Methods > glpi.getTicket

This method is only accessible by authenticated users

Version Comments
1.6.0 Items associated to a ticket are return in a tab (https://forge.glpi-project.org/projects/webservices/news)
1.2.0 New output with multi-actor, sla, validation and satisfaction
0.2.0 Method added

Retrieve information on a existing ticket if the authenticated user can view it.

input a hastable

  • help option to get usage information
  • ticket : ID of the ticket
  • id2name : option to enable id to name translation of dropdown fields
return a hashtable
  • fields of glpi_tickets (with param id2name you have more fields see glpi.listTickets
  • followups an array of hastable : fields of *glpi_ticketfollowup*s (if user have right to see it)
  • tasks an array of hastable : fields of glpi_ticketstasks (if user have right to see it)
  • users an hashtable, for each role (requester, observer, assign), an array of hastable
  • groups an hashtable, for each role (requester, observer, assign), an array of hastable
  • documents an array of hastable : fields of glpi_documents
  • events an array of hastable : fields of glpi_logs (if user have right to see it)
  • validation an array of hastable : fields of glpi_ticketvalildations (if user have right to see it)
  • satisfaction an hastable : fields of glpi_ticketsatisfactions

Response GLPI >= 0.85.3 for associated items

    ...
    [validation_percent] => 0
    [items] => Array
        (
            [0] => Array
                (
                    [itemtype] => Computer
                    [items_id] => 1406
                )

            [1] => Array
                (
                    [itemtype] => Software
                    [items_id] => 11060
                )

        )

    [itemtype] => Computer
    [items_id] => 1406
    [slalevels_next_id] => 0
    ...

Call example GLPI 0.80.1

$ php testxmlrpc.php --session=dc0e3ujkp9o4jjilil3cfa9481 --method=glpi.getTicket --ticket=278 --id2name
+ Calling 'glpi.getTicket' on http://localhost//glpi080/plugins/webservices/xmlrpc.php?session=dc0e3ujkp9o4jjilil3cfa9481
+ Response: Array
(
    [id] => 278
    [entities_id] => 1
    [name] => Test collecteur 28/6
    [date] => 2011-06-28 13:26:26
    [closedate] => 2011-07-04 10:20:13
    [solvedate] => 2011-07-04 10:20:13
    [date_mod] => 2011-07-04 10:20:13
    [users_id_lastupdater] => 6
    [status] => closed
    [users_id_recipient] => 6
    [requesttypes_id] => 2
    [suppliers_id_assign] => 0
    [itemtype] => 
    [items_id] => 0
    [content] => My computer doesn't work
    [urgency] => 3
    [impact] => 3
    [priority] => 3
    [ticketcategories_id] => 2
    [type] => 1
    [cost_time] => 10.0000
    [cost_fixed] => 123.0000
    [cost_material] => 0.0000
    [ticketsolutiontypes_id] => 1
    [solution] => Computer replaced by a new one
    [global_validation] => accepted
    [due_date] => 
    [begin_waiting_date] => 
    [sla_waiting_duration] => 0
    [ticket_waiting_duration] => 313095013
    [close_delay_stat] => -312999373
    [solve_delay_stat] => -312999373
    [takeintoaccount_delay_stat] => 12814
    [actiontime] => 3600
    [slas_id] => 0
    [slalevels_id] => 0
    [slalevels_next_id] => 0
    [slalevels_next_date] => 
    [users_name_recipient] => Remi
    [users_name_lastupdater] => Remi
    [suppliers_name_assign] => 
    [ticketcategories_name] => Incident
    [entities_name] => France > Reims
    [status_name] => Clos
    [requesttypes_name] => E-Mail
    [ticketsolutiontypes_name] => Workaround
    [slas_name] => 
    [slalevels_name] => 
    [slalevels_next_name] => 
    [urgency_name] => Moyenne
    [impact_name] => Moyen
    [priority_name] => Moyenne
    [type_name] => Incident
    [global_validation_name] => Acceptée
    [items_name] => Général
    [itemtype_name] => 
    [users] => Array
        (
            [requester] => Array
                (
                    [0] => Array
                        (
                            [id] => 393
                            [users_id] => 8
                            [use_notification] => 1
                            [alternative_email] => 
                            [users_name] => Nelly
                        )
                )
            [observer] => Array
                (
                    [0] => Array
                        (
                            [id] => 397
                            [users_id] => 0
                            [use_notification] => 1
                            [alternative_email] => foo@bar.com
                            [users_name] => foo@bar.com
                        )
                    [1] => Array
                        (
                            [id] => 396
                            [users_id] => 6
                            [use_notification] => 1
                            [alternative_email] => 
                            [users_name] => Remi
                        )
                )
            [assign] => Array
                (
                    [0] => Array
                        (
                            [id] => 392
                            [users_id] => 6
                            [use_notification] => 1
                            [alternative_email] => 
                            [users_name] => Remi
                        )
                )
        )
    [groups] => Array
        (
            [requester] => Array
                (
                )
            [observer] => Array
                (
                )
            [assign] => Array
                (
                    [0] => Array
                        (
                            [id] => 244
                            [groups_id] => 307
                            [groups_name] => Test
                        )
                )
        )
    [followups] => Array
        (
            [0] => Array
                (
                    [id] => 294
                    [tickets_id] => 278
                    [date] => 2011-06-29 10:09:41
                    [users_id] => 6
                    [content] => I will replace it soon
                    [is_private] => 0
                    [requesttypes_id] => 1
                    [users_name] => Remi
                    [requesttypes_name] => Helpdesk
                )
        )
    [tasks] => Array
        (
            [0] => Array
                (
                    [id] => 35
                    [tickets_id] => 278
                    [taskcategories_id] => 6
                    [date] => 2011-07-04 08:54:53
                    [users_id] => 6
                    [content] => done
                    [is_private] => 0
                    [actiontime] => 3600
                    [users_name] => Remi
                    [taskcategories_name] => Computer replacement
                )
        )
    [documents] => Array
        (
        )
    [events] => Array
        (
            [0] => Array
                (
                    [display_history] => 1
                    [id] => 18089047
                    [date_mod] => 04-07-2011 10:20
                    [user_name] => Remi
                    [field] => Date de résolution
                    [change] => "-- " --> "04-07-2011 10:20" 
                    [datatype] => datetime
                )
        )
    [validations] => Array
        (
        )
    [satisfaction] => Array
        (
            [id] => 21
            [tickets_id] => 278
            [type] => 1
            [date_begin] => 2011-06-29 10:11:40
            [date_answered] => 2011-07-04 10:26:56
            [satisfaction] => 4
            [comment] => Great, it work.
        )
)

Call example GLPI 0.72

$ php testxmlrpc.php --session=j4mp77bmqu428ff38gufl3fvi3  --method=glpi.getTicket --ticket=11
+ Calling 'glpi.getTicket' on http://localhost//glpi072/plugins/webservices/xmlrpc.php?session=j4mp77bmqu428ff38gufl3fvi3
+ Response: Array
(
    [id] => 11
    [entities_id] => 1
    [name] => test 2
    [date] => 2009-08-17 09:49:07
    [closedate] => 
    [date_mod] => 2009-08-17 14:21:10
    [status] => new
    [users_id] => 6
    [users_id_recipient] => 6
    [groups_id] => 1
    [requesttypes_id] => 6
    [users_id_assign] => 0
    [suppliers_id_assign] => 0
    [groups_id_assign] => 0
    [itemtype] => 4
    [items_id] => 15174
    [content] => I can't send a mail
    [urgence] => 5
    [impact] => 5
    [priority] => 5
    [user_email] => 
    [use_email_notification] => 0
    [realtime] => 0
    [category] => 1
    [cost_time] => 0.0000
    [cost_fixed] => 0.0000
    [cost_material] => 0.0000
    [followups] => Array
        (
            [0] => Array
                (
                    [id] => 28
                    [date] => 2009-08-17 14:20:23
                    [users_id] => 6
                    [content] => hello
                )
        )
)