Edit or Convert a Response Thread

You can convert a response thread entry into a note thread entry as well as edit or remove text by updating an incident thread. This lets you remove content so that it cannot be seen by customers in future responses.

You can perform the following operations on an incident thread:

• Edit or remove the thread content
• Change the thread entry type from 'Response' to 'Private Note'

Note:

After a response is modified, it cannot be converted back to the original thread.

You may want to edit the thread content using APIs in the following scenarios:

• To support data governance goals through flexible programmatic edits
• To fix human errors by supporting programmatic updates to multiple incident threads
• To increase productivity by eliminating the manual effort of updating incident threads one-by-one through UI

Permissions

You must have the following profile permissions to edit an incident thread:

• Service > Incidents Tab > Add/Edit
• Service > Incidents Tab > Incident Thread Administration > Edit/Delete Committed Thread Content

Here are some examples on updating incident threads.

Example 1: Update an incident thread and change it to a private note

Request URI Example

Use PATCH with the following URI to update an incident thread:

https://mysite.example.com/services/rest/connect/v1.4/incidents/2/threads/3

Request body example

{
   "entryType": 
        {
         "id": 1
        },
   "text": "Updated thread"
 }

Response Example

The status 200 OK is returned. This updates the content of thread 3 and changes its entry type from response to a private note.

Example 2: Update multiple threads of an incident via incident update

Request URI Example

Use PATCH with the following URI to update multiple incident threads:

https://mysite.example.com/services/rest/connect/v1.4/incidents/1

Request body example

{
"threads":
   [
      {
       "id": 2,
       "text": "Updated thread content"
      },
      {
       "id": 4,
       "entryType": 
          {
           "id": 1
          } 
      }
   ]
}

Response Example

The status 200 OK is returned. This updates the content of thread 2 and converts the entry type of thread 4 from response to a private note.