1. REST API for Oracle B2C Service
  2. Tasks
  3. Incident Response

Create an incident response

post

/services/rest/connect/v1.4/incidentResponse

Request

Body ()
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: object
The 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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Nested Schema : incidentResponse-bcc
Type: object
The recipients of the mail message.
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Nested Schema : incidentResponse-cc
Type: object
The recipients of the mail message.
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Nested Schema : incidentResponse-fileAttachments
Type: object
The file attachment that includes fields specific to incidents.
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  • Maximum Length: 128
    Pattern: ^[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.
  • The date and time when the file was associated with the incident. This attribute is read-only.
  • The Base64 encoded data contained in the file. The maximum supported length is defined by the maximum number of bytes allowed by this field.
  • Maximum Length: 1333
    The description for the contents of the file attachment.
  • Maximum Length: 100
    Pattern: ^[^ \/:*?"<>|]*$
    The name of the file when saving it to the disk.
  • The HTML form which is used to upload file attachments.
  • Minimum Value: 1
    Maximum Value: 9223372036854776000
    The unique identifier of the file attachment.
  • Maximum Length: 40
    Pattern: ^[^ ]*$
    The short display name of the file attachment.
  • Indicates whether the file attachment is hidden from the end users. This attribute does not have a default value.
  • Minimum Value: 1
    Maximum Value: 2147483647
    The size of the file in bytes. This attribute is read-only.
  • The date and time when the file was last updated. This attribute is read-only.
  • Maximum Length: 1333
    The URL to access this file.
Nested Schema : incident
Type: object
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.
Nested Schema : emailAddresses
Type: array
The email addresses of the recipients to whom the email is sent.
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Nested Schema : emailAddresses
Type: array
The email addresses of the recipients to whom the email is sent.
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Response

Default Response

Body ()
Root Schema : incidentResponse
Type: object
The 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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Nested Schema : incidentResponse-bcc
Type: object
The recipients of the mail message.
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Nested Schema : incidentResponse-cc
Type: object
The recipients of the mail message.
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Nested Schema : incidentResponse-fileAttachments
Type: object
The file attachment that includes fields specific to incidents.
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  • Maximum Length: 128
    Pattern: ^[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.
  • The date and time when the file was associated with the incident. This attribute is read-only.
  • The Base64 encoded data contained in the file. The maximum supported length is defined by the maximum number of bytes allowed by this field.
  • Maximum Length: 1333
    The description for the contents of the file attachment.
  • Maximum Length: 100
    Pattern: ^[^ \/:*?"<>|]*$
    The name of the file when saving it to the disk.
  • The HTML form which is used to upload file attachments.
  • Minimum Value: 1
    Maximum Value: 9223372036854776000
    The unique identifier of the file attachment.
  • Maximum Length: 40
    Pattern: ^[^ ]*$
    The short display name of the file attachment.
  • Indicates whether the file attachment is hidden from the end users. This attribute does not have a default value.
  • Minimum Value: 1
    Maximum Value: 2147483647
    The size of the file in bytes. This attribute is read-only.
  • The date and time when the file was last updated. This attribute is read-only.
  • Maximum Length: 1333
    The URL to access this file.
Nested Schema : incident
Type: object
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.
Nested Schema : emailAddresses
Type: array
The email addresses of the recipients to whom the email is sent.
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Nested Schema : emailAddresses
Type: array
The email addresses of the recipients to whom the email is sent.
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Examples

Use POST with the following syntax to create a new incident response object:

https://your_site_interface/services/rest/connect/version/incidentResponse

Request URI example

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

Request 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"
        }
    ]
}
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