FORMAT: 1A HOST: https://api.pd-oneview.net/chat-ticket

pd-oneview-chat-ticket

chat ticket plugin that will integrate case-management-agent service into 1vu

Agent Tickets [/v1/{agentID}/tickets]

agent assigned tickets

• Parameters

  • agentID (required, string, f4b8f8e5-365a-4ed1-a122-0f4ba1afef44)

• Attributes (array[Ticket])

Get agent tickets [GET]

• Request

  • Headers

      Authorization: bearer token

• Response 200 (application/json)

  • Attributes (array[Ticket])

• Response 400 (application/json)

  • Attributes (Error_400)

• Response 403 (application/json)

  • Attributes (Error_403)

• Response 404 (application/json)

  • Attributes (Error_404)

• Response 500 (application/json)

  • Attributes (Error)

Agent Online Status [/v1/{agentID}/online]

update agent status as online to begin receive ticket

• Parameters
  • agentID (required, string, f4b8f8e5-365a-4ed1-a122-0f4ba1afef44)

Get agent login status [PUT]

• Request

  • Headers

      Authorization: bearer token

• Response 200 (application/json)

  • Attributes (AgentInfo)

• Response 400 (application/json)

  • Attributes (Error_400)

• Response 403 (application/json)

  • Attributes (Error_403)

• Response 404 (application/json)

  • Attributes (Error_404)

• Response 500 (application/json)

  • Attributes (Error)

Agent Online Status [/v1/{agentID}/offline]

update agent status as offline to stop receive ticket

• Parameters
  • agentID (required, string, f4b8f8e5-365a-4ed1-a122-0f4ba1afef44)

Get agent login status [PUT]

• Request

  • Headers

      Authorization: bearer token

• Response 200 (application/json)

  • Attributes (AgentInfo)

• Response 400 (application/json)

  • Attributes (Error_400)

• Response 403 (application/json)

  • Attributes (Error_403)

• Response 404 (application/json)

  • Attributes (Error_404)

• Response 500 (application/json)

  • Attributes (Error)

Data Structures

int32 (number)

int64 (number)

Error (object)

• errorCode (int64)
• errorMessage (string)

Error_401 (object)

• errorCode : 401 (int64)
• errorMessage : not authorize (string)

Error_404 (object)

• errorCode : 404 (int64)
• errorMessage : not found (string)

Error_403 (object)

• errorCode : 403 (int64)
• errorMessage : forbidden (string)

Error_400 (object)

• errorCode : 400 (int64)
• errorMessage : bad request (string)

Error_500 (object)

• errorCode : 500 (int64)
• errorMessage : internal server error (string)

AgentInfo

• id : f4b8f8e5-365a-4ed1-a122-0f4ba1afef44 (string, required) - agent id
• name : somename (string) - agent name
• lastLoginTime : 1572499999 (int64) - time at which agent login last time
• updatedAt : 1572499999 (int64) - time at which agent status updated
• agentTimeInStatus : 1572499999 (int64) - duration of current agent status

Ticket

• id : f4b8f8e5-365a-4ed1-a122-0f4ba1afef44 (string, required) - ticket id
• ticketStatus (TicketStatus) - ticket latest status
• assignedTime : 1572499999 (int64) - time at which this ticket assigned to agent
• createdAt : 1572499999 (int64) - time at which this ticket created
• queue : english (string) - ticket queue name
• channel : chat (string) - ticket channel type
• content (object) - ticket contents
• metadata (Metadata) - ticket metadata, this metadata only showing particular metadata to agent
• statusReason : Internal State Change by Workflow Server (string) - why the ticket has current status
• priority : 1 (int32) - priority of the ticket, use this as sort reference
• customer (Customer) - customer which ticket created for

Metadata

• ccr : delivery - wrong address (string) - costumer contact reason
• agentJwt : token (string) - agent jwt
• roomId : token (string) - chat room id
• roomName : token (string) - chat room name
• roomSubscriptionToken : token (string) - token for room subscription
• orderId : sdw-srr(string) - order id
• agentAccesses (array[string]) - agent accesses information

Customer

• id : '989899854090030232934sdfdsdf32dd4sdfdsddffdummycustomerid2' (string) - customer id
• firstName : 'hugo' (string) - customer first name
• lastName : 'dan' (string) - customer last name

TicketStatus (enum)

• ASSIGNED
• ESCALATED
• CLOSED