not found

Request

DELETE

/ticketstatuses/{id}

curl --location --request DELETE 'https://gw.onemap8.com/api/ticketstatuses/<integer>' \
--header 'Content-Type: application/json' \
--header 'Accept: application/json' \
--header 'Authorization: Basic {your_access_token}'

Response

No content