NinjaOne Tickets

NinjaOne Ticket Management

Overview

NinjaOne includes a built-in ticketing system that integrates with device monitoring. Tickets can be manually created or auto-generated from alerts, providing a complete service desk solution.

API Endpoints

Create Ticket

POST /api/v2/ticketing/ticket
Content-Type: application/json
Authorization: Bearer {token}

{
  "clientId": 123,
  "subject": "Server disk space critical",
  "description": "C: drive on SERVER-01 is at 95% capacity",
  "priority": "HIGH",
  "status": "OPEN",
  "assignedTechnicianId": 456,
  "deviceId": 789,
  "tags": ["disk", "server", "critical"]
}

Update Ticket

PUT /api/v2/ticketing/ticket/{ticketId}
Content-Type: application/json

{
  "status": "IN_PROGRESS",
  "priority": "MEDIUM",
  "assignedTechnicianId": 456
}

Get Ticket Log Entries

GET /api/v2/ticketing/ticket/{ticketId}/log-entry

Returns all log entries (comments, status changes, time entries) for a ticket.

Ticket Fields

Core Fields

| Field | Type | Required | Description | |-------|------|----------|-------------| | id | integer | System | Auto-generated ID | | subject | string | Yes | Brief issue summary | | description | text | No | Detailed description | | clientId | integer | Yes | Organization ID | | deviceId | integer | No | Related device |

Status Fields

| Field | Type | Description | |-------|------|-------------| | status | string | Current ticket status | | priority | string | Urgency level | | assignedTechnicianId | integer | Assigned tech |

Metadata

| Field | Type | Description | |-------|------|-------------| | tags | array | Categorization tags | | createTime | datetime | Creation timestamp | | updateTime | datetime | Last modified |

Status Values

| Status | Description | |--------|-------------| | OPEN | New ticket, awaiting triage | | IN_PROGRESS | Actively being worked | | WAITING | Waiting for customer/vendor | | ON_HOLD | Paused pending action | | RESOLVED | Issue resolved | | CLOSED | Ticket complete |

Priority Levels

| Priority | Description | SLA Target | |----------|-------------|------------| | CRITICAL | Business down | Immediate | | HIGH | Major impact | 1 hour | | MEDIUM | Moderate impact | 4 hours | | LOW | Minor issue | 24 hours | | NONE | No urgency | Best effort |

Log Entries

Log entries track all ticket activity:

Entry Types

| Type | Description | |------|-------------| | COMMENT | Public or private comment | | STATUS_CHANGE | Status transition | | ASSIGNMENT | Technician assignment change | | TIME_ENTRY | Logged work time |

Log Entry Structure

{
  "id": 123,
  "type": "COMMENT",
  "content": "Investigated and found corrupted index",
  "public": false,
  "createdBy": {
    "id": 456,
    "name": "John Tech"
  },
  "createTime": "2024-02-15T14:30:00Z"
}

Common Workflows

Create Ticket from Alert

1. Receive alert notification
2. Get device and organization context
3. Create ticket with device linked
4. Add alert details to description
5. Set priority based on alert severity
6. Assign to appropriate technician

Ticket Resolution Flow

1. Update status to IN_PROGRESS
2. Add log entries documenting work
3. Log time entries for billing
4. Update status to RESOLVED
5. Add resolution notes
6. Close ticket

Escalation Workflow

1. Review ticket age and SLA
2. Update priority if needed
3. Reassign to senior tech
4. Add escalation note
5. Notify stakeholders

Integration with Devices

Link tickets to devices for context:

{
  "subject": "Outlook crashes repeatedly",
  "deviceId": 12345,
  "description": "User reports Outlook crashes when opening attachments"
}

Benefits:

• Quick access to device details
• View device alerts in ticket context
• Run remote actions from ticket

Tags for Categorization

{
  "tags": [
    "email",
    "outlook",
    "crash",
    "user-reported"
  ]
}

Common tag patterns:

• Issue type: hardware, software, network
• Application: outlook, office, vpn
• Source: user-reported, alert, scheduled
• Priority override: vip, urgent

Best Practices

1. Link to devices - Provides context and quick actions
2. Use descriptive subjects - Include who, what, where
3. Log all work - Essential for billing and knowledge
4. Update status promptly - Keeps queues accurate
5. Use tags consistently - Enables better reporting
6. Document resolution - Helps with future issues

Error Handling

| Code | Description | Resolution | |------|-------------|------------| | 400 | Invalid request | Check required fields | | 404 | Ticket not found | Verify ticket ID | | 403 | Access denied | Check organization permissions | | 422 | Validation error | Review field values |

Related Skills

• [Devices](../devices/SKILL.md) - Device context
• [Alerts](../alerts/SKILL.md) - Alert-to-ticket flow
• [Organizations](../organizations/SKILL.md) - Client context
• [API Patterns](../api-patterns/SKILL.md) - Authentication