BLblackkitetech
Ticket

Get the details of a ticket.

Get the details of a ticket attributed to a finding.

get/api/v2/companies/{id}/tickets/{ticketId}

Request

Path parameters

idinteger required

The id of the company that this ticket relates to.

ticketIdinteger required

The id of the ticket requested.

Response

Success

TicketIdnumber

The unique identifier of the ticket.

TicketType'Finding' | 'Tag'

The type of the ticket. Tickets can be created based on either a 'Finding' or a 'Tag'. Each ticket can only have one type, determining its related object and context within the system.

  • Finding: Indicates that the ticket is associated with a specific finding. When the TicketType is 'Finding', the 'Finding' object will be populated and the 'Tag' object will be null.
  • Tag: Indicates that the ticket is associated with a tag. When the TicketType is 'Tag', the 'Tag' object will be populated and the 'Finding' object will be null.
AssigneeType'Internal' | 'External'

The assignee type of the ticket. Indicates whether the ticket is assigned within the organization or to a vendor.

  • Internal: The ticket is assigned to users within the organization.
  • External: The ticket is assigned to a related vendor.
Status'Unassigned' | 'Assigned' | 'In Progress' | 'Closed–Acknowledged' | 'Closed–Remediated' | 'Closed–False Positive' | 'On Hold' | 'Recheck' | 'Deleted'

The status of this ticket. A ticket is automatically in “Assigned” status when a user with admin rights assigns it to another user. Depending on the user type, tickets can have different statuses: In Progress, On Hold and Recheck.

  • Unassigned: No owner has been set; the ticket is pending assignment.
  • In progress: Means the user takes responsibility of the associated finding and in the remediation process.
  • On hold: Means the user is waiting for another action to be completed before s/he takes action with regards to the finding.
  • Recheck: Means the user has completed her/his progress about the finding and waits for the user who assigns the ticket (or follow-up user with admin rights) to close it. An admin user can set a ticket in seven different statuses, In Progress, On Hold, Recheck, Closed-Acknowledged, Closed-Remediated, Closed-False Positive, and Deleted.
  • Closed-Acknowledged: The definition is very similar to risk acceptance. This means no or limited action can be taken with regards to the finding. There is no way but to accept the risk of the finding. This could be due to an out-of-date system soon to be retired.
  • Closed–Remediated: The action right after the Recheck status. If a company user sets the ticket in Recheck status, it is then passed to the admin user for him/her to close the issue. Closed status means the issue is fixed.
  • Closed-False Positive: Indicates a reported issue was a false alarm upon investigation. No action needed, as it poses no genuine risk.
  • Deleted: As the name suggests, this deletes the ticket (not the finding). It does not necessarily mean the issue is fixed or risk is accepted.
DeliveryState'InvitationSent' | 'InvitationExpired' | 'InvitationFailed' | 'InvitationWaiting' nullable

The delivery state of this ticket invitation. Only populated when the ticket is Unassigned.

Ownersstring[]

A ticket may have one or more owners.

FollowUpUsersstring[]

A ticket may have one or more follow up users.

OpenDatestring date-time

The date of this ticket is opened.

AssignDatestring date-time nullable

The date of this ticket is assigned.

ClosedDatestring date-time nullable

The date of this ticket is closed.

UpdatedDatestring date-time nullable

The date of this ticket is updated.

UpdatedBystring

The user or system that last updated the ticket. This can be an email address, or SYSTEM for automated updates.

CreatorEmailstring email

The email address of the user who created the ticket.

CreatorTenantstring nullable

The name of the tenant (customer organization) that created the ticket.

Example response

{
  "TicketType": "Finding",
  "AssigneeType": "Internal",
  "Finding": {
    "Id": 2590965999,
    "Module": "Email Security",
    "Severity": "Medium"
  },
  "Tag": {
    "Name": "Ransomware"
  },
  "Status": "Assigned",
  "DeliveryState": "InvitationSent",
  "Owners": [
    "john.doe@acmeinc.com"
  ],
  "FollowUpUsers": [
    "john.doe@acmeinc.com"
  ],
  "OpenDate": "2021-08-09T08:30:30.682Z",
  "AssignDate": "2021-08-09T08:30:30.682Z",
  "ClosedDate": "2021-08-09T08:30:30.682Z",
  "UpdatedDate": "2021-08-09T08:30:30.682Z",
  "UpdatedBy": "SYSTEM",
  "CreatorEmail": "user@example.com",
  "CreatorTenant": "Acme Corporation",
  "History": [
    {
      "Type": "New Ticket",
      "Description": "Ticket is created and assigned to john.doe@acmeinc.com",
      "HistoryDate": "2021-08-09T08:30:30.682Z",
      "Owner": "john.doe@acmeinc.com"
    }
  ]
}

Changes

No recorded changes to this operation across all 8 revisions of this API.