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Ticketing API

The Ticketing Agent provides APIs for incident management, platform configuration, severity routing, and connectivity testing. Base URL: http://logclaw-ticketing-agent:18081 Dashboard proxy: /api/ticketing/*

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Incidents

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List Incidents

GET /api/incidents
Returns all tracked incidents with their current state and metadata.

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Response

[
  {
    "id": "inc-20240301-001",
    "title": "High error rate on payment-api",
    "severity": "critical",
    "status": "open",
    "service": "payment-api",
    "anomalyScore": 4.2,
    "affectedServices": ["payment-api", "order-engine", "notification-svc"],
    "traceId": "abcdef1234567890",
    "createdAt": "2024-03-01T15:30:00Z",
    "updatedAt": "2024-03-01T15:30:00Z",
    "platforms": ["pagerduty", "jira", "slack"]
  }
]

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Acknowledge Incident

POST /api/incidents/:id/acknowledge
Transition an incident from open to acknowledged.

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Response

{
  "id": "inc-20240301-001",
  "status": "acknowledged",
  "acknowledgedAt": "2024-03-01T15:35:00Z"
}

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Resolve Incident

POST /api/incidents/:id/resolve
Transition an incident to resolved.

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Response

{
  "id": "inc-20240301-001",
  "status": "resolved",
  "resolvedAt": "2024-03-01T16:00:00Z"
}

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Escalate Incident

POST /api/incidents/:id/escalate
Escalate an incident to higher-priority platforms.

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Response

{
  "id": "inc-20240301-001",
  "status": "escalated",
  "escalatedAt": "2024-03-01T15:45:00Z",
  "escalatedTo": ["pagerduty"]
}

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Runtime Configuration

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Get Full Configuration

GET /api/v1/config
Returns the complete runtime configuration including all platform settings, routing rules, anomaly thresholds, and LLM configuration.

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Response

{
  "platforms": {
    "pagerduty": { "enabled": true, "routingKey": "****" },
    "jira": { "enabled": true, "baseUrl": "https://org.atlassian.net" },
    "servicenow": { "enabled": false },
    "opsgenie": { "enabled": false },
    "slack": { "enabled": true, "webhookUrl": "****" }
  },
  "routing": {
    "critical": ["pagerduty", "slack", "jira"],
    "high": ["jira", "slack"],
    "medium": ["jira"],
    "low": ["slack"]
  },
  "anomaly": {
    "minimumScore": 0.85,
    "lookbackWindow": "15m"
  },
  "llm": {
    "provider": "openai",
    "model": "gpt-4"
  }
}
Sensitive fields (API keys, tokens, passwords) are masked with **** in the response. Use the PATCH endpoints to update them.

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Update Platform Settings

PATCH /api/v1/config/platforms
Update one or more ticketing platform configurations.

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Request Body

{
  "pagerduty": {
    "enabled": true,
    "routingKey": "your-pagerduty-routing-key"
  },
  "slack": {
    "enabled": true,
    "webhookUrl": "https://hooks.slack.com/services/T.../B.../..."
  }
}

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Required Fields Per Platform

PlatformRequired Fields
PagerDutyroutingKey
JirabaseUrl, apiToken, userEmail
ServiceNowinstanceUrl, username, password
OpsGenieapiKey
SlackwebhookUrl

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Response

{
  "status": "ok",
  "updated": ["pagerduty", "slack"]
}

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Update Routing Rules

PATCH /api/v1/config/routing
Configure which platforms receive incidents for each severity level.

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Request Body

{
  "critical": ["pagerduty", "slack", "jira"],
  "high": ["jira", "slack"],
  "medium": ["jira"],
  "low": ["slack"]
}

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Response

{
  "status": "ok",
  "routing": {
    "critical": ["pagerduty", "slack", "jira"],
    "high": ["jira", "slack"],
    "medium": ["jira"],
    "low": ["slack"]
  }
}

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Update Anomaly Settings

PATCH /api/v1/config/anomaly

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Request Body

{
  "minimumScore": 0.9,
  "lookbackWindow": "30m"
}
FieldTypeDefaultDescription
minimumScorenumber0.85Minimum anomaly score to trigger incident creation
lookbackWindowstring15mTime window for anomaly grouping and deduplication

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Update LLM Settings

PATCH /api/v1/config/llm

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Request Body

{
  "provider": "openai",
  "model": "gpt-4",
  "apiKey": "sk-..."
}

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Connectivity Testing

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Test Platform Connection

POST /api/v1/test-connection
Verify connectivity to a ticketing platform.

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Request Body

{
  "platform": "pagerduty"
}

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Success Response

{
  "status": "ok",
  "platform": "pagerduty",
  "message": "Connection successful"
}

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Failure Response

{
  "status": "error",
  "platform": "pagerduty",
  "message": "Invalid routing key"
}

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Test LLM Connection

POST /api/v1/test-llm
Verify connectivity to the configured LLM provider.

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Success Response

{
  "status": "ok",
  "provider": "openai",
  "model": "gpt-4",
  "message": "LLM connection successful"
}

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Batch Operations

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Batch Update Incidents

POST /api/v1/incidents/batch
Perform bulk operations on multiple incidents at once. Supports acknowledge, resolve, and escalate actions.

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Request Body

{
  "ids": ["inc-20240301-001", "inc-20240301-002", "inc-20240301-003"],
  "action": "acknowledge"
}
FieldTypeRequiredDescription
idsstring[]YesArray of incident IDs to update
actionstringYesOne of: acknowledge, resolve, escalate

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Response

{
  "updated": 3,
  "action": "acknowledge",
  "ids": ["inc-20240301-001", "inc-20240301-002", "inc-20240301-003"]
}

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Audit Trail

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Get Incident Audit Log

GET /api/v1/audit?incident_id=:id
Returns the full state-change audit trail for a specific incident. Every acknowledge, resolve, escalate, and reopen action is logged with a timestamp.

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Query Parameters

ParameterTypeRequiredDescription
incident_idstringYesThe incident ID to retrieve the audit trail for

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Response

{
  "incident_id": "inc-20240301-001",
  "entries": [
    {
      "action": "created",
      "timestamp": "2024-03-01T15:30:00Z",
      "details": "Incident created from anomaly detection"
    },
    {
      "action": "acknowledged",
      "timestamp": "2024-03-01T15:35:00Z",
      "details": "Status changed from open to acknowledged"
    },
    {
      "action": "escalated",
      "timestamp": "2024-03-01T15:45:00Z",
      "details": "Escalated to pagerduty"
    },
    {
      "action": "resolved",
      "timestamp": "2024-03-01T16:00:00Z",
      "details": "Status changed to resolved"
    }
  ]
}

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LLM Status

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Get LLM Provider Status

GET /api/v1/llm-status
Returns the current status and health of the configured LLM provider, including whether it is reachable and the configured model.

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Response (Healthy)

{
  "status": "ok",
  "provider": "openai",
  "model": "gpt-4",
  "available": true
}

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Response (Degraded / Unreachable)

{
  "status": "degraded",
  "provider": "openai",
  "model": "gpt-4",
  "available": false,
  "error": "Connection timeout after 5s"
}
When the LLM provider is unreachable, the Ticketing Agent continues to create incidents using rule-based fallback RCA instead of AI-generated root cause analysis. The Dashboard displays a “Fallback” badge on affected incidents.

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Deduplication

The Ticketing Agent automatically deduplicates incoming anomalies to prevent duplicate incidents. Two anomalies are considered duplicates when they share the same service name, severity level, and occur within the configured lookback window. When a duplicate is detected:
  • No new incident is created
  • The existing incident’s updatedAt timestamp is refreshed
  • The anomaly count is incremented on the existing incident
Configure the deduplication window via the anomaly settings endpoint: 
PATCH /api/v1/config/anomaly

{
  "lookbackWindow": "30m"
}