openapi: 3.1.0
info:
  title: Helpcenter TicketTemplate API
  version: 1.0.0
tags:
- name: TicketTemplate
paths:
  /api/v1/ticketTemplates/deleteMany:
    post:
      tags:
      - TicketTemplate
      summary: Delete ticket template
      description: This API deletes a ticket template from your help desk portal.
      operationId: deleteTicketTemplates
      parameters:
      - $ref: ./Common.json#/components/parameters/orgId
      requestBody:
        $ref: '#/components/requestBodies/deleteTicketTemplates'
      responses:
        '422':
          $ref: ./Common.json#/components/responses/invalidDataErrorResponse
        '401':
          $ref: ./Common.json#/components/responses/unauthorizedErrorResponse
        '200':
          $ref: ./MassActionResponse.json#/components/responses/massActionListResponse
      security:
      - iam-oauth2-schema:
        - Desk.settings.DELETE
      x-audience:
      - external-public
  /api/v1/ticketTemplates/{ticketTemplateId}:
    get:
      tags:
      - TicketTemplate
      summary: Get ticket template
      description: This API fetches the details of a particular ticket template.
      operationId: getTicketTemplate
      parameters:
      - $ref: '#/components/parameters/ticketTemplateId'
      - $ref: ./Common.json#/components/parameters/orgId
      responses:
        '200':
          $ref: '#/components/responses/addUpdateGetTicketTemplateResponse'
      security:
      - iam-oauth2-schema:
        - Desk.settings.READ
      x-audience:
      - external-public
    patch:
      tags:
      - TicketTemplate
      summary: Update ticket template
      description: This API helps update the details of a particular ticket template.
      operationId: updateTicketTemplate
      parameters:
      - $ref: '#/components/parameters/ticketTemplateId'
      - $ref: ./Common.json#/components/parameters/orgId
      requestBody:
        $ref: '#/components/requestBodies/updateTicketTemplate_addTicketTemplateRequest'
      responses:
        '200':
          $ref: '#/components/responses/addUpdateGetTicketTemplateResponse'
        '422':
          $ref: ./Common.json#/components/responses/invalidDataErrorResponse
      security:
      - iam-oauth2-schema:
        - Desk.settings.UPDATE
      x-audience:
      - external-public
  /api/v1/ticketTemplates:
    get:
      tags:
      - TicketTemplate
      summary: List ticket templates
      description: This API lists a particular number of ticket templates, based on the limit specified.
      operationId: getTicketTemplates
      parameters:
      - name: showInCustomerPortal
        in: query
        description: Visibility of the templates in the help center
        required: false
        style: form
        explode: true
        schema:
          type:
          - boolean
          - 'null'
          description: Visibility of the templates in the help center
      - name: departmentId
        in: query
        description: ID of the department from which templates must be fetched
        required: false
        style: form
        explode: true
        schema:
          type:
          - string
          - 'null'
          - integer
          format: int64
          description: ID of the department from which templates must be fetched
          pattern: ([0-9]+)
      - name: limit
        in: query
        description: Number of templates to list. The default value is 10 and the maximum value supported is 100
        required: false
        style: form
        explode: true
        schema:
          type:
          - string
          - 'null'
          - integer
          format: int32
          description: Number of templates to list. The default value is 10 and the maximum value supported is 100
          maximum: 99
          minimum: 1
          pattern: ([0-9]+)
      - name: from
        in: query
        description: Index number, starting from which the templates must be fetched
        required: false
        style: form
        explode: true
        schema:
          type:
          - string
          - 'null'
          - integer
          format: int32
          description: Index number, starting from which the templates must be fetched
          pattern: ([0-9]+)
      - name: layoutId
        in: query
        description: ID of the layout from which templated must be fetched for the given department ID
        required: false
        style: form
        explode: true
        schema:
          type:
          - string
          - 'null'
          - integer
          format: int64
          description: ID of the layout from which templated must be fetched for the given department ID
          pattern: ([0-9]+)
      - $ref: ./Common.json#/components/parameters/orgId
      responses:
        '422':
          $ref: ./Common.json#/components/responses/multipleUnprocessEntityResponse
        '200':
          $ref: '#/components/responses/listTicketTemplateResponse'
      security:
      - iam-oauth2-schema:
        - Desk.settings.READ
      x-audience:
      - external-public
    post:
      tags:
      - TicketTemplate
      summary: Create ticket template
      description: This API helps create a ticket template in your help desk portal.
      operationId: createTicketTemplate
      parameters:
      - $ref: ./Common.json#/components/parameters/orgId
      requestBody:
        $ref: '#/components/requestBodies/addTicketTemplateRequest'
      responses:
        '422':
          $ref: ./Common.json#/components/responses/invalidDataErrorResponse
        '200':
          $ref: '#/components/responses/addUpdateGetTicketTemplateResponse'
      security:
      - iam-oauth2-schema:
        - Desk.settings.CREATE
      x-audience:
      - external-public
components:
  responses:
    addUpdateGetTicketTemplateResponse:
      description: addUpdateGetTicketTemplateResponse template definitions
      content:
        application/json:
          schema:
            type:
            - 'null'
            - object
            additionalProperties: false
            properties:
              showInCustomerPortal:
                type:
                - boolean
                - 'null'
              ticketTemplateName:
                type:
                - string
                - 'null'
                maxLength: 200
                minLength: 0
                pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+
              id:
                type:
                - string
                - 'null'
                - integer
                format: int64
                pattern: ([0-9]+)
              ticketTemplateValues:
                $ref: ./TicketTemplate.json#/components/schemas/ticketTemplateValuesResponse
              layoutId:
                type:
                - string
                - 'null'
                - integer
                format: int64
                pattern: ([0-9]+)
            required:
            - id
            - layoutId
            - showInCustomerPortal
            - ticketTemplateName
            - ticketTemplateValues
          examples:
            Valid responses Definitions:
              value:
                showInCustomerPortal: true
                ticketTemplateName: temptest
                id: '4000000020001'
                layoutId: '4000000020012'
                ticketTemplateValues:
                  subCategory: null
                  cf:
                    cf_severity_percentage: '0.0'
                  productId: '4000000009012'
                  contactId: null
                  subject: UrgentProblem
                  departmentId: '4000000007073'
                  dueDate: null
                  channel: null
                  description: null
                  secondaryContacts:
                  - '4000000009076'
                  - '4000000009062'
                  priority: null
                  classification: null
                  assigneeId: null
                  accountId: null
                  phone: '9876545645'
                  category: null
                  email: jacks@zylker.com
                  status: null
    listTicketTemplateResponse:
      description: listTicketTemplateResponse template definitions
      content:
        application/json:
          schema:
            type:
            - 'null'
            - object
            additionalProperties: false
            properties:
              data:
                $ref: ./TicketTemplate.json#/components/schemas/data
            required:
            - data
          examples:
            Valid responses Definitions:
              value:
                data:
                - showInCustomerPortal: true
                  ticketTemplateName: Template1
                  id: '4000000020001'
                  layoutId: '4000000020121'
                - showInCustomerPortal: false
                  ticketTemplateName: Template2
                  id: '4000000020063'
                  layoutId: '4000000020431'
  parameters:
    ticketTemplateId:
      name: ticketTemplateId
      in: path
      required: true
      style: simple
      explode: false
      schema:
        type:
        - string
        - 'null'
        - integer
        format: int64
        pattern: ([0-9]+)
  requestBodies:
    deleteTicketTemplates:
      content:
        application/json:
          schema:
            type:
            - 'null'
            - object
            additionalProperties: false
            properties:
              ids:
                type:
                - 'null'
                - array
                items:
                  type:
                  - string
                  - 'null'
                  - integer
                  format: int64
                  pattern: ([0-9]+)
                uniqueItems: false
            required:
            - ids
          examples:
            Valid requestBody Definitions:
              value:
                ids:
                - '4000000083313'
                - '4000000082105'
    addTicketTemplateRequest:
      content:
        application/json:
          schema:
            type:
            - 'null'
            - object
            additionalProperties: false
            properties:
              showInCustomerPortal:
                type:
                - boolean
                - 'null'
                description: Key that specifies if the template must be displayed in the help center or not
              ticketTemplateName:
                type:
                - string
                - 'null'
                description: Name of the ticket template
                maxLength: 200
                minLength: 0
                pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+
              ticketTemplateValues:
                $ref: ./TicketTemplate.json#/components/schemas/ticketTemplateValues
              layoutId:
                type:
                - string
                - 'null'
                - integer
                format: int64
                description: ID of the ticket layout from which the template is derived
                pattern: ([0-9]+)
            required:
            - layoutId
            - ticketTemplateName
            - ticketTemplateValues
          examples:
            Valid requestBody Definitions:
              value:
                showInCustomerPortal: true
                ticketTemplateName: temp1
                ticketTemplateValues:
                  cf:
                    cf_severity_percentage: '0.0'
                  phone: '9876545645'
                  departmentId: '4000000007073'
                  email: jacks@zylker.com
                layoutId: '4000000020012'
    updateTicketTemplate_addTicketTemplateRequest:
      content:
        application/json:
          schema:
            type:
            - 'null'
            - object
            additionalProperties: false
            properties:
              showInCustomerPortal:
                type:
                - boolean
                - 'null'
                description: Key that specifies if the template must be displayed in the help center or not
              ticketTemplateName:
                type:
                - string
                - 'null'
                description: Name of the ticket template
                maxLength: 200
                minLength: 0
                pattern: ([0-9a-zA-Z_\-\.\$@\?\,\:\'\/\!\P{InBasicLatin}\s])+
              ticketTemplateValues:
                $ref: ./TicketTemplate.json#/components/schemas/ticketTemplateValues
              layoutId:
                type:
                - string
                - 'null'
                - integer
                format: int64
                description: ID of the ticket layout from which the template is derived
                pattern: ([0-9]+)
          examples:
            Valid requestBody Definitions:
              value:
                showInCustomerPortal: false
                ticketTemplateName: temptest
                ticketTemplateValues:
                  cf:
                    cf_severity_percentage: '60'
                  productId: '4000000009012'
                  subject: UrgentProblem
                  departmentId: '4000000007073'
                  email: jacks@zylker.com
  securitySchemes:
    iam-oauth2-schema:
      $ref: ./Common.json#/components/securitySchemes/iam-oauth2-schema
x-entity: Helpcenter