FORMAT: 1A VERSION: 1.0.0 HOST: https://api.pd-oneview.net/ticket-detail

pd-oneview-ticket-detail

ticket detail plugin for case-management-workflow service into 1vu integration

ticket escalation v2 [/v2/tickets/{ticketID}/escalate]

escalate ticket handling

• Parameters

  • ticketID (required, string, vsba-nhas)

• Attributes (Ticket)

escalate ticket [POST]

• Request

  • Headers

      Authorization: bearer token
      X-Agent-User-ID: [email protected]

• Attributes (TicketEscalateV2Param)

• Response 200 (application/json)

  • Attributes (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_500)

Get escalation departments [/v2/escalation/departments]

get escalation departments [GET]

• Request

  • Headers

      Authorization: bearer token

• Response 200 (application/json)

  • Attributes (array[EscalationDepartments], fixed-type)

• Response 401 (application/json)

  • Attributes (Error)

• Response 403 (application/json)

  • Attributes (Error_403)

• Response 404 (application/json)

  • Attributes (Error)

• Response 500 (application/json)

Data Structures

int32 (number)

int64 (number)

error_object (object)

• status (string)
• title (string)

Error (object)

• errors (array[error_object])

Error_401 (object)

• errors (array)
  • • (error_object)
      • status: 401 (string)
      • title: not authorize (string)

Error_404 (object)

• errors (array)
  • • (error_object)
      • status: 404 (string)
      • title: not found (string)

Error_403 (object)

• errors (array)
  • • (error_object)
      • status: 403 (string)
      • title: forbidden (string)

Error_400 (object)

• errors (array)
  • • (error_object)
      • status: 400 (string)
      • title: bad request (string)

Error_409 (object)

• errors (array)
  • • (error_object)
      • status: 409 (string)
      • title: conflict (string)

Error_500 (object)

• errors (array)
  • • (error_object)
      • status: 500 (string)
      • title: internal server error (string)

Ticket

• id : f4b8f8e5-365a-4ed1-a122-0f4ba1afef44 (string, required) - ticket id
• Assignee : 'agent' (string) - assigned agent
• UpdatedAt : 1572499999 (int64) - time at which this ticket status changed
• createdAt : 1572499999 (int64) - time at which this ticket created
• queue : chat-sg-en (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
• status (TicketStatus) - ticket current status
• 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
• vendor (Vendor) - vendor data
• source : fp-sg (string) - ticket information source
• type : chat (string) - a channel that generated the ticket

TicketLink

• ticketId : absmw0dbma (string) - ticket id
• ticketIdType (TicketLinkIdType) - ticket id type
• ticketCategory (TicketLinkCategory) - ticket category
• creator : hugo (string) - ticket creator
• createdAt : 1572499999 (int64) - time at which this ticket created
• reason : insufficient money (string) - reason for ticket

Metadata

• ccr : delivery - wrong address (string) - costumer contact reason
• country : sg (string) - ticket country origin
• language : en (string) - ticket language requirement
• orderId : sdw-srr(string) - order id
• sla : 64 (int64) - service liability agreement
• tags (array[string]) - ticket tags
• entityId : FP_SG (string) - ticket geid
• childrenLinks (array[TicketLink]) - children tickets
• localCcr : delivery - wrong address (string) - custom customer contact reason

Customer

• id : '989899854090030232934sdfdsdf32dd4sdfdsddffdummycustomerid2' (string) - customer id
• firstName : 'hugo' (string) - customer first name
• lastName : 'dan' (string) - customer last name
• name : 'hugo dan' (string) - customer fullname
• email : [email protected] (string) - customer email address

Vendor

• id : 'bgaj' (string) - vendor id
• vertical (VerticalType) - vertical type of vendor

TicketHistoryResponse

• list (array[Ticket], fixed-type, required)
• page : 1 (int64, required) - current page of ticket
• pageSize : 10 (int64, required) - size of pagination

TicketCloseParam

• statusReason : 'close by postman' (string) - ticket close reason
• resolutionStatus (ResolutionStatus) - closing ticket resolution
• resolutionReason : 'no action need to be taken' - reason for resolution

TicketEscalateParam

• statusReason : 'close by postman' (string) - ticket escalate reason
• resolutionReason (string) - escalate ticket resolution

TicketEscalateV2Param

• statusReason : 'close by postman' (string) - ticket escalate reason
• resolutionReason (string) - escalate ticket resolution
• department : 'corporate' (string) - destination department for the escalation

TicketReassignParam

• reason : 'agent overtime' (string) - reassign reason
• assignee : 'otheragent' (string) - agent id reference for replacement ticket's assignee

TicketUpdateParam

• ccr : '1A.1' (string, optional) - case contact reason, required if updating CCR
• orderId : 'abc-123' (string, optional) - order ID to be updated, can be set to empty to remove order ID from ticket
• type (TicketUpdateType, required) - ticket update types
• geid : 'FP_SG' (string, optional) - geid of the order id, required if updating order id

SearchableCcrResponse

• list (array[SearchableCCRChild], fixed-type) - list of ccr response

SearchableCCRChild

• data (SearchableCCR) - level 3 ccr data
• parents (array[SearchableCCR], fixed-type)

SearchableCCR

• translation : 'delivery canceld' (string) - ccr translation
• language : 'eng' (string) - ccr translation language
• code : '1A.1' (string) - ccr code
• level : 3 (int32) - ccr level

CcrListResponse

• status_code: 200 (number, optional)
• data (CcrTiers, optional)

Tier

• translations (array, optional)
  • (Translation)
• child (CcrTiers, optional)

CcrTiers

Translation

• language (optional)
• translation (optional)

TicketStatus (enum)

• ASSIGNED
• ESCALATED
• CLOSED

ResolutionStatus (enum)

• NO_ACTION
• REFUNDED
• CUSTOMER_LEFT_CHAT

TicketUpdateType (enum)

• UPDATE_CCR
• UPDATE_CHAT_RESPONSE_TIME
• UPDATE_PICKED_TIME
• UPDATE_ORDER_ID
• CLOSE_CHAT_ROOM

TicketLinkIdType (enum)

• SALESFORCE
• PANDACARE

TicketLinkCategory (enum)

• ESCALATED
• REFUNDED
• REFUND_PARTIAL

VerticalType (enum)

• restaurants
• groceries
• flowers
• cosmetics
• health_supplements
• pharmacies
• pets
• drinks
• cross_vertical
• electronics
• baby_supplies
• furniture
• bags_and_luggage
• toys
• optics
• courier
• coffee
• shop
• courier_business
• cash
• darkstores
• unknown

ResolutionStatusList

• list (array[ResolutionStatus]) - List of closing ticket resolution status

TicketTransferParam

• queueId : 'dummyqueueid' (string, required) - queue id

Queue

• id : 'dummyqueueid' (string, required) - queue id
• name : 'chat-eng-sg' (string, required) - queue name
• language : 'english' (string, required) - queue language

TransferQueueResponse

• list (array[Queue], fixed-type) - List of available queues for chat transfer

EscalationDepartments

• id : 'partner-service' (string) - department id
• label : 'Partner Service' (string) - displayable name of the department