Outsources

Outsources provide information about outsource actions.

Outsource

Outsources are created when a provider outsources a ticket to a partnered provider. Once an outsource action is successfully initiated, the Outsource object provides information about the status of the outsource action.

string <uuid>

Outsource identifier.

ticket_id

string <uuid>

Identifier of the ticket that was outsourced to the partnered provider.

assigned_at

string or null <date-time>

Date and time the outsource was joined by a operator at the partnered provider. Not present for outsources in the 'pending'-state.

cancel_reason_id

integer or null <int32>

Reference to a cancel reason. Only present for outsources in the cancelled state.

created_at

string <date-time>

Date and time the outsource was initiated.

finished_at

string or null <date-time>

Date and time the outsource was finished by the partnered provider. Only present for outsources in the cancelled or closed states.

operator_channel_id

string <uuid>

Identifier for the ticket messenger channel with the operator of the partnered provider.

provider_id

string <uuid>

Identifier of the partnered provider to which the outsource request has been sent.

state

string (Outsource-state)

The state provides information about the current activity of the outsource at the partnered provider.

Enum Value	Description
pending	The outsource is waiting to be worked on at the partnered provider.
in_progress	The outsource is being worked by an operator.
closed	The outsource is successfully finished.
cancelled	The outsource is cancelled, see cancel_reason_id as to why.

ticket_number

integer <int64>

Human-readable identifier of the ticket created at the partnered provider.

{"id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
"ticket_id": "595be628-f6f2-4262-9c10-6389c6c4a5b8",
"assigned_at": "2019-08-24T14:15:22Z",
"cancel_reason_id": 0,
"created_at": "2019-08-24T14:15:22Z",
"finished_at": "2019-08-24T14:15:22Z",
"operator_channel_id": "ca45affe-f503-4778-ab9e-3dd26cdd2d66",
"provider_id": "fe3d49af-4061-436b-ae60-f7044f252a44",
"state": "cancelled",
"ticket_number": 7440303
}

Retrieve all outsources

Retrieve a list of outsources.

SecurityOAuth2 and ApiKey

Request

query Parameters

limit	integer <int32> [ 0 .. 1000 ] Default: 25 Limits the amount of resources in result.
offset	integer <int64> >= 0 Default: 0 Offset of resources in result.
	object Default: {"created_at":"asc"} Sort outsources. Example: sort_by[created_at]=asc
ticket_id	string <uuid> Filter outsources by ticket_id.

Responses

200

Successful response.

Response Schema: application/json

object >= 0 properties

Applied query parameters, including defaults.

limit	integer <int32> [ 0 .. 1000 ] Default: 25 The applied value of the limit query parameter on the resources in result.
offset	integer <int64> >= 0 Default: 0 The applied value of the offset query parameter on the resources in result.
	object Default: {"created_at":"asc"} The applied value of the sort_by query parameter on the resources in result.
property name* additional property	any

Array of objects (Outsource) >= 0 items

List of outsources.

Array (>= 0 items)

string <uuid>

Outsource identifier.

ticket_id

string <uuid>

Identifier of the ticket that was outsourced to the partnered provider.

assigned_at

string or null <date-time>

Date and time the outsource was joined by a operator at the partnered provider. Not present for outsources in the 'pending'-state.

cancel_reason_id

integer or null <int32>

Reference to a cancel reason. Only present for outsources in the cancelled state.

created_at

string <date-time>

Date and time the outsource was initiated.

finished_at

string or null <date-time>

Date and time the outsource was finished by the partnered provider. Only present for outsources in the cancelled or closed states.

operator_channel_id

string <uuid>

Identifier for the ticket messenger channel with the operator of the partnered provider.

provider_id

string <uuid>

Identifier of the partnered provider to which the outsource request has been sent.

state

string (Outsource-state)

The state provides information about the current activity of the outsource at the partnered provider.

Enum Value	Description
pending	The outsource is waiting to be worked on at the partnered provider.
in_progress	The outsource is being worked by an operator.
closed	The outsource is successfully finished.
cancelled	The outsource is cancelled, see cancel_reason_id as to why.

ticket_number

integer <int64>

Human-readable identifier of the ticket created at the partnered provider.

total

integer <int64>

Total number of resources matching provided query parameters.

default

An error occurred - see status code and problem response for more information.

get/v2/tickets/outsources

Response samples

200
default

application/json

{"query": {"limit": 25,
"offset": 0,
"sort_by": {"created_at": "asc"
}
},
"result": [{"id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
"ticket_id": "595be628-f6f2-4262-9c10-6389c6c4a5b8",
"assigned_at": "2019-08-24T14:15:22Z",
"cancel_reason_id": 0,
"created_at": "2019-08-24T14:15:22Z",
"finished_at": "2019-08-24T14:15:22Z",
"operator_channel_id": "ca45affe-f503-4778-ab9e-3dd26cdd2d66",
"provider_id": "fe3d49af-4061-436b-ae60-f7044f252a44",
"state": "pending",
"ticket_number": 7440303
}
],
"total": 3255
}

Retrieve outsource

Retrieve an outsource by its identifier.

SecurityOAuth2 and ApiKey

Request

path Parameters

outsource-id

required

string <uuid>

The identifier of outsource.

Responses

200

Successful response.

Response Schema: application/json

string <uuid>

Outsource identifier.

ticket_id

string <uuid>

Identifier of the ticket that was outsourced to the partnered provider.

assigned_at

string or null <date-time>

Date and time the outsource was joined by a operator at the partnered provider. Not present for outsources in the 'pending'-state.

cancel_reason_id

integer or null <int32>

Reference to a cancel reason. Only present for outsources in the cancelled state.

created_at

string <date-time>

Date and time the outsource was initiated.

finished_at

string or null <date-time>

Date and time the outsource was finished by the partnered provider. Only present for outsources in the cancelled or closed states.

operator_channel_id

string <uuid>

Identifier for the ticket messenger channel with the operator of the partnered provider.

provider_id

string <uuid>

Identifier of the partnered provider to which the outsource request has been sent.

state

string (Outsource-state)

The state provides information about the current activity of the outsource at the partnered provider.

Enum Value	Description
pending	The outsource is waiting to be worked on at the partnered provider.
in_progress	The outsource is being worked by an operator.
closed	The outsource is successfully finished.
cancelled	The outsource is cancelled, see cancel_reason_id as to why.

ticket_number

integer <int64>

Human-readable identifier of the ticket created at the partnered provider.

default

An error occurred - see status code and problem response for more information.

get/v2/tickets/outsources/{outsource-id}

Response samples

200
default

application/json

{"id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
"ticket_id": "595be628-f6f2-4262-9c10-6389c6c4a5b8",
"assigned_at": "2019-08-24T14:15:22Z",
"cancel_reason_id": 0,
"created_at": "2019-08-24T14:15:22Z",
"finished_at": "2019-08-24T14:15:22Z",
"operator_channel_id": "ca45affe-f503-4778-ab9e-3dd26cdd2d66",
"provider_id": "fe3d49af-4061-436b-ae60-f7044f252a44",
"state": "pending",
"ticket_number": 7440303
}

➔ Next to Outsource product lines