14.1.2 Understanding the Integration Scenario

Understand how an external ticketing system uses REST APIs to manage action items in your APEX app.

Your support team uses an open-source ticketing system outside your APEX environment. When a customer escalates a ticket that requires development work, that system uses a REST API to create an action item in your app. It assigns the support agent as the lead and adds key engineers as team members. If the ticket changes, the system updates the action item. If the ticket closes without requiring development work, the system deletes it.

The diagram illustrates the REST API interaction between the external ticketing system and the action item system built with APEX.

Figure 14-3 Open Source Ticketing System Needs to Integrate with Your Action Item App

Description of "Figure 14-3 Open Source Ticketing System Needs to Integrate with Your Action Item App"