G

IsParticipant

boolean

obsolete

G

IsClosed

boolean

True if closed.

G

CurrentStageEscalation
DateTime

dateTime

Stage escalation date and time.

G

CurrentGoalDateTime

dateTime

Stage goal date and time.

AGU

Owner

string

Owner of the ticket.

Participant

string

obsolete

AGU

AssigneeType

string

Type of assignee:

• UNKNOWN
• PARTICIPANT - individual assignee
• POOL - a pool of users

AGU

Assignee

string

Assignee name.

AGU

AssigneeEmail

string

Assignee email.

G

ActualCompletionDate

dateTime

obsolete

G

ExpectedCompletion
Date

dateTime

Date time the ticket is or was expected to be closed, (the ticket goal due date).

G

ActualResolutionDate

dateTime

Date time a resolution type was set for the ticket.

AGU

PromisedDate

dateTime

Date time promise date entered by the customer representative to resolve the ticket.

G

IsArchived

boolean

True if ticket is archived.

G

IsError

boolean

obsolete

G

IsPoolAssignee

boolean

obsolete

ErrorMessage

string

obsolete

Notify

boolean

obsolete

G

CurrentStage

string

The current stage.

AGU

ResolutionNote

string

Descriptive text entered with the resolution type.

G

LockTime

dateTime

Date time the ticket was locked by opening the ticket for editing.

G

LockUser

string

User locking the ticket by opening the ticket for editing.

G

StageGoalTime
Remaining

int

The time remaining before the stage goal timer executes the goal procedure. Rrelevant when the stage goal has been paused.

AGU

SourceType

string

The source type, either a system event or email, that generated a ticket request.

• Email
• Backup
• KES
• Patch
• Monitor
• Alarm
• Portal
• ServiceDesk
• Other

OrgAddress/Address

string

Org address 1

OrgAddress/Address

string

Org address 2

OrgAddress/City

string

Org city

OrgAddress/State

string

Org state

OrgAddress/Zip

string

Org zip

OrgAddress/Country

string

Org address

AGLU

Field

CustomField

Zero or more custom fields values

AGU

Notes

Note

Zero or more notes.

AGU

Attachments

Attachment

Zero or more attachments

AGU

RelatedIncidents

Related
Incident

Zero or more related incidents

StartDate

datetime

start date/time of the task

EndDate

datetime

end date/time of the task

UpdateTime

datetime

last date/time this task was updated

FollowupDate

datetime

date/time to followup on this task

CompletionDate

datetime

completion date/time of this task

ApprovalDate

datetime

approval date/time of this task

PromiseDate

datetime

promise date/time for this task

PercentCompletion

int

percent completion of this task

TaskStatus

string

status of this task

ActualHours

double

total hours worked for this task

Resource

Resource

Zero or more resources

Assignee

string

assignee assigned to this task

EstimatedHours

decimal

Estimated total hours worked for this ticket.

TotalHours

decimal

Actual hours worked for this ticket.

PreviousStage

string

PreviousStage of this ticket.

WorkPerformedDateTime

datetime

Datetime work was performed on this ticket.

EditingTemplate

string

Editing template used to edit this ticket.

GU

ServiceDeskDefinition

ServiceDesk
Definition