Create an incident response
post
/services/rest/connect/v1.4/incidentResponse
Request
The activity on an incident, including the original question, agent response and updates, customer updates, records of conversations, and internal notes about the incident.
Root Schema : incidentResponse
Type:
objectThe activity on an incident, including the original question, agent response and updates, customer updates, records of conversations, and internal notes about the incident.
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-
bcc(optional):
object incidentResponse-bcc
The recipients of the mail message.
-
cc(optional):
object incidentResponse-cc
The recipients of the mail message.
-
fileAttachments(optional):
object incidentResponse-fileAttachments
The file attachment that includes fields specific to incidents.
-
incident(optional):
object incident
The question or the request for help submitted by a customer through the Ask a Question page, email, a chat session, site or answer feedback, or from an external source using the API. Incidents can also be added by agents when they work with customers by phone, fax, or mail. It is the reference to a resource in 'incidents' collection. Only ID or lookupName can be provided to specify the resource.
-
useEmailSignature(optional):
boolean
Indicates whether the email signature is included. The default value is false.
Nested Schema : incidentResponse-bcc
Type:
objectThe recipients of the mail message.
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-
emailAddresses(optional):
array emailAddresses
The email addresses of the recipients to whom the email is sent.
Nested Schema : incidentResponse-cc
Type:
objectThe recipients of the mail message.
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-
emailAddresses(optional):
array emailAddresses
The email addresses of the recipients to whom the email is sent.
Nested Schema : incidentResponse-fileAttachments
Type:
objectThe file attachment that includes fields specific to incidents.
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-
contentType(optional):
string
Maximum Length:
128Pattern:^[a-zA-Z-]+/[-a-zA-Z0-9.+_*]+$The MIME content type of the file. For example, text/plain, audio/mp3, image/jpg, and so on. -
createdTime(optional):
string
The date and time when the file was associated with the incident. This attribute is read-only.
-
data(optional):
string
The Base64 encoded data contained in the file. The maximum supported length is defined by the maximum number of bytes allowed by this field.
-
description(optional):
string
Maximum Length:
1333The description for the contents of the file attachment. -
fileName(optional):
string
Maximum Length:
100Pattern:^[^ \/:*?"<>|]*$The name of the file when saving it to the disk. -
formData(optional):
string
The HTML form which is used to upload file attachments.
-
id(optional):
integer
Minimum Value:
1Maximum Value:9.223372036854776E18The unique identifier of the file attachment. -
name(optional):
string
Maximum Length:
40Pattern:^[^ ]*$The short display name of the file attachment. -
private(optional):
boolean
Indicates whether the file attachment is hidden from the end users. This attribute does not have a default value.
-
size(optional):
integer
Minimum Value:
1Maximum Value:2147483647The size of the file in bytes. This attribute is read-only. -
updatedTime(optional):
[
"string",
"null"
]
The date and time when the file was last updated. This attribute is read-only.
-
uRL(optional):
string
Maximum Length:
1333The URL to access this file.
Nested Schema : incident
Type:
objectThe question or the request for help submitted by a customer through the Ask a Question page, email, a chat session, site or answer feedback, or from an external source using the API. Incidents can also be added by agents when they work with customers by phone, fax, or mail. It is the reference to a resource in 'incidents' collection. Only ID or lookupName can be provided to specify the resource.
Nested Schema : emailAddresses
Type:
arrayThe email addresses of the recipients to whom the email is sent.
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Nested Schema : emailAddresses
Type:
arrayThe email addresses of the recipients to whom the email is sent.
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Response
Default Response
Root Schema : incidentResponse
Type:
objectThe activity on an incident, including the original question, agent response and updates, customer updates, records of conversations, and internal notes about the incident.
Show Source
-
bcc(optional):
object incidentResponse-bcc
The recipients of the mail message.
-
cc(optional):
object incidentResponse-cc
The recipients of the mail message.
-
fileAttachments(optional):
object incidentResponse-fileAttachments
The file attachment that includes fields specific to incidents.
-
incident(optional):
object incident
The question or the request for help submitted by a customer through the Ask a Question page, email, a chat session, site or answer feedback, or from an external source using the API. Incidents can also be added by agents when they work with customers by phone, fax, or mail. It is the reference to a resource in 'incidents' collection. Only ID or lookupName can be provided to specify the resource.
-
useEmailSignature(optional):
boolean
Indicates whether the email signature is included. The default value is false.
Nested Schema : incidentResponse-bcc
Type:
objectThe recipients of the mail message.
Show Source
-
emailAddresses(optional):
array emailAddresses
The email addresses of the recipients to whom the email is sent.
Nested Schema : incidentResponse-cc
Type:
objectThe recipients of the mail message.
Show Source
-
emailAddresses(optional):
array emailAddresses
The email addresses of the recipients to whom the email is sent.
Nested Schema : incidentResponse-fileAttachments
Type:
objectThe file attachment that includes fields specific to incidents.
Show Source
-
contentType(optional):
string
Maximum Length:
128Pattern:^[a-zA-Z-]+/[-a-zA-Z0-9.+_*]+$The MIME content type of the file. For example, text/plain, audio/mp3, image/jpg, and so on. -
createdTime(optional):
string
The date and time when the file was associated with the incident. This attribute is read-only.
-
data(optional):
string
The Base64 encoded data contained in the file. The maximum supported length is defined by the maximum number of bytes allowed by this field.
-
description(optional):
string
Maximum Length:
1333The description for the contents of the file attachment. -
fileName(optional):
string
Maximum Length:
100Pattern:^[^ \/:*?"<>|]*$The name of the file when saving it to the disk. -
formData(optional):
string
The HTML form which is used to upload file attachments.
-
id(optional):
integer
Minimum Value:
1Maximum Value:9.223372036854776E18The unique identifier of the file attachment. -
name(optional):
string
Maximum Length:
40Pattern:^[^ ]*$The short display name of the file attachment. -
private(optional):
boolean
Indicates whether the file attachment is hidden from the end users. This attribute does not have a default value.
-
size(optional):
integer
Minimum Value:
1Maximum Value:2147483647The size of the file in bytes. This attribute is read-only. -
updatedTime(optional):
[
"string",
"null"
]
The date and time when the file was last updated. This attribute is read-only.
-
uRL(optional):
string
Maximum Length:
1333The URL to access this file.
Nested Schema : incident
Type:
objectThe question or the request for help submitted by a customer through the Ask a Question page, email, a chat session, site or answer feedback, or from an external source using the API. Incidents can also be added by agents when they work with customers by phone, fax, or mail. It is the reference to a resource in 'incidents' collection. Only ID or lookupName can be provided to specify the resource.
Nested Schema : emailAddresses
Type:
arrayThe email addresses of the recipients to whom the email is sent.
Show Source
Nested Schema : emailAddresses
Type:
arrayThe email addresses of the recipients to whom the email is sent.
Show Source
Examples
Use POST with the following syntax to create a new incident response object:
https://your_site_interface/services/rest/connect/version/incidentResponseRequest URI example
https://mysite.example.com/services/rest/connect/v1.4/incidentResponseRequest body example
{
"incident": {
"id": 152,
"subject": "Sample incident",
"threads": [
{
"text": "Sample thread",
"channel": {
"id": 9
},
"entryType": {
"id": 2
}
}
]
},
"fileAttachments": [
{
"fileName":"myfile.txt",
"data":"d2FtcGxlIGNvbnRlbnQgZm9yIGZpbCUgYXR0YWNobWVudB=="
}
],
"useEmailSignature" : true
}
Note:
The Email channel (channel id = 9) is the only channel that supports file attachments.
If the thread and fileAttachment are in the request payload and the channel id on the thread is set to 9, then the fileAttachment is added to the record. If channel id is anything other than 9, then the fileAttachment is not added to the record.
Response body example
The status 200 OK is returned. A new incident is created and an email response is sent to the primary contact.
{
"incident": {
"id": 91,
"lookupName": "180417-000000"
},
"links": [
{
"rel": "self",
"href": "https://mysite.example.com/services/rest/connect/v1.4/incidentResponse"
},
{
"rel": "canonical",
"href": "https://mysite.example.com/services/rest/connect/v1.4/incidentResponse"
},
{
"rel": "describedby",
"href": "https://mysite.example.com/services/rest/connect/v1.4/metadata-catalog/incidentResponse",
"mediaType": "application/schema+json"
}
]
}