Faults Schema
Schemas
Faults (Ticket)
The core ticket object. Key fields:
| Field | Type | Description |
|---|---|---|
id | integer | Ticket ID |
dateoccurred | date-time | Date ticket was opened |
summary | string | Ticket subject/summary |
details | string | Ticket details (plain text) |
details_html | string | Ticket details (HTML) |
status_id | integer | Status ID |
status_name | string | Status name |
tickettype_id | integer | Ticket type ID |
tickettype_name | string | Ticket type name |
sla_id | integer | SLA ID |
sla_name | string | SLA name |
priority_id | integer | Priority ID |
client_id | integer | Client ID |
client_name | string | Client name |
site_id | integer | Site ID |
site_name | string | Site name |
user_id | integer | End user ID |
user_name | string | End user name |
user_email | string | End user email |
team_id | integer | Team ID |
team | string | Team name |
agent_id | integer | Assigned agent ID |
agent_name | string | Assigned agent name |
category_1 / category_2 / category_3 / category_4 | string | Category names (levels 1-4) |
categoryid_1 / categoryid_2 / categoryid_3 / categoryid_4 | integer | Category IDs (levels 1-4) |
impact | integer | Impact level |
urgency | integer | Urgency level |
impactlevel | integer | Impact level (alternate field) |
onhold | boolean | Whether ticket is on hold |
flagged | boolean | Whether ticket is flagged |
read | boolean | Whether ticket has been read |
timetaken | number/double | Total time taken (hours) |
chargehours | number/double | Billable hours |
nonchargehours | number/double | Non-billable hours |
estimate | number/double | Estimated hours |
respondbydate | date-time | SLA response-by date |
responsedate | date-time | Actual response date |
responsetime | number/double | Response time (hours) |
first_responsedate | date-time | First response date |
first_responsetime | number/double | First response time (hours) |
first_respond_by_date | date-time | First response deadline |
fixbydate | date-time | SLA fix-by date |
dateclosed | date-time | Date closed |
dateassigned | date-time | Date assigned |
datecreated | date-time | Date created |
lastactiondate | date-time | Date of last action |
last_update | date-time | Date of last update |
lastincomingemail | date-time | Date of last incoming email |
slaresponsestate | string | SLA response state |
sla_first_response_state | string | SLA first response state |
slapercused | number/double | Percentage of SLA time used |
slatimeleft | number/double | SLA time remaining |
slatimeelapsed | number/double | SLA time elapsed |
slatimeremaining | number/double | SLA time remaining |
excludefromsla | boolean | Exclude from SLA calculations |
parent_id | integer | Parent ticket ID |
child_count | integer | Number of child tickets |
child_count_open | integer | Number of open child tickets |
child_ticket_ids | array of integer | Child ticket ID list |
attachment_count | integer | Number of attachments |
startdate | date-time | Project/ticket start date |
targetdate | date-time | Target completion date |
deadlinedate | date-time | Deadline date |
followupdate | date-time | Follow-up date |
contract_id | integer | Associated contract ID |
contract_ref | string | Contract reference |
service_id | integer | Service ID |
product_id | integer | Product ID |
product_name | string | Product name |
release_id | integer | Release 1 ID |
release_name | string | Release 1 name |
release2_id / release3_id | integer | Release 2/3 IDs |
workflow_id | integer | Workflow ID |
workflow_name | string | Workflow name |
workflow_stage | string | Current workflow stage |
workflow_stage_id | integer | Workflow stage ID |
requesttype_name | string | Request type name |
itilname | string | ITIL type name |
supplier_id | integer | Supplier ID |
supplier_name | string | Supplier name |
supplier_status | integer | Supplier status |
third_party_id | integer | Third-party system ID |
third_party_id_string | string | Third-party ID string |
invoicenumber | string | Invoice number |
invoicedate | date-time | Invoice date |
invoicepaiddate | date-time | Invoice paid date |
invoicestatus | integer | Invoice status |
satisfactionlevel | integer | Customer satisfaction rating |
satisfactioncomment | string | Customer satisfaction comment |
customfields | array of CustomField | Custom field values |
timeentries | array of FaultsTimeEntry | Time entries |
approvers | array of FaultApproval | Current approvers |
attachments | array of Attachment | Ticket attachments |
todo_list | array of FaultToDo | ToDo items |
assets | array of Device_List | Linked assets |
tags | array of Tag | Ticket tags |
is_vip | boolean | Whether the user is VIP |
is_project | boolean | Whether this is a project ticket |
is_maintenance | boolean | Whether this is a maintenance ticket |
is_sensitive | boolean | Whether ticket is marked sensitive |
deleted | boolean | Whether ticket is deleted |
locked | boolean | Whether ticket is locked |
hasbeenclosed | boolean | Whether ticket has ever been closed |
knownerror | boolean | Whether this is a known error |
showforusers | boolean | Visible to end users |
ai_summary | string | AI-generated ticket summary |
ai_generated_summary | string | AI-generated summary (alternate) |
ai_suggested_priority | string | AI-suggested priority |
ai_suggested_urgency | integer | AI-suggested urgency |
ai_suggested_impact | integer | AI-suggested impact |
ai_suggested_resolution | string | AI-suggested resolution |
closure_note | string | Closure note (plain text) |
closure_note_html | string | Closure note (HTML) |
approval_process_id | integer | Current approval process ID |
approval_process_step | integer | Current approval process step |
web_url | string | Web URL for this ticket |
api_url | string | API URL for this ticket |
_warning | string | Warning message from API |
Faults_View
List response wrapper returned by GET /Tickets. Contains pagination metadata and an array of Faults objects.
FaultDraft
Saved draft ticket data. Fields: id, tickettype_id, service_id, json_content.
FaultApproval
See schema detail under POST /TicketApproval above.
FaultsForecasting
Agent hour forecasting for a ticket. Fields: id, agent_id, ticket_id, date, hours, _warning.
FaultToDo
Checklist item on a ticket. See schema detail under POST /ToDo above.