You can use these APIs to retrieve information about different objects in a page. Data APIs are supported in the following locations:
- Global (Ticket, Change and Contact Details Page) - Global Data APIs
- Ticket Details Page - Ticket Details Page APIs
- Contact Details Page - Contact Details Page APIs
- Change Details Page - Change Details Page APIs
Global Data APIs
loggedInUser -This API returns the agent information object of the logged in agent.
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("loggedInUser").then ( function(data) { // success operation // "data" is {loggedInUser: {agent: {…}}} }, function(error) { // failure operation } ); |
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 | { "loggedInUser":{ "agent":{ "id": 1, "user_id": 1, "signature": null, "created_at": "2017-10-26T19:40:13+05:30", "updated_at": "2017-10-26T19:40:13+05:30", "ticket_permission": 1, "occasional": false, "google_viewer_id": null, "signature_html": null, "points": null, "scoreboard_level_id": null, "available": true, "active_since": null, "scopes": 1, "user":{ "active": true, "address": null, "created_at": "2017-10-26T19:40:13+05:30", "deleted": false, "description": null, "email": "sample@freshservice.com", "external_id": null, "helpdesk_agent": true, "id": 1, "job_title": null, "language": "en", "mobile": null, "name": "Support", "phone": null, "time_zone": "Chennai", "updated_at": "2017-10-26T19:42:50+05:30", "department_names": "", "location_name": null }, "group_ids": "[]" } } } |
The following table lists the attributes of the logged_in_user object:
ATTRIBUTE | TYPE | DESCRIPTION |
---|---|---|
available | boolean | If the agent is in a group that has enabled Automatic Ticket Assignment, this attribute will be set to true if the agent is accepting new tickets. |
created_at | datetime | Contact creation timestamp |
group_ids | array of strings | Group IDs associated with the agent |
id | number | User ID of the agent |
occasional | boolean | Set to true if this is an occasional agent (false denotes full-time) |
signature | string | Signature of the agent in HTML format |
updated_at | datetime | Agent updated timestamp |
domainName-This API returns the domain name of the current account. Freshservice v2 APIs do not support custom CNAMEs. Hence to make API calls, it is highly recommended to use this method to obtain the Freshservice domain name.
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("domainName").then ( function(data) { // success operation // "data" is {"domainName":"sample.freshservice.com"} }, function(error) { // failure operation } ); |
Attribute | Type | Description |
---|---|---|
domainName | string | Domain of the company. Email addresses of the contacts that contain this domain will be associated with that company automatically. |
Ticket Details Page
The following objects can be retrieved using the data API:
- Ticket
- Requester
- Agent
- Department
- Group
- Associated Problem
- Associated Change
- Associated Tasks
- Recent Child Tickets
- Requester Assets
- Ticket Assets
ticket-This API returns the ticket object:
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("ticket").then ( function(data) { // success output // data is {ticket: {"subject": "What’s wrong with ..",..}} }, function(error) { // failure operation } ); |
Payload Response
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 | { "ticket":{ "account_id": 1, "category": null, "cc_email":{ "cc_emails": "[]", "fwd_emails": "[]", "reply_cc": "[]", "tkt_cc": "[]" }, "created_at": "2017-10-26T19:40:18+05:30", "deleted": false, "department_id_value": null, "display_id": 1, "due_by": "2017-10-31T17:00:00+05:30", "email_config_id": null, "frDueBy": "2017-10-27T17:00:00+05:30", "fr_escalated": false, "group_id": null, "id": 1, "impact": 1, "import_id": null, "isescalated": false, "item_category": null, "notes": [{ "note":{ "created_at": "2017-10-26T19:40:18+05:30", "deleted": false, "id": 1, "incoming": false, "private": true, "source": 4, "updated_at": "2017-10-26T19:40:18+05:30", "user_id": 2, "body": "created_by: 1ntime: 2017-10-26 19:40:18 +0530", "body_html": "<div>created_by: 1<br>time: 2017-10-26 19:40:18 +0530</div>", "attachments": [], "support_email": null } }], "owner_id": null, "priority": 1, "requester_id": 2, "responder_id": null, "source": 2, "spam": false, "status": 2, "sub_category": null, "subject": "What’s wrong with my email?", "ticket_type": "Incident", "to_email": null, "updated_at": "2017-10-26T19:40:18+05:30", "urgency": 1, "description": "Hi Team, I have been unable to send any emails since this morning. What’s going on? Regards, Andrea", "description_html": "<div>Hi Team,<br/> <br/>I have been unable to send any emails since this morning. What’s going on?<br/><br/>Regards,<br/> Andrea </div>", "status_name": "Open", "requester_status_name": "Being Processed", "priority_name": "Low", "source_name": "Portal", "requester_name": "Andrea", "responder_name": "No Agent", "to_emails": null, "department_name": null, "assoc_problem_id": 1, "assoc_change_id": 1, "assoc_change_cause_id": null, "assoc_asset_id": null, "urgency_name": "Low", "impact_name": "Low", "attachments": "[]", "custom_field":{}, "tags": "[]" } } |
The following table lists the attributes of the ticket object:
ATTRIBUTE | TYPE | DESCRIPTION |
---|---|---|
cc_email | object of arrays | Email address added in the 'cc' field of the ticket. |
department_id | number | ID of the department to which this ticket belongs |
created_at | datetime | Ticket creation timestamp |
custom_field | object | Key value pairs containing the names and values of custom fields. |
description_html | string | HTML content of the ticket |
description | string | Content of the ticket in plain text |
due_by | datetime | Timestamp that denotes when the ticket is due to be resolved |
email_config_id | number | ID of email config which is used for this ticket. |
frDueBy | datetime | Timestamp that denotes when the first response is due |
fr_escalated | boolean | Set to true if the ticket has been escalated as the result of the first response time being breached |
group_id | number | ID of the group to which the ticket has been assigned |
id | number | Unique ID of the ticket |
isescalated | boolean | Set to true if the ticket has been escalated for any reason |
priority | number | Ticket priority value |
priority_name | string | Ticket priority text | requester_id | number | User ID of the requester. For existing contacts, the requester_id can be passed instead of the requester's email. |
responder_id | number | ID of the agent to whom the ticket has been assigned. |
source | number | The channel through which the ticket was created. This field contains the source value. |
source_name | string | This field contains the source text. |
spam | boolean | Set to true if the ticket has been marked as spam |
status | number | Ticket status value |
status_name | string | Ticket status text |
subject | string | Subject of the ticket |
tags | array of strings | Tags that have been associated with the ticket |
ticket_type | string | Helps categorize the ticket according to the different kinds of issues your support team deals with. |
updated_at | datetime | Ticket updated timestamp |
Every ticket uses certain fixed numerical values to denote its source, status, and priority. These numerical values along with their meanings are given below.
Source | Value |
---|---|
1 | |
Portal | 2 |
Phone | 3 |
Chat | 4 |
Feedback Widget | 5 |
Yammer | 6 |
AWS CloudWatch | 7 |
Pagerduty | 8 |
Walk-up | 9 |
Slack | 10 |
Status | Value |
---|---|
Open | 2 |
Pending | 3 |
Resolved | 4 |
Closed | 5 |
Priority | Value |
---|---|
Low | 1 |
Medium | 2 |
High | 3 |
Urgent | 4 |
The following table lists the attributes of the attachments object:
ATTRIBUTE | TYPE | DESCRIPTION |
---|---|---|
attachment_url | string | URL of the attachment |
content_content_type | string | Information on the type of the attachment, for example - image/png, text, zip, and so on |
created_at | datetime | Attachment file creation timestamp |
id | number | Unique ID of the attachment |
content_file_name | string | Attachment file name |
content_file_size | number | Attached file size |
updated_at | datetime | Attachment updated timestamp |
requester-This API returns the contact/requester information object:
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("requester").then ( function(data) { // success output // data is {requester: {"active": "true"}} }, function(error) { // failure operation } ); |
Payload Response
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 | { "requester":{ "active": true, "address": null, "created_at": "2017-10-26T19:40:17+05:30", "deleted": false, "description": null, "email": "andrea@freshservice.com", "external_id": null, "helpdesk_agent": false, "id": 2, "job_title": "Manager", "language": "en", "mobile": null, "name": "Andrea", "phone": null, "time_zone": "Chennai", "updated_at": "2017-10-26T19:40:17+05:30", "department_names": "", "location_name": null, "custom_field":{} } } |
The following table lists the attributes of the requester/contact object:
ATTRIBUTE | TYPE | DESCRIPTION |
---|---|---|
active | boolean | Set to true if the contact has been verified |
address | string | Address of the contact |
created_at | datetime | Contact creation timestamp |
custom_field | dictionary | Key value pair containing the name and value of the custom fields. |
deleted | boolean | Set to true if the contact has been deleted |
description | string | A short description of the contact |
string | Primary email address of the contact. If you want to associate additional email(s) with this contact, use the other_emails attribute | |
external_id | number | ID of the contact in an external system |
helpdesk_agent | boolean | Is the contact an agent or not? |
id | number | ID of the contact |
job_title | string | Job title of the contact |
language | string | Language of the contact |
mobile | number | Mobile number of the contact |
name | string | Name of the contact |
phone | number | Telephone number of the contact |
time_zone | string | Time zone in which the contact resides |
updated_at | datetime | Contact updated timestamp |
agent-This API returns the information object of the assigned agent
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("agent").then ( function(data) { // success output // data is {agent: {"active": "true"}} }, function(error) { // failure operation } ); |
Payload Response
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 | { "agent":{ "active_since": null, "available": true, "created_at": "2017-10-26T19:40:13+05:30", "id": 1, "occasional": false, "points": null, "scoreboard_level_id": null, "signature": null, "signature_html": null, "ticket_permission": 1, "updated_at": "2017-10-26T19:40:13+05:30", "user_id": 1, "user":{ "active": true, "address": null, "created_at": "2017-10-26T19:40:13+05:30", "deleted": false, "description": null, "email": "sample@freshservice.com", "external_id": null, "helpdesk_agent": true, "id": 1, "job_title": null, "language": "en", "mobile": null, "name": "Support", "phone": null, "time_zone": "Chennai", "updated_at": "2017-10-26T19:42:50+05:30" } } } |
The following table lists the attributes of the agent object:
ATTRIBUTE | TYPE | DESCRIPTION |
---|---|---|
active | boolean | Set to true if the contact has been verified |
address | string | Address of the contact |
created_at | datetime | Contact creation timestamp |
deleted | boolean | Set to true if the contact has been deleted |
description | string | A short description of the contact |
string | Primary email address of the contact. If you want to associate additional email(s) with this contact, use the other_emails attribute | |
external_id | number | ID of the contact in an external system |
helpdesk_agent | boolean | Is the contact an agent or not? |
id | number | ID of the contact |
job_title | string | Job title of the contact |
language | string | Language of the contact |
mobile | number | Mobile number of the contact |
name | string | Name of the contact |
phone | number | Telephone number of the contact |
time_zone | string | Time zone in which the contact resides |
updated_at | datetime | Contact updated timestamp |
department-This API returns the department information object
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("department").then ( function(data) { // success output // data is {department: {…}} }, function(error) { // failure operation } ); |
Payload Response
1 2 3 4 5 6 7 8 9 10 11 12 13 14 | { "department":{ "created_at": "2017-10-26T19:40:31+05:30", "description": "Support Team", "head_id": null, "id": 3, "name": "Customer Support", "prime_user_id": null, "updated_at": "2017-10-26T19:40:31+05:30", "head_name": null, "prime_user_name": null, "custom_field":{} } } |
The following table lists the attributes of the deparment object:
ATTRIBUTE | TYPE | DESCRIPTION |
---|---|---|
created_at | datetime | Department created timestamp |
custom_field | object | Key value pairs containing the names and values of custom fields |
description | string | A short description of the Department |
id | number | Unique ID of the Department |
name | string | Name of the Department |
updated_at | datetime | Department updated timestamp |
group-This API returns the group information object
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("group").then ( function(data) { // success output // data is {group: {…}} }, function(error) { // failure operation } ); |
Payload Response
1 2 3 4 5 6 7 | { "group":{ "id": 9, "name": "Capacity Management Team", "agent_ids": "[]" } } |
The following table lists the attributes of the group object:
ATTRIBUTE | TYPE | DESCRIPTION |
---|---|---|
agent_ids | array of numbers | Array of agent user IDs separated by commas. |
id | number | Unique ID of the group |
name | string | Name of the group |
associatedProblem-This API returns the associated problem information object
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("associatedProblem").then ( function(data) { // success output // data is {associatedProblem: {…}} }, function(error) { // failure operation } ); |
Payload Response
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 | { "associatedProblem":{ "category": null, "created_at": "2017-12-07T16:37:41+05:30", "due_by": "2017-12-21T16:37:40+05:30", "group_id": null, "impact": 1, "item_category": null, "known_error": false, "owner_id": null, "priority": 1, "requester_id": 4, "status": 1, "sub_category": null, "subject": "Unable to reach email server", "updated_at": "2017-12-07T16:37:41+05:30", "id": 1 } } |
The following table lists the attributes of the problem object:
ATTRIBUTE | TYPE | DESCRIPTION |
---|---|---|
category | string | Problem category |
created_at | datetime | problem creation timestamp |
due_by | datetime | Timestamp that denotes when the problem is due to be resolved |
group_id | number | Id of Group to which the problem is assigned |
impact | number | Impact of the problem |
item_category | string | Problem item category |
known_error | boolean | Set to true if the problem is a known error |
owner_id | number | Id of the agent to whom the problem is assigned |
priority | number | Priority of the problem |
requester_id | number | User-id of the requester |
status | number | Status of the problem |
sub_category | string | Problem sub category |
subject | string | Problem subject |
updated_at | datetime | Problem updated timestamp |
id | number | unique ID of the problem |
associatedChange-This API returns the associated change information object
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("associatedChange").then ( function(data) { // success output // data is {associatedChange: {…}} }, function(error) { // failure operation } ); |
Payload Response
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 | { "associatedChange":{ "approval_status": 4, "category": null, "change_type": 1, "created_at": "2017-12-07T16:37:40+05:30", "group_id": null, "impact": 1, "item_category": null, "owner_id": null, "planned_end_date": "2017-12-21T16:37:40+05:30", "planned_start_date": "2017-12-21T16:37:40+05:30", "priority": 1, "requester_id": 4, "risk": 1, "status": 1, "sub_category": null, "subject": "Getting ES3 back up to speed", "updated_at": "2017-12-07T16:37:40+05:30", "id": 1 } } |
The following table lists the attributes of the change object:
ATTRIBUTE | TYPE | DESCRIPTION |
---|---|---|
approval_status | number | Approval status of the change |
category | string | Change category |
change_type | number | type of the change |
created_at | datetime | change creation timestamp |
group_id | number | Id of Group to which the change is assigned |
impact | number | Impact of the change |
item_category | string | Change item category |
owner_id | number | Id of the agent to whom the change is assigned |
planned_end_date | datetime | Planned End date |
planned_start_date | datetime | Planned Start date |
priority | number | Priority of the change |
requester_id | number | User-id of the requester |
risk | number | Risk of the change |
status | number | Status of the change |
sub_category | string | Change sub category |
subject | string | change subject |
updated_at | datetime | change updated timestamp |
id | number | unique ID of the change |
associatedTasks-This API returns the associated tasks information object
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("associatedTasks").then ( function(data) { // success output // data is {associatedTasks: {…}} }, function(error) { // failure operation } ); |
Payload Response
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 | { "associatedTasks":[{ "closed_at": null, "created_at": "2017-12-14T12:29:26+05:30", "deleted": false, "description": "", "due_date": "2017-12-15T17:00:00+05:30", "group_id": null, "owner_id": 1, "status": 1, "title": "Sample Task", "updated_at": "2017-12-14T12:29:26+05:30", "user_id": 1, "id": 22 }] } |
The following table lists the attributes of the task object:
ATTRIBUTE | TYPE | DESCRIPTION |
---|---|---|
closed_at | datetime | task closed timestamp |
created_at | datetime | task creation timestamp |
deleted | boolean | set to true if the task is deleted |
description | string | description of the task |
due_date | datetime | Due date of the task |
group_id | number | id of the group assigned to the task |
owner_id | number | user_id of the assigned agent |
recentChildTickets-This API returns the associated tasks information object
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("recentChildTickets").then ( function(data) { // success output // data is {recentChildTickets: {…}} }, function(error) { // failure operation } ); |
Payload Response
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 | { "recentChildTickets":[{ "category": null, "cc_email":{ "cc_emails": [], "fwd_emails": [], "reply_cc": [], "tkt_cc": [] }, "created_at": "2017-12-14T13:17:46+05:30", "deleted": false, "due_by": "2017-12-19T13:17:46+05:30", "frDueBy": "2017-12-15T13:17:46+05:30", "fr_escalated": false, "group_id": null, "isescalated": false, "item_category": null, "owner_id": null, "priority": 1, "requester_id": 2, "responder_id": null, "source": 2, "status": 2, "sub_category": null, "subject": "Sample Child Ticket", "ticket_type": "Incident", "updated_at": "2017-12-14T13:17:46+05:30", "id": 10 }] } |
The following table lists the attributes of the task object:
ATTRIBUTE | TYPE | DESCRIPTION |
---|---|---|
category | string | Ticket category |
cc_email | array of strings | Email address added in the 'cc' field of the incoming ticket email |
created_at | datetime | ticket creation timestamp |
deleted | boolean | Set as true if the ticket is deleted/trashed. Deleted tickets will not be considered in any views except "deleted" filter |
due_by | datetime | Ticket due-by time |
due_by | datetime | Ticket due-by time |
group_id | number | Id of Group to which the ticket is assigned |
isescalated | boolean | Set to true if an escalation was sent |
item_category | string | Ticket item category |
responder_id | number | ID of the agent to whom the ticket is assigned |
priority | number | Priority of the ticket |
requester_id | number | User-id of the requester |
source | number | The channel through which the ticket was created |
status | number | Status of the ticket |
sub_category | string | Ticket sub category |
subject | string | Ticket subject |
ticket_type | number | Type property field as defined in ticket fields |
updated_at | datetime | ticket updated timestamp |
id | number | unique ID of the ticket |
requesterassets-This API returns the ticket requester associated assets information object
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("requesterAssets").then ( function(data) { // success output // data is {requesterAssets: {…}} }, function(error) { // failure operation } ); |
Payload Response
1 2 3 4 5 6 7 8 9 10 11 | { "requesterAssets":[{ "agent_id": null, "created_at": "2017-12-07T16:37:44+05:30", "impact": 2, "name": "Andrea's Laptop", "updated_at": "2017-12-07T16:37:44+05:30", "user_id": 2, "id": 1 }] } |
ticketassets-This API returns the ticket associated assets information object
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("ticketAssets").then ( function(data) { // success output // data is {ticketAssets: {…}} }, function(error) { // failure operation } ); |
Payload Response
1 2 3 4 5 6 7 8 9 10 11 | { "ticketAssets":[{ "agent_id": null, "created_at": "2017-12-07T16:37:44+05:30", "impact": 2, "name": "Andrea's Laptop", "updated_at": "2017-12-07T16:37:44+05:30", "user_id": 2, "id": 1 }] } |
The following table lists the attributes of the asset object:
ATTRIBUTE | TYPE | DESCRIPTION |
---|---|---|
agent_id | number | Id of the associated agent |
created_at | datetime | asset creation timestamp |
impact | number | Impact of the item |
name | string | Name of the item |
updated_at | datetime | asset updated timestamp |
user_id | number | Id of the item_user |
id | number | Unique id of the item |
Contact Details Page
The following objects can be retrieved using the data API:
requester()-This API returns the requester information object:
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("requester").then ( function(data) { // success output // data: {requester: {…}} }, function(error) { // failure operation } ); |
Payload Response
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 | { "requester":{ "user":{ "active": false, "address": null, "created_at": "2017-10-26T19:40:17+05:30", "deleted": false, "description": null, "email": "andrea@freshservice.com", "external_id": null, "helpdesk_agent": false, "id": 2, "job_title": "Manager", "language": "en", "mobile": null, "name": "Andrea", "phone": null, "time_zone": "Chennai", "updated_at": "2017-10-26T19:40:17+05:30", "custom_field":{} } } } |
The following table lists the attributes of the contact object:
ATTRIBUTE | TYPE | DESCRIPTION |
---|---|---|
active | boolean | Set to true if the contact has been verified |
address | string | Address of the contact |
created_at | datetime | Contact creation timestamp |
custom_field | object | Key value pair containing the name and value of the custom fields. |
description | string | A short description of the contact |
string | Primary email address of the contact. | |
id | number | ID of the contact |
job_title | string | Job title of the contact |
language | string | Language of the contact |
mobile | string | Mobile number of the contact |
name | string | Name of the contact |
phone | string | Telephone number of the contact |
time_zone | string | Time zone in which the contact resides |
updated_at | datetime | Contact updated timestamp |
department()-This API returns the department information object:
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("department").then ( function(data) { // success output // data: {department: {…}} }, function(error) { // failure operation } ); |
Payload Response
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 | { "department":{ "departments": [{ "created_at": "2017-10-26T19:40:31+05:30", "description": "Support Team", "head_id": null, "id": 3, "name": "Customer Support", "prime_user_id": null, "updated_at": "2017-10-26T19:40:31+05:30", "custom_field":{}, "head_name": null, "prime_user_name": null },{ "created_at": "2017-10-26T19:40:31+05:30", "description": "Development Team", "head_id": null, "id": 1, "name": "Development", "prime_user_id": null, "updated_at": "2017-10-26T19:40:31+05:30", "custom_field":{}, "head_name": null, "prime_user_name": null }] } } |
The following table lists the attributes of the department object:
ATTRIBUTE | TYPE | DESCRIPTION |
---|---|---|
id | number | Unique ID of the Department |
name | string | Name of the Department |
Change Details Page
The following objects can be retrieved using the data API:
change-This API returns the change object:
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("change").then ( function(data) { // success output // data is {change: {"subject": "Getting ES3 back..",..}} }, function(error) { // failure operation } ); |
Payload Response
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 | { "change":{ "itil_change":{ "approval_status": 4, "approval_type": null, "category": null, "cc_email":{}, "change_type": 1, "created_at": "2017-10-26T19:40:34+05:30", "deleted": false, "department_id": null, "display_id": 1, "email_config_id": null, "group_id": null, "id": 1, "impact": 1, "import_id": null, "item_category": null, "owner_id": null, "planned_end_date": "2017-11-09T19:40:34+05:30", "planned_start_date": "2017-11-09T19:40:34+05:30", "priority": 1, "project_id": null, "requester_id": 4, "risk": 1, "status": 1, "sub_category": null, "subject": "Getting ES3 back up to speed", "updated_at": "2017-10-26T19:40:34+05:30", "status_name": "Open", "impact_name": "Low", "priority_name": "Low", "requester_name": "Rachel", "owner_name": null, "group_name": null, "risk_type": "Low", "change_type_name": "Minor", "approval_status_name": "Not Requested", "description": null, "assoc_release_id": 1, "attachments": "[]", "notes": "[]", "custom_field_values":{} } } } |
The following table lists the attributes of the change object:
ATTRIBUTE | TYPE | DESCRIPTION |
---|---|---|
attachments | array of objects | Change attachments |
cc_email | object of arrays | Email address added in the 'cc' field of the change. |
department_id | number | ID of the department to which this change belongs |
created_at | datetime | Change creation timestamp |
custom_field | object | Key value pairs containing the names and values of custom fields. |
description | string | Content of the change in plain text |
email_config_id | number | ID of email config which is used for this change. |
group_id | number | ID of the group to which the change has been assigned |
id | number | Unique ID of the change |
priority | number | Change priority value |
priority_name | string | Change priority text | requester_id | number | User ID of the requester. For existing contacts, the requester_id can be passed instead of the requester's email. |
owner_id | number | ID of the agent to whom the change has been assigned. |
status | number | Change status value |
status_name | string | Change status text |
subject | string | Subject of the Change |
change_type | string | Helps categorize the change according to the different kinds of issues your support team deals with. |
updated_at | datetime | Change updated timestamp |
Every Change uses certain fixed numerical values to denote its status, and priority. These numerical values along with their meanings are given below.
Status | Value |
---|---|
Open | 1 |
Planning | 2 |
Awaiting Approval | 3 |
Pending Release | 4 |
Pending Review | 5 |
Closed | 6 |
Priority | Value |
---|---|
Low | 1 |
Medium | 2 |
High | 3 |
Urgent | 4 |
The following table lists the attributes of the attachments object:
ATTRIBUTE | TYPE | DESCRIPTION |
---|---|---|
attachment_url | string | URL of the attachment |
content_content_type | string | Information on the type of the attachment, for example - image/png, text, zip, and so on |
created_at | datetime | Attachment file creation timestamp |
id | number | Unique ID of the attachment |
content_file_name | string | Attachment file name |
content_file_size | number | Attached file size |
updated_at | datetime | Attachment updated timestamp |
requester-This API returns the requester information object:
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("requester").then ( function(data) { // success output // data is {requester: {"active": "true"}} }, function(error) { // failure operation } ); |
Payload Response
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 | { "requester":{ "user":{ "active": false, "address": null, "created_at": "2017-10-26T19:40:22+05:30", "deleted": true, "description": null, "email": "rachel@freshservice.com", "external_id": null, "helpdesk_agent": true, "id": 4, "job_title": null, "language": "en", "mobile": null, "name": "Rachel", "phone": null, "time_zone": "Chennai", "updated_at": "2017-10-26T19:40:22+05:30", "department_names": "", "location_name": null } } } |
The following table lists the attributes of the requester object:
ATTRIBUTE | TYPE | DESCRIPTION |
---|---|---|
active | boolean | Set to true if the contact has been verified |
address | string | Address of the contact |
created_at | datetime | Contact creation timestamp |
custom_field | dictionary | Key value pair containing the name and value of the custom fields. |
deleted | boolean | Set to true if the contact has been deleted |
description | string | A short description of the contact |
string | Primary email address of the contact. If you want to associate additional email(s) with this contact, use the other_emails attribute | |
external_id | number | ID of the contact in an external system |
helpdesk_agent | boolean | Is the contact an agent or not? |
id | number | ID of the contact |
job_title | string | Job title of the contact |
language | string | Language of the contact |
mobile | number | Mobile number of the contact |
name | string | Name of the contact |
phone | number | Telephone number of the contact |
time_zone | string | Time zone in which the contact resides |
updated_at | datetime | Contact updated timestamp |
agent-This API returns the information object of the assigned agent
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("agent").then ( function(data) { // success output // data is {agent: {"active": "true"}} }, function(error) { // failure operation } ); |
Payload Response
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 | { "agent":{ "active_since": null, "available": true, "created_at": "2017-10-26T19:40:13+05:30", "id": 1, "occasional": false, "points": null, "scoreboard_level_id": null, "signature": null, "signature_html": null, "ticket_permission": 1, "updated_at": "2017-10-26T19:40:13+05:30", "user_id": 1, "user":{ "active": true, "address": null, "created_at": "2017-10-26T19:40:13+05:30", "deleted": false, "description": null, "email": "sample@freshservice.com", "external_id": null, "helpdesk_agent": true, "id": 1, "job_title": null, "language": "en", "mobile": null, "name": "Support", "phone": null, "time_zone": "Chennai", "updated_at": "2017-10-26T19:42:50+05:30" } } } |
The following table lists the attributes of the agent object:
ATTRIBUTE | TYPE | DESCRIPTION |
---|---|---|
active | boolean | Set to true if the contact has been verified |
address | string | Address of the contact |
created_at | datetime | Contact creation timestamp |
deleted | boolean | Set to true if the contact has been deleted |
description | string | A short description of the contact |
string | Primary email address of the contact. If you want to associate additional email(s) with this contact, use the other_emails attribute | |
external_id | number | ID of the contact in an external system |
helpdesk_agent | boolean | Is the contact an agent or not? |
id | number | ID of the contact |
job_title | string | Job title of the contact |
language | string | Language of the contact |
mobile | number | Mobile number of the contact |
name | string | Name of the contact |
phone | number | Telephone number of the contact |
time_zone | string | Time zone in which the contact resides |
updated_at | datetime | Contact updated timestamp |
group-This API returns the group information object
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("group").then ( function(data) { // success output // data is {group: {…}} }, function(error) { // failure operation } ); |
Payload Response
1 2 3 4 5 6 7 | { "group":{ "id": 9, "name": "Capacity Management Team", "agent_ids": "[]" } } |
The following table lists the attributes of the group object:
ATTRIBUTE | TYPE | DESCRIPTION |
---|---|---|
agent_ids | array of numbers | Array of agent user IDs separated by commas. |
id | number | Unique ID of the group |
name | string | Name of the group |