Update Priority

This synchronous Integration Point (IP) allows a user to update a work item’s escalation flag and/or priority.

Request

This API supports the following POST operation:

POST http://[hostName]:[portNumber]/[api-context-root]/workitems/{id}/updatepriority

Payload

{
  "escalate": "",
  "priority": "",
  "noteText": ""
}

id

Unique identifier of the work item to be updated. Required.

escalate

Desired escalation state of the work item. Optional. Boolean. When null, the work item’s escalation state is not evaluated for change.

priority

Desired priority of the work item. Optional. String representing an integer in the range 0 to 9999. When null, the work item’s priority is not evaluated for change.

noteText

Remark text to record against the work item alongside the update. Optional. String.

Details

• The requesting user must hold the Queue Admin role for the work item’s queue.

• A work item in done status cannot be updated.

• At least one of escalate or priority must be present in the payload.

Escalate

• If the work item is not escalated and the request specifies escalate = True, the work item is marked as escalated. The IND_ESCALATED value is set to Y.

• If the work item is escalated and the request specifies escalate = True, the request is rejected with error OHI-IP-WTSK-009.

• If the work item is escalated and the request specifies escalate = False, the request is rejected with error OHI-IP-WTSK-010.

• If the work item is not escalated and the request specifies escalate = False, no change occurs.

• Escalation changes update the work item record and create a work item history entry. For more information, see Work Item History.

Priority

• If the request specifies a priority value that differs from the work item’s current priority, the work item’s priority is updated to the new value.

• If the submitted priority matches the work item’s current priority, no update occurs. The request is still treated as a success.

Note Creation

• The noteText supplied in the request is added against the work item’s parent record authorization with note source workitem remark.

• If the request results in no change to escalate or priority, no note is created even if noteText is supplied.

• For more information, see Note Creation.

Response

HTTP 200 (OK) on successful completion of the operation.

Authorization

This IP requires a grant for access restriction workitems.updatepriority IP.

Response Messages

Failure

Code	Description
OHI-IP-WTSK-001	Work item {workitemId} is unknown.
OHI-IP-WTSK-002	Work item {workitemId} is in Done status and cannot be updated.
OHI-IP-WTSK-008	User {userId} is not authorized to perform this action for the work item’s queue.
OHI-IP-WTSK-009	Work item {workitemId} is already escalated. Re-escalation is not permitted.
OHI-IP-WTSK-010	Work item {workitemId} is escalated and cannot be de-escalated. De-escalation is not permitted.
OHI-IP-WTSK-011	At least one of the actions Escalate or Priority must be provided.

The response can also contain generic error messages not specific to this web service. For more information, see Response Messages.