This web service contains methods that add, edit, or delete tickets within SmarterTrack.

The following operations are supported. For a formal definition, please review the Service Description.

• AddMessageToTicket
  Adds a new message to an existing ticket.
• AddMessageToTicketFromUser
  Adds a new message to an existing ticket from a user.
• AddMessageToTicketWithAttachments
  Adds a new message to an existing ticket, as if it came in on a specific date. Emails the message to the specified addresses.
• AddMessageToTicketWithBcc
  Adds a new message to an existing ticket with BCC address(es). Emails the message to the specified addresses.
• AddMessageToTicketWithBccFromUser
  Adds a new message to an existing ticket from a user with BCC address(es). Emails the message to the specified addresses.
• AddMessageToTicketWithDate
  Adds a new message to an existing ticket, as if it came in on a specific date.
• AddMessageToTicketWithDateAndBcc
  Adds a new message to an existing ticket with BCC address(es), as if it came in on a specific date. Emails the message to the specified addresses.
• AddMessageToTicketWithDateAndBccFromUser
  Adds a new message to an existing ticket, as if it came in on a specific date. Emails the message to the specified addresses.
• AddMessageToTicketWithDateFromUser
  Adds a new message to an existing ticket, as if it came in on a specific date.
• AddRelatedItem
  Adds a related item to a ticket, chat, or call
• AddTicketAttachment
  Adds an attachment to a ticket.
• AddTicketNote
  Adds a comment to the specified ticket. This function encodes text, so HTML is not allowed.
• AddTicketNoteHtml
  Adds a comment to the specified ticket. This function does NOT encode text. HTML is allowed.
• AddTicketNoteHtmlWithDate
  Adds a comment to the specified ticket as if it came in on a specified date. This function does NOT encode text. HTML is allowed.
• AddTicketTimeLog
  Adds a new time log to a ticket.
• AppendToTicketAttachment
  Appends data to an existing attachment.
• CloseTicket
  Changes the status of a ticket to closed, and optionally adds a closing comment.
• CreateIncomingTicket
  Creates a new inbound ticket as if it was created by an end user. Also allows multiple fields to be set.
• CreateIncomingTicketWithMessageAttachment
  Creates a new inbound ticket as if it was created by an end user with attachments in the message. Also allows multiple fields to be set.
• CreateOutboundTicket
  Creates a new outbound ticket as if it was created by an agent with attachments in the message. Also allows multiple fields to be set.
• CreateTicket
  Creates a new outbound ticket as if it was sent from an agent.
• CreateTicketFromCustomer
  Creates a new ticket as if it was sent from an end user.
• CreateTicketFromCustomerWithCC
  Creates a new ticket as if it was sent from an end user. Also allows specifying additional email addresses to be included.
• CreateTicketFromCustomerWithDate
  Creates a new ticket as if it was sent from an end user. Also allows the setting of key dates for the ticket.
• CreateTicketFromCustomerWithDateAndCC
  Creates a new ticket as if it was sent from an end user. Also allows the setting of key dates for the ticket and specifying additional email addresses to be included.
• CreateTicketFromCustomerWithGroup
  Creates a new ticket as if it was sent from an end user. Also allows specifying a group to be attached to.
• CreateTicketFromCustomerWithGroupWithCC
  Creates a new ticket as if it was sent from an end user. Also allows specifying additional email addresses to be included and a group to be attached to.
• CreateTicketWithCC
  Creates a new outbound ticket as if it was sent from an agent. Also allows specifying additional email addresses to be included.
• CreateTicketWithDate
  Creates a new outbound ticket as if it was sent from an agent. Also allows the setting of key dates for the ticket.
• CreateTicketWithDateAndCC
  Creates a new outbound ticket as if it was sent from an agent. Also allows the setting of key dates for the ticket and specifying additional email addresses to be included.
• DeleteTicket
  Marks the given ticket as deleted.
• EditTicketNote
  Edits the properties of a comment.
• EditTicketNoteHTML
  Edits the properties of a comment. This function does NOT encode text. HTML is allowed.
• GetAgentReceivingStatus
  Get the tickets receiving status for the agent authenticated with authUserName.
• GetAgentReceivingStatusAsAdmin
  Use admin credentials to Get the tickets receiving status for the agent specified with agentUserName.
• GetAgentsSignature
  Gets the signature for the agent authenticated with authUserName for the specified department and group.
• GetAttachmentAllowedMaxSize
  Gets the Max attachment size
• GetCustomFieldControls
  Get the custom field template for the given department.
• GetGroupTicketInfo
  Returns the number of open tickets by group for the agent authenticated with the authUserName parameter.
• GetTicketAttachments
  Returns a list of attachments for a ticket.
• GetTicketConversationPartList
  Returns a list of conversation parts (messages, comments, etc.) for a given ticket.
• GetTicketConversationPartListFromTicketNumber
  Returns a list of conversation parts (messages, comments, etc.) for a given ticket.
• GetTicketCount
  Returns the total number of open tickets for the agent authenticated with the authUserName parameter.
• GetTicketCounts_Agent
  Returns agent ticket counts by brand, department, and group for the agent authenticated with the authUserName parameter.
• GetTicketCounts_Global
  Returns global ticket counts by brand, department, group and agent.
• GetTicketCustomFields
  Returns a list of custom field values from the list of requested fields for the specified ticket.
• GetTicketCustomFieldsList
  Returns a list of all custom field properties and values for the specified ticket.
• GetTicketEventHistory
  Returns the history details of a ticket.
• GetTicketInfo
  Get details about a ticket for the given numeric ticket ID.
• GetTicketInfoByTicketNumber
  Get details about a ticket for the given textual ticket number.
• GetTicketMessageAttachmentInfo
  Returns a list of attachments for a ticket message.
• GetTicketMessageHtml
  Returns the body text for a specific ticket message formatted as HTML.
• GetTicketMessagePlainText
  Returns the body text for a specific ticket message formatted as plain text.
• GetTicketNote
  Returns details about the specified note.
• GetTicketProperties
  Returns a list of requested properties for the ticket specified.
• GetTicketPropertiesList
  Returns a list of all properties for the specified ticket.
• GetTicketRelatedItemInfoArrayResult
  Returns a list of related items Ids (Ticket Ids, Chat Ids, Call Log Ids) for a given ticket.
• GetTicketStatus
  Returns the current status of a specific ticket.
• GetTicketStatusInternal
  Returns the current SmarterTrack status of a specific ticket.
• GetTicketTimeLog
  Gets details about a time log entry.
• GetTicketTimeLogs
  Returns a list of time logs for a ticket.
• GetTicketURL
  Retrieves a URL that can be used to direct users to view a ticket in the portal.
• GetTicketsBySearch
  Returns a list of tickets that match the given search criteria.
• HandOffActiveTickets
  Hands-off all active tickets assigned to the agent authenticated with authUserName.
• HandOffActiveTicketsAsAdmin
  Use admin credentials to Hands-off all active tickets for agent specified with agentUserName.
• PingService
  Pings the web service with the specified credentials to test connectivity.
• RemoveFollowUp
  Removes the follow-up for a ticket.
• SetAgentReceivingStatus
  Set the tickets receiving status for the agent authenticated with authUserName.
• SetAgentReceivingStatusAsAdmin
  Use admin credentials to set the tickets receiving status for the agent specified with agentUsername.
• SetAgentReceivingStatusForAllGroups
  Set the tickets receiving status for all groups the agent authenticated with authUserName belongs to.
• SetAgentReceivingStatusForAllGroupsAsAdmin
  Use admin credentials to set the tickets receiving status for all groups for the agent with the supplied agentUserName.
• SetAttachmentForUseInMessages
  Uploads a file or continues an existing file that was already partially uploaded. Returns the GUID that identifies the upload to use in other calls.
• SetFollowUp
  Marks the ticket as requiring follow-up, and optionally adds a comment to the ticket.
• SetTicketCustomFields
  Sets the values of the specific custom fields for a ticket.
• SetTicketProperties
  Sets the provided property values of the specified ticket
• TransferTicket
  Transfers the specified ticket to the group and agent provided (ticket will be placed in queue if an agent is not specified)
• TransferTicketToInstance
  Transfers the specified ticket to the group and agent provided in another instance of SmarterTrack (ticket will be placed in queue if an agent is not specified).