Tickets

class Priority(...)

delete()

Delete the resource. Requires the respective permission.

last_request_age_s()

Returns:: time in seconds since the last request
Return type:: float | None

reload(expand=False)

Update the object properties by requesting the current data from the server.

Parameters:: expand – if True the properties will contain additional information.

Note

if EXPANDED_ATTRIBUTES contains '*' expand will always be True

update(**kwargs)

Update the resource properties.

Parameters:: kwargs – values to be updated (depending on the resource)
Returns:: a new instance of the updated resource
Return type:: same as object

view()

returns a mapping view of the objects internal properties as returned by the REST API.

EXPANDED_ATTRIBUTES = ('created_by', 'updated_by')

active

created_at: datetime

created_by: User

id

name

note

parent

ui_color: str | None

ui_icon: str | None

updated_at: datetime

updated_by: User

url: the API endpoint URL

class Priorities(...)

create(name, **kwargs)

Create a new priority.

Parameters:

name (str) – priority identifier name
kwargs – additional priority properties

Returns:

the newly created object

Return type:

Priority

iter(*args, **params)

Iterate through all objects.

With params you can also override the pagination defaults set in Client.pagination

The returned iterable can be used in for loops or fill a Python container like list or tuple.

items = tuple(resource.iter(...))

for item in resource.iter(page=5, page_size=20, expand=True):
    print(item)

Parameters:

args – additional endpoint arguments
params – additional pagination options like page, page_size, extend

DEFAULT_CACHE_SIZE = -1

controls the LRU cache behaviour

LRU disabled, cache unbounded (-1)

disable caching (0)

limited LRU caching (>0)

cache: resource LRU cache

property client: Client

endpoint: str

url

class State(...)

delete()

Delete the resource. Requires the respective permission.

last_request_age_s()

Returns:: time in seconds since the last request
Return type:: float | None

reload(expand=False)

Update the object properties by requesting the current data from the server.

Parameters:

expand –

if True the properties will contain additional information.

Note

if EXPANDED_ATTRIBUTES contains '*' expand will always be True

update(**kwargs)

Update the resource properties.

Parameters:: kwargs – values to be updated (depending on the resource)
Returns:: a new instance of the updated resource
Return type:: same as object

view()

returns a mapping view of the objects internal properties as returned by the REST API.

EXPANDED_ATTRIBUTES = ('created_by', 'state_type', 'updated_by')

active

created_at: datetime

created_by: User

default_create: bool

default_follow_up: bool

id

ignore_escalation: bool

name

property next_state: State | None

note

parent: States

state_type: str

updated_at: datetime

updated_by: User

url: the API endpoint URL

class States(...)

create(name, state_type_id, **kwargs)

Create a new state.

Parameters:

name (str) – state name
state_type_id (int) – the states type id
kwargs – additional resource properties

Returns:

the newly created object

Return type:

State

iter(*args, **params)

Iterate through all objects.

With params you can also override the pagination defaults set in Client.pagination

The returned iterable can be used in for loops or fill a Python container like list or tuple.

items = tuple(resource.iter(...))

for item in resource.iter(page=5, page_size=20, expand=True):
    print(item)

Parameters:

args – additional endpoint arguments
params – additional pagination options like page, page_size, extend

DEFAULT_CACHE_SIZE = -1

controls the LRU cache behaviour

LRU disabled, cache unbounded (-1)

disable caching (0)

limited LRU caching (>0)

cache: resource LRU cache

property client: Client

endpoint: str

url

class Ticket(...)

add_tags(*names)

link given tags with ticket, if the tag is already linked with the ticket it will be ignored

Parameters:: names (str) – tag names

create_article(body, *, typ='note', internal=True, files=None, **kwargs)

Create a new article for the ticket.

Parameters:

body (str) – article body text
typ (str) – article type
internal (bool) – article visibility
files (OptionalFiles) – attachment files
kwargs – additional article properties

Returns:

the newly created article

Return type:

Article

create_time_accounting(time_unit, **kwargs)

Add accounted time to ticket.

Parameters:

time_unit (str | float) – accounted time units
kwargs – type(str | TimeAccountingType)

Return type:

TimeAccounting

delete()

Delete the resource. Requires the respective permission.

history()

Note

this method uses an undocumented API endpoint

Returns:: the ticket’s history
Return type:: List[StringKeyMapping]

last_request_age_s()

Returns:: time in seconds since the last request
Return type:: float | None

link_with(target, link_type='normal')

link the ticket with another one, if the link already exists it will be ignored

Parameters:

target (Ticket | int) – the target ticket or its id
link_type (Literal['normal', 'parent', 'child']) – specifies the relationship type

links()

returns all linked tickets grouped by link type

To loop over all linked tickets at once use itertools.chain():

for linked_ticked in itertools.chain(*ticket.links().values()):
    print(linked_ticket)

Returns:: {"normal": [Ticket, ...], "parent": [...], "child": [...]}
Return type:: Dict[str, List[Ticket]]

merge_into(target)

merges the ticket into another

Note

this method uses an undocumented API endpoint

Parameters:: target (Ticket | int) – the target ticket or its id
Returns:: the merged ticket object
Return type:: Ticket

reload(expand=False)

Update the object properties by requesting the current data from the server.

Parameters:

expand –

if True the properties will contain additional information.

Note

if EXPANDED_ATTRIBUTES contains '*' expand will always be True

remove_tags(*names)

remove given tags from ticket, if the tag is not linked with the ticket it will be ignored

Parameters:: names (str) – tag names

tags()

Returns:

all tags that are related to the ticket as sent by

/tags?object=Ticket&o_id={ticket id}

Return type:

List[str]

time_accountings()

Returns:: all time accounting objects for the ticket.
Return type:: List[TimeAccounting]

unlink_from(target, link_type=None)

remove the link to another ticket, if the link does not exist it will be ignored

Parameters:

target (Ticket | int) – the target ticket or its id
link_type (Literal['normal', 'parent', 'child'] | None) – specifies the relationship type, if omitted the ticket_id will be looked up for every link_type

update(**kwargs)

Update the ticket properties.

Parameters:: kwargs – additional values to be updated
Returns:: a new instance of the updated ticket
Return type:: Ticket

view()

returns a mapping view of the objects internal properties as returned by the REST API.

EXPANDED_ATTRIBUTES = ('article_ids', 'create_article_sender', 'create_article_type', 'created_by', 'customer', 'group', 'organization', 'owner', 'priority', 'state', 'ticket_time_accounting', 'ticket_time_accounting_ids', 'updated_by')

article_count: int | None

property articles: List[Article]: all articles related to the ticket as sent by /ticket_articles/by_ticket/{ticket id}

close_at: datetime | None

close_escalation_at: datetime | None

create_article_sender: str

create_article_type: str

created_at: datetime

created_by: User

customer: User

escalation_at: datetime | None

first_response_at: datetime | None

first_response_escalation_at: datetime | None

property group: Group

id

last_contact_agent_at: datetime | None

last_contact_at: datetime | None

last_contact_customer_at: datetime | None

last_owner_update_at: datetime | None

note: str | None

number: str

property organization: Organization | None

owner: User: Note

unassigned tickets will be represented by User with id=1

parent: Tickets

property priority: Priority

property state: State

time_unit: str | None

title: str

update_escalation_at: datetime | None

updated_at: datetime

updated_by: User

url: the API endpoint URL

property weburl: str: URL of the ticket in the webclient

class Tickets(...)

create(title, group, customer, article, **kwargs)

Create a new ticket.

Parameters:

title (str) – ticket title
group (str | int) – group name or id
customer (str | int) – customer email or id, you can also use guess:<email>
article (str | StringKeyMapping) – the text body of the first ticket article or the article mapping
kwargs – additional ticket properties

Returns:

An instance of the created ticket.

Return type:

Ticket

iter(*args, **params)

Iterate through all objects.

With params you can also override the pagination defaults set in Client.pagination

The returned iterable can be used in for loops or fill a Python container like list or tuple.

items = tuple(resource.iter(...))

for item in resource.iter(page=5, page_size=20, expand=True):
    print(item)

Parameters:

args – additional endpoint arguments
params – additional pagination options like page, page_size, extend

search(query, *, sort_by=None, order_by=None, **params)

Search for objects with query syntax.

The returned iterable can be used in for loops or fill a Python container like list or tuple.

items = tuple(resource.search(...))

for item in resource.search(...):
    print(item)

Parameters:

query (str) – query string
sort_by (str | None) – sort by a specific property (e.g. ‘name’ or ‘created_at’)
order_by (Literal['asc', 'desc', None]) – sort direction
params – additional pagination options like page, page_size, extend

DEFAULT_CACHE_SIZE = 100

controls the LRU cache behaviour

LRU disabled, cache unbounded (-1)

disable caching (0)

limited LRU caching (>0)

cache: resource LRU cache

property client: Client

endpoint: str

url

class Tags(...)

This class manages the /tags, /tag_list and /tag_search endpoint.

add_to_ticket(tid, *names)

add one or more tags to the specified ticket, if the tag is already linked with the ticket it is ignored

Parameters:

tid (int) – the ticket id
names (str) – tag names

by_ticket(tid)

all tags that are associated with a ticket

Parameters:: tid (int) – the ticket id
Returns:: ticket tags
Return type:: List[str]

create(name)

creates a new tag (admin only), if name already exists, it is ignored

delete(name)

deletes an existing tag (admin only)

Parameters:: name (str) – tag name
Raises:: KeyError if not found

reload()

reloads the tag cache

remove_from_ticket(tid, *names)

remove one or more tags from the specified ticket, if the tag is not linked with the ticket it is ignored

Parameters:

tid (int) – the ticket id
names (str) – tag names

rename(name, new_name)

rename an existing tag (admin only)

if the new name already exists, the current name will be deleted

Parameters:

name (str) – the current name
new_name (str) – new name

Raises:

KeyError if not found

search(term)

find matching tags

Parameters:: term (str) – search term
Returns:: search results
Return type:: List[str]