Ticket metrics API
The Ticket metrics API provides ticket metric data as well as a list of tickets found in Ticket log.
Permissions
Users calling the Ticket metrics API must have the Metrics API permission as well as a valid and unique API key. To enable API permissions for users, you must have the Manage User Permissions permission. Learn more about administrative permissions and API keys in Flow.
If a user does not have both the Metrics API permission and an API key, they can't use the Ticket metrics API. If your user can't call the Ticket metrics API, verify they have both the permission and a valid API key.
To enable the Metrics API permission for a user, make sure the permission is added to at least one role they are assigned to.
Calling the API
Call the API endpoint over standard HTTPS. Use any tool or programming language that can add the authorization: bearer <API Key> header.
The base URL for the API is https://api.appfireflow.com/ticket-delivery.
Supported parameters
The /metrics endpoints for the Ticket metrics API all require a date_range to specify the date range. The /ticket-log endpoints have no required parameters.
When inputting the date range, it must be in the form: ["YYYY-MM-DDTHH:mm:ss+TZ_offset","YYYY-MM-DDTHH:mm:ss+TZ_offset"].
Learn more about additional parameters for this API in the Swagger documentation (opens in new tab).
Tip: You can also use the Swagger documentation to receive responses from the API. To do this:
Click Authorize.
Put Bearer <Flow API key> in the value field. Click Authorize. You must include Bearer in the field.
Click Try it out. Input parameters as desired.
Click Execute.
Endpoints
This API contains six endpoints in two categories.
The /metrics endpoints contain ticket metric data as displayed in Retrospective.
/metrics: Lists values for each of the main ticket metrics on Retrospective, including: Tickets completed, Velocity, Cycle time, Backflow rate, Queue time, and Jitter./metrics/backflow-sources: Lists the sources of Backflow, along with the number of backflows and their associated tickets./metrics/jitter-sources: Lists the sources of Jitter, along with the number of incidents of each source and their associated tickets./metrics/queuetime-sources: Lists the sources of Queue time, as well as the number of incidents, median Queue time and total Queue time for each source, as well as the associated tickets.
The /ticket-log endpoints contain ticket lists as displayed in Ticket log.
/ticket-log: Lists all tickets as well as their associated ticket-level data./ticket-log/ticket-by-status: Gives the total number of tickets as well as the number of tickets in each state: unmapped, active, waiting, done, canceled, and not started.
/metrics
Parameter | Description | Example |
|---|---|---|
| Specifies the date range to look for tickets in. Tickets moved to a Done state during this date range are included. |
|
| Specifies the number and length of periods to compare the date_range to for trend calculation. For accuracy, these periods must all be the same length as the date_range. |
|
| Flow-created team ID. The API response only includes tickets where the apex user is a member of the team and was an assignee on the ticket while it was in an active state. |
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| Comma separated list of team IDs. |
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| Determines whether data associated with nested teams and team members of the selected team are included in the response. Defaults to false. |
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| Flow-created user ID. The API response only includes tickets where the apex user was an assignee on the ticket while it was in an active state. |
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| Comma separated list of apex user IDs. |
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| Determines which specific ticket projects to include data from. |
|
/metrics/backflow-sources
Parameter | Description | Example |
|---|---|---|
| Specifies the date range to look for tickets in. Tickets moved to a Done state during this date range are included. |
|
| Specifies the number and length of periods to compare the date_range to for trend calculation. For accuracy, these periods must all be the same length as the date_range. |
|
| Flow-created team ID. The API response only includes tickets where the apex user is a member of the team and was an assignee on the ticket while it was in an active state. |
|
| Determines whether data associated with nested teams and team members of the selected team are included in the response. Defaults to false. |
|
| Flow-created user ID. The API response only includes tickets where the apex user was an assignee on the ticket while it was in an active state. |
|
| Determines which specific ticket projects to include data from. |
|
/metrics/jitter-sources
Parameter | Description | Example |
|---|---|---|
| Specifies the date range to look for tickets in. Tickets moved to a Done state during this date range are included. |
|
| Specifies the number and length of periods to compare the date_range to for trend calculation. For accuracy, these periods must all be the same length as the date_range. |
|
| Flow-created team ID. The API response only includes tickets where the apex user is a member of the team and was an assignee on the ticket while it was in an active state. |
|
| Determines whether data associated with nested teams and team members of the selected team are included in the response. Defaults to false. |
|
| Flow-created user ID. The API response only includes tickets where the apex user was an assignee on the ticket while it was in an active state. |
|
| Determines which specific ticket projects to include data from. |
|
/metrics/queuetime-sources
Parameter | Description | Example |
|---|---|---|
| Specifies the date range to look for tickets in. Tickets moved to a Done state during this date range are included. |
|
| Specifies the number and length of periods to compare the date_range to for trend calculation. For accuracy, these periods must all be the same length as the date_range. |
|
| Flow-created team ID. The API response only includes tickets where the apex user is a member of the team and was an assignee on the ticket while it was in an active state. |
|
| Determines whether data associated with nested teams and team members of the selected team are included in the response. Defaults to false. |
|
| Flow-created user ID. The API response only includes tickets where the apex user was an assignee on the ticket while it was in an active state. |
|
| Determines which specific ticket projects to include data from. |
|
/ticket-log
Parameter | Description | Example |
|---|---|---|
| Determines which specific ticket projects to include data from. |
|
| Flow-created team ID. The API response only includes tickets where the apex user is a member of the team and was an assignee on the ticket while it was in an active state. |
|
| Comma separated list of team IDs. |
|
| Flow-created user ID. The API response only includes tickets where the apex user was an assignee on the ticket while it was in an active state. |
|
| Comma separated list of apex user IDs. |
|
| Determines whether to include tickets based only on the current assignee or also on any historical assignee while the ticket was in an active state. Defaults to false. |
|
| The work type of tickets to include. |
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| Determines the response field to sort the response by. |
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| Number of records returned per query. The default value is 50. |
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| Number of records to skip before returning a record. Defaults to 0. |
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| Determines whether data associated with nested teams and team members of the selected team are included in the response. Defaults to false. |
|
/ticket-log/ticket-by-status
Parameter | Description | Example |
|---|---|---|
| Determines which specific ticket projects to include data from. |
|
| Flow-created team ID. The API response only includes tickets where the apex user is a member of the team and was an assignee on the ticket while it was in an active state. |
|
| Comma separated list of team IDs. |
|
| Flow-created user ID. The API response only includes tickets where the apex user was an assignee on the ticket while it was in an active state. |
|
| Comma separated list of apex user IDs. |
|
| Determines whether to include tickets based only on the current assignee or also on any historical assignee while the ticket was in an active state. Defaults to false. |
|
| The work type of tickets to include. |
|
| Determines the response field to sort the response by. |
|
| Number of records returned per query. The default value is 50. |
|
| Number of records to skip before returning a record. Defaults to 0. |
|
| Determines whether data associated with nested teams and team members of the selected team are included in the response. Defaults to false. |
|