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 - Device context
• Alerts - Alert-to-ticket flow
• Organizations - Client context
• API Patterns - Authentication