Reports

DESC REQUIRED

Read All Reports

URL <base_uri> / <response_format> /reports/
HTTP Method GET
Response Data List of Reports

Data Structure

JSON

                    
    {
        "last_index": 15,
        "rows": [
            {
                "description": "All tickets that are created in the last week",
                "name": "Tickets created in last one week",
                "id": 3
            },
            {
                "description": "SLA Test",
                "name": "SLA Performance",
                "id": 5
            },
            {
                "description": "Report on widget crashes",
                "name": "Widget Crashes",
                "id": 4
            },
            {
                "description": "Reports all the unassigned tickets in your help desk in Pending State",
                "name": "Unassigned  Tickets ",
                "id": 7
            },
            {
                "description": "",
                "name": "Report 2",
                "id": 18
            },
            {
                "description": "Tickets Escalated To L2",
                "name": "Tickets Escalated To L2",
                "id": 10
            },
            {
                "description": "LOW",
                "name": "LOW",
                "id": 11
            }
        ],
        "page_count": 2,
        "start_index": 1,
        "end_index": 10
    }
                    
                

Read One Report

URL <base_uri> / <response_format> /report/<id>/
HTTP Method GET
Response Data Report

Data Structure

JSON

                    
    {
        "ticket_count": 47,
        "completed_count": 0,
        "assigned_count": 25,
        "pending_count": 47,
        "unassigned_count": 22
    }
                    
                

Report - Tabular View

URL <base_uri> / <response_format> /report/<id>/tabulardata/
HTTP Method GET
Response Data List of tickets

Data Structure

JSON

                    
    {
        "rows": [
            {
                "display_id": "#tc100002899",
                "due_date": "12 May 2015",
                "status_id": 13,
                "status_name": "Follow Up",
                "assignee": "John k",
                "id": 2899,
                "subject": "Test ticket"
            },
            {
                "display_id": "#tc100002911",
                "due_date": "15 May 2015",
                "status_id": 10,
                "status_name": "Discuss",
                "assignee": "John Doé",
                "id": 2911,
                "subject": "Notification crash"
            },
            {
                "display_id": "#PI00002878",
                "due_date": "-",
                "status_id": 3,
                "status_name": "On Hold",
                "assignee": "Jennifer Presley",
                "id": 2878,
                "subject": "How do we pull data from High Rise"
            },
        ],
        "sort_key": "duedate",
        "page_count": 3,
        "end_index": 3,
        "sort_order": "a",
        "last_index": 97,
        "start_index": 1
    }
                    
                

Report - Response Stats View

URL <base_uri> / <response_format> /report/<id>/responsestats/
HTTP Method GET
Response Data ticket response statistics

Data Structure

JSON

                    
    [
        {
            "avg": 241,
            "unit": "Responses",
            "average_first_response_time": [
                "14.29% responded after 24 hours",
                "0.0% responded within 24 hours",
                "85.71% responded within first 2 hours"
            ]
        },
        {
            "avg": 241,
            "unit": "Responses",
            "average_response_time": [
                "14.29% responded after 24 hours",
                "0.0% responded within 24 hours",
                "85.71% responded within first 2 hours"
            ]
        },
        {
            "avg": 2,
            "unit": "Responses",
            "average_no_of_replies": [
                "33.33% responded after 24 hours",
                "13.33% responded within 24 hours",
                "53.33% responded within first 2 hours"
            ]
        },
        {
            "average_no_of_response_to_completed_state": [
                "0% responded after 24 hours",
                "0% responded within 24 hours",
                "0% responded within first 2 hours"
            ],
            "avg": 0,
            "unit": "Responses"
        }
    ]
                    
                

Report - Staff Performance View

URL <base_uri> / <response_format> /report/<id>/staffperformance/
HTTP Method GET
Response Data Staff performance with respect to the tickets in the report

Data Structure

JSON

                    
    {
        "last_index": 7,
        "staff_performance": [
            {
                "average_time_spent": 0,
                "staff_id": 7,
                "name": "John Doe",
                "average_no_of_responses": 0,
                "average_time_to_ticket_complete": 0,
                "average_first_response_time": 0,
                "average_response_time": 0,
                "average_no_of_responses_for_completion": 0
            },
            {
                "average_time_spent": 0,
                "staff_id": 3,
                "name": "James Taylor",
                "average_no_of_responses": 0,
                "average_time_to_ticket_complete": 0,
                "average_first_response_time": 0,
                "average_response_time": 0,
                "average_no_of_responses_for_completion": 0
            },
            {
                "average_time_spent": 0,
                "staff_id": 5,
                "name": "Jennifer Presley",
                "average_no_of_responses": 0,
                "average_time_to_ticket_complete": 0,
                "average_first_response_time": 0,
                "average_response_time": 0,
                "average_no_of_responses_for_completion": 0
            }
        ],
        "sort_key": "name",
        "page_count": 1,
        "end_index": 7,
        "sort_order": "a",
        "start_index": 1
    }
                    
                

Report - Staff Activity View

URL <base_uri> / <response_format> /report/<id>/staffactivity/
HTTP Method GET
Response Data Staff activity on tickets in the report

Data Structure

JSON

                    
    {
        "staff_activity": [
            {
                "assigned": 0,
                "staff_id": 7,
                "name": "Deepak B",
                "private_notes": 0,
                "no_of_replies": 0,
                "completed": 0,
                "time_spent": 0,
                "participated": 0,
                "pending": 0
            },
            {
                "assigned": 1,
                "staff_id": 3,
                "name": "James Taylor",
                "private_notes": 0,
                "no_of_replies": 0,
                "completed": 0,
                "time_spent": 0,
                "participated": 0,
                "pending": 1
            },
            {
                "assigned": 17,
                "staff_id": 5,
                "name": "Jennifer Presley",
                "private_notes": 0,
                "no_of_replies": 0,
                "completed": 0,
                "time_spent": 0,
                "participated": 0,
                "pending": 17
            },
            {
                "assigned": 6,
                "staff_id": 1,
                "name": "John Doé",
                "private_notes": 1,
                "no_of_replies": 12,
                "completed": 0,
                "time_spent": 52,
                "participated": 4,
                "pending": 6
            }
        ],
        "last_index": 4,
        "sort_key": "name",
        "page_count": 1,
        "end_index": 4,
        "sort_order": "a",
        "start_index": 1
    }
                    
                

Report - Customer Activity View

URL <base_uri> / <response_format> /report/<id>/customeractivity/
HTTP Method GET
Response Data Customer activity on tickets in the report

Data Structure

JSON

                    
    {
        "last_index": 17,
        "customer_activity": [
            {
                "no_of_tickets": 25,
                "pending_tickets": 25,
                "name": "John",
                "no_of_replies": 0,
                "contact_id": 205,
                "time_spent": 0,
                "completed_tickets": 0,
                "email": "john@example.com"
            },
            {
                "no_of_tickets": 2,
                "pending_tickets": 2,
                "name": "James",
                "no_of_replies": 0,
                "contact_id": 756,
                "time_spent": 0,
                "completed_tickets": 0,
                "email": "james@example.com"
            },
            {
                "no_of_tickets": 7,
                "pending_tickets": 7,
                "name": "Bryan Norman",
                "no_of_replies": 0,
                "contact_id": 725,
                "time_spent": 1,
                "completed_tickets": 0,
                "email": "bryan@example.com"
            }
        ],
        "sort_key": "name",
        "page_count": 2,
        "end_index": 3,
        "sort_order": "a",
        "start_index": 1
    }
                    
                

Report - SLA Performance

URL <base_uri> / <response_format> /report/<id>/slaentries/
HTTP Method GET
Response Data SLA related information on tickets in the report

Data Structure

JSON

                    
    [
        {
            "target": 100,
            "ticketsChecked": 95,
            "ticketsBreached": 93,
            "name": "SLA - Critical Tickets",
            "achieved": 2.11
        }
    ]