DemandFlow Support Centre

TICKET: IT Ticket

IT support ticket for incidents, service requests, and problems, with SLA tracking, assignment, and resolution workflow.

Default definition. This article describes the default TICKET definition shipped with DemandFlow. Administrators can add, remove, rename, or re-type fields, change which ones are required, and alter the layout from the Definitions screen in Settings. Your tenant's current schema may differ from what is shown here. To read the current definition at any time, GET the DEFINITION object whose id matches TICKET.

Entity properties

Property	Value
Entity code	`TICKET`
Display name	IT Ticket
Plural	IT Tickets
Level	50200

Use cases

IT support ticket for incidents, service requests, and problems, with SLA tracking, assignment, and resolution workflow.

TICKET is the IT service desk entity linked to ITASSET via comboKeyEntity. It handles three ticket types: Incident (something is broken), Service Request (user needs something), and Problem (recurring root cause). The General panel captures the core ticket data: subject, description, type, priority, status, category, and the affected asset/user. The status workflow follows New → Assigned → In Progress → Pending → Resolved → Closed, with a separate Cancelled state. Priority uses the standard 4-level scale (Critical/High/Medium/Low). The Assignment panel tracks who is working on it (assignedTo, assignedGroup, escalatedTo) with escalation level tracking. The SLA & Timing panel captures key timestamps for SLA measurement: createdDate, firstResponseDate, targetResolutionDate, resolvedDate, closedDate. SLA status and breach flags enable compliance reporting. The Resolution panel captures how the issue was resolved, root cause, and whether it was a known issue. The Related Items panel connects to other tickets (parentTicket for problem-incident linking), change requests, and knowledge base articles. The fields exposed in the ITASSET Tickets related list (name, createdDate, ticketType, priority, subject, status, assignedTo, resolvedDate) are all marked grid:true.

Fields

Ticket Information

Field	Type	Required	Notes
`ref`	text		Ticket ref.. Read only.
`sourceLogId`	text		When this ticket was created from a SIEM log event via the Create Ticket toolbar action, this is the ID of that LOG record. Provides a permanent back-link to the triggering event. Read only.
`sourceAlertId`	text		When this ticket was created from a SIEM alert via the Create Ticket toolbar action, this is the ID of that LOGALERT record. Read only.
`sourceEventTime`	datetime		The timestamp of the originating log event or alert. distinct from the ticket's own created date, which is when the ticket itself was raised. Read only.
`monitoringSource`	enum		Which external monitoring tool raised this incident. Populated automatically by the monitoring-to-ticket integration flows. Valid ids: `1` (PRTG), `2` (Zabbix), `3` (Datadog), `4` (SolarWinds), `99` (Other).
`monitoringAlertId`	text		External alert identifier from the monitoring tool. Used by recovery flows to find the open ticket and auto-resolve it when the monitoring tool sends an OK/recovery event. Read only.
`monitoringUrl`	text		Deep link back to the alert in the monitoring tool. Read only.
`name`	text	Yes	Subject.
`description`	text (multi-line)	Yes	Description.
`ticketType`	enum	Yes	Valid ids: `1` (Incident), `2` (Service Request), `3` (Problem), `4` (Change Request), `5` (New User Request).
`status`	enum	Yes	Valid ids: `1` (New), `2` (Assigned), `3` (In Progress), `4` (Pending), `5` (Resolved), `6` (Closed), `7` (Cancelled).

Classification

Field	Type	Required	Notes
`priority`	enum	Yes	Valid ids: `1` (Critical), `2` (High), `3` (Medium), `4` (Low).
`impact`	enum	Yes	Valid ids: `1` (Organisation-wide), `2` (Department), `3` (Multiple Users), `4` (Single User).
`urgency`	enum		Valid ids: `1` (1 - Critical), `2` (2 - Critical), `3` (3 - High), `4` (4 - High), `6` (6 - Medium), `8` (8 - Medium), `9` (9 - Low), `12` (12 - Low), `16` (16 - Low).
`category`	enum		Valid ids: `1` (Hardware), `2` (Software), `3` (Network), `4` (Access/Permissions), `5` (Email), `6` (Printing), `7` (Security), `8` (Other).

Affected Asset & User

Field	Type	Required	Notes
`asset`	reference → `ITASSET`		Affected Asset.
`ownerId`	reference → user	Yes	Reported By. Read only.
`affectedUser`	reference → user		Affected User.
`department`	reference → `DEPT`		Department.
`location`	text		Location.

Assignment

Field	Type	Notes
`assignedTo`	reference → user	Assigned To.
`assignedGroup`	text	Assigned Group.
`escalatedTo`	reference → user	Escalated To.
`escalationLevel`	enum	Valid ids: `0` (None), `1` (Level 1), `2` (Level 2), `3` (Level 3), `4` (Management).

SLA & Timing

Field	Type	Notes
`sla`	reference → `SLA`	Auto-populated from support agreement or account default SLA Read only.
`created`	datetime	Created Date. Read only.
`firstResponseDate`	datetime	First Response Date.
`targetResponseDate`	datetime	Calculated from SLA policy response target for this priority Read only.
`targetResolutionDate`	datetime	Calculated from SLA policy resolution target for this priority Read only.
`resolvedDate`	datetime	Resolved Date.
`closedDate`	datetime	Closed Date.
`slaStatus`	enum	Auto-calculated from SLA targets and current time Valid ids: `1` (Within SLA), `2` (At Risk), `3` (Breached).

Resolution Details

Field	Type	Notes
`resolutionSummary`	text (multi-line)	Resolution Summary.
`resolutionCode`	enum	Valid ids: `1` (Fixed), `2` (Workaround), `3` (Cannot Reproduce), `4` (User Education), `5` (Configuration Change), `6` (Hardware Replacement), `7` (Software Update), `8` (Duplicate), `9` (No Action Required).
`rootCause`	text (multi-line)	Root Cause.
`knownIssue`	enum	Valid ids: `1` (Yes), `0` (No).

Related Items

Field	Type	Notes
`parentTicket`	reference → `TICKET`	Link incident to problem ticket
`serviceCatalogItem`	reference → `SVCCAT`	Service Catalog Item.
`service`	reference → `ITSVC`	Affected Service.
`problem`	reference → `ITPROBLEM`	Problem.
`changeRequest`	reference → `ITCHANGE`	Change Request.
`supportAgreement`	reference → `SUPAGREEMENT`	Support Agreement.
`knowledgeArticle`	reference → `KBARTICLE`	Knowledge Article.
`configItem`	reference → `CMDB`	Configuration Item.
`satisfactionRating`	enum	Valid ids: `5` (Very Satisfied), `4` (Satisfied), `3` (Neutral), `2` (Dissatisfied), `1` (Very Dissatisfied).
`feedbackNotes`	text (multi-line)	Feedback Notes.

Attachments and additional panels

Activity timeline panel attached.

Relationships

Lookups: asset points at a ITASSET record; department points at a DEPT record; sla points at a SLA record; parentTicket points at a TICKET record; serviceCatalogItem points at a SVCCAT record; service points at a ITSVC record; problem points at a ITPROBLEM record; changeRequest points at a ITCHANGE record; supportAgreement points at a SUPAGREEMENT record; knowledgeArticle points at a KBARTICLE record; configItem points at a CMDB record.
Related lists: TICKETTIME via comboKeyEntity.

Creating a IT Ticket via the API

POST /v1/objects
Authorization: Bearer <your-pat>
Content-Type: application/json

{
  "entity":   "TICKET",
  "level":    50200,
  "comboKey": "SUB:<your-sub-id>|ENT:",
  "name": "Example name",
  "description": "Example text",
  "ticketType": 1,
  "status": 1
}

Listing IT Tickets

GET /v1/entities/TICKET/SUB

DemandFlow Support Centre

TICKET: IT Ticket

TICKET: IT Ticket

Entity properties

Use cases

Fields

Attachments and additional panels

Relationships

Creating a IT Ticket via the API

Listing IT Tickets

See also

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