You can use data methods to retrieve information about different objects on a page. The data methods are available in the following locations:.
Global Methods
You can use data methods to retrieve the following objects in all locations.
loggedInUser
Returns information of an agent who is logged into the Freshservice UI.
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": "[]" } } } |
Attributes of the loggedInUser object
ATTRIBUTE | DATA 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
Returns the domain name of the business account that uses Freshservice. As Freshservice v2 APIs do not support custom CNAMEs, we recommend that you use this method to obtain the Freshservice domain name and to make calls.
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 } ); |
Data returned by the domainName object
Data Type | Description |
---|---|
string | Domain of the company. Email addresses of the contacts that contain this domain will be associated with that company automatically. |
Ticket Details Page
You can use data methods to retrieve the following objects:
- ticket
- requester
- agent
- department
- group
- associatedProblem
- associatedChange
- associatedTasks
- recentChildTickets
- requesterAssets
- ticketAssets
ticket
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 } ); |
Sample Payload
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": "[]" } } |
Attributes of the ticket object
ATTRIBUTE | DATA TYPE | DESCRIPTION |
---|---|---|
cc_email | object of arrays | Email address added in the 'cc' field of the incoming ticket email. |
department_id | number | ID of the department. |
created_at | datetime | Ticket creation timestamp. |
custom_field | object | Key value pairs containing 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 indicating when the ticket is due to be resolved. |
email_config_id | number | ID of the email config which is used for this ticket. |
frDueBy | datetime | Timestamp indicating 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 | 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 | This field categorizes the ticket according to the different kinds of issues your support team deals with. |
updated_at | datetime | Ticket updated timestamp. |
Tickets use certain numbers to denote source, status, and priority. These numbers and their values are listed.
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 |
Attributes of the attachments object
ATTRIBUTE | DATA TYPE | DESCRIPTION |
---|---|---|
attachment_url | string | URL of the attachment. |
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 | 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
Returns the contact/requester 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":{} } } |
Attributes of the requester/contact object
ATTRIBUTE | DATA TYPE | DESCRIPTION |
---|---|---|
active | boolean | Set to 'true' if the user has been verified. |
address | string | Address of the user. |
created_at | datetime | User creation timestamp. |
custom_field | dictionary | Key value pairs containing the names and values of the custom fields. |
deleted | boolean | Set to 'true' if the user has been deleted. |
description | string | A short description of the user. |
string | Primary email address of the user. If you want to associate additional email(s) with this user, use the other_emails attribute. | |
external_id | number | ID of the user in an external system. |
helpdesk_agent | boolean | Set to 'true' if the user is an agent. |
id | number | ID of the user. |
job_title | string | Job title of the user. |
language | string | Language of the user. |
mobile | number | Mobile number of the user. |
name | string | Name of the user. |
phone | number | Telephone number of the user. |
time_zone | string | Time zone in which the user resides. |
updated_at | datetime | User updated timestamp. |
agent
Returns the agentobject.
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" } } } |
Attributes of the agent object
ATTRIBUTE | DATA TYPE | DESCRIPTION |
---|---|---|
active | boolean | Set to 'true' if the user has been verified. |
address | string | Address of the user. |
created_at | datetime | User creation timestamp. |
deleted | boolean | Set to 'true' if the user has been deleted. |
description | string | A short description of the user. |
string | Primary email address of the user. If you want to associate additional email(s) with this user, use the other_emails attribute. | |
external_id | number | ID of the user in an external system. |
helpdesk_agent | boolean | Set to 'true' if the user is an agent. |
id | number | ID of the user. |
job_title | string | Job title of the user. |
language | string | Language of the user. |
mobile | number | Mobile number of the user. |
name | string | Name of the user. |
phone | number | Telephone number of the user. |
time_zone | string | Time zone in which the user resides. |
updated_at | datetime | User updated timestamp. |
department
Returns the department 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":{} } } |
Attributes of the deparment object
ATTRIBUTE | DATA TYPE | DESCRIPTION |
---|---|---|
created_at | datetime | Department created timestamp. |
custom_field | object | Key value pairs containing names and values of custom fields. |
description | string | A short description of the department. |
id | number | ID of the department. |
name | string | Name of the department. |
updated_at | datetime | Department updated timestamp. |
group
Returns the group 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 } ); |
Sample Payload
1 2 3 4 5 6 7 | { "group":{ "id": 9, "name": "Capacity Management Team", "agent_ids": "[]" } } |
Attributes of the group object
ATTRIBUTE | DATA TYPE | DESCRIPTION |
---|---|---|
agent_ids | array of numbers | Array of agent IDs separated by commas. |
id | number | ID of the group. |
name | string | Name of the group. |
associatedProblem
Returns the associated problem 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 } ); |
Sample Payload
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 } } |
Attributes of the associated problem object
ATTRIBUTE | DATA TYPE | DESCRIPTION |
---|---|---|
category | string | Problem category. |
created_at | datetime | Problem creation timestamp. |
due_by | datetime | Timestamp indicating when the problem is due to be resolved. |
group_id | number | ID of the group to which the problem is assigned. |
impact | number | Impact of the problem. |
item_category | string | Item category of the problem. |
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 | Sub-category of the problem. |
subject | string | Subject of the problem. |
updated_at | datetime | Problem updated timestamp. |
id | number | ID of the problem. |
associatedChange
Returns the associated change 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 } } |
Attributes of the associated change object
ATTRIBUTE | DATA TYPE | DESCRIPTION |
---|---|---|
approval_status | number | Approval status of the change. |
category | string | Change category. |
change_type | number | Type of change. |
created_at | datetime | Change creation timestamp. |
group_id | number | ID of the group to which the change is assigned. |
impact | number | Impact of the change. |
item_category | string | Item category of the change. |
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 | Sub-category of the change. |
subject | string | Subject of the change. |
updated_at | datetime | Change updated timestamp. |
id | number | ID of the change. |
associatedTasks
Returns the associated tasks 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 }] } |
Attributes of the associated tasks object
ATTRIBUTE | DATA TYPE | DESCRIPTION |
---|---|---|
closed_at | datetime | Task closed at 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
Returns the recent child tickets 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 } ); |
Sample Payload
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 }] } |
Attributes of the recent child tickets object
ATTRIBUTE | DATA 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 the "deleted" filter. |
due_by | datetime | Timestamp indicating when the ticket is due to be resolved. |
frDueby | datetime | Timestamp indicating when the first response is due. |
group_id | number | ID of the group to which the ticket is assigned. |
isescalated | boolean | Set to 'true' if an escalation was sent. |
item_category | string | Item category of the ticket. |
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 | Sub-category of the ticket. |
subject | string | Subject of the ticket. |
ticket_type | number | Type property field as defined in the parent ticket fields. |
updated_at | datetime | Ticket updated timestamp. |
id | number | ID of the ticket. |
requesterassets
Returns the requester associated assets 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 } ); |
Sample Payload
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
Returns the ticket associated assets 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 }] } |
Attributes of the ticket associated assets object.
ATTRIBUTE | DATA 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 | ID of the item. |
Contact Details Page
You can use data methods to retrieve the following objects:
requester()
Returns the requester 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":{} } } } |
Attributes of the requester object
ATTRIBUTE | DATA TYPE | DESCRIPTION |
---|---|---|
active | boolean | Set to 'true' if the user has been verified. |
address | string | Address of the user. |
created_at | datetime | User creation timestamp. |
custom_field | object | Key value pairs containing the names and values of the custom fields. |
description | string | A short description of the user. |
string | Primary email address of the user. | |
id | number | ID of the user. |
job_title | string | Job title of the user. |
language | string | Language of the user. |
mobile | string | Mobile number of the user. |
name | string | Name of the user. |
phone | string | Telephone number of the user. |
time_zone | string | Time zone in which the user resides. |
updated_at | datetime | User updated timestamp. |
department()
Returns the department 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 }] } } |
Attributes of the department object
ATTRIBUTE | DATA TYPE | DESCRIPTION |
---|---|---|
id | number | ID of the department. |
name | string | Name of the department. |
Change Details Page
You can use data methods to retrieve the following objects:
change
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":{} } } } |
Attributes of the change object.
ATTRIBUTE | DATA 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 | 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 | This field categorizes the change according to the different kinds of issues your support team deals with. |
updated_at | datetime | Change updated timestamp. |
Changes use certain numbers to denote source, status, and priority. These numbers and their values are listed.
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 |
Attributes of the attachments object
ATTRIBUTE | DATA 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 | 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
Returns the requester 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 } } } |
Attributes of the requester object
ATTRIBUTE | DATA TYPE | DESCRIPTION |
---|---|---|
active | boolean | Set to 'true' if the user has been verified. |
address | string | Address of the user. |
created_at | datetime | User creation timestamp. |
custom_field | dictionary | Key value pairs containing the names and values of custom fields. |
deleted | boolean | Set to 'true' if the user has been deleted. |
description | string | A short description of the user. |
string | Primary email address of the user. If you want to associate additional email(s) with this user, use the other_emails attribute. | |
external_id | number | ID of the user in an external system. |
helpdesk_agent | boolean | Set to 'true' if the user is an agent. |
id | number | ID of the user. |
job_title | string | Job title of the user. |
language | string | Language of the user. |
mobile | number | Mobile number of the user. |
name | string | Name of the user. |
phone | number | Telephone number of the user. |
time_zone | string | Time zone in which the user resides. |
updated_at | datetime | User updated timestamp. |
agent
Returns the agent object.
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" } } } |
Attributes of the agent object.
ATTRIBUTE | DATA TYPE | DESCRIPTION |
---|---|---|
active | boolean | Set to 'true' if the user has been verified. |
address | string | Address of the user. |
created_at | datetime | User creation timestamp. |
deleted | boolean | Set to 'true' if the user has been deleted. |
description | string | A short description of the user. |
string | Primary email address of the user. If you want to associate additional email(s) with this user, use the other_emails attribute. | |
external_id | number | ID of the user in an external system. |
helpdesk_agent | boolean | Set to 'true' if the user is an agent. |
id | number | ID of the user. |
job_title | string | Job title of the user. |
language | string | Language of the user. |
mobile | number | Mobile number of the user. |
name | string | Name of the user. |
phone | number | Telephone number of the user. |
time_zone | string | Time zone in which the user resides. |
updated_at | datetime | User updated timestamp. |
group
Returns the group 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": "[]" } } |
Attributes of the group object
ATTRIBUTE | DATA TYPE | DESCRIPTION |
---|---|---|
agent_ids | array of numbers | Array of agent user IDs separated by commas. |
id | number | ID of the group. |
name | string | Name of the group. |
backoutPlan
Returns the backout plan description.
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("backoutPlan").then ( function(data) { // success operation // "data" is {"backoutPlan":"description of the backout plan"} }, function(error) { // failure operation } ); |
Attribute | Data Type | Description |
---|---|---|
backoutPlan | string | Description of the backout plan. |
changeImpact
Returns the change impact description.
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("changeImpact").then ( function(data) { // success operation // "data" is {"changeImpact":"description of the change impact"} }, function(error) { // failure operation } ); |
Attribute | Data Type | Description |
---|---|---|
changeImpact | string | Description of the change impact. |
changePlan
Returns the change plan description.
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("changePlan").then ( function(data) { // success operation // "data" is {"changePlan":"description of the change plan"} }, function(error) { // failure operation } ); |
Attribute | Data Type | Description |
---|---|---|
changePlan | string | Description of the change plan. |
changeReason
Returns the change reason description.
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("changeReason").then ( function(data) { // success operation // "data" is {"changeReason":"description of the change reason"} }, function(error) { // failure operation } ); |
Attribute | Type | Description |
---|---|---|
changeReason | string | Description of the change reason. |
Asset Details Page
You can use data methods to retrieve the asset object.
asset
Returns the asset object.
Copied Copy1 2 3 4 5 6 7 8 9 | client.data.get("asset").then ( function(data) { // success output // data is {asset: {"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 | { "id":1, "name":"Macbook Pro", "description":"", "ci_type_id":25, "impact":2, "created_at":"2019-03-07T15:08:00+05:30", "updated_at":"2019-03-13T15:26:22+05:30", "user_id":2, "department_id":null, "group_id":null, "assigned_on":null, "agent_id":null, "display_id":1, "location_id":null, "depreciation_id":null, "salvage":null, "usage_type":1, "asset_tag":"ASSET-1", "department_name":null, "used_by":"Andrea", "business_impact":"Medium", "agent_name":null, "levelfield_values": { "product_3":1, "vendor_3":26, "cost_3":"34.0", "warranty_3":28, "acquisition_date_3":null, "warranty_expiry_date_3":null, "domain_3":null, "asset_state_3":1, "serial_number_3":null, "last_audit_date_3":null, "os_8":"Mac", "os_version_8":"OS X", "os_service_pack_8":null, "memory_8":null, "disk_space_8":null, "cpu_speed_8":null, "cpu_core_count_8":null, "mac_address_8":null, "uuid_8":null, "hostname_8":null, "computer_ip_address_8":null, "last_login_by_8":null }, "ci_type_name":"Laptop", "product_name":"Apple MacBook Air 13", "vendor_name":"vendor 26", "state_name":"In Use", "location_name":null } |
Attributes of the asset object
ATTRIBUTE | DATA TYPE | DESCRIPTION |
---|---|---|
id | number | ID of the asset. |
name | string | Name of the asset. |
description | string | Description of the asset. |
ci_type_id | number | ID of the asset type. |
ci_type_name | string | Name of the asset type. |
impact | number | ID of the impact. |
business_impact | string | Name of the impact. |
usage_type | number | Usage type of the asset. |
user_id | number | ID of the associated user (used by). |
used_by | string | Name of the associated user (used by). |
department_id | number | ID of the associated department. |
department_name | string | Name of the associated department. |
agent_id | number | ID of the associated agent (managed by). |
agent_name | string | Name of the associated agent (managed by). |
group_id | number | ID of the associated agent group (managed by group). |
assigned_on | datetime | Date at which the asset is assigned. |
display_id | number | Display ID of the asset. |
location_id | number | ID of the associated location. |
location_name | string | Name of the location associated to the asset. |
asset_tag | string | Asset tag of the asset. |
product_name | string | Name of the product associated to the asset. |
vendor_name | string | Name of the vendor associated to the asset. |
state_name | string | Name of the state associated to the asset. |
Each asset has distinct properties, such as impact and usage type, for which the values are listed.
Impact | Values |
---|---|
Low | 1 |
Medium | 2 |
High | 3 |
Usage Type | Values |
---|---|
Permanent | 1 |
Loaner | 2 |