openapi: 3.1.0 info: title: Helpcenter blueprints API version: 1.0.0 tags: - name: blueprints paths: /api/v1/blueprints: get: tags: - blueprints summary: List all blueprints in a department description: To get all blueprints in a specific department operationId: getBluePrints parameters: - $ref: '#/components/parameters/departmentId' - $ref: '#/components/parameters/module' - name: status in: query description: To get blueprints by status, allowed values are @ACTIVE@ ,@INACTIVE@ and @DRAFT@ required: false style: form explode: true schema: type: - string - 'null' description: To get blueprints by status, allowed values are @ACTIVE@ ,@INACTIVE@ and @DRAFT@ enum: - ACTIVE - INACTIVE - DRAFT maxLength: 100 minLength: 0 pattern: ACTIVE|INACTIVE|DRAFT - $ref: ./Common.json#/components/parameters/orgId responses: '422': $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse '204': $ref: ./Common.json#/components/responses/emptyResponse '200': $ref: '#/components/responses/getAllResponseObject' security: - iam-oauth2-schema: - Desk.settings.READ x-audience: - external-public post: tags: - blueprints summary: Create Blueprint description: To create a blueprint operationId: createBlueprint parameters: - $ref: ./Common.json#/components/parameters/orgId requestBody: $ref: '#/components/requestBodies/createBlueprint' responses: '422': $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse '200': $ref: '#/components/responses/createBlueprintResponse' security: - iam-oauth2-schema: - Desk.settings.CREATE x-audience: - external-public /api/v1/blueprints/reorder: post: tags: - blueprints summary: Reorder blueprints description: To reorder blueprints in a specific department operationId: reorderBlueprints parameters: - $ref: '#/components/parameters/departmentId' - $ref: '#/components/parameters/module' - $ref: ./Common.json#/components/parameters/orgId requestBody: $ref: '#/components/requestBodies/blueprintIdsObject' responses: '422': $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse '200': $ref: ./Common.json#/components/responses/emptyResponse security: - iam-oauth2-schema: - Desk.settings.UPDATE x-audience: - external-public /api/v1/tickets/{ticket_id}/blueprint: get: tags: - blueprints summary: Get Applied Blueprint details of ticket for a user description: To get the applied blueprint details of a ticket operationId: getAppliedBlueprintDetailsForTicket parameters: - name: include in: query description: Meta information related to the transition owners. Values allowed are: @transitionOwnerAgents@, @transitionOwnerTeams@, @transitionOwnerDept@ to include agents,teams,department under owners. You can pass multiple values by separating them with commas in the API request. required: false style: simple explode: true schema: type: - 'null' - array description: Meta information related to the transition owners. Values allowed are: @transitionOwnerAgents@, @transitionOwnerTeams@, @transitionOwnerDept@ to include agents,teams,department under owners. You can pass multiple values by separating them with commas in the API request. items: type: - string - 'null' enum: - transitionOwnerAgents - transitionOwnerTeams - transitionOwnerDept maxLength: 100 minLength: 0 uniqueItems: false - $ref: '#/components/parameters/ticket_id' - $ref: ./Common.json#/components/parameters/orgId responses: '422': $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse '204': $ref: ./Common.json#/components/responses/emptyResponse '200': $ref: '#/components/responses/getAppliedBlueprintDetailsResponse' security: - iam-oauth2-schema: - Desk.tickets.READ x-audience: - external-public /api/v1/blueprints/{blueprint_id}: get: tags: - blueprints summary: Get Blueprint Details description: To get a specific blueprint details operationId: getBlueprint parameters: - $ref: '#/components/parameters/blueprint_id' - $ref: ./Common.json#/components/parameters/orgId responses: '422': $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse '200': $ref: '#/components/responses/getBlueprintDetailsResponse' security: - iam-oauth2-schema: - Desk.settings.READ x-audience: - external-public delete: tags: - blueprints summary: Delete Blueprint description: To delete a specific blueprint operationId: deleteBlueprint parameters: - $ref: '#/components/parameters/blueprint_id' - $ref: ./Common.json#/components/parameters/orgId responses: '422': $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse '200': $ref: ./Common.json#/components/responses/emptyResponse security: - iam-oauth2-schema: - Desk.settings.DELETE x-audience: - external-public patch: tags: - blueprints summary: Update a blueprint description: To update an existing blueprint operationId: updateBlueprint parameters: - $ref: '#/components/parameters/blueprint_id' - $ref: ./Common.json#/components/parameters/orgId requestBody: $ref: '#/components/requestBodies/updateBlueprint' responses: '422': $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse '200': $ref: '#/components/responses/createBlueprintResponse' security: - iam-oauth2-schema: - Desk.settings.UPDATE x-audience: - external-public /api/v1/blueprints/{blueprint_id}/revoke: post: tags: - blueprints summary: Revoke Blueprint from Blueprint Level description: To revoke all entities from a particular blueprint operationId: revokeBlueprintForAllEntities parameters: - $ref: '#/components/parameters/blueprint_id' - $ref: ./Common.json#/components/parameters/orgId responses: '422': $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse '200': $ref: '#/components/responses/revokeBlueprintObject' security: - iam-oauth2-schema: - Desk.settings.UPDATE x-audience: - external-public /api/v1/tickets/{ticket_id}/revokeBlueprint: post: tags: - blueprints summary: Revoke Blueprint at Entity Level description: To revoke blueprint from an entity operationId: revokeBlueprintForATicket parameters: - $ref: '#/components/parameters/ticket_id' - $ref: ./Common.json#/components/parameters/orgId responses: '422': $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse '200': $ref: '#/components/responses/revokeBlueprintObject' security: - iam-oauth2-schema: - Desk.tickets.UPDATE x-audience: - external-public components: requestBodies: createBlueprint: content: application/json: schema: type: - 'null' - object additionalProperties: false properties: criteria: $ref: ./blueprintCriteria.json#/components/schemas/criteriaObject departmentId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) module: type: - string - 'null' enum: - tickets maxLength: 100 minLength: 0 pattern: tickets description: type: - string - 'null' maxLength: 100 minLength: 0 pattern: '[0-9a-zA-Z_\-\.\$@\?\,\:\''\/\!\P{InBasicLatin}\s]+|^$' dynamicTransOwnerType: type: - string - 'null' enum: - ACTIVE - INACTIVE maxLength: 100 minLength: 0 pattern: ACTIVE|INACTIVE type: type: - string - 'null' enum: - NON_CONTINUOUS - CONTINUOUS maxLength: 100 minLength: 0 pattern: NON_CONTINUOUS|CONTINUOUS transitions: $ref: ./blueprintTransitions.json#/components/schemas/transitionsArray layoutId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) states: $ref: ./blueprintStates.json#/components/schemas/statesArray chartData: $ref: ./blueprintChartData.json#/components/schemas/chartDataObject strictModeConfig: $ref: ./blueprintStrictModeConfig.json#/components/schemas/strictModeConfigObject name: type: - string - 'null' maxLength: 60 minLength: 1 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ connections: $ref: ./blueprintConnections.json#/components/schemas/connectionsArray fieldId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) required: - chartData - connections - departmentId - fieldId - layoutId - module - name - states - transitions - type examples: Valid requestBody Definitions: value: chartData: canvasPosition: top: -29 left: -127 connectionDetails: - toUuid: Closed2 transName: Check3 isCommTrans: true fromUuid: Escalated1 usedStates: - On Hold - Open isAuto: false - toUuid: Closed3 transName: Check3 isCommTrans: false fromUuid: OnHold2 isAuto: false - toUuid: OnHold3 transName: Check3 isCommTrans: false fromUuid: Open2 isAuto: false stateDetails: - stateName: Closed position: top: 316 left: 225 - stateName: Escalated position: top: 316 left: 225 - stateName: Open position: top: 316 left: 225 criteria: fieldConditions: - condition: is open fieldName: Status fieldModule: tickets value: - ${OPEN} pattern: (1) departmentId: '4000000007235' module: Cases name: Private Threading Handling description: Automates Private Threading Handling type: NON_CONTINUOUS transitions: - isAutoTransition: false before: accessors: owners: agentIds: - 4000000009158 otherRecpts: - RECORD_OWNER teamIds: - 4000000009158 sharedDeptAccessors: - accessors: agentIds: - 4000000009158 teamIds: - 4000000009158 deptId: 4000000009158 sharingType: READ_ONLY criteriaDetails: criteria: fieldConditions: - condition: is open fieldName: Status fieldModule: tickets value: - ${OPEN} pattern: (1) name: Feedbacks need to be monitored description: Lack of instruments to repair during: - message: Add comment here - fieldUpdates: criteria: fieldConditions: - condition: is open fieldName: Status fieldModule: tickets value: - ${OPEN} pattern: (1) fieldId: 4000000009158 errorMsg: Enter a valid Priority isMandatory: true - otherActions: BUG isMandatory: false - otherActions: COMMENT isMandatory: true after: fieldUpdate: ids: - 4000000307007 task: ids: - 4000000307007 customFunction: ids: - 4000000307007 alert: ids: - 4000000307007 autoTransitionActions: feedback: SURVEY_ALL reply: REPLY_ALL isCommonTransition: false - isAutoTransition: false before: accessors: owners: agentIds: - 4000000009158 otherRecpts: - RECORD_OWNER teamIds: - 4000000009158 sharedDeptAccessors: - accessors: agentIds: - 4000000009158 teamIds: - 4000000009158 deptId: 4000000009158 sharingType: READ_ONLY criteriaDetails: criteria: fieldConditions: - condition: is open fieldName: Status fieldModule: tickets value: - ${OPEN} pattern: (1) name: Common Handling description: Its common transition commonStates: - Open during: - message: Add comment here - fieldUpdates: criteria: fieldConditions: - condition: is open fieldName: Status fieldModule: tickets value: - ${OPEN} pattern: (1) fieldId: 4000000009158 errorMsg: Enter a valid Priority isMandatory: true - otherActions: BUG isMandatory: false - otherActions: COMMENT isMandatory: true after: fieldUpdate: ids: - 4000000307007 task: ids: - 4000000307007 customFunction: ids: - 4000000307007 alert: ids: - 4000000307007 autoTransitionActions: feedback: SURVEY_ALL reply: REPLY_ALL isCommonTransition: true layoutId: 4000000007723 connections: - fromState: Open toState: Escalated transition: - Common Handling - fromState: Escalated toState: Closed transition: - Common Handling fieldId: 4000000000377 states: - timeInMins: 90 escalations: - escalationRecipients: agentIds: - 4000000009158 otherRecpts: - RECORD_OWNER templateId: 4000000007355 escalationLevel: 1 whenToEscalate: 15 transitionsOrder: - Common Handling - Feedbacks need to be monitored businessHrId: 4000000007355 name: Open type: START - timeInMins: 30 name: Escalated type: INTERMEDIATE - timeInMins: 30 name: Closed type: END updateBlueprint: content: application/json: schema: type: - 'null' - object additionalProperties: false properties: orderNumber: type: - string - 'null' - integer format: int32 minimum: 1 pattern: ([0-9]+) criteria: $ref: ./blueprintCriteria.json#/components/schemas/criteriaObjectForResponse departmentId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) module: type: - string - 'null' enum: - tickets maxLength: 100 minLength: 0 pattern: tickets description: type: - string - 'null' maxLength: 100 minLength: 0 pattern: '[0-9a-zA-Z_\-\.\$@\?\,\:\''\/\!\P{InBasicLatin}\s]+|^$' dynamicTransOwnerType: type: - string - 'null' enum: - ACTIVE - INACTIVE maxLength: 100 minLength: 0 pattern: ACTIVE|INACTIVE active: type: - boolean - 'null' type: type: - string - 'null' enum: - NON_CONTINUOUS - CONTINUOUS maxLength: 100 minLength: 0 pattern: NON_CONTINUOUS|CONTINUOUS transitions: $ref: ./blueprintTransitions.json#/components/schemas/transitionsArrayForResponse layoutId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) states: $ref: ./blueprintStates.json#/components/schemas/statesArrayForResponse layout: $ref: ./blueprints.json#/components/schemas/layoutObject chartData: $ref: ./blueprintChartData.json#/components/schemas/chartDataObjectForResponse strictModeConfig: $ref: ./blueprintStrictModeConfig.json#/components/schemas/strictModeConfigObject createdBy: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) draft: type: - boolean - 'null' name: type: - string - 'null' maxLength: 60 minLength: 1 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ modifiedBy: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) id: type: - string - 'null' - integer format: int64 minimum: 1 pattern: ([0-9]+) modifiedTimeInMillis: type: - string - 'null' - integer format: int64 minimum: 1 pattern: ([0-9]+) createdTimeInMillis: type: - string - 'null' - integer format: int64 minimum: 1 pattern: ([0-9]+) connections: $ref: ./blueprintConnections.json#/components/schemas/connectionsArrayForResponse fieldId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) examples: Valid requestBody Definitions: value: type: NON_CONTINUOUS blueprintIdsObject: content: application/json: schema: type: - 'null' - object additionalProperties: false properties: ids: $ref: ./blueprints.json#/components/schemas/blueprintIdsArray required: - ids examples: Valid requestBody Definitions: value: - '4000000019017' - '4000000019019' - '4000000019023' - '4000000019021' responses: getBlueprintDetailsResponse: description: getBlueprintDetailsResponse template definitions content: application/json: schema: oneOf: - type: - 'null' - object additionalProperties: false properties: orderNumber: type: - string - 'null' - integer format: int32 minimum: 1 pattern: ([0-9]+) criteria: $ref: ./blueprintCriteria.json#/components/schemas/criteriaObjectForResponse departmentId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) module: type: - string - 'null' enum: - tickets maxLength: 100 minLength: 0 pattern: tickets description: type: - string - 'null' maxLength: 100 minLength: 0 pattern: '[0-9a-zA-Z_\-\.\$@\?\,\:\''\/\!\P{InBasicLatin}\s]+|^$' dynamicTransOwnerType: type: - string - 'null' enum: - ACTIVE - INACTIVE maxLength: 100 minLength: 0 pattern: ACTIVE|INACTIVE active: type: - boolean - 'null' type: type: - string - 'null' enum: - NON_CONTINUOUS - CONTINUOUS maxLength: 100 minLength: 0 pattern: NON_CONTINUOUS|CONTINUOUS transitions: $ref: ./blueprintTransitions.json#/components/schemas/transitionsArrayForResponse layoutId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) states: $ref: ./blueprintStates.json#/components/schemas/statesArrayForResponse layout: $ref: ./blueprints.json#/components/schemas/layoutObject chartData: $ref: ./blueprintChartData.json#/components/schemas/chartDataObjectForResponse strictModeConfig: $ref: ./blueprintStrictModeConfig.json#/components/schemas/strictModeConfigObject createdBy: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) draft: type: - boolean - 'null' name: type: - string - 'null' maxLength: 60 minLength: 1 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ modifiedBy: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) id: type: - string - 'null' - integer format: int64 minimum: 1 pattern: ([0-9]+) modifiedTimeInMillis: type: - string - 'null' - integer format: int64 minimum: 1 pattern: ([0-9]+) createdTimeInMillis: type: - string - 'null' - integer format: int64 minimum: 1 pattern: ([0-9]+) connections: $ref: ./blueprintConnections.json#/components/schemas/connectionsArrayForResponse fieldId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) required: - active - chartData - connections - createdBy - createdTimeInMillis - criteria - departmentId - description - draft - dynamicTransOwnerType - fieldId - id - layout - layoutId - modifiedBy - modifiedTimeInMillis - module - name - orderNumber - states - strictModeConfig - transitions - type - type: - 'null' - object additionalProperties: false properties: orderNumber: type: - string - 'null' - integer format: int32 minimum: 1 pattern: ([0-9]+) criteria: $ref: ./blueprintCriteria.json#/components/schemas/criteriaObjectForResponse departmentId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) module: type: - string - 'null' enum: - tickets maxLength: 100 minLength: 0 pattern: tickets description: type: - string - 'null' maxLength: 100 minLength: 0 pattern: '[0-9a-zA-Z_\-\.\$@\?\,\:\''\/\!\P{InBasicLatin}\s]+|^$' dynamicTransOwnerType: type: - string - 'null' enum: - ACTIVE - INACTIVE maxLength: 100 minLength: 0 pattern: ACTIVE|INACTIVE active: type: - boolean - 'null' draftAt: type: - string - 'null' maxLength: 100 minLength: 0 pattern: (((19|20)\d\d)[-/.]{1}(0?[1-9]|1[012])[-/.]{1}(0?[1-9]|[12][0-9]|3[01])(T)([01]?[0-9]|2[0-3]):[0-5]?[0-9]:[0-5]?[0-9]([/.][\d]{0,3})?(Z)) type: type: - string - 'null' enum: - NON_CONTINUOUS - CONTINUOUS maxLength: 100 minLength: 0 pattern: NON_CONTINUOUS|CONTINUOUS transitions: $ref: ./blueprintTransitions.json#/components/schemas/transitionsArrayForResponse layoutId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) states: $ref: ./blueprintStates.json#/components/schemas/statesArrayForResponse layout: $ref: ./blueprints.json#/components/schemas/layoutObject chartData: $ref: ./blueprintChartData.json#/components/schemas/chartDataObjectForResponse strictModeConfig: $ref: ./blueprintStrictModeConfig.json#/components/schemas/strictModeConfigObject createdBy: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) draft: type: - boolean - 'null' name: type: - string - 'null' maxLength: 60 minLength: 1 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ modifiedBy: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) id: type: - string - 'null' - integer format: int64 minimum: 1 pattern: ([0-9]+) modifiedTimeInMillis: type: - string - 'null' - integer format: int64 minimum: 1 pattern: ([0-9]+) createdTimeInMillis: type: - string - 'null' - integer format: int64 minimum: 1 pattern: ([0-9]+) connections: $ref: ./blueprintConnections.json#/components/schemas/connectionsArrayForResponse fieldId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) required: - active - chartData - connections - createdBy - createdTimeInMillis - criteria - departmentId - description - draft - draftAt - dynamicTransOwnerType - fieldId - id - layout - layoutId - modifiedBy - modifiedTimeInMillis - module - name - orderNumber - states - strictModeConfig - transitions - type examples: Valid responses Definitions: value: criteria: fieldConditions: - condition: is open fieldName: Status fieldModule: tickets value: - ${OPEN} pattern: (1) departmentId: '4000000007235' module: Cases isDraft: false description: Automates Private Threading Handling type: NON_CONTINUOUS transitions: - isAutoTransition: false before: accessors: actionId: 4000000007723 owners: agentIds: - 4000000009158 otherRecpts: - RECORD_OWNER teamIds: - 4000000009158 sharedDeptAccessors: - accessors: agentIds: - 4000000009158 teamIds: - 4000000009158 deptId: 4000000009158 sharingType: READ_ONLY criteriaDetails: criteria: fieldConditions: - condition: is open fieldName: Status value: - ${OPEN} pattern: (1) actionId: 4000000007723 name: Feedbacks need to be monitored description: Lack of instruments to repair id: 4000000007723 during: - actionId: 4000000007723 message: Add comment here - fieldUpdates: criteria: fieldConditions: - condition: is open fieldName: Status value: - ${OPEN} pattern: (1) fieldId: 4000000009158 errorMsg: Enter a valid Priority actionId: 4000000007723 isMandatory: true - otherActions: BUG actionId: 4000000007723 isMandatory: false - otherActions: COMMENT actionId: 4000000007723 isMandatory: true after: fieldUpdate: ids: - name: Update Sensitive fields id: 4000000007723 actionId: 4000000007723 task: ids: - name: Create followup task id: 4000000007723 actionId: 4000000007723 customFunction: ids: - name: Update Associated time entries id: 4000000007723 actionId: 4000000007723 alert: ids: - name: Trigger Closed Alert id: 4000000007723 actionId: 4000000007723 autoTransitionActions: feedback: SURVEY_ALL reply: REPLY_ALL isCommonTransition: false - isAutoTransition: false before: accessors: actionId: 4000000007723 owners: agentIds: - 4000000009158 otherRecpts: - RECORD_OWNER teamIds: - 4000000009158 sharedDeptAccessors: - accessors: agentIds: - 4000000009158 teamIds: - 4000000009158 deptId: 4000000009158 sharingType: READ_ONLY criteriaDetails: criteria: fieldConditions: - condition: is open fieldName: Status value: - ${OPEN} pattern: (1) actionId: 4000000007723 name: Common Handling description: Its common transition commonStates: - Open id: 4000000007723 during: - actionId: 4000000007723 message: Add comment here - fieldUpdates: criteria: fieldConditions: - condition: is open fieldName: Status value: - ${OPEN} pattern: (1) fieldId: 4000000009158 errorMsg: Enter a valid Priority actionId: 4000000007723 isMandatory: true - otherActions: BUG actionId: 4000000007723 isMandatory: false - otherActions: COMMENT actionId: 4000000007723 isMandatory: true after: fieldUpdate: ids: - name: Update Sensitive fields id: 4000000007723 actionId: 4000000007723 task: ids: - name: Create followup task id: 4000000007723 actionId: 4000000007723 customFunction: ids: - name: Update Associated time entries id: 4000000007723 actionId: 4000000007723 alert: ids: - name: Trigger Closed Alert id: 4000000007723 actionId: 4000000007723 autoTransitionActions: feedback: SURVEY_ALL reply: REPLY_ALL isCommonTransition: true layoutId: 4000000007723 states: - timeInMins: 90 escalations: - escalationRecipients: agentIds: - 4000000009158 otherRecpts: - RECORD_OWNER templateId: 4000000007355 escalationLevel: 1 whenToEscalate: 15 transitionsOrder: - Common Handling - Feedbacks need to be monitored businessHrId: 4000000007355 name: Open id: 4000000007723 type: START - timeInMins: 30 name: Escalated id: 4000000007723 type: INTERMEDIATE - timeInMins: 30 name: Closed id: 4000000007723 type: END chartData: canvasPosition: top: -29 left: -127 connectionDetails: - toUuid: Closed2 transName: Check3 isCommTrans: true fromUuid: Escalated1 usedStates: - On Hold - Open isAuto: false - toUuid: Closed3 transName: Check3 isCommTrans: false fromUuid: OnHold2 isAuto: false - toUuid: OnHold3 transName: Check3 isCommTrans: false fromUuid: Open2 isAuto: false stateDetails: - lastModifiedStateName: Closed stateName: Closed displayName: Closed stateId: '4000000007723' position: top: 316 left: 225 - lastModifiedStateName: Escalated stateName: Escalated displayName: Escalated stateId: '4000000007723' position: top: 316 left: 225 - lastModifiedStateName: Open stateName: Open displayName: Open stateId: '4000000007723' position: top: 316 left: 225 name: Private Threading Handling id: '4000000007723' connections: - fromState: name: Open id: 4000000324027 toState: name: Escalated id: 4000000324027 transition: - name: Feedbacks need to be monitored id: 4000000324027 - fromState: name: Escalated id: 4000000324027 toState: name: Closed id: 4000000324027 transition: - name: Feedbacks need to be monitored id: 4000000324027 fieldId: 4000000000377 revokeBlueprintObject: description: revokeBlueprintObject template definitions content: application/json: schema: type: - 'null' - object additionalProperties: false properties: message: type: - string - 'null' maxLength: 200 minLength: 1 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ required: - message examples: Valid responses Definitions: value: message: Blueprint has been revoked from this ticket getAllResponseObject: description: getAllResponseObject template definitions content: application/json: schema: type: - 'null' - object additionalProperties: false properties: data: $ref: ./blueprints.json#/components/schemas/data required: - data examples: Valid responses Definitions: value: data: - modifiedTime: 1525421277000 orderNumber: '3' createdUserZUID: '5263696' departmentId: '1000000010712' module: tickets isDraft: false description: '' modifiedUserZUID: '5263696' active: true type: NON_CONTINUOUS transitions: - name: Issue fixed id: '1000000309105' layoutId: '1000000011200' states: - name: Open id: 1000000309101 - name: Closed id: 1000000309119 i18nFieldLabel: Status fieldLabel: Status name: Automate QA process createdTime: 1525268370000 id: '1000000309097' connections: - fromState: name: Open id: '1000000309101' toState: name: Closed id: '1000000309119' transitions: - name: Issue fixed id: '1000000309105' fieldId: '1000000000506' - modifiedTime: 1524549208000 orderNumber: '4' createdUserZUID: '5263696' departmentId: '1000000010712' module: tickets isDraft: true description: '' modifiedUserZUID: '5263696' active: true type: NON_CONTINUOUS transitions: - name: before id: '1000000232199' - name: after id: '1000000232197' - name: during id: '1000000232201' layoutId: '1000000011200' states: - name: Closed id: 1000000232189 - name: On Hold id: 1000000232191 - name: Open id: 1000000232193 - name: Escalated id: 1000000232195 i18nFieldLabel: Status fieldLabel: Status name: AUtomate HR process createdTime: 1523375034000 id: '1000000232187' connections: - fromState: name: On Hold id: '1000000232191' toState: name: Escalated id: '1000000232195' transitions: - name: before id: '1000000232199' - fromState: name: Open id: '1000000232193' toState: name: On Hold id: '1000000232191' transitions: - name: after id: '1000000232197' - fromState: name: Escalated id: '1000000232195' toState: name: Closed id: '1000000232189' transitions: - name: during id: '1000000232201' fieldId: '1000000000506' - modifiedTime: 1522762448000 orderNumber: '5' createdUserZUID: '5263696' departmentId: '1000000010712' module: tickets isDraft: false description: '' modifiedUserZUID: '5263696' active: true type: NON_CONTINUOUS transitions: - name: to onhold id: '1000000173011' - name: To close id: '1000000173009' layoutId: '1000000011200' states: - name: Closed id: 1000000173003 - name: Open id: 1000000173005 - name: On Hold id: 1000000173007 i18nFieldLabel: Status fieldLabel: Status name: Shipping process createdTime: 1522240151000 id: '1000000173001' connections: - fromState: name: Open id: '1000000173005' toState: name: On Hold id: '1000000173007' transitions: - name: to onhold id: '1000000173011' - fromState: name: On Hold id: '1000000173007' toState: name: Closed id: '1000000173003' transitions: - name: To close id: '1000000173009' fieldId: '1000000000506' - modifiedTime: 1525353504000 orderNumber: '5' createdUserZUID: '5263696' departmentId: '1000000010712' module: tickets isDraft: false description: '' modifiedUserZUID: '5263696' active: true type: NON_CONTINUOUS transitions: - name: t1 id: '1000000313281' layoutId: '1000000011200' states: - name: Approval 2 id: 1000000313277 - name: Approval 2 approved id: 1000000313279 i18nFieldLabel: Status fieldLabel: Status name: Ticket Support process createdTime: 1525353504000 id: '1000000313275' connections: - fromState: name: Approval 2 approved id: '1000000313279' toState: name: Approval 2 id: '1000000313277' transitions: - name: t1 id: '1000000313281' fieldId: '1000000000506' getAppliedBlueprintDetailsResponse: description: getAppliedBlueprintDetailsResponse template definitions content: application/json: schema: type: - 'null' - object additionalProperties: false properties: isContinuousBlueprint: type: - boolean - 'null' strictMode: $ref: ./blueprintStrictModeConfig.json#/components/schemas/strictModeConfigObjectForGetAppliedBlueprintDetails name: type: - string - 'null' maxLength: 60 minLength: 1 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ id: type: - string - 'null' - integer format: int64 minimum: 1 pattern: ([0-9]+) state: $ref: ./blueprintStates.json#/components/schemas/stateObjectWithDueDate transitions: $ref: ./blueprintTransitions.json#/components/schemas/transitionsArrayForGetAppliedBlueprintDetails canUserUpdateTransOwnerDynamically: type: - boolean - 'null' required: - canUserUpdateTransOwnerDynamically - id - isContinuousBlueprint - name - state - strictMode - transitions examples: Valid responses Definitions: value: name: Automate QA Process id: 1000000087001 state: dueDate: 1519764540000 id: '1000000087003' type: START transitions: - fromState: Open toState: Escalated criteria: fieldConditions: - condition: is open fieldName: Status value: - ${OPEN} pattern: (1) name: Escalate to developers owners: - agentIds: - '1000000012635' teams: - name: Sales Representatives id: '1000000012435' departmentId: '1000000010712' department: name: Zylker id: '1000000010712' teamIds: - '1000000012435' agents: - photoURL: https://desk.zoho.com/api/v1/agent/1000000012635/photo firstName: Lucas lastName: Carol id: '1000000012635' email: carol@zylker.com id: '1000000087011' canUserPerformTransition: true isCriteriaSatisfied: true draftDetails: totalNoOfDraftActions: '12' totalNoOfActions: '24' draftBy: name: Sandeep Ghemire id: '8000000000053' draftAt: 1605283531000 createBlueprintResponse: description: createBlueprintResponse template definitions content: application/json: schema: type: - 'null' - object additionalProperties: false properties: orderNumber: type: - string - 'null' - integer format: int32 minimum: 1 pattern: ([0-9]+) criteria: $ref: ./blueprintCriteria.json#/components/schemas/criteriaObjectForResponse departmentId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) module: type: - string - 'null' enum: - tickets maxLength: 100 minLength: 0 pattern: tickets description: type: - string - 'null' maxLength: 100 minLength: 0 pattern: '[0-9a-zA-Z_\-\.\$@\?\,\:\''\/\!\P{InBasicLatin}\s]+|^$' dynamicTransOwnerType: type: - string - 'null' enum: - ACTIVE - INACTIVE maxLength: 100 minLength: 0 pattern: ACTIVE|INACTIVE active: type: - boolean - 'null' type: type: - string - 'null' enum: - NON_CONTINUOUS - CONTINUOUS maxLength: 100 minLength: 0 pattern: NON_CONTINUOUS|CONTINUOUS transitions: $ref: ./blueprintTransitions.json#/components/schemas/transitionsArrayForResponse layoutId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) states: $ref: ./blueprintStates.json#/components/schemas/statesArrayForResponse layout: $ref: ./blueprints.json#/components/schemas/layoutObject chartData: $ref: ./blueprintChartData.json#/components/schemas/chartDataObjectForResponse strictModeConfig: $ref: ./blueprintStrictModeConfig.json#/components/schemas/strictModeConfigObject createdBy: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) draft: type: - boolean - 'null' name: type: - string - 'null' maxLength: 60 minLength: 1 pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+ modifiedBy: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) id: type: - string - 'null' - integer format: int64 minimum: 1 pattern: ([0-9]+) modifiedTimeInMillis: type: - string - 'null' - integer format: int64 minimum: 1 pattern: ([0-9]+) createdTimeInMillis: type: - string - 'null' - integer format: int64 minimum: 1 pattern: ([0-9]+) connections: $ref: ./blueprintConnections.json#/components/schemas/connectionsArrayForResponse fieldId: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) required: - active - chartData - connections - createdBy - createdTimeInMillis - criteria - departmentId - description - draft - dynamicTransOwnerType - fieldId - id - layout - layoutId - modifiedBy - modifiedTimeInMillis - module - name - orderNumber - states - strictModeConfig - transitions - type examples: Valid responses Definitions: value: criteria: fieldConditions: - condition: is open fieldName: Status fieldModule: tickets value: - ${OPEN} pattern: (1) departmentId: '4000000007235' module: Cases description: Automates Private Threading Handling type: NON_CONTINUOUS transitions: - isAutoTransition: false before: accessors: actionId: 4000000007723 owners: agentIds: - 4000000009158 otherRecpts: - RECORD_OWNER teamIds: - 4000000009158 sharedDeptAccessors: - accessors: agentIds: - 4000000009158 teamIds: - 4000000009158 deptId: 4000000009158 sharingType: READ_ONLY criteriaDetails: criteria: fieldConditions: - condition: is open fieldName: Status fieldModule: tickets value: - ${OPEN} pattern: (1) actionId: 4000000007723 name: Feedbacks need to be monitored description: Lack of instruments to repair id: 4000000007723 during: - actionId: 4000000007723 message: Add comment here - fieldUpdates: criteria: fieldConditions: - condition: is open fieldName: Status value: - ${OPEN} pattern: (1) fieldId: 4000000009158 errorMsg: Enter a valid Priority actionId: 4000000007723 isMandatory: true - otherActions: BUG actionId: 4000000007723 isMandatory: false - otherActions: COMMENT actionId: 4000000007723 isMandatory: true after: fieldUpdate: ids: - name: Update Sensitive fields id: 4000000007723 actionId: 4000000007723 task: ids: - name: Create followup task id: 4000000007723 actionId: 4000000007723 customFunction: ids: - name: Update Associated time entries id: 4000000007723 actionId: 4000000007723 alert: ids: - name: Trigger Closed Alert id: 4000000007723 actionId: 4000000007723 autoTransitionActions: feedback: SURVEY_ALL reply: REPLY_ALL isCommonTransition: false layoutId: 4000000007723 states: - timeInMins: 90 escalations: - escalationRecipients: agentIds: - 4000000009158 otherRecpts: - RECORD_OWNER templateId: 4000000007355 escalationLevel: 1 whenToEscalate: 15 transitionsOrder: - Feedbacks need to be monitored businessHrId: 4000000007355 name: Open id: 4000000007723 type: START - timeInMins: 30 name: Escalated id: 4000000007721 type: INTERMEDIATE - timeInMins: 30 name: Closed id: 4000000007722 type: END chartData: canvasPosition: top: -29 left: -127 connectionDetails: - toUuid: Closed2 transName: Feedbacks need to be monitored isCommTrans: false fromUuid: Escalated1 usedStates: [] isAuto: false - toUuid: Closed3 transName: '' isCommTrans: false fromUuid: Open2 isAuto: false stateDetails: - slaTime: null lastModifiedStateName: Closed stateName: Closed displayName: Closed position: top: 316 left: 225 - slaTime: null lastModifiedStateName: Escalated stateName: Escalated displayName: Escalated position: top: 316 left: 225 - slaTime: null lastModifiedStateName: OnHold stateName: OnHold displayName: OnHold position: top: 316 left: 225 name: Private Threading Handling id: '4000000007723' connections: - fromState: name: Open id: 4000000324027 toState: name: Escalated id: 4000000324027 transition: - name: '' id: 4000000324027 - fromState: name: Escalated id: 4000000324027 toState: name: Closed id: 4000000324027 transition: - name: Feedbacks need to be monitored id: 4000000324027 fieldId: 4000000000377 parameters: ticket_id: name: ticket_id in: path required: true style: simple explode: false schema: type: - string - 'null' - integer format: int64 pattern: ([0-9]+) blueprint_id: name: blueprint_id in: path required: true style: simple explode: false schema: type: - string - 'null' - integer format: int64 minimum: 1 pattern: ([0-9]+) module: name: module in: query description: module of the blueprints to be listed required: true style: form explode: true schema: type: - string - 'null' description: module of the blueprints to be listed enum: - tickets maxLength: 100 minLength: 0 pattern: tickets departmentId: name: departmentId in: query description: Department for which the blueprints are listed required: false style: form explode: true schema: type: - string - 'null' - integer format: int64 description: Department for which the blueprints are listed pattern: ([0-9]+) securitySchemes: iam-oauth2-schema: $ref: ./Common.json#/components/securitySchemes/iam-oauth2-schema x-entity: Helpcenter