Purpose
The createticket API is used to Create a new agent ticket. Within the iService user interface, the agent ticket forms use the startticket endpoint to fetch the details needed to load the form. The createticket endpoint is then used to create the agent ticket interaction.
UI Reference: The API is called when the Create Ticket button is clicked.
URI: webapp-api-custinfo?api=createticket
Access Rights Required: All agents
Request
Request Parameters
Name |
Type |
Description |
|---|---|---|
details |
Object |
Object that contains all the details needed to create the ticket. |
details[].inResponseToID |
String |
If the ticket is part of a case, the case ID (interaction root) is specified. |
details[].subject |
String |
The subject line for the ticket. |
details[].segmentID |
String |
The segmentID for the ticket. |
details[].topicID |
String |
The topic ID for the ticket. |
details[].addSubjectRefNum |
boolean |
Indicates whether a reference number will be added to the subject line. |
details[].ContactID |
Number |
The ID of the contact for whom the ticket is created by the agent. |
details[].destEmail |
String |
The email address selected for the contact. |
details[].bodyHtml |
String |
The HTML body for the ticket. |
details[].assignToAgentID |
String |
The ID of the agent to which the ticket is assigned. Agent tickets may optionally be assigned to a specific agent when created. |
details[].note |
String |
The private comments added to the ticket. These are only viewable by agents. |
details[].properties |
Array |
Properties associated with the topic are submitted in a special format. See properties that may be edited. |
details[].caseproperties |
Array |
Properties associated with the topic are submitted in a special format. See properties that may be edited. |
action |
String |
Indicates whether the ticket is an Agent Ticket (5) or Customer Ticket (6). Agent tickets may specify an agent assignment. |
pageAction |
String |
The value entered is included with the Interaction Status Audit description. |
pageName |
String |
The value entered is included with the Interaction Status Audit description. |
Request Payload Example
{ "details": { "inResponseToID": "", "subject": "Order Status", "segmentID": "2", "topicID": "89", "addSubjectRefNum": true, "contactID": 4, "destEmail": "customer1@1to1service.com", "bodyHtml": "Please call John and provide his order status.", "assignToAgentID": "3", "mailboxID": "", "properties": [], "caseProperties": [ { "propertyID": "11", "propertyName": "Account Number", "values": [] }, { "propertyID": "123", "propertyName": "Order Number", "values": [] } ], "action": 5 }, "_pageAction": "CreateTicket", "_pageName": "customer-info#/search" } |
Response
The response indicates whether there were errors, and provides the ID and details of the ticket created.
Response Parameters
Name |
Type |
Description |
|---|---|---|
errors |
Array |
Error returned for the submission. |
interactionID |
String |
The interaction ID of the ticket created. |
row |
Array |
An array of strings that describes the ticket created. |
row[].id |
String |
Id of the interaction created. |
row[].subject |
String |
Subject of the interaction created. |
row[].type |
String |
Type of the interaction created. In this case it is Ticket. |
row[].date |
String |
Date of the interaction created. |
Response Example
{ |
