Tickets

Use the tickets API operations to create a ticket, add a comment, or update the status of a ticket. Rackspace Ticketing is currently limited to Dedicated Hosting or Managed Hosting products at Rackspace.

Post tickets

POST /tickets
Content-Type: application/vnd.ticketing.v2+json
Accept: application/vnd.ticketing.v2+json

Creates a new ticket within Rackspace.

For our dedicated and fazure accounts (account IDs prefixed hybrid:), the user must have either the account_admin or edit_ticket role assigned to them. These roles can be managed within the my.rackspace.com portal.

For all other accounts, the user must have the identity:user-admin or ticketing:admin role. This role can be managed in the Cloud Control Panel.

Prerequisites

Before Creating the ticket user need to know :

• What type of Account user can use ? ( For account details please refer Accounts )
• In which Category - SubCategory user can create ticket ? ( For Category - subcategory relation details please refer Categories)
• List of Resources User has access to ? ( For Resouces list please refer Resources )

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Note

To associate attachment to a ticket, the User first needs to upload that attachment in the Rackspace environment. For uploading any attachment please refer Attachments

Request parameters

The request has the following body parameters:

Request example

The following example shows the JSON request for creating a ticket:

{
    "accountId": "hybrid:12345",
    "subject": "Help! We need more servers!",
    "category": "Incident",
    "subcategory": "Other",
    "severity": "Urgent",
    "comment": {
      "text": "We are receiving a ton of traffic, we need more servers!"
      "attachments": [
        {
          "filename": "server.log",
          "uuid": "1234-server.log"
        },
        {
          "filename": "database.log",
          "uuid": "1234-database.log"
        }
      ]
    },
    "recipients": [
      "RPN-3322-23"
    ],
    "resources": [
        "https://resources.api.rackspace.com/resources/dedicated:00001",
        "https://resources.api.rackspace.com/resources/dedicated:0002"
    ]
}

Response parameters

The response has the following body parameters:

Response example

The following example shows the JSON response for the request:

{
    "ticketId": "123456",
    "accountId": "faws:12345",
    "subject": "Help! We need more servers!",
    "status": "In Progess",
    "severity": "Normal",
    "resources": [],
    "category": "Incident",
    "subcategory": "Other",
    "created": "2018-04-03T16:44:27.644Z",
    "modified": "2018-04-03T16:44:27.644Z",
    "modifiedBy": {
        "id": "12344",
        "name": "Billing User",
        "roles": [
            "billing"
        ],
        "type": "customer"
    },
    "createdBy": {
        "id": "",
        "name": "Rackspace R.",
        "roles": [
            "racker"
        ],
        "type": "racker"
    },
    "comments": [
        {
            "text": "We are receiving a ton of traffic, we need more servers!",
            "id": "170503-abc-0000001",
            "author": {
                "id": "2344567",
                "name": "Billing User",
                "roles": [
                    "billing"
                ],
                "type": "customer"
            },
            "attachments": [
              {
                "uuid": "123465-storage.log",
                "upload_url": "https://storage101.ord1.clouddrive.com/v1/MossoCloudFS_9872494b-6265-40fe-a03b-502f2caca50d/c46b/c46b6c66-3619-11e8-9168-0050561a016d?temp_url_expires=1522638093&temp_url_sig=7bfb1d35ded258906e4b03c789ae36c8e5e80089",
                "filename": "storage.log"
              },
              {
                "uuid": "123465-database.log",
                "upload_url": "https://storage101.ord1.clouddrive.com/v1/MossoCloudFS_9872494b-6265-40fe-a03b-502f2caca50d/c46b/c46b6c66-3619-11e8-9168-0050561a016d?temp_url_expires=1522638093&temp_url_sig=7bfb1d35ded258906e4b03c789ae36c8e5e80089",
                "filename": "database.log"
              }
            ]
            "created": "2018-04-03T16:44:27.644Z"
        },
        {
            "text": "We are on it!",
            "id": "170503-abc-0000002",
            "author": {
                "id": "",
                "name": "Rackspace R.",
                "roles": [
                    "racker"
                ],
                "type": "racker"
            },
            "created": "2018-04-03T16:45:27.644Z"
        }
    ],
    "recipients": [
      {
        "type": "email",
        "value": "email.com"
      },
      {
        "type": "contact",
        "value": "RPN-123-129e"
      }
    ],
}

Response codes

This operation can have the following response codes:

Patch tickets

PATCH /tickets/{ticketId}
Content-Type: application/vnd.ticketing.v2+json
Accept: application/vnd.ticketing.v2+json

Updates the status of a ticket to ‘Closed’ or update the resources of a ticket.

A successful response returns a response code of 204, meaning the operation completed successfully. You can update your local record based upon the request that you sent, but your update is also populated by Cloud Feeds.

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Note

Rackspace recommends the PATCH HTTP method. However, the PUT method is available for users with compatibility issues.

Request parameters

The request has the following URI parameters.

The request has the following body parameters:

Request example

The following example shows the JSON request

• 1. For updating the status of a ticket:

{
    "status": "Closed"
}

• 2. For updating the resources of a ticket:

     This request will remove the existing resources if any exists and add the ones passed in the request body. If it’s required to keep the older resources also, need to pass them explicitly in the request body.

     For e.g. If 5 resources are already present in the ticket and the now we send only 2 resources in payload, we will just keep the resources passed in payload and remove the existing ones irrespective if it’s same or different from older ones.

{
 "resources": [
        "https://staging.resources.api.rackspace.com/resources/dedicated:0168720",
        "https://staging.resources.api.rackspace.com/resources/dedicated:0229128"
    ]
}

Response example

The following example shows the response for a response code 204 (No Content) request:

HTTP/1.1 204 No Content
Content-Length: 0
Content-Type: application/json
Date: Thu, 01 Nov 2017 21:45:47 GMT

The following example shows the JSON response for a response code 404 (Not Found) request:

{
    "status": 404,
    "message": "Ticket with this ID could not be found",
    "faultCode": "ticketNotFound",
    "moreInfo": "docs/ticketing/general-api-info/faults/#ticketNotFound"
}

Response codes

This operation can have the following response codes:

Post ticket comment

POST /tickets/{ticketId}/comments
Content-Type: application/vnd.ticketing.v2+json
Accept: application/vnd.ticketing.v2+json

Updates a ticket by adding a comment

A successful response returns a response code of 204, meaning the operation completed successfully. You can update your local record based upon the request you sent but your update is also populated via Cloud Feeds.

Request parameters

The request has the following URI parameters.

The add comment request has the following body parameters:

📘

Note

To associate attachment to a comment, the User first needs to upload that attachment in the Rackspace environment. For uploading any attachment please refer Attachments

Request example

The following example shows the JSON request for adding a comment to a ticket:

{
   "comment": {
     "text": "Any updates on the new servers?",
     "attachments": [
       {
         "filename": "server.log",
         "uuid": "1234-server.log"
       },
       {
         "filename": "database.log",
         "uuid": "1234-database.log"
       }
     ]
   }
}

Response example

The following example shows the response for a response code 204 (No Content) request:

HTTP/1.1 204 No Content
Content-Length: 0
Content-Type: application/json
Date: Thu, 01 Nov 2017 21:45:47 GMT

The following example shows the JSON response for a response code 404 (Not found) request:

{
    "status": 404,
    "message": "Ticket with this ID could not be found",
    "faultCode": "ticketNotFound",
    "moreInfo": "docs/ticketing/general-api-info/faults/#ticketNotFound"
}

Response codes

This operation can have the following response codes: