npm package: @one-view/pd-oneview-ticket-detail-types
Description: ticket detail plugin for case-management-workflow service into 1vu integration
Latest version: 0.0.31


FORMAT: 1A
VERSION: 1.0.0
HOST: https://api.pd-oneview.net/ticket-detail

# pd-oneview-ticket-detail

ticket detail plugin for case-management-workflow service into 1vu integration




## ticket escalation v2 [/v2/tickets/{ticketID}/escalate]
escalate ticket handling

+ Parameters
    + ticketID (required, string, `vsba-nhas`)

+ Attributes (Ticket)

### escalate ticket [POST]

+ Request

    + Headers

            Authorization: bearer token
            X-Agent-User-ID: agent@foodpanda.com

+ Attributes (TicketEscalateV2Param)

+ Response 200 (application/json)
    + Attributes (Ticket)

+ Response 400 (application/json)
    + Attributes (Error_400)

+ Response 403 (application/json)
    + Attributes (Error_403)

+ Response 404 (application/json)
    + Attributes (Error_404)

+ Response 500 (application/json)
    + Attributes (Error_500)

## Get escalation departments [/v2/escalation/departments]

### get escalation departments [GET]
+ Request

    + Headers

            Authorization: bearer token

+ Response 200 (application/json)
    + Attributes (array[EscalationDepartments], fixed-type)

+ Response 401 (application/json)
    + Attributes (Error)

+ Response 403 (application/json)
    + Attributes (Error_403)

+ Response 404 (application/json)
    + Attributes (Error)

+ Response 500 (application/json)
# Data Structures

## int32 (number)
## int64 (number)

## `error_object` (object)
+ `status` (string)
+ `title` (string)

## `Error` (object)
+ errors (array[error_object])

## `Error_401` (object)
+ errors (array)
    + - (`error_object`)
        + `status`: `401` (string)
        + `title`: `not authorize` (string)

## `Error_404` (object)
+ errors (array)
    + - (`error_object`)
        + `status`: `404` (string)
        + `title`: `not found` (string)

## `Error_403` (object)
+ errors (array)
    + - (`error_object`)
        + `status`: `403` (string)
        + `title`: `forbidden` (string)

## `Error_400` (object)
+ errors (array)
    + - (`error_object`)
        + `status`: `400` (string)
        + `title`: `bad request` (string)

## `Error_409` (object)
+ errors (array)
    + - (`error_object`)
        + `status`: `409` (string)
        + `title`: `conflict` (string)

## `Error_500` (object)
+ errors (array)
    + - (`error_object`)
        + `status`: `500` (string)
        + `title`: `internal server error` (string)

## Ticket
+ id                    : `f4b8f8e5-365a-4ed1-a122-0f4ba1afef44` (string, required) - ticket id
+ Assignee              : 'agent' (string) - assigned agent
+ UpdatedAt             : 1572499999 (int64) - time at which this ticket status changed
+ createdAt             : 1572499999 (int64) - time at which this ticket created
+ queue                 : `chat-sg-en` (string) - ticket queue name
+ channel               : `chat` (string) - ticket channel type
+ content               (object) - ticket contents
+ metadata              (Metadata) - ticket metadata, this metadata only showing particular metadata to agent
+ status                (TicketStatus) - ticket current status
+ statusReason          : `Internal State Change by Workflow Server` (string) - why the ticket has current status
+ priority              : 1 (int32) - priority of the ticket, use this as sort reference
+ customer              (Customer) - customer which ticket created for
+ vendor                (Vendor) - vendor data
+ source                : `fp-sg` (string) - ticket information source
+ type                  : `chat` (string) - a channel that generated the ticket

## TicketLink
+ ticketId              : `absmw0dbma` (string) - ticket id
+ ticketIdType          (TicketLinkIdType) - ticket id type
+ ticketCategory        (TicketLinkCategory) - ticket category
+ creator               : `hugo` (string) - ticket creator
+ createdAt             : 1572499999 (int64) - time at which this ticket created
+ reason                : `insufficient money` (string) - reason for ticket

## Metadata
+ ccr                   : `delivery - wrong address` (string) - costumer contact reason
+ country               : `sg` (string) - ticket country origin
+ language              : `en` (string) - ticket language requirement
+ orderId               : `sdw-srr`(string) - order id
+ sla                   :  64 (int64) - service liability agreement
+ tags                  (array[string]) - ticket tags
+ entityId              : `FP_SG` (string) - ticket geid
+ childrenLinks         (array[TicketLink]) - children tickets
+ localCcr              : `delivery - wrong address` (string) - custom customer contact reason

## Customer
+ id                   : '989899854090030232934sdfdsdf32dd4sdfdsddffdummycustomerid2' (string) - customer id
+ firstName            : 'hugo' (string) - customer first name
+ lastName             : 'dan' (string) - customer last name
+ name                 : 'hugo dan' (string) - customer fullname
+ email                : `test@email.com` (string) - customer email address

## Vendor
+ id                   : 'bgaj' (string) - vendor id
+ vertical             (VerticalType) - vertical type of vendor

## TicketHistoryResponse
+ list (array[Ticket], fixed-type, required)
+ page : 1 (int64, required) - current page of ticket
+ pageSize : 10 (int64, required) - size of pagination

## TicketCloseParam
+ statusReason  : 'close by postman' (string) - ticket close reason
+ resolutionStatus (ResolutionStatus) - closing ticket resolution
+ resolutionReason : 'no action need to be taken' - reason for resolution

## TicketEscalateParam
+ statusReason  : 'close by postman' (string) - ticket escalate reason
+ resolutionReason (string) - escalate ticket resolution

## TicketEscalateV2Param
+ statusReason  : 'close by postman' (string) - ticket escalate reason
+ resolutionReason (string) - escalate ticket resolution
+ department : 'corporate' (string) - destination department for the escalation

## TicketReassignParam
+ reason  : 'agent overtime' (string) - reassign reason
+ assignee : 'otheragent' (string) - agent id reference for replacement ticket's assignee

## TicketUpdateParam
+ ccr       : '1A.1' (string, optional) - case contact reason, required if updating CCR
+ orderId   : 'abc-123' (string, optional) - order ID to be updated, can be set to empty to remove order ID from ticket
+ type      (TicketUpdateType, required) - ticket update types
+ geid      : 'FP_SG' (string, optional) - geid of the order id, required if updating order id

## SearchableCcrResponse

+ list (array[SearchableCCRChild], fixed-type) - list of ccr response

## SearchableCCRChild

+ data (SearchableCCR) - level 3 ccr data
+ parents (array[SearchableCCR], fixed-type)

## SearchableCCR

+ translation   : 'delivery canceld' (string) - ccr translation
+ language      : 'eng' (string) - ccr translation language
+ code          : '1A.1' (string) - ccr code
+ level         : 3 (int32) - ccr level

## CcrListResponse

+ status_code: 200 (number, optional)
+ data (CcrTiers, optional)

## Tier

+ translations (array, optional)
    + (Translation)
+ child (CcrTiers, optional)

## CcrTiers

## Translation

+ language (optional)
+ translation (optional)

## TicketStatus (enum)
+ ASSIGNED
+ ESCALATED
+ CLOSED

## ResolutionStatus (enum)
+ NO_ACTION
+ REFUNDED
+ CUSTOMER_LEFT_CHAT

## TicketUpdateType (enum)
+ UPDATE_CCR
+ UPDATE_CHAT_RESPONSE_TIME
+ UPDATE_PICKED_TIME
+ UPDATE_ORDER_ID
+ CLOSE_CHAT_ROOM

## TicketLinkIdType (enum)
+ SALESFORCE
+ PANDACARE

## TicketLinkCategory (enum)
+ ESCALATED
+ REFUNDED
+ REFUND_PARTIAL

## VerticalType (enum)
+ restaurants
+ groceries
+ flowers
+ cosmetics
+ health_supplements
+ pharmacies
+ pets
+ drinks
+ cross_vertical
+ electronics
+ baby_supplies
+ furniture
+ bags_and_luggage
+ toys
+ optics
+ courier
+ coffee
+ shop
+ courier_business
+ cash
+ darkstores
+ unknown

## ResolutionStatusList
+ list (array[ResolutionStatus]) - List of closing ticket resolution status

## TicketTransferParam
+ queueId : 'dummyqueueid' (string, required) - queue id

## Queue
+ id : 'dummyqueueid' (string, required) - queue id
+ name : 'chat-eng-sg' (string, required) - queue name
+ language : 'english' (string, required) - queue language

## TransferQueueResponse
+ list (array[Queue], fixed-type) - List of available queues for chat transfer

## EscalationDepartments
+ id : 'partner-service' (string) - department id
+ label : 'Partner Service' (string) - displayable name of the department