@one-view/pd-oneview-ticket-detail-types NPM

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: agent@foodpanda.com

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 (arrayEscalationDepartments, 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 (arrayerror_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 (arraystring) - ticket tags
entityId : FP_SG (string) - ticket geid
childrenLinks (arrayTicketLink) - 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 : test@email.com (string) - customer email address

Vendor

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

TicketHistoryResponse

list (arrayTicket, 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