createTicket Method

This article contains the following topics:
casm172
This article contains the following topics:
The following parameters apply to the createTicket method:
Parameter
Type
Description
SID
Integer
Identifies the session retrieved from logging in.
Description
String
(Optional) Identifies the description of the ticket.
problem_type
String
Specifies the code (not the persistent ID) for an existing problem type for the policy under which a Web Services application is running. If this is blank or contains a bad value, the default problem type is used.
Userid
String
(Optional) Specifies the user ID of the end user for the new ticket. If this is blank or the supplied user ID is not found, the proxy contact defined in the access policy is used and the ticket is still created.
Asset
String
(Optional) Identifies the handle of an asset to be attached to the ticket.
DuplicationID
String
(Optional) Allows callers to assist the duplication handling routines used for classifying tickets as being unique or different. If duplicate handling is on, this string is inspected after other duplicate handling criteria match to determine whether this is a unique or duplicate call to this method.
newTicketHandle
String Holder
Identifies the String Holder object for capturing returned data. See the XML Element Return list on this page for details.
newTicketNumber
String Holder
Identifies the String Holder object for capturing returned data. See the XML Element Return list on this page for details.
returnUserData
String Holder
Identifies the String Holder object for capturing returned data. See the XML Element Return list on this page for details.
returnApplicationData
String Holder
Identifies the String Holder object for capturing returned data. See the XML Element Return list on this page for details.
Description
Creates a ticket based on the rules defined in both the Service Aware Policy and the specified Problem Type. The Problem Type specifies the type of ticket created by a Request/Change/Issue template. The supplied description is copied in and the user is set from the access policy proxy contact.
If input problem_type does not exist, the policy default problem type is used. The problem type also defines how to handle duplicate ticket creation, and additional returned data.
Returns
Returns the new ticket handle, ticket number, and the user-specified return data defined in the problem type that is used to create the ticket.
XML Element
Type
Description
<UDSObject>
N/A
Returns the XML element so that it is consistent with the returns of these other methods:
createRequest()
createChange()
createIssue()
The body of this tag is empty.
<newTicketHandle>
String
Identifies the new ticket handle.
<newTicketNumber>
String
Identifies the new ticket number (its “ref_num” or “chg_ref_num” attribute).
<returnUserData>
String
Identifies the user-specified data for the problem type intended for display to the end user, or for log entries. You can set this value in the User Data Return field on the Returned Data tab of the Problem Type Detail window.
<returnApplicationData>
String
Identifies the user-specified data for the problem type intended for use within the application code, especially for actions. You can set this value in the Application Data Return field on the Returned Data tab of the Problem Type Detail window.
 
createQuickTicket
The following parameters apply to the createQuickTicket method:
Parameter
Type
Description
SID
Integer
Identifies the session retrieved from logging in.
customerHandle
String
Identifies the customer handle used to create the ticket.
description
String
(Optional) Identifies the description of the ticket.
newTicketHandle
String Holder
String Holder object for capturing returned data. See the XML Element Return list on this page for details.
newTicketNumber
String Holder
String Holder object for capturing returned data. See the XML Element Return list on this page for details.
Description
Creates a ticket based on the preferred document type of the user represented by customerHandle. Contact access rights are determined by an Access Type record, which also sets the contact preferred document type (Request, Incident, Problem, Issue or Change Order). If a contact document type is Issue, this method will create an Issue; if the document type is Request, a Request is created, and so on. The contact represented by customerHandle is used to set the end user/customer field of the new ticket. The ticket description is set to the input
description
value.
Returns
Returns the new ticket handle, ticket number, and a brief representation of the new ticket in <UDSObject> format.
XML Element
Type
Description
<UDSObject>
N/A
Returns a partial set of attributes because it is a high-level method designed to simplify the process. Their values come from the following methods, and the XML element is returned so it is consistent with the returns of these methods:
createRequest()
createChange()
createIssue()
<newTicketHandle>
String
Identifies the new ticket handle.
<newTicketNumber>
String
Identifies the new ticket number (its “ref_num” or “chg_ref_num” attribute).
 
closeTicket
The following parameters apply to the closeTicket method:
Parameter
Type
Description
SID
Integer
Identifies the session retrieved from logging in.
description
String
(Optional) Identifies the description of the ticket, which can be used in the Close activity log.
ticketHandle
String
Identifies the ticket to close.
Description
Sets the status of the ticket to “Closed” and adds an activity log with the input description.
Returns
The handle to the activity log object created. It provides the same return as the changeStatus() method.
XML Element
Type
Description
<LogHandle>
String
Specifies the handle for new activity log (0 or more of these can be returned).