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 )

📘
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:

Name	Type	Description
accountId	String (Required)	The account for which the ticket is being created (for example `hybrid:12345`).
subject	String (Required)	The subject line for the ticket.
category	String (Required)	The category name. The categories are `Account`, `Billing and Payments`, `Request for Information`, `Change`, and `Incident`.
subcategory	String (Required)	The subcategory name.
severity	String	The severity of your request, please use the /accounts endpoint to determine what severities available to your account.
comment	Object	This object can be used to provide a description of your ticket.
comment.text	String (Required)	A detailed description of the nature of your request
comment.attachments	object	Attachement related to comment
comment.attachments.filename	String	Name of the attached file
comment.attachments.uuid	String	UUID of the attached file
resources	String	The URLs of the resources affected by the issue described in the ticket.
recipients	Array	List of all the recipients for notification of tickets.

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:

Name	Type	Description
ticketId	String	The UUID of the ticket.
accountId	String	The ID of the account for which the ticket is being created.
subject	String	The subject line for the ticket.
status	String	The status of the ticket.
severity	String	The severity of the issue. Available severities are `Low`, `Normal`, `High`, `Urgent`, and `Emergency`.
resources	String	The URLs of the resources affected by the issue described in the ticket.
category	String	The category name. The categories are `Account`, `Billing & Payment`, `Request for Information`, `Change`, and `Incident`.
subcategory	String	The subcategory name. There is one subcategory, `General`.
created	String	The date and time the ticket was created.
modified	String	The date and time the ticket was last updated.
modifiedBy	Object	The user whom last modified the ticket, typically this is the last user to comment on the ticket.
modifiedBy.id	String	The Rackspace Person Number (RPN) of the commenter if modified by someone within your account. This is empty if the last person to modify the ticket was a Racker.
modifiedBy.name	String	Either the name of the account user or the first name and last initial of Racker who last modified the ticket.
modifiedBy.roles	List	The roles assigned to the user who last modified the ticket. This is `Primary`, `Administrative`, or `Technical` if last modified by an account user or `Racker` if the ticket was last modified by Rackspace.
modifiedBy.type	List	The type of user who last modified the ticket, this is either `customer` or `racker`.
createdBy	Object	The user whom created the ticket.
createdBy.id	String	The Rackspace Person Number (RPN) of the commenter if created by someone within your account. This is empty if the ticket was created by Rackspace.
createdBy.name	String	Either the name of the account user or the first name and last initial of Racker who created the ticket.
createdBy.roles	List	The roles assigned to the user who created the ticket. This is `Primary`, `Administrative`, or `Technical` if created by an account user or `Racker` if the ticket was created by Rackspace.
createdBy.type	List	The type of user who created the ticket, this is either `customer` or `racker`.
comments	List	All comments associated with the ticket.
comments.id	String	The comment ID of the individual comment.
comments.text	String	The text content of the comment.
comments.created	String	The date and time the comment was created.
comments.author	Object	Information about the author of the comment.
comments.author.id	String	The Rackspace Person Number (RPN) of the commenter if created by someone within your account. This is empty if the ticket was created by Rackspace.
comments.author.name	String	Either the name of the account user or the first name and last initial of Racker who created the ticket.
comments.author.roles	List	The roles assigned to the user who created the ticket. This is `Primary`, `Administrative`, or `Technical` if created by an account user or `Racker` if the ticket was created by Rackspace.
comments.author.type	List	The type of user who created the ticket, this is either `customer` or `racker`.
comment.attachments	object	Attachement related to comment
comment.attachments.filename	String	Name of the attached file
comment.attachments.uuid	String	UUID of the attached file
comment.attachments.upload_url	String	Upload url of the attached file it is available if request is without uuid
comment.attachments.url	String	url of the attached file it is available if request is with uuid
classification	String	The classification of the ticket. The classifications are `Service Request`, `Change`, and `Incident`.
recipients	object	List of all recipients for notification of tickets.
recipients.type	String	Type of recipient contact.
recipients.value	String	recipient contact value.

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:

Code	Name	Description
200	Success	The request succeeded.
429	Too Many Requests	The application has a built-in rate limit of 1 request per minute. If you exceed this limit, you receive a 429 status code response until the cool off period has elapsed.

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.

📘
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.

Name	Type	Description
ticketId	String (Required)	The ticket ID stored through the Ticketing API.

The request has the following body parameters:

Name	Type	Description
status	String	Update the status to close the ticket. The only option is `Closed`.
resources	Array	Update the resources of open ticket. This option replaces the existing resources with the request body.

Request example

The following example shows the JSON request

1. For updating the status of a ticket:

{
    "status": "Closed"
}

1. 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:

Code	Description
200	The request succeeded.
404	The ticket was not found.
429	The application has a built-in rate limit of 5 requests per minute. If you exceed this limit, you receive a 429 status code response until the cool off period has elapsed.

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.

Name	Type	Description
ticketId	String (Required)	The ticket ID stored through the Ticketing API.

The add comment request has the following body parameters:

Name	Type	Description
comment	Object	A comment about the issue described in the ticket.
comment.text	String (Required)	A comment providing information about the current state of your support request
comment.attachments	object	Attachement related to comment
comment.attachments.filename	String	Name of the attached file
comment.attachments.uuid	String	UUID of the attached file

📘
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:

Code	Name	Description
200	Success	The request succeeded.
404	Not Found	The ticket was not found.
429	Too Many Requests	The application has a built-in rate limit of 5 requests per minute. If you exceed this limit, you receive a 429 status code response until the cool off period has elapsed.