The TicketLookupActor
allows an agent to look up a ticket. This service calls the TicketLookupDroplet
to provide search parameters. The TicketLookupActor
is located at /atg/ticketing/droplet/
.
This actor uses the lookup
actor-chain.
Parameter | Description |
---|---|
| The name of the ticketing property to search on when performing the lookup. |
| The value of the property. |
| Looks up tickets whose |
| The ID of the ticket. |
| The first ticket to return. This property is used to break large query results into smaller pieces. |
| The number of tickets to return. |
Lookup Ticket Examples
The following example looks for tickets that were created on the telephone. The server will respond with a list of all tickets and the corresponding ticket information that meet the criteria.
curl –L -v -b agent_cookies.txt -H "Content-Type: application/json" –d "{\"searchProperty\" : \"creationChannel\" , \"value\" : \"telephony\" }" "http://localhost:8180/rest/model/atg/ticketing/droplet/TicketLookupActor/lookup"
This example looks for a specific ticket, which is identified by its ticket ID.
curl –L -v -b agent_cookies.txt -H "Content-Type: application/json" –d "{\"ticketId\" : \"22003\" }" "http://localhost:8180/rest/model/atg/ticketing/ droplet/TicketLookupActor/lookup"
The server response to this example might be similar to the following:
{ "tickets": { "creationChannel": "telephony", "hasPendingOwnership": false, "relatedTickets": [], "escalationCount": 1, "externalTicketSystem": null, "escalationLevel": "Tier3", "pendingTime": null, "activitiesByDate": [{ "abstract": null, "previousSubStatus": { "subStatusName": "Closed", "parentStatus": "Closed" }, "application": "Agent", "textContent": null, "newSubStatus": { "subStatusName": "ReOpened", "parentStatus": "Open" }, "reason": null, "inProgress": null, "type": "statusChange", "id": "1700003", "activityData": null, "userName": null, "creationTime": { "time": 1375785034000 }, "public": false, "heading": null }, { "abstract": null, "application": "Agent", "textContent": null, "reason": null, "inProgress": null, "type": "agentAssignment", "id": "1700004", "activityData": null, "userName": null, "creationTime": { "time": 1375785034000 }, "public": false, "heading": null }, { "abstract": null, "application": "Agent", "textContent": null, "reason": null, "inProgress": null, "type": "agentAssignment", "id": "1600009", "activityData": null, "userName": null, "creationTime": { "time": 1375716548000 }, "public": false, "heading": null }, { "abstract": null, "previousSubStatus": { "subStatusName": "Closed", "parentStatus": "Closed" }, "application": "Agent", "textContent": null, "newSubStatus": { "subStatusName": "ReOpened", "parentStatus": "Open" }, "reason": null, "inProgress": null, "type": "statusChange", "id": "1600008", "activityData": null, "userName": null, "creationTime": { "time": 1375716548000 }, "public": false, "heading": null }, { "abstract": null, "previousSubStatus": { "subStatusName": "ReOpened", "parentStatus": "Open" }, "application": "Agent", "textContent": null, "newSubStatus": { "subStatusName": "Closed", "parentStatus": "Closed" }, "reason": null, "inProgress": null, "type": "statusChange", "id": "1600010", "activityData": null, "userName": null, "creationTime": { "time": 1375716548000 }, "public": false, "heading": null }, { "abstract": null, "previousSubStatus": { "subStatusName": "Open", "parentStatus": "Open" }, "application": "Agent", "textContent": null, "newSubStatus": { "subStatusName": "Closed", "parentStatus": "Closed" }, "reason": null, "inProgress": null, "type": "statusChange", "id": "1600005", "activityData": null, "userName": null, "creationTime": { "time": 1375716201000 }, "public": false, "heading": null }, { "abstract": null, "application": "Agent", "textContent": null, "reason": null, "inProgress": null, "type": "agentAssignment", "id": "999999", "activityData": null, "userName": null, "creationTime": { "time": 1375276229000 }, "public": false, "heading": null }], "id": "2200", "duplicateOfTicketId": null, "loadedTimestamp": null, "slaBaseTimestamp": { "time": 1374054964000 }, "description": null, "priority": 0, "lastModifiedInDays": 0, "customerDetails": null, "creationTime": { "time": 1374054650000 }, "application": "Agent", "lastModified": { "time": 1376639939000 }, "originatingTicketId": null, "ageInDays": 30, "mergeable": true, "externalReferences": [], "inProgressActivity": null, "loaded": false, "externalTicketId": null, "inboundChannelAddress": null, "subStatus": { "subStatusName": "Open", "parentStatus": "Open" }, "pushable": false, "due": null, "releaseTime": null, "defaultOutboundChannel": "unknown", "user": null, "displayId": "2200", "ticketQueue": null } }