Ticket Configuration Endpoints

Ticket Configuration

This section covers the configuration endpoints for ticket types, statuses, outcomes, areas, templates, and categories in HaloPSA.

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TOutcome

Ticket outcomes define possible resolution states (e.g., "Fixed", "Workaround Applied"). They control workflow transitions, SLA holds, email notifications, and child ticket creation.

GET /Outcome

Summary: List of TOutcome

Returns multiple TOutcome records. Requires authentication.

Parameter	Type	Description
access_control_level	integer	Filter by access control level
debug	boolean	Include debug information
excludesystemactions	boolean	Exclude system-generated actions
quick_only	boolean	Return only quick outcomes
showhidden	boolean	Include hidden outcomes
showsystemactions	string	Show system actions
slastate	integer	Filter by SLA state
status	integer	Filter by status
supplier_id	integer	Filter by supplier
supplier_status	integer	Filter by supplier status
tickettype_id	integer	Filter by ticket type
workflow_id	integer	Filter by workflow
workflow_step	integer	Filter by workflow step

POST /Outcome

Creates or updates TOutcome records. Request body: array of TOutcome objects.

GET /Outcome/{id}

Summary: Get one TOutcome

Returns a single TOutcome instance by ID. Requires authentication.

Parameter	Type	Description
id	integer (path, required)	Outcome ID
action_id	integer	Filter by action
anon_ticketid	integer	Anonymous ticket ID
contract_id	integer	Filter by contract
debug	boolean	Include debug info
includedetails	boolean	Include related detail objects
invoice_id	integer	Filter by invoice
matched_kb_client_id	integer	Matched KB client ID
matched_kbid	integer	Matched KB article ID
override_user_id	integer	Override user for context
purchaseorder_id	integer	Filter by purchase order
quotation_id	integer	Filter by quotation
salesorder_id	integer	Filter by sales order
selected_supplier_id	integer	Selected supplier
ticket_id	integer	Filter by ticket
token	string	Auth token

DELETE /Outcome/{id}

Deletes a TOutcome by ID.

Parameter	Type	Description
id	integer (path, required)	Outcome ID

TOutcome Schema — Key Fields

Field	Type	Description
id	integer	Outcome ID
outcome	string	Outcome name/label
buttonname	string	Label shown on action button
labellong	string	Long description label
colour	string	Display colour
sequence	integer	Display sort order
hidden	boolean	Whether hidden from normal views
newstatus	integer	Status to set when this outcome is used
sendemail	integer	Email sending behaviour
sendsms	integer	SMS sending behaviour
slaholdischecked	boolean	Whether SLA hold is enabled
slareleaseischecked	boolean	Whether SLA release is enabled
emailtemplate_id	integer	Email template to use
child_template_id	integer	Template for created child ticket
createchildticketortemplate	integer	Whether to create child ticket or use template
child_ticket_type_id	integer	Ticket type for created child
defaultmanhrs	number	Default man-hours to log
defaultnonbill	number	Default non-billable hours
chargerate	integer	Default charge rate
approval_process_id	integer	Approval process to trigger
workflow_id	integer	Workflow to apply
workflow_step_id	integer	Workflow step to transition to
mustaddnote	boolean	Require a note before completing
mustassign	boolean	Require assignment before completing
hidefromuser	boolean	Hide from end-user portal
requesttype	integer	Associated request type
tickettypes	array	Ticket types this outcome applies to
fields	array	Custom fields shown for this outcome
access_control_level	integer	Access control level

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TStatus

Ticket statuses represent the lifecycle stages of a ticket (e.g., "Open", "In Progress", "Closed").

GET /Status

Summary: List of TStatus

Returns multiple TStatus records. Requires authentication.

Parameter	Type	Description
domain	string	Filter by domain (reqs, opps, prjs)
excludeclosed	boolean	Exclude closed statuses
excludepending	boolean	Exclude pending statuses
outcome_id	integer	Filter by outcome
showall	boolean	Show all statuses
showcounts	boolean	Include ticket counts per status
showquickchangeoptions	boolean	Only show statuses available for quick change
split_closed	boolean	Split closed statuses separately
ticket_id	integer	Filter by ticket context
ticket_id_firstchild	integer	First child ticket context
ticketarea_id	integer	Filter by ticket area
tickettype_group_id	integer	Filter by ticket type group
tickettype_id	integer	Filter by ticket type
tickettype_ids	string	Comma-separated list of ticket type IDs
type	string	Filter by status type
view_id	integer	Filter by view

POST /Status

Creates or updates TStatus records. Request body: array of TStatus objects.

GET /Status/{id}

Summary: Get one TStatus

Returns a single TStatus instance by ID. Requires authentication.

Parameter	Type	Description
id	integer (path, required)	Status ID
includedetails	boolean	Include related detail objects

DELETE /Status/{id}

Deletes a TStatus by ID.

Parameter	Type	Description
id	integer (path, required)	Status ID

TStatus Schema — Key Fields

Field	Type	Description
id	integer	Status ID
name	string	Status display name
shortname	string	Short name/abbreviation
type	integer	Status type (open/closed/pending etc.)
sequence	integer	Sort order
colour	string	Display colour
slaaction	string	SLA action when ticket enters this status
ticket_count	integer	Count of tickets in this status
showonquickchange	boolean	Show in quick-change dropdown
timeuntilloffhold	number	Hours until ticket comes off hold
statuschangeto	integer	Auto-change to this status after a period
statuschangetofreq	number	Frequency (hours) for auto status change
statusnochangehours	number	Hours of no-change before escalation
nochangetemplate	integer	Email template for no-change notification
statusemailid	integer	Email template for status change notification
statusemailfreqdays	integer	Days between recurring status emails
notifystatuschange	integer	Who to notify on status change
dontsendslareminders	boolean	Suppress SLA reminders in this status
slaignorerelease	boolean	Ignore SLA release in this status
includeinloadbalance	boolean	Include in agent load balancing
tickettypes	array	Ticket types this status applies to
outcomes	array	Outcomes associated with this status
useworkinghours	integer	Whether to use working hours for timers

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RequestType

Ticket types (also called Request Types) define the category of work: incidents, service requests, changes, problems, projects, etc.

GET /TicketType

Summary: List of RequestType

Returns multiple RequestType records. Requires authentication.

Parameter	Type	Description
access_control_level	integer	Filter by access control level
anonanduser	boolean	Include types visible to anonymous users
can_create_only	boolean	Only types that can be created
can_edit_only	boolean	Only types that can be edited
canagentsselect	boolean	Only types agents can select
canusercreate	boolean	Only types end-users can create
client_id	integer	Filter by client
domain	string	Filter by domain (reqs, opps, prjs)
group_id	integer	Filter by ticket type group
include_current	integer	Include this ticket type ID in results
include_mandatory_field_check	boolean	Include mandatory field validation info
isquicktimedropdown	boolean	Only types shown in quick time dropdown
itil_type	integer	Filter by ITIL type
outcome_id	integer	Filter by outcome
searchtickets	string	Filter types based on ticket search
showall	boolean	Admin override — show all ticket types
showcounts	boolean	Include ticket counts in response
showinactive	boolean	Include inactive ticket types
sprints_only	boolean	Only sprint ticket types
ticketarea_id	integer	For showcounts — ticket area filter
user_only	boolean	Only types visible to the current user
view_id	integer	For showcounts — ticket view filter

POST /TicketType

Creates or updates RequestType records. Request body: array of RequestType objects.

GET /TicketType/{id}

Summary: Get one RequestType

Returns a single RequestType instance by ID. Requires authentication.

Parameter	Type	Description
id	integer (path, required)	Ticket type ID
can_create_only	boolean	Filter to statuses that can be created
can_edit_only	boolean	Filter to statuses that can be edited
debug	boolean	Include debug information
includeconfig	boolean	Include configuration data
includedetails	boolean	Include extra detail objects
includekbinfo	boolean	Include knowledge base information
includeteamrestrictions	boolean	Include team restriction data
isdetailscreen	boolean	Context: detail screen view
isnewticket	boolean	Context: new ticket creation
survey_fields	boolean	Include survey field configuration
ticket_id	integer	Filter by specific ticket context

DELETE /TicketType/{id}

Deletes a RequestType by ID.

Parameter	Type	Description
id	integer (path, required)	Ticket type ID

RequestType Schema — Key Fields

Field	Type	Description
id	integer	Ticket type ID
name	string	Display name
use	string	Usage description
sequence	integer	Sort order
group_id	integer	Ticket type group ID
itilrequesttype	integer	ITIL type (incident, change, problem, etc.)
cancreate	boolean	Whether tickets can be created of this type
agentscanselect	boolean	Whether agents can select this type
enduserscanselect	boolean	Whether end-users can select this type
anonymouscanselect	boolean	Whether anonymous users can select
allow_all_clients	boolean	Available to all clients
initial_status	integer	Default status on creation
default_sla	integer	Default SLA ID
workflow_id	integer	Default workflow
statusafteruserupdate	integer	Status set after end-user update
statusaftertechupdate	integer	Status set after agent/tech update
statusaftersupplierupdate	integer	Status set after supplier update
statusafterapproverupdate	integer	Status set after approver update
reopenedstatus	integer	Status when a closed ticket is reopened
portalcanreopen	boolean	Whether portal users can reopen tickets
closedrequestswithupdates	integer	Behaviour for closed ticket updates
closeduserupdatehours	number	Hours window for closed ticket user updates
autoCloseHours	integer	Hours until auto-close
dontusependingclosure	boolean	Skip pending closure state
dontsendslareminders	boolean	Suppress SLA reminder emails
acknowledgementtemplate	integer	Acknowledgement email template ID
hasmandatorytechfields	boolean	Has mandatory agent fields
hasmandatoryuserfields	boolean	Has mandatory user-facing fields
allowattachments	boolean	Allow file attachments