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
}
}
