External DocumentationTo learn more, visit the Halo ITSM documentation.
Basic Parameters
| Parameter | Description |
|---|---|
| Category | The ID of the ticket’s primary category, as configured for the ticket type in Halo. Note: Some ticket types require this field to create a ticket. |
| Details | The details of the ticket. |
| Impact | The ID of the ticket’s impact level, as configured for the ticket type in Halo. Note: Some ticket types require this field to create a ticket. |
| Justification | The justification for raising the ticket. Note: Some ticket types require this field to create a ticket. |
| Status ID | The ID of the ticket status. Can be obtained from the List Statuses action. |
| Summary | The summary of the ticket. |
| Ticket Type ID | The ID of the ticket type. Can be obtained from the List Ticket Types action. |
| Urgency | The ID of the ticket’s urgency level, as configured for the ticket type in Halo. Note: Some ticket types require this field to create a ticket. |
Advanced Parameters
| Parameter | Description |
|---|---|
| Agent ID | The ID of the agent to assign the ticket to. Can be obtained from the List Agents action. |
| Custom Fields | The custom fields to set on the ticket, as a JSON array. Field definitions can be obtained from the List Custom Fields action.For example: |
| Deadline Date | The deadline date and time of the ticket. |
| Dont Do Rules | Select to skip Halo’s business rules when saving the ticket. |
| Parent ID | The ID of the parent ticket, to create this ticket as a child ticket. Can be obtained from the List Tickets action. |
| Priority ID | The ID of the ticket’s priority. |
| Team ID | The ID of the team to assign the ticket to. Can be obtained from the List Teams action. |
| User ID | The ID of the end user the ticket is raised for. |
| User Name | The name of the end user the ticket is raised for, used when user_id is not known. |
Example Output
[
{
"actioncode": 0,
"id": 0,
"dateoccurred": "2019-08-02T14:35:55.618Z",
"summary": "string",
"details": "string",
"status_id": 0,
"tickettype_id": 0,
"sla_id": 0,
"priority_id": 0,
"client_id": 0,
"client_name": "string",
"site_id": 0,
"site_name": "string",
"user_id": 0,
"user_name": "string",
"team": "string",
"agent_id": 0,
"category_1": "string",
"category_2": "string",
"category_3": "string",
"category_4": "string",
"estimate": 0,
"timetaken": 0,
"supplier_name": "string",
"parent_id": 0,
"child_count": 0,
"attachment_count": 0,
"flagged": true,
"read": true,
"enduserstatus": 0,
"onhold": true,
"respondbydate": "2019-08-02T14:35:55.618Z",
"responsedate": "2019-08-02T14:35:55.618Z",
"responsestartdate": "2019-08-02T14:35:55.618Z",
"slaresponsestate": "string",
"fixbydate": "2019-08-02T14:35:55.618Z",
"dateclosed": "2019-08-02T14:35:55.618Z",
"excludefromsla": true,
"slaholdtime": 0,
"site_timezone": "string",
"slaactiondate": "2019-08-02T14:35:55.618Z",
"slapercused": 0,
"slatimeleft": 0,
"lastactiondate": "2019-08-02T14:35:55.618Z",
"organisation_id": 0,
"department_id": 0,
"reportedby": "string",
"user_email": "string",
"emailtolist": "string",
"emailcclist": "string",
"matched_kb_id": 0,
"release_note": "string",
"release_id": 0,
"release_name": "string",
"release2_id": 0,
"release2_name": "string",
"release3_id": 0,
"release3_name": "string",
"child_ticket_id_string": "string",
"child_ticket_ids": [
0
],
"nextactivitydate": "2019-08-02T14:35:55.618Z",
"inventory_number": "string",
"workflow_id": 0,
"workflow_step": 0,
"hasbeenclosed": true,
"unread_child_action_count": 0,
"child_action_count": 0,
"is_vip": true,
"isimportantcontact": true,
"impact": 0,
"urgency": 0,
"startdate": "2019-08-02T14:35:55.618Z",
"starttime": "string",
"targetdate": "2019-08-02T14:35:55.618Z",
"targettime": "string",
"deadlinedate": "2019-08-02T14:35:55.618Z",
"followupdate": "2019-08-02T14:35:55.618Z",
"oppcontactname": "string",
"oppcompanyname": "string",
"oppemailaddress": "string",
"oppcustomertitle": "string",
"opptel": "string",
"oppaddr1": "string",
"oppaddr2": "string",
"oppaddr3": "string",
"oppaddr4": "string",
"opppostcode": "string",
"oppcountry": "string",
"opptype": "string",
"oppvalue": 0,
"oppconversionprobability": 0,
"oppvalueadjusted": 0,
"oppprofit": 0,
"oppcurrentsystem": "string",
"oppcompetitors": "string",
"opptrialdate": "2019-08-02T14:35:55.618Z",
"oppdemodate": "2019-08-02T14:35:55.618Z",
"oppdiscountdate": "2019-08-02T14:35:55.618Z",
"oppattemptsmade": 0,
"oppconverteddate": "2019-08-02T14:35:55.618Z",
"oppproductchosen": "string",
"oppreason": "string",
"opphear": "string",
"opptimezonename": "string",
"oppclosurecategory": 0,
"projecttimebudget": 0,
"projectmoneybudget": 0,
"projecttimeactual": 0,
"projectmoneyactual": 0,
"lastnote": "string",
"userdef1": "string",
"userdef2": "string",
"userdef3": "string",
"userdef4": "string",
"userdef5": "string",
"customfields": [
{
"id": 0,
"name": "string",
"label": "string",
"summary": "string",
"type": 0,
"value": {},
"display": "string",
"characterlimit": 0,
"characterlimittype": 0,
"inputtype": 0,
"copytochild": true,
"searchable": true,
"ordervalues": true
}
],
"phonenumber": "string",
"details_html": "string",
"takenby": "string",
"datecreated": "2019-08-02T14:35:55.618Z",
"createdfrom_id": 0,
"closure_note": "string",
"closure_time": 0,
"closure_agent_id": 0,
"top_level_id": 0,
"asset_number": 0,
"asset_site": 0,
"slatimeelapsed": 0,
"slastate": "string",
"slaexcuse": "string",
"site_sla_id": 0,
"supplier_id": 0,
"supplier": {
"id": 0,
"name": "string",
"logo": "string",
"toplevel_id": 0,
"toplevel_name": "string",
"contact_name": "string",
"email_address": "string",
"phone_number": "string",
"inactive": true,
"emailtemplate_id": 0,
"datecreated": "2019-08-02T14:35:55.618Z",
"phone_number_2": "string",
"phone_number_3": "string",
"notes": "string",
"address": "string",
"switchslatosupplier": true,
"emailoverduefixby": true,
"emailoverdueresponse": true,
"webserviceurl": "string",
"emailtemplate_name": "string",
"accounts_id": "string",
"website": "string",
"portal_url": "string",
"portal_ref": "string",
"portal_username": "string",
"portal_password": "string",
"contact_title": "string",
"mobile": "string",
"fax": "string",
"email_start_tag": "string",
"email_end_tag": "string",
"usesnhd": true,
"nhdurl": "string",
"nhdemailaddress": "string",
"nhdpassword": "string",
"parentid": 0,
"_warning": "string",
"customfields": []
},
"supplier_reference": "string",
"supplier_date": "2019-08-02T14:35:55.618Z",
"supplier_contract_id": 0,
"supplier_contract_ref": "string",
"supplier_sla_id": 0,
"supplier_priority_id": 0,
"supplier_responsestate": "string",
"supplier_responsedate": "2019-08-02T14:35:55.618Z",
"supplier_responsetime": 0,
"supplier_respondbydate": "2019-08-02T14:35:55.618Z",
"supplier_slastate": "string",
"supplier_slatimeelapsed": 0,
"supplier_dateclosed": "2019-08-02T14:35:55.618Z",
"supplier_fixbydate": "2019-08-02T14:35:55.618Z",
"supplier_breachrespsent": true,
"supplier_breachfixbysent": true,
"itil_requesttype_id": 0,
"showforusers": true,
"messsent": "string",
"satisfactionlevel": 0,
"satisfactioncomment": "string",
"invoicenumber": "string",
"invoicedate": "2019-08-02T14:35:55.625Z",
"nonbillable_time": 0,
"mileage": 0,
"planneddate": "2019-08-02T14:35:55.625Z",
"ccaddress": "string",
"responsetime": 0,
"alsoinform": "string",
"approval_status": 0,
"justification": "string",
"backoutplan": "string",
"communicationplan": "string",
"testplan": "string",
"riskdescription": "string",
"risklevel": 0,
"impactdescription": "string",
"impactlevel": 0,
"serviceid": 0,
"surveysent": true,
"source": 0,
"whoresponded": 0,
"reviewed": true,
"currentfaactionnumber": 0,
"approval_process_step": 0,
"approval_process_id": 0,
"faultcode": 0,
"deliverycontact": "string",
"delivery_address": {
"id": 0,
"type": 0,
"description": "string",
"note": "string",
"line1": "string",
"line2": "string",
"line3": "string",
"line4": "string",
"postcode": "string",
"primary": true,
"inactive": true,
"date_active": "2019-08-02T14:35:55.625Z",
"date_inactive": "2019-08-02T14:35:55.625Z",
"lat": 0,
"long": 0,
"site_id": 0,
"user_id": 0,
"_warning": "string"
},
"messsentlast": "string",
"unapprovedchangestatus": 0,
"changeseq": 0,
"lastrecurringemailsentdate": "2019-08-02T14:35:55.625Z",
"template_id": 0,
"child_template_id": 0,
"slaholdreminderdatelastemailed": "2019-08-02T14:35:55.625Z",
"assetstring": "string",
"mailboxid": 0,
"merged_into_id": 0,
"alerttype": "string",
"actisbillabledefault": true,
"chargerate": 0,
"forwardinboundupdates": true,
"loggedoutofhdworkinghours": true,
"gfialerttype": "string",
"firsttimefix": 0,
"istweet": true,
"twitterscreenname": "string",
"twitterid": 0,
"isfacebookpost": true,
"facebookid": "string",
"facebookuserid": 0,
"facebookname": "string",
"fixbydateadjusted": true,
"loggedonbehalfby": "string",
"release_important": true,
"oppdontaddtomailinglist": true,
"third_party_id": 0,
"sendprintrequest": 0,
"pagerdutyid": "string",
"pagerdutystatus": 0,
"pagerdutyurl": "string",
"pagerdutyincidentid": "string",
"product_id": 0,
"product_name": "string",
"component_id": 0,
"component_name": "string",
"version_id": 0,
"version_name": "string",
"reassigncount": 0,
"contract_id": 0,
"billing_address": {
"id": 0,
"type": 0,
"description": "string",
"note": "string",
"line1": "string",
"line2": "string",
"line3": "string",
"line4": "string",
"postcode": "string",
"primary": true,
"inactive": true,
"date_active": "2019-08-02T14:35:55.625Z",
"date_inactive": "2019-08-02T14:35:55.625Z",
"lat": 0,
"long": 0,
"site_id": 0,
"user_id": 0,
"_warning": "string"
},
"workflow_name": "string",
"workflow_stepstarted": "2019-08-02T14:35:55.625Z",
"currency": 0,
"servicefailurestid": 0,
"hdid": 0,
"deleted": true,
"matched_rule_id": 0,
"ignore_kb_match": true,
"deadlinenotificationhours": 0,
"showonroadmap": true,
"roadmapnote": "string",
"phonenumberfrom": "string",
"addressfrom": "string",
"releasenotegroup_id": 0,
"releasenotegroup_name": "string",
"changeinformation_html": "string",
"team_id": 0,
"team_department_id": 0,
"sendack": true,
"agent": {
"id": 0,
"name": "string",
"onlinestatus_actual": 0,
"onlinestatus": 0,
"is_online": true,
"lastonline": "string",
"team": "string",
"isdisabled": true,
"email": "string",
"ad": "string",
"lastlogindate": "2019-08-02T14:35:55.625Z",
"agentphotopath": "string",
"initials": "string",
"firstname": "string",
"surname": "string",
"colour": "string",
"jobtitle": "string",
"sms": "string",
"extensionnumber": "string",
"ticket_count": 0,
"is_agent": true,
"one_client": 0,
"teams": [],
"departments": [],
"clients": [],
"_canupdate": true,
"_canupdate_moreinfo": true
},
"user": {
"id": 0,
"name": "string",
"site_id": 0,
"site_name": "string",
"client_name": "string",
"firstname": "string",
"surname": "string",
"initials": "string",
"title": "string",
"emailaddress": "string",
"phonenumber_preferred": "string",
"sitephonenumber": "string",
"phonenumber": "string",
"homenumber": "string",
"mobilenumber": "string",
"mobilenumber2": "string",
"fax": "string",
"telpref": 0,
"activedirectory_dn": "string",
"container_dn": "string",
"login": "string",
"inactive": true,
"colour": "string",
"isimportantcontact": true,
"other1": "string",
"other2": "string",
"other3": "string",
"other4": "string",
"other5": "string",
"neversendemails": true,
"customfields": [],
"datecreated": "2019-08-02T14:35:55.626Z",
"inv1": 0,
"inv2": 0,
"inv3": 0,
"inv4": 0,
"notes": "string",
"slaid": 0,
"new_password": "string",
"dontackemails": true,
"web_access_level": 0,
"showmeonly": 0,
"showrecentonly": 0,
"inform": true,
"inv1site": 0,
"inv2site": 0,
"inv3site": 0,
"inv4site": 0,
"inv5": 0,
"inv6": 0,
"inv7": 0,
"inv8": 0,
"inv9": 0,
"inv10": 0,
"inv5site": 0,
"inv6site": 0,
"inv7site": 0,
"inv8site": 0,
"inv9site": 0,
"inv10site": 0,
"informaction": true,
"informclearance": true,
"inv11": 0,
"inv12": 0,
"inv13": 0,
"inv14": 0,
"inv15": 0,
"inv16": 0,
"inv17": 0,
"inv18": 0,
"inv19": 0,
"inv20": 0,
"inv21": 0,
"inv22": 0,
"inv23": 0,
"inv24": 0,
"inv25": 0,
"inv11site": 0,
"inv12site": 0,
"inv13site": 0,
"inv14site": 0,
"inv15site": 0,
"inv16site": 0,
"inv17site": 0,
"inv18site": 0,
"inv19site": 0,
"inv20site": 0,
"inv21site": 0,
"inv22site": 0,
"inv23site": 0,
"inv24site": 0,
"inv25site": 0,
"showslatimes": true,
"priority_id": 0,
"canadd": true,
"allowviewsitedocs": true,
"third_party_guid": "string",
"ischangeapprover": true,
"cancreateuser": true,
"department": "string",
"isheadofdept": true,
"deputysite": 0,
"deputyusername": "string",
"cat2": "string",
"lastlogindate": "2019-08-02T14:35:55.626Z",
"email2": "string",
"email3": "string",
"iscontractcontact": true,
"informnewarea": true,
"informactionarea": true,
"informclearancearea": true,
"disclaimermatchstring": "string",
"viewallcleared": true,
"twitterscreenname": "string",
"facebookid": 0,
"isexternal": true,
"question1": 0,
"question2": 0,
"question3": 0,
"question4": 0,
"question5": 0,
"dontaddtomailinglist": true,
"caneditwebdetails": true,
"cataloglevel": 0,
"canaccesscatalog": true,
"hasbeentrained": true,
"admanager": "string",
"canviewcontracts": true,
"ispoapprover": true,
"encmethod": 0,
"adconnection": 0,
"useadlogin": 0,
"site": {},
"sendwelcomeemail": true,
"resetpassword": true,
"_anonymise": true,
"_reassign_all_to_user": 0,
"ismaincontact": true,
"primary_address": {},
"addresses": [],
"departments": [],
"linked_agent_id": 0,
"organisation_id": 0,
"popup_notes": [],
"open_ticket_count": 0,
"onhold_ticket_count": 0,
"total_ticket_count": 0,
"opened_thismonth_count": 0,
"_isnew": true,
"_warning": "string",
"client_id": 0
},
"lastaction": {
"note_html": "string",
"ticket_id": 0,
"id": 0,
"outcome": "string",
"who": "string",
"who_type": 0,
"who_imgpath": "string",
"who_agentid": 0,
"datetime": "2019-08-02T14:35:55.627Z",
"note": "string",
"emailbody": "string",
"emailsubject": "string",
"emailbody_html": "string",
"actionuserdef": 0,
"userdesc": "string",
"actiondatecreated": "2019-08-02T14:35:55.627Z",
"actioninvoicenumber": "string",
"externalinvoicenumber": 0,
"actionchargeamount": 0,
"actionchargehours": 0,
"actionnonchargeamount": 0,
"actionnonchargehours": 0,
"actioncontractid": 0,
"actprocessid": 0,
"actiontravelamount": 0,
"actionmileageamount": 0,
"actiontravelmileageinvoicenumber": 0,
"actionbillingplanid": 0,
"actioncalendarstatus": 0,
"actionapptid": "string",
"actionsmsstatus": 0,
"timetakenadjusted": 0,
"sitevisitunits": 0,
"svid": 0,
"asset_id": 0,
"asset_site": 0,
"lwwarrantyreported": true,
"from_mailbox_id": 0,
"from_address_override": "string",
"actionarrivaldate": "2019-08-02T14:35:55.627Z",
"actioncompletiondate": "2019-08-02T14:35:55.627Z",
"actiontravelstartdate": "2019-08-02T14:35:55.627Z",
"actiontravelenddate": "2019-08-02T14:35:55.627Z",
"actionactualresponse": 0,
"actionslaresponsestate": "string",
"actisbillable": true,
"actisreadyforprocessing": true,
"labourwarranty": true,
"actreviewed": true,
"actprocesseddate": "2019-08-02T14:35:55.627Z",
"actionprepayhours": 0,
"emailbccnew": "string",
"actionuserdefineddata": "string",
"emailtolistall": "string",
"emaildirection": "string",
"reply_direct": true,
"actioninformownerofaction": true,
"surchargeid": 0,
"achargetotalaction": true,
"achargetotalprocessed": true,
"sendtweet": true,
"tweetsent": true,
"tweetfrom": "string",
"twitterid": 0,
"sendtofb": true,
"senttofb": true,
"facebookid": "string",
"facebookname": "string",
"calloutcomenum": 0,
"actionresponsedate": "2019-08-02T14:35:55.627Z",
"actiontargetresponsedate": "2019-08-02T14:35:55.627Z",
"pagerdutysendstatus": 0,
"mailentryid": "string",
"replytoaddress": "string",
"actsapuuid": "string",
"whowith": "string",
"chatid": 0,
"dynamicsactionid": "string",
"actionby_agent_id": 0,
"actionby_user_id": 0,
"action_appointment_id": 0,
"new_tickettype": 0,
"new_priority": 0,
"new_category1": "string",
"new_category2": "string",
"new_category3": "string",
"new_category4": "string",
"new_estimate": 0,
"new_impact": 0,
"new_urgency": 0,
"new_matched_rule_id": 0,
"new_firsttimefix": true,
"new_team": "string",
"new_agent": 0,
"new_slastatus": 0,
"new_fixbydate": "2019-08-02T14:35:55.627Z",
"new_followupdate": "2019-08-02T14:35:55.627Z",
"new_deadlinedate": "2019-08-02T14:35:55.627Z",
"new_deadlinenotificationhours": 0,
"new_startdate": "2019-08-02T14:35:55.627Z",
"new_starttime": "string",
"new_targetdate": "2019-08-02T14:35:55.627Z",
"new_targettime": "string",
"new_oppcontactname": "string",
"new_oppcompanyname": "string",
"new_oppemailaddress": "string",
"new_oppcustomertitle": "string",
"new_opptel": "string",
"new_oppcountry": "string",
"new_opptype": "string",
"new_opphear": "string",
"new_oppvalue": 0,
"new_oppconversionprobability": 0,
"new_oppprofit": 0,
"new_oppcurrentsystem": "string",
"new_oppcompetitors": "string",
"new_opptrialdate": "2019-08-02T14:35:55.627Z",
"new_oppdemodate": "2019-08-02T14:35:55.627Z",
"new_oppdiscountdate": "2019-08-02T14:35:55.627Z",
"new_oppattemptsmade": 0,
"new_oppconverteddate": "2019-08-02T14:35:55.627Z",
"new_oppproductchosen": "string",
"new_oppreason": "string",
"new_opptimezonename": "string",
"new_oppclosurecategory": 0,
"new_oppdontaddtomailinglist": true,
"new_approvalprocess": 0,
"new_approvalprocess_agent_id": 0,
"new_approvalprocess_user_id": 0,
"new_approvalprocess_users": [],
"new_approvalprocess_email": "string",
"new_approvalprocess_cab_id": 0,
"new_approvalprocess_cab": [],
"new_product_id": 0,
"new_component_id": 0,
"new_version_id": 0,
"new_ticket": {},
"new_appointment": {},
"new_matched_kb_id": 0,
"new_linkedticket_template_id": 0,
"new_supplier_id": 0,
"new_supplier_ref": "string",
"new_supplier_contract_id": 0,
"new_supplier_priority_id": 0,
"new_supplier_response_date": "2019-08-02T14:35:55.629Z",
"new_supplier_fix_date": "2019-08-02T14:35:55.629Z",
"new_linkedticket_status": 0,
"emailtemplate_id": 0,
"create_article": true,
"sendemail": true,
"action_showpreview": true,
"setnotetoemailbody": true,
"action_isresponse": true,
"attachments": [],
"outcome_details": {},
"update_children": true,
"update_parent": true,
"signature_customer": "string",
"signature_customer_name": "string",
"signature_agent": "string",
"signature_agent_name": "string",
"follow": true,
"appointment_id": 0,
"appointment_complete_status": 0,
"add_followup_appointment": true,
"add_followup_task": true,
"_appointment_force": true,
"appointment_update": {},
"third_party_product_id": "string",
"_forcereassign": true,
"_agent01_ok": true,
"_agent02_ok": true,
"_canupdate": true,
"dont_do_rules": true,
"_includeticketinresponse": true,
"ticket": {},
"_warning": "string",
"outcome_id": 0,
"action_systemid": 0,
"dateemailed": "2019-08-02T14:35:55.633Z",
"timetaken": 0,
"nonbilltime": 0,
"traveltime": 0,
"mileage": 0,
"chargerate": 0,
"hiddenfromuser": true,
"important": true,
"old_status": 0,
"new_status": 0,
"new_status_name": "string",
"emailfrom": "string",
"emailtonew": "string",
"emailto": "string",
"emailccnew": "string",
"emailcc": "string",
"emailbcc": "string",
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