--- updatedAt: 2026-06-09T17:02:17.000Z agentTools: projectIndex: https://hq.docs.netevia.com/llms.txt --- # /api/v1/tickets/getTickets ## Get Tickets Returns a paginated list of ticket summary records, optionally filtered by date range, status, department, merchant, category, sub-category, or attachment presence. This is the primary endpoint for building ticket dashboards and monitoring open requests across all merchants managed by an ISO. ### Endpoint `GET /api/v1/tickets/getTickets` ### Authentication Basic HTTP Authentication required. Encode `username:password` in Base64 and pass in the Authorization header: ``` Authorization: Basic {base64(username:password)} ``` ### When to use Use this endpoint to generate a list view of tickets for operational monitoring — for example, to find all open Underwriting tickets created in the last 30 days, or to identify which merchants have tickets in `Pending` status. Combine with pagination parameters to handle large portfolios efficiently. ### Query Parameters | Parameter | Type | Required | Description | | --------------- | ------------------ | -------- | -------------------------------------------------------------------- | | `createdFrom` | string (date-time) | No | Filter tickets created on or after this ISO 8601 timestamp. | | `createdTo` | string (date-time) | No | Filter tickets created on or before this ISO 8601 timestamp. | | `status` | string (enum) | No | Filter by ticket status: `Resolved`, `New`, `Pending`, `InProgress`. | | `merchantId` | integer (int32) | No | Filter tickets for a specific merchant profile ID. | | `department` | string (enum) | No | Filter by department: `CustomerService` or `Underwriting`. | | `category` | string | No | Filter by ticket category string. | | `subCategory` | string | No | Filter by ticket sub-category string. | | `hasAttachment` | boolean | No | If `true`, return only tickets that have at least one attachment. | | `pageNumber` | integer (int32) | No | Page number for pagination (1-based). Defaults to 1. | | `pageSize` | integer (int32) | No | Number of records per page. Defaults to server-defined maximum. | ### Response **200 OK** | Field | Type | Description | | --------------------------- | ------------------ | -------------------------------------------------------------- | | `pageNumber` | integer | Current page number returned. | | `pageSize` | integer | Number of records per page. | | `totalCount` | integer | Total number of tickets matching the filter criteria. | | `items` | array | List of ticket detail objects for the current page. | | `items[].ticketId` | integer | Unique ticket ID. | | `items[].status` | string | Current status: `New`, `Pending`, `InProgress`, or `Resolved`. | | `items[].merchantProfileId` | integer | Merchant profile ID linked to the ticket. | | `items[].dba` | string | Merchant DBA name. | | `items[].subject` | string | Ticket subject. | | `items[].priority` | string | Ticket priority: `Low`, `Medium`, `High`, or `Critical`. | | `items[].department` | string | Assigned department. | | `items[].description` | string | Full ticket description. | | `items[].category` | string | Ticket category. | | `items[].subCategory` | string | Ticket sub-category. | | `items[].assigned` | string | Assigned agent name or username. | | `items[].resolution` | string | Resolution notes if the ticket is closed. | | `items[].type` | string | Ticket type classification. | | `items[].created` | string (date-time) | ISO 8601 creation timestamp. | | `items[].updated` | string (date-time) | ISO 8601 last-updated timestamp. | | `items[].hasAttachment` | boolean | `true` if attachments exist on the ticket. | | `items[].creationType` | string | How the ticket was created (`API`, `Portal`, etc.). | | `requestId` | integer | Internal request tracking ID. | | `success` | boolean | `true` if the request completed successfully. | | `error` | string | Error message if the operation failed. | | `validationErrors` | array | List of field-level validation issues. | ```json { "pageNumber": 1, "pageSize": 20, "totalCount": 47, "items": [ { "ticketId": 48291, "status": "InProgress", "merchantProfileId": 70269, "dba": "Sunshine Retail LLC", "subject": "Instant Funding", "priority": "Low", "department": "Underwriting", "description": "Please enable Instant Funding for this merchant.", "category": "Funding", "subCategory": "Instant Funding", "assigned": "underwriter@netevia.com", "resolution": null, "type": "Request", "created": "2026-05-15T09:00:00Z", "updated": "2026-05-20T14:32:00Z", "hasAttachment": true, "creationType": "API" }, { "ticketId": 48305, "status": "New", "merchantProfileId": 70315, "dba": "Harbor Coffee Co", "subject": "Chargeback Inquiry", "priority": "Medium", "department": "CustomerService", "description": "Merchant received chargeback on transaction 8843221.", "category": "Chargebacks", "subCategory": null, "assigned": null, "resolution": null, "type": "Inquiry", "created": "2026-05-22T11:15:00Z", "updated": "2026-05-22T11:15:00Z", "hasAttachment": false, "creationType": "Portal" } ], "requestId": 98131, "success": true, "error": null, "validationErrors": [] } ``` ### Error Codes | Code | When it happens | | ---- | --------------------------------------------------------------------------------------------------------------------------------- | | 400 | Invalid query parameter values — for example, a malformed date-time string or an invalid enum value for `status` or `department`. | | 401 | Invalid or missing Basic Auth credentials. | | 403 | User does not have permission for this operation. | | 404 | Ticket or resource not found. | | 500 | Internal server error. | ### Common Mistakes * Using date strings without timezone information — always supply ISO 8601 timestamps with a timezone offset (e.g., `2026-05-01T00:00:00Z`). * Not supplying `pageNumber` and `pageSize` on large portfolios, which may result in slow responses or truncated result sets. * Filtering by `category` or `subCategory` using display names that differ from the internal enum values stored on the ticket. * Expecting `items` to be populated when there are no matching tickets — an empty array is a valid response. ### Related Endpoints * `GET /api/v1/tickets/getTicketById` — Retrieve full detail for a specific ticket from this list. * `POST /api/v1/tickets/create` — Create a new ticket. * `POST /api/v1/tickets/update` — Update the status of a ticket returned in this list. ### Example ```bash curl -X GET "https://hq.staging.netevia.dev/api/v1/tickets/getTickets?status=InProgress&department=Underwriting&pageNumber=1&pageSize=20" \ -H "Authorization: Basic $(echo -n 'username:password' | base64)" ``` # OpenAPI definition ```json { "openapi": "3.0.0", "info": { "version": "v1", "title": "Netevia HQ | API Documentation", "description": "Netevia HQ | API Documentation" }, "paths": { "/api/v1/tickets/getTickets": { "get": { "tags": [ "Ticket" ], "operationId": "Ticket_GetTickets", "parameters": [ { "name": "createdFrom", "in": "query", "required": false, "schema": { "type": "string", "format": "date-time" } }, { "name": "createdTo", "in": "query", "required": false, "schema": { "type": "string", "format": "date-time" } }, { "name": "status", "in": "query", "required": false, "schema": { "type": "string", "enum": [ "Resolved", "New", "Pending", "InProgress" ] } }, { "name": "merchantId", "in": "query", "required": false, "schema": { "type": "integer", "format": "int32" } }, { "name": "department", "in": "query", "required": false, "schema": { "type": "string", "enum": [ "CustomerService", "Underwriting", "VpayLife", "VpayLifeDeployment" ] } }, { "name": "category", "in": "query", "required": false, "schema": { "type": "string" } }, { "name": "subCategory", "in": "query", "required": false, "schema": { "type": "string" } }, { "name": "hasAttachment", "in": "query", "required": false, "schema": { "type": "boolean" } }, { "name": "pageNumber", "in": "query", "required": false, "schema": { "type": "integer", "format": "int32" } }, { "name": "pageSize", "in": "query", "required": false, "schema": { "type": "integer", "format": "int32" } } ], "responses": { "200": { "description": "OK", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/ApiPagedResult1_TicketDetailsResponse" } }, "text/json": { "schema": { "$ref": "#/components/schemas/ApiPagedResult1_TicketDetailsResponse" } }, "application/xml": { "schema": { "$ref": "#/components/schemas/ApiPagedResult1_TicketDetailsResponse" } }, "text/xml": { "schema": { "$ref": "#/components/schemas/ApiPagedResult1_TicketDetailsResponse" } } } } } } } }, "security": [ { "Basic": [] } ], "servers": [ { "url": "https://hq.staging.netevia.dev" } ], "components": { "securitySchemes": { "Basic": { "type": "http", "description": "Basic HTTP Authentication", "scheme": "basic" } }, "schemas": { "ValidationError": { "type": "object", "properties": { "field": { "type": "string" }, "error": { "type": "string" } } }, "ApiPagedResult1_TicketDetailsResponse": { "type": "object", "properties": { "pageNumber": { "format": "int32", "type": "integer" }, "pageSize": { "format": "int32", "type": "integer" }, "totalCount": { "format": "int32", "type": "integer" }, "items": { "type": "array", "items": { "$ref": "#/components/schemas/TicketDetailsResponse" } }, "data": { "$ref": "#/components/schemas/TicketDetailsResponse" }, "requestId": { "format": "int32", "type": "integer" }, "success": { "type": "boolean" }, "error": { "type": "string" }, "validationErrors": { "type": "array", "items": { "$ref": "#/components/schemas/ValidationError" } } } }, "TicketDetailsResponse": { "type": "object", "properties": { "ticketId": { "format": "int32", "type": "integer" }, "status": { "type": "string" }, "merchantProfileId": { "format": "int32", "type": "integer" }, "dba": { "type": "string" }, "subject": { "type": "string" }, "priority": { "type": "string" }, "department": { "type": "string" }, "description": { "type": "string" }, "category": { "type": "string" }, "subCategory": { "type": "string" }, "assigned": { "type": "string" }, "resolution": { "type": "string" }, "type": { "type": "string" }, "created": { "format": "date-time", "type": "string" }, "updated": { "format": "date-time", "type": "string" }, "hasAttachment": { "type": "boolean" }, "creationType": { "type": "string" } } } } } } ```