***

title: Sysaid Ticketing Integration Overview
position: 5
excerpt: ''
deprecated: false
hidden: false
metadata:
title: ''
description: ''
robots: index
next:
description: ''
---------------

## File Tickets

![](https://files.readme.io/3fdbb88-small-Untitled_-_2023-05-02T155249.995.png)

### Behind the scenes

When the employee wants help with an issue that doesn’t ticket, Moveworks will provide the user utterance as the `title` and `description`.

```
curl --location --request POST '{{base_url}}/api/v1/sr' \
--header 'Authorization: Basic {{auto-generated-token}}' \
--header 'Cookie: JSESSIONID={{auto-generated cookie}} \
--data-raw '{
    "info": [
        {
            "key":"title", "value": "I'm having issues with my VPN"
        },
        {
            "key":"request_user", "value": "{{requestor_id}}"
        },
        {
            "key":"description", "value": "I am having issues with my VPN"
        }
    ]
}'
```

Optionally, the end-employees can choose to provide more details to the ticket & attachments, those will be served via the `description` and `attachment` fields in the API.

## Ticket Notifications

Your users will also receive ticket notifications when:

### Comment added to a ticket

![](https://files.readme.io/73a3591-small-Untitled_-_2023-05-02T155445.644.png)

### Ticket is closed

![](https://files.readme.io/58284dc-small-Untitled_-_2023-05-02T155945.284.png)

## Ticket Nudges

Ticket Nudge works to ensure that tickets are not lost in the shuffle by checking for ticket updates every 10 seconds. They are delivered when:\
• Ticket state is New or In Progress &\
• Ticket has had no employee-facing comments for 3 days

![](https://files.readme.io/fa8622c-small-Untitled_-_2023-05-02T160616.844.png)

## View Tickets

Employees can check status of their tickets in real-time. We support the following query patterns:

* View List of Tickets by Check Status

* View Ticket by Subject Matter\
  ![](https://files.readme.io/acaa226-small-Untitled_-_2023-05-01T100702.028.png)
  ```
  curl --location --request GET '{{base_url}}/api/v1/sr?request_user={{user_id}}' \
  --header 'Authorization: Basic {{auto-generated-token}}' \
  --header 'Cookie: JSESSIONID={{auto-generated cookie}}'
  ```

* View Ticket by Ticket Number\
  ![](https://files.readme.io/fe75f5c-small-Untitled_-_2023-05-01T100915.638.png)
  ```
  curl --location --request GET '{{base_url}}/api/v1/sr/{{ticket_id}}' \
  --header 'Authorization: Basic {{auto-generated-token}}' \
  --header 'Cookie: JSESSIONID={{auto-generated cookie}}'
  ```

## Add comments to tickets

![](https://files.readme.io/8f7892a-small-Untitled_-_2023-05-02T162032.396.png)

### Behind the scenes

When the employee adds comment to a ticket, we will pass it as a `note` and set the status of the ticket to `Open`.

```
curl --location --request PUT '{{base_url}}/api/v1/sr/{{ticket_id}}' \
--header 'Authorization: Basic {{auto-generated-token}}' \
--header 'Cookie: JSESSIONID={{auto-generated cookie}} \
--data-raw '{
    "id": "12345",
    "info": [
        {
            "key":"notes", "value": [
                {
                    "userName": "{{user_name}}",
                    "createDate": 1657304389000,
                    "text": "Hey I need help with my laptop."
                }
            ]
        },
        {
            "key": "status", "value": "1"
        }
    ]
}'
```

## Close Tickets

![](https://files.readme.io/648d00a-small-Untitled_-_2023-05-02T162357.498.png)

### Behind the scenes

When the employee closes a ticket, we will call the /close endpoint that sets the ticket status to `closed` & provide a default `solution` into the ticket.

```
curl --location --request PUT '{{base_url}}/api/v1/sr/{{ticket_id}}/close' \
--header 'Authorization: Basic {{auto-generated-token}' \
--header 'Cookie: JSESSIONID={{auto-generated cookie}} \
--data-raw '{
    "solution": "Was able to fix the VPN issue by providing the required privileges to the user."
}'
```

## Reopen Tickets

When the employee asks to re-open their ticket, they can always do so (whether the state is `Closed - Verified` or just `Closed`), Moveworks will set the ticket status to `Reopened by End User` to reopen it.

![](https://files.readme.io/c0fad3d-small-Untitled_-_2023-05-01T101918.815.png)

```
curl --location --request PUT 'https://moveworks.sysaidit.com/api/v1/sr/{{ticket_id}}' \
--header 'Authorization: Basic {{auto-generated-token}' \
--header 'Cookie: JSESSIONID={{auto-generated cookie}} \
--data-raw '{
    "id": "{{ticket_id}}",
    "info": [
        {
            "key": "status", "value": "8"
        }
    ]
}'
```

#