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Web Services Methods › Business Methods › createTicket

createTicket

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. For more information about Duplicate Ticket Handling, see Duplicate Ticket Handling.

newTicketHandle

String Holder

Identifies the String Holder object for capturing returned data. See the XML Element Return list below for details.

newTicketNumber

String Holder

Identifies the String Holder object for capturing returned data. See the XML Element Return list below for details.

returnUserData

String Holder

Identifies the String Holder object for capturing returned data. See the XML Element Return list below for details.

returnApplicationData

String Holder

Identifies the String Holder object for capturing returned data. See the XML Element Return list below 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. For detailed information about configuring access policy and problem types, see the Implementation Guide.

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.