GetIncident

Ticket Settings

The following elements returned describe the current value for each field in a ticket.

A single record of the following elements returned.

IsParticipant	boolean	True if ticket assigned to an individual user.
IsClosed	boolean	True if closed.
CurrentStageEscalationDateTime	dateTime	Stage escalation date and time.
CurrentGoalDateTime	dateTime	Stage goal date and time.
Owner	string	Owner of the ticket.
Participant	string	User assigned to ticket.
AssigneeType	string	Type of assignee: UNKNOWN PARTICIPANT - individual assignee POOL - a pool of users
Assignee	string	Assignee name.
AssigneeEmail	string	Assignee email.
ActualCompletionDate	dateTime	obsolete
ExpectedCompletionDate	dateTime	Date time the ticket is or was expected to be closed, based on the ticket goal due date.
ActualResolutionDate	dateTime	Date time a resolution type was set for the ticket.
PromisedDate	dateTime	Date time promise date entered by the customer representative to resolve the ticket.
IsArchived	boolean	True if ticket is archived.
IsError	boolean	obsolete
IsPoolAssignee	boolean	True if ticket is assigned to pool.
ErrorMessage	string	obsolete
Notify	boolean	obsolete
CurrentStage	string	The current stage.
ResolutionNote	string	Descriptive text entered with the resolution type.
LockTime	dateTime	Date time the ticket was locked by opening the ticket for editing.
LockUser	string	User locking the ticket by opening the ticket for editing.
StageGoalTimeRemaining	int	The time remaining before the stage goal timer executes the goal procedure.
SourceType	string	The source type, either a system event or email, that generated a ticket request. Email BUDR KES Patch Monitor Alarm Portal ServiceDesk Other

Multiple records of the following fields are returned, if applicable.

Field	string	One or more custom fields values
Note	decimal	One or more notes.
Attachment	decimal	One or more attachments
Incident	decimal	One or more related incidents

Service Desk Definition

The following elements returned describe the service desk definition used to edit the ticket. This provides each of the possible values for each field in the ticket.

A single record of the following elements returned.

ServiceDeskDefinition	id="decimal"	A unique identifier.
Name	string	The name of the service desk definition.
Description	string	A brief description of the service desk definition.
RequireTime	boolean	If true, entering hours worked is required.
DisplayMachineInfo	boolean	If true, machine lookup field is displayed.
RequireMachineInfo	boolean	If true, machine lookup association is required.
DisplayOrgInfo	boolean	If true, organization lookup field is displayed.
RequireOrgInfo	boolean	If true, organization lookup association is required.
DisplayCI	boolean	obsolete
RequireCI	boolean	obsolete
AllAdmins	boolean	obsolete
AutoStartClock	boolean	If true, a clock is automatically started when the user starts to edit the ticket.
AutoSaveClock	boolean	If true, when the ticket is saved, the difference between the current time and the start time is entered as the Hours Worked.
AutoInsertNote	boolean	If true, notes are automatically added to each ticket for the changes made to the ticket.
AutoInsertNoteHidden	boolean	If true, automatically generated notes are made hidden.
NeedStatusNote	boolean	obsolete
SDPrefix	string	The prefix code added to the beginning of the ticket ID.
DefaultStatus	decimal	Default status value.
DefaultStage	decimal	Default stage value.
DefaultPriority	decimal	Default priority value.
DefaultSeverity	decimal	Default severity value.
DefaultResolution	decimal	Default resolution value.
DefaultCategory	decimal	Default category value.
DefaultSubCategory	decimal	obsolete
DefaultServiceDesk	boolean	If true, this is the default service desk, the first one selected when creating new tickets.
TemplateName	string	The template file used to initially create the service desk. Not used otherwise.
TemplateType	int	The type of service desk – 1=ticket, 3=knowledge base
SequenceName	string	For internal development use only.
EditingTemplate	string	The name of the form used to edit tickets for the service desk.
EmailReader	string	The email reader associated with the service desk.
Administrator	string	The user that is the “desk administrator” of the service desk. The desk administrator is notified of certain errors within the service desk.
DefaultPolicy	string	The default policy assigned to the desk.
Status		Returns a list of child elements of each Status value in the service desk.
Priority		Returns a list of child elements of each Priority value in the service desk.
Severity		Returns a list of child elements of each Severity value in the service desk.
Resolution		Returns a list of child elements of each Resolution value in the service desk.
Categories		Returns a list of child elements of each Category value in the service desk. Each Category can include child SubCategory elements if they exist.
Stages		Returns a list of child elements of each Stage value in the service desk. Each Stage is identified by a Begin, Middle, or End stagetype attribute. Each stage has the following child elements: Item - The name of the stage. Initialization - The Stage Entry procedure linked to the stage. Escalation - The Escalation procedure linked to the stage. Time and Units are specified as attributes. Goal - The Goal linked to the stage. The Goal procedure linked to the stage. Time and Units are specified as attributes. NextStage - The Stage Exit procedure linked to the stage.
Participants	decimal	obsolete
CurrentContact		Contact information about the user logged on during this transaction. If the user is associated with a staff record, then the `CurrentContact` information is culled from the staff record. If the currently logged on user is a machine user using Portal Access, then `CurrentContact` information is culled from the Home > Change Profile tab of Portal Access. ContactName PhoneNumber Organization EmailAddress
SubmitterTypes	string	Type of person submitting the ticket: UNKNOWN PARTICIPANT - A participant is a VSA user. USER - Someone not known to VSA.
CustomFields		Returns zero or more Field elements, each with the following hierarchy: Caption - Screen caption. Title - Report title. Fieldname - Name of the field. FieldFormat - Data type. DefaultValue - Default value, if a List data type. Values - collection element, if a List data type. Item - List item value.
AccessRights		Returns a hierarchy of child elements: ViewHiddenNotes - true or false ChangeHiddenNotes - true or false Field Rights>Field Right - collection elements FieldName - Name of the ticket field AccessType - Required, Edit, View Only, Hidden
NoteTemplates		Returns a list of note templates, each representing standard text that can be added to ticket notes.
ChangeProcedure	string	The Change Ticket procedure associated with the service desk.
GoalProcedure	decimal	The Goal procedure associated with the service desk.
Method	string	The operation that requested this response.
TransactionID	decimal	The unique message ID for this message.
ErrorMessage	string	If blank, no error was returned.
ErrorLocation	string	If blank, no error was returned.

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