Overview
Error Handling

Methods

API Documentation (API Version v1)

Support/Ticket/

DESCRIPTION

API methods for creating and fetching support tickets.

addFeedback

URL:

https://api.stormondemand.com/v1/Support/Ticket/addFeedback

Description:

Adds or replaces customer feedback for a solved or closed helpdesk ticket.

Parameters:

ParameterTypeNotes
commentsA string permitting tabs, carriage returns and newlines* Required
futureA string permitting tabs, carriage returns and newlines
idA non-negative integer value (i.e. 0 and up).* Required
ratingEither: a positive integer value (i.e. 1 and up).; or the score of a ticket rating: good bad offered unoffered* Required
secidA random string of (typically 10) alphanumerics, to authorize helpdesk tickets* Required if:
  • accnt is not given
sourceOne of: 'helpdesk', 'zendesk'* Optional
  • Defaults to: helpdesk

Returns:

FieldType
feedbackA boolean value (0 or 1).

Possible Errors:

Refer to the Error Handling documentation for the list of exception types

addTransactionFeedback

URL:

https://api.stormondemand.com/v1/Support/Ticket/addTransactionFeedback

Description:

Adds customer feedback for a specific ticket transaction. The transaction is specified by the time key, which is the time of the transaction to which feedback is being added. Rating is typically "good" or "poor".

Parameters:

ParameterTypeNotes
attributesAn array of a single word, consisting of only letters and digits.
commentA string permitting tabs, carriage returns and newlines
ratingA single word, consisting of only letters and digits.* Required
secidA random string of (typically 10) alphanumerics, to authorize helpdesk tickets* Required if:
  • accnt is not given
ticket_idA non-negative integer value (i.e. 0 and up).* Required
timeA valid date and time in YYYY-MM-DD HH:MM:SS format, or a DateTime object.* Required

Returns:

FieldTypeNotes
bodyA string permitting tabs, carriage returns and newlines
email_addressEither: a single word, consisting of only letters and digits.; or a valid email address.
feedbackAn associative array containing the values:* Optional
 
attributesAn array of a single word, consisting of only letters and digits.
close_dateA valid date and time in YYYY-MM-DD HH:MM:SS format.* Optional
commentA string permitting tabs, carriage returns and newlines
create_dateA valid date and time in YYYY-MM-DD HH:MM:SS format.
idA positive integer value (i.e. 1 and up).
memoAn associative array of arbitrary keys and values.* Optional
ratingA single word, consisting of only letters and digits.
statusA single word, consisting of only letters and digits.
ticketidA positive integer value (i.e. 1 and up).
ttimeA valid date and time in YYYY-MM-DD HH:MM:SS format.
full_addressA string of text, containing no newlines or other control characters.
old_ticket_idA positive integer value (i.e. 1 and up).* Optional
remote_ipAn IPv4 IP address, in quad-dotted decimal notation (i.e. 127.0.0.1)* Optional
reply_bodyA string permitting tabs, carriage returns and newlines
subjectA string of text, containing no newlines or other control characters.* Optional
ticket_idA positive integer value (i.e. 1 and up).
timeA valid date and time in YYYY-MM-DD HH:MM:SS format.
trans_idA positive integer value (i.e. 1 and up).
truncatedA boolean value (0 or 1).
typeA transaction type, one of: customer, response, system, admin

Possible Errors:

Refer to the Error Handling documentation for the list of exception types

authenticate

URL:

https://api.stormondemand.com/v1/Support/Ticket/authenticate

Description:

Links a ticket to a given account, setting appropriate attributes and adding a transaction authentication message to the ticket.

Parameters:

ParameterTypeNotes
idA non-negative integer value (i.e. 0 and up).* Required
passcodeA six digit TFA passcode
passwordA password of at least 6 characters and up to 30 characters in length, may contain spaces* Required if:
  • accnt is not given
secidA random string of (typically 10) alphanumerics, to authorize helpdesk tickets* Required
usernameA username consisting of an initial letter or decimal digit followed by up to 19 additional characters (letters, numbers, hyphens, periods and underscores).* Required if:
  • accnt is not given

Returns:

FieldType
accntA valid account number, up to 6 digits in length.
authenticatedA boolean value (0 or 1).

Possible Errors:

Refer to the Error Handling documentation for the list of exception types

close

URL:

https://api.stormondemand.com/v1/Support/Ticket/close

Description:

Closes a ticket

Parameters:

ParameterTypeNotes
idA non-negative integer value (i.e. 0 and up).* Required
secidA random string of (typically 10) alphanumerics, to authorize helpdesk tickets* Required if:
  • accnt is not given
sourceOne of: 'helpdesk', 'zendesk'* Optional
  • Defaults to: helpdesk

Returns:

FieldType
closedA boolean value (0 or 1).

Possible Errors:

Refer to the Error Handling documentation for the list of exception types

create

URL:

https://api.stormondemand.com/v1/Support/Ticket/create

Description:

Makes a new ticket in the given account.

Parameters:

ParameterTypeNotes
bodyA string permitting tabs, carriage returns and newlines* Required
emailA valid email address.
subjectA string permitting tabs, carriage returns and newlines* Required
typeA single word, consisting of only letters and digits.* Required

Returns:

FieldType
accntA valid account number, up to 6 digits in length.
bodyA string permitting tabs, carriage returns and newlines
emailA valid email address.
idA positive integer value (i.e. 1 and up).
secidA random string of (typically 10) alphanumerics, to authorize helpdesk tickets
subjectA string permitting tabs, carriage returns and newlines
typeA ticket type, which is a lowercase word.

Possible Errors:

Refer to the Error Handling documentation for the list of exception types

details

URL:

https://api.stormondemand.com/v1/Support/Ticket/details

Description:

Returns details for a specific ticket id.

Parameters:

ParameterTypeNotes
idA positive integer value (i.e. 1 and up).* Required
secidA random string of (typically 10) alphanumerics, to authorize helpdesk tickets* Required if:
  • accnt is not given

Returns:

FieldTypeNotes
accountA valid account number, up to 6 digits in length.* Optional
authenticatedA boolean value (0 or 1).
brandA single word, consisting of only letters and digits.* Optional
closedateA valid date and time in YYYY-MM-DD HH:MM:SS format.* Optional
domainA fully-qualified domain name (i.e. liquidweb.com, www.liquidweb.com, etc)* Optional
emailA valid email address.
emergencyA boolean value (0 or 1).
feedbackAn associative array of arbitrary keys and values.* Optional
handlerA Liquid Web employee's email address
haswarnedA boolean value (0 or 1).
idA positive integer value (i.e. 1 and up).
lastresponseA valid date and time in YYYY-MM-DD HH:MM:SS format.
openedA valid date and time in YYYY-MM-DD HH:MM:SS format.
secidA random string of (typically 10) alphanumerics, to authorize helpdesk tickets
statusEither: a ticket status, one of: open, closed, merged; or a Zendesk ticket status: new open pending hold solved closed
subjectA string without control chars, but possibly newline terminated
transactionsAn array of associative arrays containing
 
bodyA string permitting tabs, carriage returns and newlines
email_addressEither: a single word, consisting of only letters and digits.; or a valid email address.
feedbackAn associative array containing the values:* Optional
 
attributesAn array of a single word, consisting of only letters and digits.
close_dateA valid date and time in YYYY-MM-DD HH:MM:SS format.* Optional
commentA string permitting tabs, carriage returns and newlines
create_dateA valid date and time in YYYY-MM-DD HH:MM:SS format.
memoAn associative array of arbitrary keys and values.* Optional
ratingA single word, consisting of only letters and digits.
statusA single word, consisting of only letters and digits.
full_addressA string of text, containing no newlines or other control characters.
idA positive integer value (i.e. 1 and up).
remote_ipAn IPv4 IP address, in quad-dotted decimal notation (i.e. 127.0.0.1)* Optional
reply_bodyA string permitting tabs, carriage returns and newlines
subjectA string of text, containing no newlines or other control characters.* Optional
ticket_idA positive integer value (i.e. 1 and up).
timeA valid date and time in YYYY-MM-DD HH:MM:SS format.
truncatedA boolean value (0 or 1).
typeA transaction type, one of: customer, response, system, admin
typeA ticket type, which is a lowercase word.

Possible Errors:

Refer to the Error Handling documentation for the list of exception types

list

URL:

https://api.stormondemand.com/v1/Support/Ticket/list

Description:

Returns a list of the tickets in a given account, for a given ticket status. If no 'status' is passed in, only 'open' tickets are returned.

Default pagination is 10 per page, this can be specified to a maximum of 100 per page.

Valid Status options are:

1. open - tickets that are still unresolved 2. recent - tickets that were recently created, whether they are resolved or not 3. closed - tickets that are resolved, regardless of age 4. archived - really old tickets that have been archived, for reference only (cannot be reopened)

Parameters:

ParameterTypeNotes
page_numA positive integer value (i.e. 1 and up).* Optional
  • Defaults to: 1
page_sizeA positive integer value (i.e. 1 and up).* Optional
  • Defaults to: 25
statusA single word, consisting of only letters and digits.

Returns:

FieldType
item_countA non-negative integer value (i.e. 0 and up).
item_totalA non-negative integer value (i.e. 0 and up).
itemsAn array of associative arrays containing
 
accntA valid account number, up to 6 digits in length.
closedA valid date and time in YYYY-MM-DD HH:MM:SS format.* Optional
emailA valid email address.
handlerA Liquid Web employee's email address
idA positive integer value (i.e. 1 and up).
last_respondedA valid date and time in YYYY-MM-DD HH:MM:SS format.
receivedA valid date and time in YYYY-MM-DD HH:MM:SS format.
statusEither: a ticket status, one of: open, closed, merged; or a Zendesk ticket status: new open pending hold solved closed
subjectA string without control chars, but possibly newline terminated
typeA ticket type, which is a lowercase word.
page_numA positive integer value (i.e. 1 and up).
page_sizeA positive integer value (i.e. 1 and up).
page_totalA positive integer value (i.e. 1 and up).

Possible Errors:

Refer to the Error Handling documentation for the list of exception types

reopen

URL:

https://api.stormondemand.com/v1/Support/Ticket/reopen

Description:

Reopens a closed ticket.

Parameters:

ParameterTypeNotes
idA non-negative integer value (i.e. 0 and up).* Required
secidA random string of (typically 10) alphanumerics, to authorize helpdesk tickets* Required if:
  • accnt is not given
sourceOne of: 'helpdesk', 'zendesk'* Optional
  • Defaults to: helpdesk

Returns:

FieldType
reopenedA boolean value (0 or 1).

Possible Errors:

Refer to the Error Handling documentation for the list of exception types

reply

URL:

https://api.stormondemand.com/v1/Support/Ticket/reply

Description:

Adds a customer transaction to the ticket.

If not given, subject defaults to the ticket subject.

Parameters:

ParameterTypeNotes
bodyA string permitting tabs, carriage returns and newlines* Required
fromA valid email address.* Required
idA non-negative integer value (i.e. 0 and up).* Required
secidA random string of (typically 10) alphanumerics, to authorize helpdesk tickets* Required if:
  • accnt is not given
subjectA string permitting tabs, carriage returns and newlines
wrapA boolean value (0 or 1).

Returns:

FieldType
replyA boolean value (0 or 1).

Possible Errors:

Refer to the Error Handling documentation for the list of exception types

types

URL:

https://api.stormondemand.com/v1/Support/Ticket/types

Description:

Returns the list of valid ticket types.

Parameters:

No Values Defined

Returns:

FieldType
typesAn array of a ticket type, which is a lowercase word.

Possible Errors:

Refer to the Error Handling documentation for the list of exception types