RT 5.0.3 Documentation
RT::REST2
- NAME
- USAGE
- Tutorial
- Endpoints
- Tickets
- Ticket Examples
- Ticket Fields
- Transactions
- Transactions Examples
- Attachments and Messages
- Image and Binary Object Custom Field Values
- Queues
- Assets
- Assets Examples
- Assets Examples
- Catalogs
- Articles
- Classes
- Users
- Groups
- User Memberships
- Group Members
- Custom Fields
- Custom Field Values
- Custom Roles
- Saved Searches
- Miscellaneous
- JSON searches
- Example of plural resources (collections)
- Object Custom Field Values
- Paging
- Disabled items
- Fields
- Authentication Methods
- Conditional requests (If-Modified-Since, If-Match)
- Status codes
NAME
RT::REST2 - RT REST API v. 2.0 under /REST/2.0/
USAGE
Tutorial
To make it easier to authenticate to REST2, we recommend also using RT::Authen::Token. Visit "Logged in as ___" -> Settings -> Auth Tokens. Create an Auth Token, give it any description (such as "REST2 with curl"). Make note of the authentication token it provides to you.
For other authentication options see the section "Authentication Methods" below.
Authentication
Run the following in a terminal, filling in XX_TOKEN_XX from the auth token above and XX_RT_URL_XX with the URL for your RT instance.
curl -H 'Authorization: token XX_TOKEN_XX' 'XX_RT_URL_XX/REST/2.0/queues/all'
This does an authenticated request (using the Authorization
HTTP header with type token
) for all of the queues you can see. You should see a response, typical of search results, like this:
{
"total" : 1,
"count" : 1,
"page" : 1,
"pages" : 1,
"per_page" : 20,
"items" : [
{
"type" : "queue",
"id" : "1",
"_url" : "XX_RT_URL_XX/REST/2.0/queue/1"
}
]
}
This format is JSON, which is a format for which many programming languages provide libraries for parsing and generating.
(If you instead see a response like {"message":"Unauthorized"}
that indicates RT couldn't process your authentication token successfully; make sure the word "token" appears between "Authorization:" and the auth token that RT provided to you)
Following Links
You can request one of the provided _url
s to get more information about that queue.
curl -H 'Authorization: token XX_TOKEN_XX' 'XX_QUEUE_URL_XX'
This will give a lot of information, like so:
{
"id" : 1,
"Name" : "General",
"Description" : "The default queue",
"Lifecycle" : "default",
...
"CustomFields" : {},
"_hyperlinks" : [
{
"id" : "1",
"ref" : "self",
"type" : "queue",
"_url" : "XX_RT_URL_XX/REST/2.0/queue/1"
},
{
"ref" : "history",
"_url" : "XX_RT_URL_XX/REST/2.0/queue/1/history"
},
{
"ref" : "create",
"type" : "ticket",
"_url" : "XX_RT_URL_XX/REST/2.0/ticket?Queue=1"
}
],
}
Of particular note is the _hyperlinks
key, which gives you a list of related resources to examine (following the https://en.wikipedia.org/wiki/HATEOAS principle). For example an entry with a ref
of history
lets you examine the transaction log for a record. You can implement your REST API client knowing that any other hypermedia link with a ref
of history
has the same meaning, regardless of whether it's the history of a queue, ticket, asset, etc.
Another ref
you'll see in _hyperlinks
is create
, with a type
of ticket
. This of course gives you the URL to create tickets in this queue. Importantly, if your user does not have the CreateTicket
permission in this queue, then REST2 would simply not include this hyperlink in its response to your request. This allows you to dynamically adapt your client's behavior to its presence or absence, just like the web version of RT does.
Creating Tickets
Let's use the _url
from the create
hyperlink with type ticket
.
To create a ticket is a bit more involved, since it requires providing a different HTTP verb (POST
instead of GET
), a Content-Type
header (to tell REST2 that your content is JSON instead of, say, XML), and the fields for your new ticket such as Subject. Here is the curl invocation, wrapped to multiple lines for readability.
curl -X POST
-H "Content-Type: application/json"
-d '{ "Subject": "hello world" }'
-H 'Authorization: token XX_TOKEN_XX'
'XX_TICKET_CREATE_URL_XX'
If successful, that will provide output like so:
{
"_url" : "XX_RT_URL_XX/REST/2.0/ticket/20",
"type" : "ticket",
"id" : "20"
}
(REST2 also produces the status code of 201 Created
with a Location
header of the new ticket, which you may choose to use instead of the JSON response)
We can fetch that _url
to continue working with this newly-created ticket. Request the ticket like so (make sure to include the -i
flag to see response's HTTP headers).
curl -i -H 'Authorization: token XX_TOKEN_XX' 'XX_TICKET_URL_XX'
You'll first see that there are many hyperlinks for tickets, including one for each Lifecycle action you can perform, history, comment, correspond, etc. Again these adapt to whether you have the appropriate permissions to do these actions.
Additionally you'll see an ETag
header for this record, which can be used for conflict avoidance (https://en.wikipedia.org/wiki/HTTP_ETag). We'll first try updating this ticket with an invalid ETag
to see what happens.
Updating Tickets
For updating tickets we use the PUT
verb, but otherwise it looks much like a ticket creation.
curl -X PUT
-H "Content-Type: application/json"
-H "If-Match: invalid-etag"
-d '{ "Subject": "trial update" }'
-H 'Authorization: token XX_TOKEN_XX'
'XX_TICKET_URL_XX'
You'll get an error response like {"message":"Precondition Failed"}
and a status code of 412. If you examine the ticket, you'll also see that its Subject was not changed. This is because the If-Match
header advises the server to make changes if and only if the ticket's ETag
matches what you provide. Since it differed, the server refused the request and made no changes.
Now, try the same request by replacing the value "invalid-etag" in the If-Match
request header with the real ETag
you'd received when you requested the ticket previously. You'll then get a JSON response like:
["Ticket 1: Subject changed from 'hello world' to 'trial update'"]
which is a list of messages meant for displaying to an end-user.
If you GET
the ticket again, you'll observe that the ETag
header now has a different value, indicating that the ticket itself has changed. This means if you were to retry the PUT
update with the previous (at the time, expected) ETag
you would instead be rejected by the server with Precondition Failed.
You can use ETag
and If-Match
headers to avoid race conditions such as two people updating a ticket at the same time. Depending on the sophistication of your client, you may be able to automatically retry the change by incorporating the changes made on the server (for example adding time worked can be automatically be recalculated).
You may of course choose to ignore the ETag
header and not provide If-Match
in your requests; RT doesn't require its use.
Replying/Commenting Tickets
You can reply to or comment a ticket by POST
ing to _url
from the correspond
or comment
hyperlinks that were returned when fetching the ticket.
curl -X POST
-H "Content-Type: application/json"
-d '{
"Subject" : "response",
"Content" : "What is your <em>issue</em>?",
"ContentType": "text/html",
"TimeTaken" : "1"
}'
-H 'Authorization: token XX_TOKEN_XX'
'XX_TICKET_URL_XX'/correspond
Replying or commenting a ticket is quite similar to a ticket creation: you send a POST
request, with data encoded in JSON
. The difference lies in the properties of the JSON data object you can pass:
Subject
-
The subject of your response/comment, optional
Content
-
The content of your response/comment, mandatory unless there is a non empty
Attachments
property to add at least one attachment to the ticket (see "Add Attachments" section below). ContentType
-
The MIME content type of your response/comment, typically
text/plain
or/text/html
, mandatory unless there is a non emptyAttachments
property to add at least one attachment to the ticket (see "Add Attachments" section below). TimeTaken
-
The time, in minutes, you've taken to work on your response/comment, optional.
Status
-
The new status (for example, "open", "rejected", etc.) to set the ticket to. The Status value must be a valid status based on the lifecycle of the ticket's current queue.
CustomRoles
-
A hash whose keys are custom role names and values are as described below:
For a single-value custom role, the value must be a string representing an email address or user name; the custom role is set to the user with that email address or user name.
For a multi-value custom role, the value can be a string representing an email address or user name, or can be an array of email addresses or user names; in either case, the members of the custom role are set to the corresponding users.
CustomFields
-
A hash similar to the
CustomRoles
hash, but whose keys are custom field names that apply to the Ticket; those fields are set to the supplied values. TxnCustomFields
-
A hash similar to the
CustomRoles
hash, but whose keys are custom field names that apply to the Transaction; those fields are set to the supplied values.
Add Attachments
You can attach any binary or text file to a ticket via create, correspond, or comment by adding an Attachments
property in the JSON object. The value should be a JSON array where each item represents a file you want to attach. Each item is a JSON object with the following properties:
FileName
-
The name of the file to attach to your response/comment, mandatory.
FileType
-
The MIME type of the file to attach to your response/comment, mandatory.
FileContent
-
The content, encoded in
MIME Base64
of the file to attach to your response/comment, mandatory.
The reason why you should encode the content of any file to MIME Base64
is that a JSON string value should be a sequence of zero or more Unicode characters. MIME Base64
is a binary-to-text encoding scheme widely used (for eg. by web browser) to send binary data when text data is required. Most popular language have MIME Base64
libraries that you can use to encode the content of your attached files (see MIME::Base64 for Perl
). Note that even text files should be MIME Base64
encoded to be passed in the FileContent
property.
Here's a Perl example to send an image and a plain text file attached to a comment:
#!/usr/bin/perl
use strict;
use warnings;
use LWP::UserAgent;
use JSON;
use MIME::Base64;
use Data::Dumper;
my $url = 'http://rt.local/REST/2.0/ticket/1/comment';
my $img_path = '/tmp/my_image.png';
my $img_content;
open my $img_fh, '<', $img_path or die "Cannot read $img_path: $!\n";
{
local $/;
$img_content = <$img_fh>;
}
close $img_fh;
$img_content = MIME::Base64::encode_base64($img_content);
my $txt_path = '~/.bashrc';
my $txt_content;
open my $txt_fh, '<', glob($txt_path) or die "Cannot read $txt_path: $!\n";
{
local $/;
$txt_content = <$txt_fh>;
}
close $txt_fh;
$txt_content = MIME::Base64::encode_base64($txt_content);
my $json = JSON->new->utf8;
my $payload = {
Content => '<p>I want <b>two</b> <em>attachments</em></p>',
ContentType => 'text/html',
Subject => 'Attachments in JSON Array',
Attachments => [
{
FileName => 'my_image.png',
FileType => 'image/png',
FileContent => $img_content,
},
{
FileName => '.bashrc',
FileType => 'text/plain',
FileContent => $txt_content,
},
],
};
my $req = HTTP::Request->new(POST => $url);
$req->header('Authorization' => 'token 6-66-66666666666666666666666666666666');
$req->header('Content-Type' => 'application/json' );
$req->header('Accept' => 'application/json' );
$req->content($json->encode($payload));
my $ua = LWP::UserAgent->new;
my $res = $ua->request($req);
print Dumper($json->decode($res->content)) . "\n";
Encoding the content of attachments file in MIME Base64
has the drawback of adding some processing overhead and to increase the sent data size by around 33%. RT's REST2 API provides another way to attach any binary or text file to your response or comment by POST
ing, instead of a JSON request, a multipart/form-data
request. This kind of request is similar to what the browser sends when you add attachments in RT's reply or comment form. As its name suggests, a multipart/form-data
request message contains a series of parts, each representing a form field. To reply to or comment a ticket, the request has to include a field named JSON
, which, as previously, is a JSON object with Subject
, Content
, ContentType
, TimeTaken
properties. Files can then be attached by specifying a field named Attachments
for each of them, with the content of the file as value and the appropriate MIME type.
The curl invocation is quite straightforward:
curl -X POST
-H "Content-Type: multipart/form-data"
-F 'JSON={
"Subject" : "Attachments in multipart/form-data",
"Content" : "<p>I want <b>two</b> <em>attachments</em></p>",
"ContentType": "text/html",
"TimeTaken" : "1"
};type=application/json'
-F 'Attachments=@/tmp/my_image.png;type=image/png'
-F 'Attachments=@/tmp/.bashrc;type=text/plain'
-H 'Authorization: token XX_TOKEN_XX'
'XX_TICKET_URL_XX'/comment
Summary
RT's REST2 API provides the tools you need to build robust and dynamic integrations. Tools like ETag
/If-Match
allow you to avoid conflicts such as two people taking a ticket at the same time. Using JSON for all data interchange avoids problems caused by parsing text. Hypermedia links inform your client application of what the user has the ability to do.
Careful readers will see that, other than our initial entry into the system, we did not generate any URLs. We only followed links, just like you do when browsing a website on your computer. We've better decoupled the client's implementation from the server's REST API. Additionally, this system lets you be informed of new capabilities in the form of additional hyperlinks.
Using these tools and principles, REST2 will help you build rich, robust, and powerful integrations with the other applications and services that your team uses.
Endpoints
Currently provided endpoints under /REST/2.0/
are described below. Wherever possible please consider using _hyperlinks
hypermedia controls available in response bodies rather than hardcoding URLs.
For simplicity, the examples below omit the extra options to curl for SSL like --cacert.
Tickets
GET /tickets?query=<TicketSQL>
search for tickets using TicketSQL
GET /tickets?simple=1;query=<simple search query>
search for tickets using simple search syntax
# If there are multiple saved searches using the same description, the
# behavior of "which saved search shall be selected" is undefined, use
# id instead in this case.
# If both search and other arguments like "query" are specified, the
# latter takes higher precedence than the corresponding fields defined
# in the given saved search.
GET /tickets?search=<saved search id or description>
search for tickets using saved search
POST /tickets
search for tickets with the 'search' or 'query' and optional 'simple' parameters
POST /ticket
create a ticket; provide JSON content
GET /ticket/:id
retrieve a ticket
PUT /ticket/:id
update a ticket's metadata; provide JSON content
PUT /ticket/:id/take
PUT /ticket/:id/untake
PUT /ticket/:id/steal
take, untake, or steal the ticket
DELETE /ticket/:id
set status to deleted
POST /ticket/:id/correspond
POST /ticket/:id/comment
add a reply or comment to the ticket
GET /ticket/:id/history
retrieve list of transactions for ticket
POST /tickets/bulk
create multiple tickets; provide JSON content(array of hashes)
PUT /tickets/bulk
update multiple tickets' metadata; provide JSON content(array of hashes)
POST /tickets/bulk/correspond
POST /tickets/bulk/comment
add a reply or comment to multiple tickets; provide JSON content(array of hashes)
Ticket Examples
Below are some examples using the endpoints above.
# Create a ticket, setting some custom fields and a custom role
curl -X POST -H "Content-Type: application/json" -u 'root:password'
-d '{ "Queue": "General", "Subject": "Create ticket test",
"Requestor": "user1@example.com", "Cc": "user2@example.com",
"CustomRoles": {"My Role": "staff1@example.com"},
"Content": "Testing a create",
"CustomFields": {"Severity": "Low"}}'
'https://myrt.com/REST/2.0/ticket'
# Update a ticket, with a custom field update
curl -X PUT -H "Content-Type: application/json" -u 'root:password'
-d '{ "Subject": "Update test", "CustomFields": {"Severity": "High"}}'
'https://myrt.com/REST/2.0/ticket/6'
# Update a ticket, with links update
curl -X PUT -H "Content-Type: application/json" -u 'root:password'
-d '{ "DependsOn": [2, 3], "ReferredToBy": 1 }'
'https://myrt.com/REST/2.0/ticket/6'
curl -X PUT -H "Content-Type: application/json" -u 'root:password'
-d '{ "AddDependsOn": [4, 5], "DeleteReferredToBy": 1 }'
'https://myrt.com/REST/2.0/ticket/6'
# Merge a ticket into another
curl -X PUT -H "Content-Type: application/json" -u 'root:password'
-d '{ "MergeInto": 3 }'
'https://myrt.com/REST/2.0/ticket/6'
# Take a ticket
curl -X PUT -H "Content-Type: application/json" -u 'root:password'
'https://myrt.com/REST/2.0/ticket/6/take'
# Untake a ticket
curl -X PUT -H "Content-Type: application/json" -u 'root:password'
'https://myrt.com/REST/2.0/ticket/6/untake'
# Steal a ticket
curl -X PUT -H "Content-Type: application/json" -u 'root:password'
'https://myrt.com/REST/2.0/ticket/6/steal'
# Correspond a ticket
curl -X POST -H "Content-Type: application/json" -u 'root:password'
-d '{ "Content": "Testing a correspondence", "ContentType": "text/plain" }'
'https://myrt.com/REST/2.0/ticket/6/correspond'
# Correspond a ticket with a transaction custom field
curl -X POST -H "Content-Type: application/json" -u 'root:password'
-d '{ "Content": "Testing a correspondence", "ContentType": "text/plain",
"TxnCustomFields": {"MyField": "custom field value"} }'
'https://myrt.com/REST/2.0/ticket/6/correspond'
# Comment on a ticket
curl -X POST -H "Content-Type: application/json" -u 'root:password'
-d 'Testing a comment'
'https://myrt.com/REST/2.0/ticket/6/comment'
# Comment on a ticket with custom field update
curl -X POST -H "Content-Type: application/json" -u 'root:password'
-d '{ "Content": "Testing a comment", "ContentType": "text/plain", "CustomFields": {"Severity": "High"} }'
'https://myrt.com/REST/2.0/ticket/6/comment'
# Comment on a ticket with custom role update
curl -X POST -H "Content-Type: application/json" -u 'root:password'
-d '{ "Content": "Testing a comment", "ContentType": "text/plain", "CustomRoles": {"Manager": "manager@example.com"} }'
'https://myrt.com/REST/2.0/ticket/6/comment'
# Update many tickets at once with bulk by sending an array with ticket ids
# Results are returned for each update in a JSON array with ticket ids and corresponding messages
curl -X POST -H "Content-Type: application/json" -u 'root:password'
-d '[{ "id": "20", "Content": "Testing a correspondence", "ContentType": "text/plain" },
{ "id": "18", "Content": "Testing a correspondence", "ContentType": "text/plain", "Status":"resolved", "CustomRoles": {"Manager": "manager@example.com"}, "CustomFields": {"State": "New York"} }]'
'https://myrt.com/REST/2.0/tickets/bulk/correspond'
[["20","Correspondence added"],["18","Correspondence added","State New York added","Added manager@example.com as Manager for this ticket","Status changedfrom 'open' to 'resolved'"]]
Ticket Fields
The following describes some of the values you can send when creating and updating tickets as shown in the examples above.
- Ticket Links
-
As shown above, you can update links on a ticket with a
PUT
and passing the link relationship you want to create. The available keys are Parent, Child, RefersTo, ReferredToBy, DependsOn, and DependedOnBy. These correspond with the standard link types on a ticket. The value can be a single ticket id or an array of ticket ids. The indicated link relationship will be set to the value passed, adding or removing as needed.You can specifically add or remove a link by prepending
Add
orDelete
to the link type, likeAddParent
orDeleteParent
. These versions also accept a single ticket id or an array.
Transactions
GET /transactions?query=<TransactionSQL>
POST /transactions
search for transactions using TransactionSQL
GET /transactions?query=<JSON>
POST /transactions
search for transactions using L</JSON searches> syntax
GET /ticket/:id/history
GET /queue/:id/history
GET /queue/:name/history
GET /asset/:id/history
GET /user/:id/history
GET /user/:name/history
GET /group/:id/history
get transactions for record
GET /transaction/:id
retrieve a transaction
Transactions Examples
# Search transactions using C<TransactionSQL>
curl -X POST -u 'root:password' -d "query=Creator='Dave' AND Type='Correspond'"
'https://myrt.com/REST/2.0/transactions'
Attachments and Messages
GET /attachments?query=<JSON>
POST /attachments
search for attachments using L</JSON searches> syntax
GET /transaction/:id/attachments
get attachments for transaction
GET /ticket/:id/attachments
get attachments associated with a ticket
GET /attachment/:id
retrieve an attachment. Note that the C<Content> field contains
the base64-encoded representation of the raw content.
Image and Binary Object Custom Field Values
GET /download/cf/:id
retrieve an image or a binary file as an object custom field value
Queues
GET /queues/all
retrieve list of all queues you can see
GET /queues?query=<JSON>
POST /queues
search for queues using L</JSON searches> syntax
POST /queue
create a queue; provide JSON content
GET /queue/:id
GET /queue/:name
retrieve a queue by numeric id or name
PUT /queue/:id
PUT /queue/:name
update a queue's metadata; provide JSON content
DELETE /queue/:id
DELETE /queue/:name
disable queue
GET /queue/:id/history
GET /queue/:name/history
retrieve list of transactions for queue
Assets
GET /assets?query=<AssetSQL>
POST /assets
search for assets using AssetSQL
GET /assets?query=<JSON>
POST /assets
search for assets using L</JSON searches> syntax
POST /asset
create an asset; provide JSON content
GET /asset/:id
retrieve an asset
PUT /asset/:id
update an asset's metadata; provide JSON content
DELETE /asset/:id
set status to deleted
GET /asset/:id/history
retrieve list of transactions for asset
Assets Examples
Below are some examples using the endpoints above.
# Create an Asset
curl -X POST -H "Content-Type: application/json" -u 'root:password'
-d '{"Name" : "Asset From Rest", "Catalog" : "General assets", "Content" : "Some content"}'
'https://myrt.com/REST/2.0/asset'
# Search Assets
curl -X POST -H "Content-Type: application/json" -u 'root:password'
-d '[{ "field" : "id", "operator" : ">=", "value" : 0 }]'
'https://myrt.com/REST/2.0/assets'
# Search Assets Based On Custom Field Values using L</JSON searches>
curl -X POST -H "Content-Type: application/json" -u 'root:password'
-d '[{ "field" : "CustomField.{Department}", "value" : "Engineering" }]'
'https://myrt.com/REST/2.0/assets'
# Search assets using AssetSQL
curl -X POST -u 'root:password' -d "query=Catalog='General assets' AND 'CF.{Asset Type}' LIKE 'Computer'"
'https://myrt.com/REST/2.0/assets'
Assets Examples
Below are some examples using the endpoints above.
# Create an Asset
curl -X POST -H "Content-Type: application/json" -u 'root:password'
-d '{"Name" : "Asset From Rest", "Catalog" : "General assets", "Content" : "Some content"}'
'https://myrt.com/REST/2.0/asset'
# Search Assets
curl -X POST -H "Content-Type: application/json" -u 'root:password'
-d '[{ "field" : "id", "operator" : ">=", "value" : 0 }]'
'https://myrt.com/REST/2.0/assets'
Catalogs
GET /catalogs/all
retrieve list of all catalogs you can see
GET /catalogs?query=<JSON>
POST /catalogs
search for catalogs using L</JSON searches> syntax
POST /catalog
create a catalog; provide JSON content
GET /catalog/:id
GET /catalog/:name
retrieve a catalog by numeric id or name
PUT /catalog/:id
PUT /catalog/:name
update a catalog's metadata; provide JSON content
DELETE /catalog/:id
DELETE /catalog/:name
disable catalog
Articles
GET /articles?query=<JSON>
POST /articles
search for articles using L</JSON searches> syntax
POST /article
create an article; provide JSON content
GET /article/:id
retrieve an article
PUT /article/:id
update an article's metadata; provide JSON content
DELETE /article/:id
set status to deleted
GET /article/:id/history
retrieve list of transactions for article
Classes
GET /classes/all
retrieve list of all classes you can see
GET /classes?query=<JSON>
POST /classes
search for classes using L</JSON searches> syntax
POST /class
create a class; provide JSON content
GET /class/:id
GET /class/:name
retrieve a class by numeric id or name
PUT /class/:id
PUT /class/:name
update a class's metadata; provide JSON content
DELETE /class/:id
DELETE /class/:name
disable class
Users
GET /users?query=<JSON>
POST /users
search for users using L</JSON searches> syntax
POST /user
create a user; provide JSON content
GET /user/:id
GET /user/:name
retrieve a user by numeric id or username (including its memberships and whether it is disabled)
PUT /user/:id
PUT /user/:name
update a user's metadata (including its Disabled status); provide JSON content
DELETE /user/:id
DELETE /user/:name
disable user
GET /user/:id/history
GET /user/:name/history
retrieve list of transactions for user
Groups
GET /groups?query=<JSON>
POST /groups
search for groups using L</JSON searches> syntax
POST /group
create a (user defined) group; provide JSON content
GET /group/:id
retrieve a group (including its members and whether it is disabled)
PUT /group/:id
update a groups's metadata (including its Disabled status); provide JSON content
DELETE /group/:id
disable group
GET /group/:id/history
retrieve list of transactions for group
User Memberships
GET /user/:id/groups
GET /user/:name/groups
retrieve list of groups which a user is a member of
PUT /user/:id/groups
PUT /user/:name/groups
add a user to groups; provide a JSON array of groups ids
DELETE /user/:id/group/:id
DELETE /user/:name/group/:id
remove a user from a group
DELETE /user/:id/groups
DELETE /user/:name/groups
remove a user from all groups
Group Members
GET /group/:id/members
retrieve list of direct members of a group
GET /group/:id/members?recursively=1
retrieve list of direct and recursive members of a group
GET /group/:id/members?users=0
retrieve list of direct group members of a group
GET /group/:id/members?users=0&recursively=1
retrieve list of direct and recursive group members of a group
GET /group/:id/members?groups=0
retrieve list of direct user members of a group
GET /group/:id/members?groups=0&recursively=1
retrieve list of direct and recursive user members of a group
PUT /group/:id/members
add members to a group; provide a JSON array of principal ids
DELETE /group/:id/member/:id
remove a member from a group
DELETE /group/:id/members
remove all members from a group
Custom Fields
GET /customfields?query=<JSON>
POST /customfields
search for custom fields using L</JSON searches> syntax
POST /customfield
create a customfield; provide JSON content
GET /catalog/:id/customfields?query=<JSON>
POST /catalog/:id/customfields
search for custom fields attached to a catalog using L</JSON searches> syntax
GET /class/:id/customfields?query=<JSON>
POST /class/:id/customfields
search for custom fields attached to a class using L</JSON searches> syntax
GET /queue/:id/customfields?query=<JSON>
POST /queue/:id/customfields
search for custom fields attached to a queue using L</JSON searches> syntax
GET /customfield/:id
retrieve a custom field, with values if type is Select
GET /customfield/:id?category=<category name>
retrieve a custom field, with values filtered by category if type is Select
PUT /customfield/:id
update a custom field's metadata; provide JSON content
DELETE /customfield/:id
disable customfield
Custom Field Values
GET /customfield/:id/values?query=<JSON>
POST /customfield/:id/values
search for values of a custom field using L</JSON searches> syntax
POST /customfield/:id/value
add a value to a custom field; provide JSON content
GET /customfield/:id/value/:id
retrieve a value of a custom field
PUT /customfield/:id/value/:id
update a value of a custom field; provide JSON content
DELETE /customfield/:id/value/:id
remove a value from a custom field
Custom Roles
GET /customroles?query=<JSON>
POST /customroles
search for custom roles using L</JSON searches> syntax
GET /customrole/:id
retrieve a custom role
Saved Searches
GET /searches?query=<JSON>
POST /searches
search for saved searches using L</JSON searches> syntax
GET /search/:id
GET /search/:description
retrieve a saved search
Miscellaneous
GET /
produces this documentation
GET /rt
produces system information
JSON searches
Some resources accept a basic JSON structure as the search conditions which specifies one or more fields to limit on (using specified operators and values). An example:
curl -si -u user:pass https://rt.example.com/REST/2.0/queues -XPOST --data-binary '
[
{ "field": "Name",
"operator": "LIKE",
"value": "Engineering" },
{ "field": "Lifecycle",
"value": "helpdesk" },
{ "field" : "CustomField.{Department}",
"operator" : "=",
"value" : "Human Resources" }
]
'
The JSON payload must be an array of hashes with the keys field
and value
and optionally operator
.
Results can be sorted by using multiple query parameter arguments orderby
and order
. Each orderby
query parameter specify a field to be used for sorting results. If the request includes more than one orderby
query parameter, results are sorted according to corresponding fields in the same order than they are specified. For instance, if you want to sort results according to creation date and then by id (in case of some items have the same creation date), your request should specify ?orderby=Created&orderby=id
. By default, results are sorted in ascending order. To sort results in descending order, you should use order=DESC
query parameter. Any other value for order
query parameter will be treated as order=ASC
, for ascending order. The order of the order
query parameters should be the same as the orderby
query parameters. Therefore, if you specify two fields to sort the results (with two orderby
parameters) and you want to sort the second field by descending order, you should also explicitely specify order=ASC
for the first field: orderby=Created&order=ASC&orderby=id&order=DESC
. orderby
and order
query parameters are supported in both JSON and TicketSQL searches.
The same field
is specified more than one time to express more than one condition on this field. For example:
[
{ "field": "id",
"operator": ">",
"value": $min },
{ "field": "id",
"operator": "<",
"value": $max }
]
By default, RT will aggregate these conditions with an OR
, except for when searching queues, where an AND
is applied. If you want to search for multiple conditions on the same field aggregated with an AND
(or an OR
for queues), you can specify entry_aggregator
keys in corresponding hashes:
[
{ "field": "id",
"operator": ">",
"value": $min },
{ "field": "id",
"operator": "<",
"value": $max,
"entry_aggregator": "AND" }
]
Results are returned in the format described below.
Example of plural resources (collections)
Resources which represent a collection of other resources use the following standard JSON format:
{
"count" : 20,
"page" : 1,
"pages" : 191,
"per_page" : 20,
"next_page" : "<collection path>?page=2"
"total" : 3810,
"items" : [
{ … },
{ … },
…
]
}
Each item is nearly the same representation used when an individual resource is requested.
Object Custom Field Values
When creating (via POST
) or updating (via PUT
) a resource which has some custom fields attached to, you can specify the value(s) for these customfields in the CustomFields
property of the JSON object parameter. The CustomFields
property should be a JSON object, with each property being the custom field identifier or name. If the custom field can have only one value, you just have to speciy the value as JSON string for this custom field. If the customfield can have several value, you have to specify a JSON array of each value you want for this custom field.
"CustomFields": {
"XX_SINGLE_CF_ID_XX" : "My Single Value",
"XX_MULTI_VALUE_CF_ID": [
"My First Value",
"My Second Value"
]
}
Note that for a multi-value custom field, you have to specify all the values for this custom field. Therefore if the customfield for this resource already has some values, the existing values must be including in your update request if you want to keep them (and add some new values). Conversely, if you want to delete some existing values, do not include them in your update request (including only values you wan to keep). The following example deletes "My Second Value" from the previous example:
"CustomFields": {
"XX_MULTI_VALUE_CF_ID": [
"My First Value"
]
}
To delete a single-value custom field, set its value to JSON null
(undef
in Perl):
"CustomFields": {
"XX_SINGLE_CF_ID_XX" : null
}
New values for Image and Binary custom fields can be set by specifying a JSON object as value for the custom field identifier or name with the following properties:
FileName
-
The name of the file to attach, mandatory.
FileType
-
The MIME type of the file to attach, mandatory.
FileContent
-
The content, encoded in
MIME Base64
of the file to attach, mandatory.
The reason why you should encode the content of the image or binary file to MIME Base64
is that a JSON string value should be a sequence of zero or more Unicode characters. MIME Base64
is a binary-to-text encoding scheme widely used (for eg. by web browser) to send binary data when text data is required. Most popular language have MIME Base64
libraries that you can use to encode the content of your attached files (see MIME::Base64 for Perl
). Note that even text files should be MIME Base64
encoded to be passed in the FileContent
property.
"CustomFields": {
"XX_SINGLE_IMAGE_OR_BINARY_CF_ID_XX" : {
"FileName" : "image.png",
"FileType" : "image/png",
"FileContent": "XX_BASE_64_STRING_XX"
},
"XX_MULTI_VALUE_IMAGE_OR_BINARY_CF_ID": [
{
"FileName" : "another_image.png",
"FileType" : "image/png",
"FileContent": "XX_BASE_64_STRING_XX"
},
{
"FileName" : "hello_world.txt",
"FileType" : "text/plain",
"FileContent": "SGVsbG8gV29ybGQh"
}
]
}
Encoding the content of image or binary files in MIME Base64
has the drawback of adding some processing overhead and to increase the sent data size by around 33%. RT's REST2 API provides another way to upload image or binary files as custom field alues by sending, instead of a JSON request, a multipart/form-data
request. This kind of request is similar to what the browser sends when you upload a file in RT's ticket creation or update forms. As its name suggests, a multipart/form-data
request message contains a series of parts, each representing a form field. To create or update a ticket with image or binary file, the multipart/form-data
request has to include a field named JSON
, which, as previously, is a JSON object with Queue
, Subject
, Content
, ContentType
, etc. properties. But instead of specifying each custom field value as a JSON object with FileName
, FileType
and FileContent
properties, each custom field value should be a JSON object with UploadField
. You can choose anything you want for this field name, except Attachments, which should be reserved for attaching files to a response or a comment to a ticket. Files can then be attached by specifying a field named as specified in the CustomFields
property for each of them, with the content of the file as value and the appropriate MIME type.
Here is an exemple of a curl invocation, wrapped to multiple lines for readability, to create a ticket with a multipart/request to upload some image or binary files as custom fields values.
curl -X POST
-H "Content-Type: multipart/form-data"
-F 'JSON={
"Queue" : "General",
"Subject" : "hello world",
"Content" : "That <em>damned</em> printer is out of order <b>again</b>!",
"ContentType": "text/html",
"CustomFields" : {
"XX_SINGLE_IMAGE_OR_BINARY_CF_ID_XX" => { "UploadField": "FILE_1" },
"XX_MULTI_VALUE_IMAGE_OR_BINARY_CF_ID" => [ { "UploadField": "FILE_2" }, { "UploadField": "FILE_3" } ]
}
};type=application/json'
-F 'FILE_1=@/tmp/image.png;type=image/png'
-F 'FILE_2=@/tmp/another_image.png;type=image/png'
-F 'FILE_3=@/etc/cups/cupsd.conf;type=text/plain'
-H 'Authorization: token XX_TOKEN_XX'
'XX_RT_URL_XX'/tickets
If you want to delete some existing values from a multi-value image or binary custom field, you can just pass the existing filename as value for the custom field identifier or name, no need to upload again the content of the file. The following example will delete the text file and keep the image upload in previous example:
"CustomFields": {
"XX_MULTI_VALUE_IMAGE_OR_BINARY_CF_ID": [
"image.png"
]
}
To download an image or binary file which is the custom field value of a resource, you just have to make a GET
request to the entry point returned for the corresponding custom field when fetching this resource, and it will return the content of the file as an octet string:
curl -i -H 'Authorization: token XX_TOKEN_XX' 'XX_TICKET_URL_XX'
{
[…]
"XX_IMAGE_OR_BINARY_CF_ID_XX" : [
{
"content_type" : "image/png",
"filename" : "image.png",
"_url" : "XX_RT_URL_XX/REST/2.0/download/cf/XX_IMAGE_OR_BINARY_OCFV_ID_XX"
}
],
[…]
},
curl -i -H 'Authorization: token XX_TOKEN_XX'
'XX_RT_URL_XX/REST/2.0/download/cf/XX_IMAGE_OR_BINARY_OCFV_ID_XX'
> file.png
Paging
All plural resources (such as /tickets
) require pagination, controlled by the query parameters page
and per_page
. The default page size is 20 items, but it may be increased up to 100 (or decreased if desired). Page numbers start at 1. The number of pages is returned, and if there is a next or previous page, then the URL for that page is returned in the next_page and prev_page variables respectively. It is up to you to store the required JSON to pass with the following page request.
Disabled items
By default, only enabled objects are returned. To include disabled objects you can specify find_disabled_rows=1
as a query parameter.
Fields
When fetching search results you can include additional fields by adding a query parameter fields
which is a comma seperated list of fields to include. You must use the camel case version of the name as included in the results for the actual item.
You can use additional fields parameters to expand child blocks, for example (line wrapping inserted for readability):
XX_RT_URL_XX/REST/2.0/tickets
?fields=Owner,Status,Created,Subject,Queue,CustomFields,Requestor,Cc,AdminCc,RT::CustomRole-1
&fields[Queue]=Name,Description
Says that in the result set for tickets, the extra fields for Owner, Status, Created, Subject, Queue, CustomFields, Requestor, Cc, AdminCc and CustomRoles should be included. But in addition, for the Queue block, also include Name and Description. The results would be similar to this (only one ticket is displayed in this example):
"items" : [
{
"Subject" : "Sample Ticket",
"id" : "2",
"type" : "ticket",
"Owner" : {
"id" : "root",
"_url" : "XX_RT_URL_XX/REST/2.0/user/root",
"type" : "user"
},
"_url" : "XX_RT_URL_XX/REST/2.0/ticket/2",
"Status" : "resolved",
"Created" : "2018-06-29:10:25Z",
"Queue" : {
"id" : "1",
"type" : "queue",
"Name" : "General",
"Description" : "The default queue",
"_url" : "XX_RT_URL_XX/REST/2.0/queue/1"
},
"CustomFields" : [
{
"id" : "1",
"type" : "customfield",
"_url" : "XX_RT_URL_XX/REST/2.0/customfield/1",
"name" : "My Custom Field",
"values" : [
"CustomField value"
]
}
],
"Requestor" : [
{
"id" : "root",
"type" : "user",
"_url" : "XX_RT_URL_XX/REST/2.0/user/root"
}
],
"Cc" : [
{
"id" : "root",
"type" : "user",
"_url" : "XX_RT_URL_XX/REST/2.0/user/root"
}
],
"AdminCc" : [],
"RT::CustomRole-1" : [
{
"_url" : "XX_RT_URL_XX/REST/2.0/user/foo@example.com",
"type" : "user",
"id" : "foo@example.com"
}
]
}
{ … },
…
],
If the user performing the query doesn't have rights to view the record (or sub record), then the empty string will be returned.
For single object URLs like /ticket/:id, as it already contains all the fields by default, parameter "fields" is not needed, but you can still use additional fields parameters to expand child blocks:
XX_RT_URL_XX/REST/2.0/ticket/1?fields[Queue]=Name,Description
Authentication Methods
Authentication should always be done over HTTPS/SSL for security. You should only serve up the /REST/2.0/
endpoint over SSL.
Basic Auth
Authentication may use internal RT usernames and passwords, provided via HTTP Basic auth. Most HTTP libraries already have a way of providing basic auth credentials when making requests. Using curl, for example:
curl -u 'username:password' /path/to/REST/2.0
Token Auth
You may use the RT::Authen::Token extension to authenticate to the REST 2 API. Once you've acquired an authentication token in the web interface, specify the Authorization
header with a value of "token" like so:
curl -H 'Authorization: token …' /path/to/REST/2.0
If the library or application you're using does not support specifying additional HTTP headers, you may also pass the authentication token as a query parameter like so:
curl /path/to/REST/2.0?token=…
Cookie Auth
Finally, you may reuse an existing cookie from an ordinary web session to authenticate against REST2. This is primarily intended for interacting with REST2 via JavaScript in the browser. Other REST consumers are advised to use the alternatives above.
Conditional requests (If-Modified-Since, If-Match)
You can take advantage of the Last-Modified
headers returned by most single resource endpoints. Add a If-Modified-Since
header to your requests for the same resource, using the most recent Last-Modified
value seen, and the API may respond with a 304 Not Modified. You can also use HEAD requests to check for updates without receiving the actual content when there is a newer version. You may also add an If-Unmodified-Since
header to your updates to tell the server to refuse updates if the record had been changed since you last retrieved it.
ETag
, If-Match
, and If-None-Match
work similarly to Last-Modified
, If-Modified-Since
, and If-Unmodified-Since
, except that they don't use a timestamp, which has its own set of tradeoffs. ETag
is an opaque value, so it has no meaning to consumers (unlike timestamps). However, timestamps have the disadvantage of having a resolution of seconds, so two updates happening in the same second would produce incorrect results, whereas ETag
does not suffer from that problem.
Status codes
The REST API uses the full range of HTTP status codes, and your client should handle them appropriately.
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