# Ticket Automatic Tasks

https://dev.wisecp.com/es/ticket-automatic-tasks

The five endpoints that set up and manage the rules running on tickets by themselves.

## Overview

Automatic tasks are rules that run on tickets **by themselves**. Every task has two halves: the **conditions** saying which tickets it looks at, and the **results** saying what it does to them.

The conditions are department, status, priority and waiting time. The results are moving a ticket, turning its status, changing its priority, assigning it, locking it and replying to the client. A task has to carry **at least one field from each half**.

The commonest use is closing solved tickets after a while. Take care when a task sends a reply: the rule **mails the client** on every ticket it matches.

## Reference

### Listing the Tasks

get/api/v1/admin/tickets/auto-tasks

`Tickets/GetTicketAutoTasks` admin

Returns the rules that run on tickets by themselves.

Response fields data[] — 14

idintThe task id.

namestringThe task name.

departmentsstring[]Condition: which departments. Empty means it does not care.

statusesstring[]Condition: which statuses.

prioritiesint[]Condition: which priorities.

delay_timeintCondition: how long the ticket has been waiting.

departmentintResult: moves the ticket to this department.

statusstringResult: turns the status into this.

priorityintResult: sets the priority to this.

assign_tointResult: assigns the ticket to this person.

mark_lockedboolResult: locks the ticket.

templatestringResult: the prepared reply to use.

repeat_actionboolWhether it runs again each time the condition holds.

replyobjectResult: the reply text to send, per language.

Errors 1

insufficient_scope403The key lacks the required scope.

Request cURL JavaScript PHP (HTTP) PHP (Internal)

```bash
curl 'https://panel.example.com/api/v1/admin/tickets/auto-tasks' \
  -H "Authorization: Bearer $API_KEY"
```

```javascript
const res  = await fetch('https://panel.example.com/api/v1/admin/tickets/auto-tasks', {
  headers: { Authorization: `Bearer ${apiKey}` },
});
const body = await res.json();
```

```php
$ch = curl_init('https://panel.example.com/api/v1/admin/tickets/auto-tasks');
curl_setopt_array($ch, [
    CURLOPT_RETURNTRANSFER => true,
    CURLOPT_HTTPHEADER     => ['Authorization: Bearer ' . $apiKey],
]);

$body = json_decode(curl_exec($ch), true);
curl_close($ch);
```

```php
// Each row carries both CONDITION and RESULT fields side by side; read them apart.
$tasks = Api::Tickets()->GetTicketAutoTasks()['data'];
```

### Creating a Task

post/api/v1/admin/tickets/auto-tasks

`Tickets/CreateTicketAutoTask` admin condition and result both needed

Sets up a new rule to run on tickets.

Body 13

namestringreqThe task name.

departmentsstring[]**Condition**: tickets in these departments.

statusesstring[]**Condition**: tickets in these statuses.

prioritiesint[]**Condition**: tickets at these priorities.

delay_timeint**Condition**: tickets waiting this long.

departmentint**Result**: move to this department.

statusstring**Result**: turn the status into this.

priorityint**Result**: set the priority to this.

assign_toint**Result**: assign it to this person.

mark_lockedbool**Result**: lock the ticket.

templatestring**Result**: use this prepared reply.

replyobject**Result**: send this text, per language.

repeat_actionboolRuns it again each time the condition holds.

Response fields 201 — data

dataobjectThe task created. Same shape as a list item.

Errors 4

name_required422The task name is empty.

trigger_required422No condition was given.

action_required422No result was given.

insufficient_scope403The key lacks the required scope.

Request cURL JavaScript PHP (HTTP) PHP (Internal)

```bash
curl -X POST 'https://panel.example.com/api/v1/admin/tickets/auto-tasks' \
  -H "Authorization: Bearer $API_KEY" \
  -H 'Content-Type: application/json' \
  -d '{"name":"Cozulenleri kapat","statuses":["solved"],"delay_time":72,"mark_locked":true}'
```

```javascript
const res = await fetch('https://panel.example.com/api/v1/admin/tickets/auto-tasks', {
  method: 'POST',
  headers: {
    Authorization: `Bearer ${apiKey}`,
    'Content-Type': 'application/json',
  },
  body: JSON.stringify({
    name: 'Close solved tickets',
    statuses: ['solved'],      // kosul
    delay_time: 72,            // kosul
    mark_locked: true,         // sonuc
  }),
});

const body = await res.json();
```

```php
$ch = curl_init('https://panel.example.com/api/v1/admin/tickets/auto-tasks');
curl_setopt_array($ch, [
    CURLOPT_RETURNTRANSFER => true,
    CURLOPT_POST           => true,
    CURLOPT_HTTPHEADER     => [
        'Authorization: Bearer ' . $apiKey,
        'Content-Type: application/json',
    ],
    CURLOPT_POSTFIELDS => json_encode([
        'name'        => 'Close solved tickets',
        'statuses'    => ['solved'],
        'delay_time'  => 72,
        'mark_locked' => true,
    ]),
]);

$body = json_decode(curl_exec($ch), true);
curl_close($ch);
```

```php
// At least ONE condition and ONE result are needed; sending only conditions gives a 422.
Api::Tickets()->CreateTicketAutoTask([
    'name'        => 'Close solved tickets',
    'statuses'    => ['solved'],   // condition
    'delay_time'  => 72,           // condition
    'mark_locked' => true,         // result
]);
```

### Reading One Task

get/api/v1/admin/tickets/auto-tasks/{tid}

`Tickets/GetTicketAutoTask` admin

Returns a single automatic task.

Response fields data — 14

idintThe task id.

namestringThe task name.

departmentsstring[]Condition: which departments. Empty means it does not care.

statusesstring[]Condition: which statuses.

prioritiesint[]Condition: which priorities.

delay_timeintCondition: how long the ticket has been waiting.

departmentintResult: moves the ticket to this department.

statusstringResult: turns the status into this.

priorityintResult: sets the priority to this.

assign_tointResult: assigns the ticket to this person.

mark_lockedboolResult: locks the ticket.

templatestringResult: the prepared reply to use.

repeat_actionboolWhether it runs again each time the condition holds.

replyobjectResult: the reply text to send, per language.

Errors 2

not_found404No such task.

insufficient_scope403The key lacks the required scope.

Request cURL JavaScript PHP (HTTP) PHP (Internal)

```bash
curl 'https://panel.example.com/api/v1/admin/tickets/auto-tasks/3' \
  -H "Authorization: Bearer $API_KEY"
```

```javascript
const res  = await fetch(`https://panel.example.com/api/v1/admin/tickets/auto-tasks/${tid}`, {
  headers: { Authorization: `Bearer ${apiKey}` },
});
const body = await res.json();
```

```php
$ch = curl_init('https://panel.example.com/api/v1/admin/tickets/auto-tasks/' . $tid);
curl_setopt_array($ch, [
    CURLOPT_RETURNTRANSFER => true,
    CURLOPT_HTTPHEADER     => ['Authorization: Bearer ' . $apiKey],
]);

$body = json_decode(curl_exec($ch), true);
curl_close($ch);
```

```php
// An empty condition field does NOT narrow the task, it widens it: every department matches.
$task = Api::Tickets()->GetTicketAutoTask(['tid' => $tid])['data'];
```

### Updating a Task

patch/api/v1/admin/tickets/auto-tasks/{tid}

`Tickets/UpdateTicketAutoTask` admin

Changes the task fields you send.

Body 13

namestringreqThe task name.

departmentsstring[]**Condition**: tickets in these departments.

statusesstring[]**Condition**: tickets in these statuses.

prioritiesint[]**Condition**: tickets at these priorities.

delay_timeint**Condition**: tickets waiting this long.

departmentint**Result**: move to this department.

statusstring**Result**: turn the status into this.

priorityint**Result**: set the priority to this.

assign_toint**Result**: assign it to this person.

mark_lockedbool**Result**: lock the ticket.

templatestring**Result**: use this prepared reply.

replyobject**Result**: send this text, per language.

repeat_actionboolRuns it again each time the condition holds.

Response fields data — 14

dataobjectThe task as it now stands. Same shape as a list item.

Errors 5

name_required422The task name was emptied.

trigger_required422No condition remains after the change.

action_required422No result remains after the change.

not_found404No such task.

insufficient_scope403The key lacks the required scope.

Request cURL JavaScript PHP (HTTP) PHP (Internal)

```bash
curl -X PATCH 'https://panel.example.com/api/v1/admin/tickets/auto-tasks/3' \
  -H "Authorization: Bearer $API_KEY" \
  -H 'Content-Type: application/json' \
  -d '{"delay_time":48}'
```

```javascript
const res = await fetch(`https://panel.example.com/api/v1/admin/tickets/auto-tasks/${tid}`, {
  method: 'PATCH',
  headers: {
    Authorization: `Bearer ${apiKey}`,
    'Content-Type': 'application/json',
  },
  body: JSON.stringify({ delay_time: 48 }),
});

const body = await res.json();
```

```php
$ch = curl_init('https://panel.example.com/api/v1/admin/tickets/auto-tasks/' . $tid);
curl_setopt_array($ch, [
    CURLOPT_RETURNTRANSFER => true,
    CURLOPT_CUSTOMREQUEST  => 'PATCH',
    CURLOPT_HTTPHEADER     => [
        'Authorization: Bearer ' . $apiKey,
        'Content-Type: application/json',
    ],
    CURLOPT_POSTFIELDS => json_encode(['delay_time' => 48]),
]);

$body = json_decode(curl_exec($ch), true);
curl_close($ch);
```

```php
// The condition-and-result rule is checked on the MERGED set: emptying the last one fails.
Api::Tickets()->UpdateTicketAutoTask(['tid' => $tid, 'delay_time' => 48]);
```

### Deleting a Task

delete/api/v1/admin/tickets/auto-tasks/{tid}

`Tickets/DeleteTicketAutoTask` admin

Removes an automatic task.

Response fields data — 2

deletedboolWhether the delete ran.

idintThe id of the task removed.

Errors 2

not_found404No such task.

insufficient_scope403The key lacks the required scope.

Request cURL JavaScript PHP (HTTP) PHP (Internal)

```bash
curl -X DELETE 'https://panel.example.com/api/v1/admin/tickets/auto-tasks/3' \
  -H "Authorization: Bearer $API_KEY"
```

```javascript
const res = await fetch(`https://panel.example.com/api/v1/admin/tickets/auto-tasks/${tid}`, {
  method: 'DELETE',
  headers: { Authorization: `Bearer ${apiKey}` },
});

const body = await res.json();
```

```php
$ch = curl_init('https://panel.example.com/api/v1/admin/tickets/auto-tasks/' . $tid);
curl_setopt_array($ch, [
    CURLOPT_RETURNTRANSFER => true,
    CURLOPT_CUSTOMREQUEST  => 'DELETE',
    CURLOPT_HTTPHEADER     => ['Authorization: Bearer ' . $apiKey],
]);

$body = json_decode(curl_exec($ch), true);
curl_close($ch);
```

```php
// There is NO switch to pause a task; deleting it is the only way to stop it.
Api::Tickets()->DeleteTicketAutoTask(['tid' => $tid]);
```

## Pitfalls

> **A condition and a result are both needed**
> 
> A task has to carry at least one **condition** and at least one **result**. Sending conditions alone gives a match that does nothing, and sending results alone would give a rule applying to every ticket. Either one missing means the call is refused.

> **An empty condition widens rather than narrows**
> 
> A condition field left empty **draws no distinction**: an empty department list matches tickets in every department. Reading that as "none" leads to writing a rule that touches the whole installation. To narrow the reach, fill the field in rather than leaving it empty.

> **The reply result really sends mail**
> 
> A task with the reply field filled writes that text on **every ticket** matching the condition, and mail goes to the client. Paired with a wide condition, one rule change reaches hundreds of clients at once. Try a new reply rule against a narrow condition first.

> **The repeat option makes a rule ongoing**
> 
> With repeat on, a task runs again **every time** the condition holds. On a rule that replies, that can mean the same text reaching the same client over and over. Leave repeat off for work that should happen once.

> **A task cannot be paused**
> 
> Automatic tasks have **no live switch**; deleting a rule is the only way to stop it. To pause one, save its definition on your side, delete it and create it again later. The recreated task comes back with a **new id**.

## Related Articles

- [Ticket Settings](https://dev.wisecp.com/en/ticket-settings)
- [Managing Tickets](https://dev.wisecp.com/en/managing-tickets)
- [Ticket Reference Lists](https://dev.wisecp.com/en/ticket-reference-lists)