TicketHistory

IMPORTANT  The SOAP API entered a limited enhancement phase in Q4 2020. Access to version 1.6 will eventually be deactivated. At this time, there is no end-of-lifecycle date.

This entity describes the Ticket History, which tracks changes to the fields of the ticket entity, as well as the fields of any Service Level Agreement associated with the ticket. For the specific actions tracked in the Ticket History entity, refer to View the Ticket History.

IMPORTANT  Note that users with the required permissions can modify SLA event dates in Autotask, but while the original event dates and times no longer appear in the Service Level Agreement grid, an audit trail is added to the Ticket History. Ticket entity fields cannot be edited in the ticket history.

Entity details

You can also retrieve this information with the Web Services API call The getEntityInfo() SOAP API call.

Entity Name: TicketHistory
Can Create:  
Can Update:  
Can Query:
Can Delete:  
Can Have UDFs:  

Fields that cannot be queried

The following fields from this entity will return an error when queried.

  • ID
  • Action
  • Detail
  • Date
  • ResourceID

Conditions and requirements

  • The API TicketHistory entity query requires users to supply and only accepts a single "TicketID Equals" filter. Attempting to filter by any other fields or operators will return an error. Attempting to use multiple filters during one query call will also return an error.
  • The API TicketHistory entity will respect the ticket View permissions of the API user. Attempting to query a TicketID that the user does not have access to view will return an error."

Field definitions

The following table describes the standard Autotask field objects for this entity.

  • To retrieve more detailed information specific to a particular Autotask implementation, use the Web Services API call The getFieldInfo() SOAP API call.
  • For information on entity UDFs, use getUDFInfo().
  • For String datatypes, the number in parentheses ( ) indicates the maximum number of characters allowed.
  • LT indicates Local Term.

For more information about fields marked as picklists, review our Understanding picklists article.

Field Name Label Datatype
 Read Only Is Required Reference Name Picklist
id Ticket History ID long    
TicketID Ticket ID integer Ticket  
Action Action string (100)    
Detail Detail string (1800)    
Date Date datetime    
ResourceID Resource ID integer Resource