1. REST API for Oracle B2C Service
  2. Tasks
  3. Incidents

Update an incident

patch

/services/rest/connect/v1.4/incidents/{id}

Request

Path Parameters
Body ()
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.
Root Schema : incidents
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.
Show Source
  • The product or service associated with an organization's customers. It is the reference to a resource in 'assets' collection. Only ID or lookupName can be provided to specify the resource.
  • incidents-assignedTo
    The collection of staff account and staff group.
  • incidents-banner
    The display flags of a banner.
  • incidents-billedMinutes
    The work time applied to incidents through the Time Billed feature.
  • The hierarchical service category that provides an option to group answers and incidents for better organization and refined searching in the knowledge base. It is the reference to a resource in 'serviceCategories' collection. Only ID or lookupName can be provided to specify the resource.
  • namedIDs-incidents-channel
    An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
  • namedIDs-incidents-chatQueue
    An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
  • The date and time when the incident was closed. This attribute is read-only.
  • The account represents a staff member in Oracle B2C Service. Examples of staff members are customer sales representatives, sales agents, site administrators, and so on. It is the reference to a resource in 'accounts' collection. Only ID or lookupName can be provided to specify the resource.
  • The date and time when the incident was created.
  • The hierarchical service disposition that provides an option for classifying and recording how incidents are ultimately resolved. It is the reference to a resource in 'serviceDispositions' collection. Only ID or lookupName can be provided to specify the resource.
  • incidents-fileAttachments
    The file attachment that includes fields specific to incidents.
  • Minimum Value: 1
    Maximum Value: 9223372036854776000
    The unique identifier of the incident.
  • The due date that is required to conform to the SLA. If SLAs have not been implemented, this would apply to the default response requirements. This attribute is read-only.
  • The date and time when a response was sent to the customer for a status change other than 'unresolved'. This attribute is read-only.
  • interface
    The console, windows, and pages used by staff members and customers to access the application and interact with a single knowledge base. The interface name determines the URL for the web site, the name of the system executables, and the .cfg directory name. It is the reference to a resource in 'siteInterfaces' collection. Only ID or lookupName can be provided to specify the resource.
  • namedIDs-incidents-language
    An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
  • The date and time when the last response was sent to the contact. This attribute is read-only.
  • Minimum Value: 0
    Maximum Value: 32767
    The score of the last survey of the incident. This attribute is read-only.
  • Maximum Length: 255
    The name used to look up the incident.
  • The mailbox used for collecting email inquiries sent by customers, responses to mailings, and bounced messages. It is the reference to a resource in 'mailboxes' collection. Only ID or lookupName can be provided to specify the resource.
  • namedIDs-incidents-mailing
    An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
  • incidents-milestoneInstances
    The milestone instances associated with incidents.
  • The company, business unit of a large company, or government agency that has an organization record in the Oracle B2C Service knowledge base. It is the reference to a resource in 'organizations' collection. Only ID or lookupName can be provided to specify the resource.
  • otherContacts
    The customers or end users of Oracle B2C Service site. A contact contains basic information such as a customer's name, email address, and phone number. It also contains information about customer service issues, opportunities, and marketing mailings subscription status. It is the reference to a resource in 'contacts' collection. Only ID or lookupName can be provided to specify the resources.
  • primaryContact
    The customers or end users of Oracle B2C Service site. A contact contains basic information such as a customer's name, email address, and phone number. It also contains information about customer service issues, opportunities, and marketing mailings subscription status. It is the reference to a resource in 'contacts' collection. Only ID or lookupName can be provided to specify the resource.
  • The hierarchical service product that provides an option to group answers and incidents for better organization and refined searching in the knowledge base. It is the reference to a resource in 'serviceProducts' collection. Only ID or lookupName can be provided to specify the resource.
  • namedIDs-incidents-queue
    An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
  • Maximum Length: 13
    Pattern: ^[0-9]{2}[0|1][0-9][0-3][0-9]\-[0-9]{6}$
    The reference number generated when the incident was created. It is also referred as the incident name.
  • The number of minutes taken to resolve the incident past the SLA's resolution requirement. This attribute is read-only.
  • namedIDs-incidents-responseEmailAddressType
    An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
  • The number of minutes taken to respond to the incident past the SLA's response requirement. This attribute is read-only.
  • namedIDs-incidents-severity
    An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
  • incidents-sLAInstance
    The instance of a Service Level Agreement (SLA) as applied to an incident.
  • Minimum Value: -3
    Maximum Value: 3
    The emotive index calculated from the contact-generated threads. This attribute is read-only.
  • Minimum Value: -3
    Maximum Value: 3
    The emotive index calculated from the staff-generated threads. This attribute is read-only.
  • namedIDHierarchies-incidents-source
    An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
  • incidents-statusWithType
    The status of an object with its associated status type.
  • Maximum Length: 240
    The short description of the incident.
  • incidents-threads
    The incident discussion thread entry.
  • The account represents a staff member in Oracle B2C Service. Examples of staff members are customer sales representatives, sales agents, site administrators, and so on. It is the reference to a resource in 'accounts' collection. Only ID or lookupName can be provided to specify the resource.
  • The date and time when the incident was last updated.
Nested Schema : incidents-assignedTo
Type: object
The collection of staff account and staff group.
Show Source
  • The account represents a staff member in Oracle B2C Service. Examples of staff members are customer sales representatives, sales agents, site administrators, and so on. It is the reference to a resource in 'accounts' collection. Only ID or lookupName can be provided to specify the resource.
  • namedIDs-incidents-assignedTo-staffGroup
    An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
Nested Schema : incidents-banner
Type: object
The display flags of a banner.
Show Source
Nested Schema : incidents-billedMinutes
Type: object
The work time applied to incidents through the Time Billed feature.
Show Source
  • The account represents a staff member in Oracle B2C Service. Examples of staff members are customer sales representatives, sales agents, site administrators, and so on. It is the reference to a resource in 'accounts' collection. Only ID or lookupName can be provided to specify the resource.
  • namedIDs-incidents-billedMinutes-billableTask
    An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
  • The date and time when the work was performed. This is part of the key for the list entry.
  • Maximum Length: 1333
    The comments associated with the timeBilled record.
  • Minimum Value: 1
    Maximum Value: 9223372036854776000
    The unique identifier of the timeBilled record.
  • Minimum Value: 1
    Maximum Value: 1440
    The number of minutes billed.
Nested Schema : namedIDs-incidents-channel
Type: object
An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
Show Source
Nested Schema : namedIDs-incidents-chatQueue
Type: object
An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
Show Source
Nested Schema : incidents-fileAttachments
Type: object
The file attachment that includes fields specific to incidents.
Show Source
  • 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 : interface
Type: object
The console, windows, and pages used by staff members and customers to access the application and interact with a single knowledge base. The interface name determines the URL for the web site, the name of the system executables, and the .cfg directory name. It is the reference to a resource in 'siteInterfaces' collection. Only ID or lookupName can be provided to specify the resource.
Nested Schema : namedIDs-incidents-language
Type: object
An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
Show Source
Nested Schema : namedIDs-incidents-mailing
Type: object
An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
Show Source
Nested Schema : incidents-milestoneInstances
Type: object
The milestone instances associated with incidents.
Show Source
Nested Schema : otherContacts
Type: array
The customers or end users of Oracle B2C Service site. A contact contains basic information such as a customer's name, email address, and phone number. It also contains information about customer service issues, opportunities, and marketing mailings subscription status. It is the reference to a resource in 'contacts' collection. Only ID or lookupName can be provided to specify the resources.
Show Source
Nested Schema : primaryContact
Type: object
The customers or end users of Oracle B2C Service site. A contact contains basic information such as a customer's name, email address, and phone number. It also contains information about customer service issues, opportunities, and marketing mailings subscription status. It is the reference to a resource in 'contacts' collection. Only ID or lookupName can be provided to specify the resource.
Nested Schema : namedIDs-incidents-queue
Type: object
An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
Show Source
Nested Schema : namedIDs-incidents-responseEmailAddressType
Type: object
An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
Show Source
Nested Schema : namedIDs-incidents-severity
Type: object
An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
Show Source
Nested Schema : incidents-sLAInstance
Type: object
The instance of a Service Level Agreement (SLA) as applied to an incident.
Show Source
Nested Schema : namedIDHierarchies-incidents-source
Type: object
An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
Show Source
Nested Schema : incidents-statusWithType
Type: object
The status of an object with its associated status type.
Show Source
Nested Schema : incidents-threads
Type: object
The incident discussion thread entry.
Show Source
  • The account represents a staff member in Oracle B2C Service. Examples of staff members are customer sales representatives, sales agents, site administrators, and so on. It is the reference to a resource in 'accounts' collection. Only ID or lookupName can be provided to specify the resource.
  • namedIDs-incidents-threads-channel
    An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
  • The customers or end users of Oracle B2C Service site. A contact contains basic information such as a customer's name, email address, and phone number. It also contains information about customer service issues, opportunities, and marketing mailings subscription status. It is the reference to a resource in 'contacts' collection. Only ID or lookupName can be provided to specify the resource.
  • namedIDs-incidents-threads-contentType
    An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
  • The date and time when the thread was created. This attribute is read-only.
  • Minimum Value: 1
    Maximum Value: 2147483647
    The relative display order for the threads with the same created time. This attribute is read-only.
  • namedIDs-incidents-threads-entryType
    An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
  • Minimum Value: 1
    Maximum Value: 9223372036854776000
    The unique identifier of the thread. It cannot be used for delete operations.
  • Maximum Length: 349525
    The mail header information for a contact submitting the thread by email.
  • Maximum Length: 349525
    The entry text in the thread.
Nested Schema : namedIDs-incidents-assignedTo-staffGroup
Type: object
An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
Show Source
Nested Schema : namedIDs-incidents-banner-importanceFlag
Type: object
An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
Show Source
Nested Schema : namedIDs-incidents-billedMinutes-billableTask
Type: object
An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
Show Source
Nested Schema : namedIDs-incidents-milestoneInstances-milestone
Type: object
An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
Show Source
Nested Schema : items
Type: object
Nested Schema : namedIDs-incidents-sLAInstance-nameOfSLA
Type: object
An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
Show Source
Nested Schema : namedIDs-incidents-sLAInstance-stateOfSLA
Type: object
An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
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Nested Schema : namedIDHierarchies-incidents-source-parents
Type: object
NamedID in which the ID is read-only. Used for hierarchies, where caller can specify the parents by name, but cannot specify the parent IDs.
Show Source
Nested Schema : namedIDs-incidents-statusWithType-status
Type: object
An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
Show Source
Nested Schema : namedIDs-incidents-statusWithType-statusType
Type: object
An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
Show Source
Nested Schema : namedIDs-incidents-threads-channel
Type: object
An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
Show Source
Nested Schema : namedIDs-incidents-threads-contentType
Type: object
An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
Show Source
Nested Schema : namedIDs-incidents-threads-entryType
Type: object
An ID which has an associated name string. These IDs can be set by either value or name. If the name cannot uniquely determine the value, an error is generated.
Show Source
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Response

Default Response

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Examples

Use the PATCH operation with the following syntax to partially update an incident object:

https://your_site_interface/services/rest/connect/version/incidents/incident_id

Include the data to be updated in the request body. Only the fields present in the request JSON data are updated. All other fields remain the same.

Example 1: Update the subject of an incident

Request URI example

https://mysite.example.com/services/rest/connect/v1.4/incidents/67

Request body example

{
"subject": "FishPhone STILL not working"
}

Response example

The status 200 OK is returned. A subsequent GET request for that incident: 

https://mysite.example.com/services/rest/connect/v1.4/incidents/67

returns the following:

{
  "id": 67,
  "lookupName": "160128-000000",

  ...

  "statusWithType": {
    "status": {
      "id": 1,
      "lookupName": "Unresolved"
    },
    "statusType": {
      "id": 1,
      "lookupName": "Unresolved"
    }
  },
  "subject": "FishPhone STILL not working",

  ...

}

Note:

The subject for incident 67 used to be "FishPhone not working."

Example 2: 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 3: 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.

Example 4: Appending a thread to an incident via incident update

Request URI Example

Use PATCH with the following URI to append a thread to an incident:

https://mysite.example.com/services/rest/connect/v1.4/incidents/771

Request body example

{
"threads":
        {
         "entryType":{"id":1},
         "text":"This is append"
        }
}

Response Example

The status 200 OK is returned. This appends a thread to the incident.

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