Users & Agents Schema
Schemas
Uname (Agent)
Core agent object returned from /Agent endpoints.
| Property | Type | Description |
|---|---|---|
id | integer | Agent ID |
name | string | Display name |
firstname | string | First name |
surname | string | Surname |
initials | string | Initials |
email | string | Email address |
jobtitle | string | Job title |
team | string | Primary team name |
teams | array[UnameSection] | All team memberships |
departments | array[UnameDepartment] | Department memberships |
tickettypes | array[UnameRequestType] | Accessible ticket types |
qualifications | array[UnameQualification] | Agent qualifications |
roles | array[NHD_Roles] | Assigned roles |
sites | array[UnameSite] | Associated sites |
onlinestatus | integer | Online status code |
onlinestatus_actual | integer | Actual online status code |
is_online | boolean | Whether agent is currently online |
lastonline | string | Last online timestamp (string) |
lastlogindate | string (date-time) | Last login date |
isdisabled | boolean | Whether agent is disabled |
is_agent | boolean | Whether this record is an agent |
is_admin | boolean | Whether agent has admin rights |
is_sales | boolean | Whether agent is in sales |
licence_type | integer | Licence type (named/concurrent) |
named_licences_in_use | integer | Number of named licences in use |
concurrent_licences_in_use | integer | Number of concurrent licences in use |
ticket_count | integer | Number of tickets assigned |
sms | string | SMS/mobile number |
extensionnumber | string | Phone extension |
colour | string | Agent display colour |
agentphotopath | string | Profile photo path |
agentphotodata | string | Profile photo base64 data |
signature | string | Email signature |
department | string | Primary department |
linemanager | integer | Line manager agent ID |
linemanager_name | string | Line manager display name |
twofactor_enabled | boolean | Two-factor authentication enabled |
exchange_authorized | boolean | Exchange calendar authorized |
exchange_account | string | Exchange account |
workhour_start | number | Work start hour |
workhour_end | number | Work end hour |
workday_id | integer | Work day schedule ID |
workday_name | string | Work day schedule name |
workday_timezone | string | Timezone for work day |
timezone | string | Agent timezone |
costprice | number | Agent cost price |
chargerate | integer | Agent charge rate ID |
holiday_allowance | number | Annual holiday allowance |
remaining_holiday_allowance | number | Remaining holiday allowance |
delegation_activated | boolean | Delegation currently active |
delegation_timebased | boolean | Delegation is time-based |
delegation_start | string (date-time) | Delegation start time |
delegation_end | string (date-time) | Delegation end time |
delegation_user_id | integer | Delegated-to user ID |
delegation_user_name | string | Delegated-to user name |
can_approve_purchaseorder | boolean | Can approve purchase orders |
can_approve_quote | boolean | Can approve quotes |
can_approve_invoice | boolean | Can approve invoices |
isapiagent | boolean | Whether this is an API-only agent |
customfields | array[CustomField] | Custom field values |
notifications | array[UnameNotification] | Agent notifications |
access_control | array[AccessControl] | Access control entries |
oktaid | string | Okta integration ID |
third_party_guid | string | Third-party GUID |
guid | string (uuid) | Agent GUID |
last_modified | string (date-time) | Last modified timestamp |
datecreated | string (date-time) | Date created |
Users (End User / Contact)
Core end-user/contact object returned from /Users endpoints.
| Property | Type | Description |
|---|---|---|
id | integer | User ID |
name | string | Display name |
firstname | string | First name |
surname | string | Surname |
initials | string | Initials |
title | string | Title/salutation |
emailaddress | string | Primary email address |
email2 | string | Secondary email address |
email3 | string | Tertiary email address |
phonenumber | string | Phone number |
mobilenumber | string | Mobile number |
mobilenumber2 | string | Secondary mobile number |
homenumber | string | Home number |
fax | string | Fax number |
sitephonenumber | string | Site phone number |
phonenumber_preferred | string | Preferred phone number |
site_id | number | Site ID |
site_id_int | integer | Site ID (integer) |
site_name | string | Site name |
client_name | string | Client name |
organisation_id | integer | Organisation ID |
department | string | Department |
departments | array[UserDepartment] | Department memberships |
login | string | Login/username |
inactive | boolean | Whether user is inactive |
isserviceaccount | boolean | Whether this is a service account |
isimportantcontact | boolean | Whether marked as important contact |
ismaincontact | boolean | Whether this is the main contact |
ischangeapprover | boolean | Whether user is a change approver |
ispoapprover | boolean | Whether user can approve purchase orders |
canadd | boolean | Whether user can add tickets |
cancreateuser | boolean | Whether user can create other users |
caneditwebdetails | boolean | Whether user can edit their web details |
canaccesscatalog | boolean | Whether user can access the service catalog |
canviewcontracts | boolean | Whether user can view contracts |
allowviewsitedocs | boolean | Whether user can view site documents |
web_access_level | integer | Portal access level |
showmeonly | integer | Show only own tickets setting |
neversendemails | boolean | Never send emails to this user |
dontackemails | boolean | Do not send acknowledgement emails |
notes | string | User notes |
colour | string | Display colour |
linked_agent_id | integer | Linked agent ID (if agent is also a user) |
priority_id | integer | Default priority ID |
slaid | integer | SLA ID |
covered_by_contract | boolean | Whether covered by contract |
contract_value | number | Contract value |
messagegroup_id | integer | Message group ID |
role_list | string | Comma-separated role list |
datecreated | string (date-time) | Date created |
lastlogindate | string (date-time) | Last login date |
customfields | array[CustomField] | Custom field values |
attachments | array[Attachment] | Attached files |
primary_address | AddressStore | Primary address |
addresses | array[AddressStore] | All addresses |
delegation_activated | boolean | Delegation currently active |
delegation_timebased | boolean | Delegation is time-based |
delegation_start | string (date-time) | Delegation start time |
delegation_end | string (date-time) | Delegation end time |
delegation_user_id | integer | Delegated-to user ID |
delegation_user_name | string | Delegated-to user name |
open_ticket_count | integer | Open ticket count |
onhold_ticket_count | integer | On-hold ticket count |
total_ticket_count | integer | Total ticket count |
third_party_guid | string | Third-party GUID |
azure_connectionid | integer | Azure connection ID |
jira_id | string | Jira integration ID |
autotaskid | integer | Autotask integration ID |
connectwiseid | integer | ConnectWise integration ID |
sendwelcomeemail | boolean | Send welcome email on creation |
resetpassword | boolean | Force password reset |
LoginToken
Token used for authentication flows.
| Property | Type | Description |
|---|---|---|
id | integer | Token ID |
type | string | Token type |
timestamp | string (date-time) | Token creation timestamp |
verifier | string | Token verifier string |
token | string | Token value |
enc_id | integer | Encoded ID |
token_used | boolean | Whether token has been used |
used_timestamp | string (date-time) | When token was used |
used_userid | string | User ID that used the token |
jwt | string | JWT string |
_warning | string | Warning message |