JSON格式

NameTypeRead-onlyRequiredComment
idintegeryesno创建工单时系统自动分配
urlstringyesno此工单的url地址
titlestringnono标题
descriptionstringyesno工单描述,即第一条工单回复的文本内容
typestringnono类型:"problem", "incident", "question", "task"
statusstringnono状态:"new","open", "pending", "solved", "closed"
prioritystringnono优先级:"low", "medium", "high", "urgent"
recipientstringyesno邮件工单的原收件人地址
requester_idintegernono发起人id
assignee_idintegernono受理客服id
organization_idintegeryesno发起人所属公司组织id
group_idintegernono受理客服组id
problem_idintegernonoincident工单所关联的problem工单的id
due_datedatenonotask工单的截止时间
created_atdateyesno创建时间
updated_atdateyesno最后更新时间
assigneed_atdateyesno首次被受理时间
resolved_atdateyesno工单被解决时间
closed_atdateyesno工单被关闭时间
sourcestringyesno工单来源:"web", "tab", "chat", "email",
"mobile", "weibo", "api"
chat_idintegeryesno当工单来源 chat 时,转工单的对话 id
collaborator_idsarraynono副本用户数组
tagsarraynono标签数组
custom_fieldsarraynono工单自定义字段
satisfaction_ratingobjectyesno满意度评价
satisfaction_rating.idintegeryesno满意度评价 id
satisfaction_rating.scorestringyesno满意度评价值:Very Poor、Poor、Fair、Very good、Excellent,分别表示 1-5 分
satisfaction_rating.commentstringyesno满意度评价意见
sla_eventobject|nullyesno最近一次 SLA 暂停操作(从未操作过则为 null)
sla_event.pausedintegeryesnoSLA 暂停操作(1 暂停,0 继续)
sla_event.created_atdateyesnoSLA 暂停操作的时间
sla_event.reasonstringyesnoSLA 暂停原因
slaxobject|nullyesno工单高级 SLA 计算结果(未受高级 SLA 约束则为 null)
slax.idintegeryesno工单高级 SLA 的 ID
slax.titlestringyesno工单高级 SLA 的标题
slax.diff_secondintegeryesno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_atdateyesno工单高级 SLA 约束的截止时间
absolute_slax_time_atdateyesno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

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!"
	}}