Ticket
/api/v1/helpdesk/ticketsA support ticket raised by an employee or customer.
listgetcreateupdatecloseSchema
| Field | Type | Notes |
|---|---|---|
| id* | uuid | Server-assigned ULID with type prefix (e.g. per_…). |
| tenant_id* | string | Tenant scope — auto-stamped from the caller's JWT. |
| app_id | string | App scope. Stamped ONLY when the caller's JWT was minted for a specific Application (integration API keys). Absent for human-user sessions. Filters reads when present. |
| created_at* | date-time | Server stamp. |
| updated_at* | date-time | Server stamp; updated on every patch. |
| created_by | uuid | FK → UserUser id from the caller's JWT (sub). |
| updated_by | uuid | FK → UserUser id from the last writer's JWT (sub). |
| source | string | Provenance tag — defaults to 'edm'. |
| source_type | enum | frontend | backend | server | system | apiWhere the write originated. Defaults to 'api'. |
| is_deleted | boolean | Soft-delete flag. Excluded from default list queries. |
| deleted_at | date-time | Stamped when soft-deleted; null otherwise. |
| deleted_by | uuid | FK → UserUser id who soft-deleted; null otherwise. |
| schema_version | number | Document schema version. Bumped on incompatible writes. |
| number | string | Human-readable ticket number, auto-assigned by the platform in the format TKT-NNNN. |
| title | string | Short summary of the ticket. |
| description | string | Detailed description of the issue or request. Markdown is supported. |
| type | string | Ticket type — free string, each app defines its own taxonomy (e.g. incident, service_request, bug, task). |
| subtype | string | Secondary classification within the type — free string, each app defines its own subtypes. |
| status | string | new | open | pending | on_hold | resolved | closed | cancelledCurrent lifecycle state of the ticket. 'pending' means waiting on the submitter or a third party. 'resolved' means a fix has been applied; 'closed' means the su |
| priority | string | low | normal | high | urgentImpact and urgency rating. 'urgent' indicates a critical business impact requiring immediate attention. |
| category | string | Optional free-form category for grouping and reporting (e.g. 'Hardware', 'Software', 'Network', 'Access'). |
| submitted_by_id | uuid | FK → UserUUID of the Person who submitted this ticket. |
| assigned_to_id | uuid | FK → UserUUID of the Person currently assigned to resolve this ticket. Null when unassigned. |
| team_id | uuid | FK → GroupUUID of the Group (team) responsible for this ticket. Used for queue-based routing. |
| sla_policy | uuid | FK → SLAPolicyUUID of the SLAPolicy governing response and resolution time targets for this ticket. |
| first_response_at | date-time | ISO 8601 timestamp of the first agent response. Null until the first response is posted. |
| resolved_at | date-time | ISO 8601 timestamp when the ticket was marked resolved. Null until resolved. |
| due_at | date-time | ISO 8601 deadline for resolution, derived from the SLA policy and creation time. Null if no SLA is applied. |
| related_asset_id | uuid | UUID of the PhysicalAsset or CloudResource this ticket relates to. Enables asset-centric helpdesk views. |
| related_vulnerability_id | uuid | UUID of a Vulnerability that triggered or relates to this ticket. Links the helpdesk and risk domains. |
| tags | json | Free-form tags for filtering and reporting. |
| attachment_ids | json | IDs of common.Attachment records — files attached to this ticket (screenshots, logs, documents). |
| activity_log_ids | json | IDs of common.ActivityLog records tracking status and field changes on this ticket. |
API
client.helpdesk.tickets.*Loading manifest…