Get ticket detail

This endpoint requires authentication. Only users with the ADMIN, MESA, or AREA role may access it. AREA agents can only retrieve tickets assigned to their own area.

Request

GET /api/tickets/{ticket_id}

Path parameters

ticket_id

string

required

UUID of the ticket to retrieve (e.g. e3b2c1d4-5a6f-7890-abcd-ef1234567890).

Response

Returns a 200 OK with the full ticket detail bundle sourced from fn_ticket_detalle_bundle. The bundle includes the ticket record, requester information, full history log, and any attached notes or responses. The exact shape of the bundle matches the internal service output. Key top-level sections are described below.

ticket

object

required

Core ticket record.

Show properties

uuid

string

required

Internal UUID of the ticket.

label

string

required

Human-readable ticket reference.

tipo_solicitud

string

required

Request type (e.g. INCIDENTE, PETICION).

categoria

string

required

Category the ticket was filed under.

subcategoria

string

Subcategory, if provided.

asunto

string

Short subject line, if provided.

descripcion

string

required

Full description of the request or issue.

estado

string

required

Current status of the ticket.

prioridad

string

required

Current priority level name.

area_asignada

string

required

Area the ticket is currently assigned to.

sla_horas

number

required

SLA hours allocated to this ticket.

fecha_limite_sla

string

required

ISO 8601 SLA deadline timestamp.

creado_en

string

required

ISO 8601 creation timestamp.

actualizado_en

string

required

ISO 8601 last-updated timestamp.

solicitante

object

required

Information about the requester.

Show properties

nombre

string

required

Full name of the requester.

string

required

Email address of the requester.

telefono

string

Phone number, if provided.

tieneWhatsapp

boolean

required

Whether the phone number has WhatsApp enabled.

documento

string

Identity document number, if provided.

empresaDepartamento

string

Company or department, if provided.

historial

object[]

required

Chronological list of all actions taken on this ticket.

Show item properties

fecha

string

required

ISO 8601 timestamp of the action.

accion

string

required

Action code (e.g. CAMBIO_ESTADO, RESPUESTA, REASIGNACION).

motivo

string

Reason or note recorded with the action.

actor_nombre

string

required

Full name of the agent who performed the action.

actor_rol

string

required

Role of the agent who performed the action.

estado_antes

string

Status before the action, if a status change occurred.

estado_despues

string

Status after the action, if a status change occurred.

prioridad_antes

string

Priority before the action, if a priority change occurred.

prioridad_despues

string

Priority after the action, if a priority change occurred.

area_antes

string

Area before the action, if a reassignment occurred.

area_despues

string

Area after the action, if a reassignment occurred.

Error codes

Status	Description
`401`	Missing or invalid authentication token.
`403`	Your role does not permit access, or (for `AREA` agents) the ticket is assigned to a different area.
`404`	No ticket found with the specified UUID.

curl --request GET \
  --url https://api.example.com/api/tickets/e3b2c1d4-5a6f-7890-abcd-ef1234567890 \
  --header 'Authorization: Bearer <your_token>'

{
  "ticket": {
    "uuid": "e3b2c1d4-5a6f-7890-abcd-ef1234567890",
    "label": "TKT-2026-00042",
    "tipo_solicitud": "INCIDENTE",
    "categoria": "Sistemas",
    "subcategoria": "Correo electrónico",
    "asunto": "No puedo acceder al correo corporativo",
    "descripcion": "Desde esta mañana no puedo iniciar sesión en el correo corporativo. El sistema muestra error 403.",
    "estado": "EN_PROCESO",
    "prioridad": "ALTA",
    "area_asignada": "TECNOLOGIA",
    "sla_horas": 4,
    "fecha_limite_sla": "2026-03-24T13:15:00Z",
    "creado_en": "2026-03-24T09:15:00Z",
    "actualizado_en": "2026-03-24T10:30:00Z"
  },
  "solicitante": {
    "nombre": "Ana García",
    "email": "[email protected]",
    "telefono": "3001234567",
    "tieneWhatsapp": true,
    "documento": null,
    "empresaDepartamento": "Recursos Humanos"
  },
  "historial": [
    {
      "fecha": "2026-03-24T10:30:00Z",
      "accion": "CAMBIO_ESTADO",
      "motivo": "Escalado a infraestructura",
      "actor_nombre": "Carlos Méndez",
      "actor_rol": "MESA",
      "estado_antes": "ABIERTO",
      "estado_despues": "EN_PROCESO",
      "prioridad_antes": null,
      "prioridad_despues": null,
      "area_antes": "MESA",
      "area_despues": "TECNOLOGIA"
    }
  ]
}

Authentication

Tickets

Request

Path parameters

Response

Error codes

Build docs developers (and LLMs) love

Authentication

Tickets

​Request

​Path parameters

​Response

​Error codes

Build docs developers (and LLMs) love

Request

Path parameters

Response

Error codes