Tickets

Autotask allows Role to be inactivated.

• You can update an existing Ticket that has a Resource + Role combination that uses an inactive role.
• An attempt to create a Ticket using a Resource + Role combination with an inactive Role will trigger an error.

billingCodeID is required on create and update if your company has enabled the Autotask system setting that requires a Work Type on a Ticket.

The billingCodeID field must reference a Work Type allocation code.

changeApprovalStatus can only be set to Requested or Assigned. All other statuses, Not Assigned, Partially Approved, Approved, or Rejected can only be set by the system.

• If changeApprovalStatus = Assigned, user can change it to Requested (only).
• If changeApprovalStatus = Requested, user can change it to Assigned (only)

If a value is not provided for changeApprovalType:

• If the ticket type = Change Request, then changeApprovalType is set to the default value.
• If the ticket type is not = Change Request and a current changeApprovalType value exists on the entity, then the field is cleared. This allows the field to be cleared for tickets that are not Change Request type tickets.
• Otherwise, do nothing.

ticket.companyID cannot be changed if the ticket has an associated and posted TimeEntry, TicketCharge, or Expense.

If the ticket has no associated posted items and ticket.companyID is changed, any associated (non-posted) Contract, TimeEntries, or TicketCosts are set to Null, along with any Service or ServiceBundle items associated with the TimeEntries or TicketCosts. expenseItem.companyID is updated and expenseItem.projectID, expenseItem.taskID, or expenseItem.ticketID is set to Null.

On create, if configurationItemID is populated, the configurationItem.companyID must = ticket.companyID

On update, configurationItem.ID cannot be updated to an configurationItem where configurationItem.companyID ≠ ticket.companyID.

If the ticket category = 'RMA', the configurationItemID is required. That configurationItem must also reference a Product that is isEligibleForRma.

NOTE  If the configurationItem value is not being updated, and for some reason it is already associated with a Company that is different from the Ticket Company, the update will not fail.

For the contactID field, Contact.companyID must = ticket.companyID or the parentCompanyID of ticket.companyID.

update is allowed on a Ticket with an inactive contactID value if that value is not being changed, or if a new active value is assigned. A new inactive contactID value cannot be assigned on create or update.

If the ticket category = 'RMA', and no value is supplied for the Contact field, it will be set to the contact of the supplied asset.

If a ticket is created or updated with a sub-issue type that is excluded from the associated contract, the ticket's contractID will be updated to that of the exclusion contract, if it exists. If it does not exist, the contractID will be set to null.

When you use the API to update this field, the REST API will return the text-only version of its content. If you send the content back, the Rich Text and all images that it contains will be lost. You cannot use the API to create items that contain Rich Text, but you can add Rich Text later via a supported method.

To learn more, refer to The Rich Text editor.

This field is required unless the supplied ticket category or the user's default ticket category has both the Due Date and Due Time configured.

If the ticket category has only the due date or only the due time configured, then the API ticket.dueDateTime will be required, and not supplying a value will return an error message.

If the ticket is created from a Datto RMM alert and the Autotask ticket category has a Due Date and Time configured, then we will clear the dueDateTime field on the alert supplied by Datto RMM, and apply the default from the Autotask ticket category.

This field is set in the UI via resource assignment or through options such as "Assign to Co-Managed" or "Transfer to Service Provider." If the API changes a resource assignment, it may cause the isAssignedToComanaged value to change.

issueType and subIssueType are never required in the API. They are required in the UI only if the system setting 'Require Issue and Sub-Issue on tickets' is enabled.

subIssueType is associated with an Issue and the available subIssueType picklist items are specific to the associated issueType. When a subIssueType value is provided, the associated issueType value must also be provided.

Tracks updates to any field except changes to the lastActivityDate, lastCustomerNotificationDateTime, lastCustomerVisibleActivityDateTime. UDF changes are included in the criteria for updating lastTrackedModificationDate.

On create, priority must be an active priority.

If the current priority is inactive, update is allowed if the priority value is not changed, or if priority is changed to an active value.

queueID requirement - The ticket's category (Ticket.ticketCategory) will determine whether or not Ticket.queueID is required, based on the category's 'Queue is Required' setting. If queueID does not meet the requirement specified by the associated ticket category's 'Queue is Required' setting, as listed below, an error will occur.

• If setting equals 'Always', the API will always require the queueID value.
• If setting equals 'Never' then the API will not require the queueID value.
• If setting equals 'RequiredWhenPrimaryResourceIdBlank', then the API will produce an error when both the queueID and resourceID fields are empty.

This field is editable for tickets whose ticket category is 'RMA.' ◦

• Attempting to edit this field on a ticket with a different ticket category will result in the supplied value being ignored.
• If a ticket is created with the 'RMA' ticket category via the API and no value is supplied for this field, the ticket category default value for the field will be used.

This field is editable for tickets whose ticket category is 'RMA.'

• Attempting to edit this field on a ticket with a different ticket category will result in the supplied value being ignored.

The ticket SLA is defaulted in using the following logic:

1. Check the asset. If the asset is associated to an SLA, then use that ID.

2. If there is no Asset SLA, then check the Contract Service or Bundle SLA. If the Contract Service or Bundle is associated to an SLA, then use that ID.

3. If there is no Contract Service or Bundle SLA, then check the Contract. If the Contract is associated to an SLA, then use that ID.

4. If no asset or contract SLA, then check the Ticket Category. If the ticket category is associated to an SLA, then use that ID.

The Ticket entity will support the Ticket Category:

• If no ticketCategory is passed in, the API will use the logged in resource's default category; if the resource does not have a default category, the API will use the Company's system default ticket category.
• ticketCategory default values will be applied unless another value is passed in.
• Ticket cannot be created with an inactive ticketCategory.
• On update, a ticketCategory cannot be updated to another ticketCategory that is inactive.
• In Picklist, an inactive ticketCategory displays in italic text.
• The API does not respect the ticketCategory's 'required' and 'available list item' settings, with the exception of the 'Queue is Required' setting.
• When a ticket category is applied and it changes the value of changeApprovalType, the field will be updated even if the ticket type does not = ChangeApproval.
• While this is not possible in the UI, in the API, you can create tickets with a ticket category of 'API.'

• The following fields are not editable when ticket category is RMA: companyID, configurationItemID, ticketType.

• On create, you can specify a ticket number prefix for this resource.

• The prefix must follow the format 'TYYYYMMDD.' For example, 'T20200615.'

• The 'YYYYMMDD' value must be a date less than or equal to today's date.

• If the API receives an invalid prefix, it will automatically generate one and assign it to the resource.
• You cannot change a resource's ticket number prefix once created.

• Autotask will automatically assign the record number that follows the prefix. For example, 'T20200615.0674.'