For publishing the events to your system, the Rackspace Team requires the following:

Callback URL - URL where events are published
API Key - Secret key between Rackspace and you for HMAC Authentication
OAuth Details - User name/Password and Client Id/Client Secret for OAuth Authentication

Securing Webhooks - HMAC Authentication

When publishing the events to the callback URL, the following headers are sent:

timestamp - number of seconds passed since January 1, 1970
token - randomly generated string
signature - hexadecimal string generated by HMAC algorithm

To verify the event is coming from Rackspace, you should concatenate timestamp and token values, encode the resulting string with the HMAC algorithm (using the API Key as a key and SHA256 digest mode), and compare the resulting hexdigest to the signature.

Below is a Python code sample used to verify the signature.

import  hashlib, hmac

def verify(api_key, token, timestamp, signature):
  return signature == hmac.new(
      key=api_key.encode('ascii'),
      msg='{}{}'.format(timestamp, token).encode('ascii'),
      digestmod=hashlib.sha256).hexdigest()

Securing Webhooks - OAuth Authentication

Token is generated using OAuth Details provided by you (OAuth URL, user name , password , client id and secret).

When publishing the events to the callback URL, above generated token is passed as Authorization header.

Event Parameters

These are the most relevant response parameters of an event.

Name	Type	Description
id	string	The unique ID (UUID) of the event updated and published
eventTime	String	Time the event was published to the webhook. *Note: this is not the time of last update as publishing delays could result in a timestamp later than when the actual event occurred.***
type	String	The type of event. Available event types are `CREATE`, if a new ticket was created, and `UPDATE` if an existing record was updated. This typically occurs during ticket status changes or comments being added to the ticket.
ticket.ticketId	String	ticket ID.
ticket.accountId	String	account ID or tenantID
ticket.lastUpdated	String	Date and time the ticket was last modified either through status change or comment additions.
ticket.resources	List	Devices associated with the ticket. These are provided in a format consistent with the Rackspace Resource API.
ticket.subject	String	Subject originally provided at creation time.
ticket.description	String	Description originally provided at creation time.
ticket.category	String	Category of the ticket
ticket.subcategory	String	Subcategory of the ticket
ticket.classification	String	Classification of the ticket
ticket.status	String	The new status of the ticket. Available statuses are `Pending Rackspace`, `Pending Customer`, `Solved`, `Closed`, `Archived`, `Unavailable`. Note: Not all events publish a status.
ticket.created	String	Timestamp of ticket creation.
ticket.severity	String	Severity of the ticket
ticket.version	String	Version of the ticket json
ticket.comment	String/Object	This is either a blank string (“”) if no comment occurred within the event or an object if the event was triggered by a new comment.
comment.author	String	The creator of this comment, can either be a Racker or a user within your organization.
comment.authorType	String	The type of user who created the request. Available types are `Rackspace` or `Customer`.
comment.created	String	Timestamp of comment creation.
comment.id	String	Unique ID of the comment.
comment.text	String	The text of the comment. Note: At this time, the length of the comment is limited to 10240 characters.
comment.attachments	List	URLs of the attachments associated with the comment. These are provided in a format consistent with our ConsolidatedTicketing API.

Event example

{
  "event": {
      "eventTime": "2018-07-27T03:47:06.446363Z",
      "id": "bb3a9766-914f-11e8-961c-0050561a0171",
      "type": "UPDATE",
      "ticket": {
        "accountId": "hyrbid:123456789",
        "category": "DNS/IP",
        "subcategory": "Assign additional IP",
        "lastUpdated": "2018-07-27T03:47:06.297537Z",
        "resources": [],
        "subject": "Request for Information",
        "ticketId": "180717-0000000",
        "severity": "NORMAL",
        "version": "1",
        "comment": {
          "author": "Racker",
          "authorType": "Rackspace",
          "created": "2018-07-27T03:47:06.297537Z",
          "id": "180727-iad-0000000",
          "text": "We are researching a solution now."
        }
  }
}

{
  "event": {
      "eventTime": "2018-07-27T03:47:06.446363Z",
      "id": "bb3a9766-914f-11e8-961c-0050561a0171",
      "type": "UPDATE",
      "ticket": {
        "accountId": "hyrbid:123456789",
        "category": "DNS/IP",
        "subcategory": "Assign additional IP",
        "lastUpdated": "2018-07-27T03:47:06.297537Z",
        "resources": [],
        "subject": "Request for Information",
        "ticketId": "180717-0000000",
        "severity": "NORMAL",
        "version": "1",
        "comment": {
          "author": "Racker",
          "authorType": "Rackspace",
          "created": "2018-07-27T03:47:06.297537Z",
          "id": "180727-iad-0000000",
          "text": "Testing attachments..",
          "attachments": ["https://ticketing.api.rackspace.com/tickets/180717-0000000/auth/attachments/969005?filename=test.png"]}
        }
  }
}