JSON格式
| Name | Type | Read-only | Required | Comment |
|---|---|---|---|---|
| id | integer | yes | no | 创建工单时系统自动分配 |
| url | string | yes | no | 此工单的url地址 |
| title | string | no | no | 标题 |
| description | string | yes | no | 工单描述，即第一条工单回复的文本内容 |
| type | string | no | no | 类型："problem", "incident", "question", "task" |
| status | string | no | no | 状态："new","open", "pending", "solved", "closed" |
| priority | string | no | no | 优先级："low", "medium", "high", "urgent" |
| recipient | string | yes | no | 邮件工单的原收件人地址 |
| requester_id | integer | no | no | 发起人id |
| assignee_id | integer | no | no | 受理客服id |
| organization_id | integer | yes | no | 发起人所属公司组织id |
| group_id | integer | no | no | 受理客服组id |
| problem_id | integer | no | no | incident工单所关联的problem工单的id |
| due_date | date | no | no | task工单的截止时间 |
| created_at | date | yes | no | 创建时间 |
| updated_at | date | yes | no | 最后更新时间 |
| assigneed_at | date | yes | no | 首次被受理时间 |
| resolved_at | date | yes | no | 工单被解决时间 |
| closed_at | date | yes | no | 工单被关闭时间 |
| source | string | yes | no | 工单来源："web", "tab", "chat", "email", "mobile", "weibo", "api" |
| chat_id | integer | yes | no | 当工单来源 chat 时，转工单的对话 id |
| collaborator_ids | array | no | no | 副本用户数组 |
| tags | array | no | no | 标签数组 |
| custom_fields | array | no | no | 工单自定义字段 |
| satisfaction_rating | object | yes | no | 满意度评价 |
| satisfaction_rating.id | integer | yes | no | 满意度评价 id |
| satisfaction_rating.score | string | yes | no | 满意度评价值：Very Poor、Poor、Fair、Very good、Excellent，分别表示 1-5 分 |
| satisfaction_rating.comment | string | yes | no | 满意度评价意见 |
| sla_event | object|null | yes | no | 最近一次 SLA 暂停操作（从未操作过则为 null） |
| sla_event.paused | integer | yes | no | SLA 暂停操作（1 暂停，0 继续） |
| sla_event.created_at | date | yes | no | SLA 暂停操作的时间 |
| sla_event.reason | string | yes | no | SLA 暂停原因 |
| slax | object|null | yes | no | 工单高级 SLA 计算结果（未受高级 SLA 约束则为 null） |
| slax.id | integer | yes | no | 工单高级 SLA 的 ID |
| slax.title | string | yes | no | 工单高级 SLA 的标题 |
| slax.diff_second | integer | yes | no | 工单高级 SLA 的违例时长（单位 秒， 为正数表示已违例，为负数表示未违例） |
| slax.slax_time_at | date | yes | no | 工单高级 SLA 约束的截止时间 |
| absolute_slax_time_at | date | yes | no | 工单高级 SLA 约束的截止时间，默认同 slax.slax_time_at，当 slax.slax_time_at 不存在时，值为工单最后一次高级 SLA违例时约束的截至时间 |
| sla_status | integer|null | yes | no | SLA合格状态（0 合格, 1 违例, null 无匹配） |
| process_second | integer | yes | no | 工单处理时长 |
| creator_id | integer | yes | no | 创建人ID |
JSON示例
{
"id": 8,
"url": "https://support.kf5.com/apiv2/tickets/8.json",
"title": "hello world",
"description": "wonderful world",
"type": null,
"status": "solved",
"priority": "low",
"recipient": null,
"requester_id": 738,
"assignee_id": 733,
"organization_id": null,
"group_id": 165,
"problem_id": null,
"due_date": null,
"created_at": "2014-06-12 17:25:40",
"updated_at": "2014-07-04 15:04:51",
"assigneed_at": "2014-06-15 00:00:00",
"resolved_at": "2014-07-04 15:04:51",
"closed_at": null,
"source": "web",
"collaborator_ids": [ ],
"tags": [ "TAG测试","TAG测试1" ],
"custom_fields": [
{
"name": "field_8",
"value": "1213"
},
{
"name": "field_36",
"value": "下拉菜单选项"
}
],
"satisfaction_rating": {
"id": 16,
"score": "Great",
"comment": "great service!"
}}