Action Endpoints (cont.)

Actions Schema (continued)

Ticket Change Fields (used when the action updates the ticket):

Property	Type	Description
new_status	integer	New ticket status ID.
new_status_name	string	New ticket status name.
old_status	integer	Previous ticket status ID.
new_agent	integer	New agent ID assigned to the ticket.
new_team	string	New team assigned to the ticket.
new_priority	integer	New ticket priority ID.
new_impact	integer	New impact level ID.
new_urgency	integer	New urgency level ID.
new_category1	string	New category level 1.
new_category2	string	New category level 2.
new_category3	string	New category level 3.
new_category4	string	New category level 4.
new_subject	string	New ticket subject.
new_client_id	integer	New client ID.
new_site_id	integer	New site ID.
new_user_id	integer	New user ID.
new_sla_id	integer	New SLA ID.
new_tickettype	integer	New ticket type ID.
new_fixbydate	string (date-time)	New fix-by date.
new_followupdate	string (date-time)	New follow-up date.
new_startdate	string (date-time)	New start date.
new_template_id	integer	New ticket template ID.
new_workflow_id	integer	New workflow ID.

Approval & Change Management Fields:

Property	Type	Description
new_approvalprocess	integer	Approval process type ID.
new_approvalprocess_agent_id	integer	Agent assigned to approve.
new_approvalprocess_user_id	integer	User assigned to approve.
new_approvalprocess_email	string	Email address to notify for approval.
new_approvalprocess_cab_id	integer	CAB group ID for change approval.
justification	string	Justification for a change.
impactlevel	integer	Change impact level.
impactdescription	string	Description of the change impact.
risklevel	integer	Change risk level.
riskdescription	string	Description of the change risk.
backoutplan	string	Rollback/backout plan.
communicationplan	string	Communication plan for the change.
testplan	string	Test plan for the change.

Attachments & Related Objects:

Property	Type	Description
attachments	array of Attachment	Attachments to add to this action.
attachment_list	Attachment_View	Existing attachments (read).
attachment_count	integer	Count of existing attachments.
customfields	array of CustomField	Custom field values on this action.
reactions	array of ActionReaction	Emoji reactions on this action.
assets	array of Device_List	Assets associated with this action.

Notification & Sending Flags:

Property	Type	Description
sendemail	boolean	Send an email when this action is created.
sendsms	boolean	Send an SMS notification.
send_survey	boolean	Send a satisfaction survey.
send_to_facebook	boolean	Post to Facebook.
send_to_whatsapp	boolean	Send via WhatsApp.
send_to_instagram	boolean	Post to Instagram.
actioninformownerofaction	boolean	Notify the ticket owner of this action.
update_children	boolean	Apply this action to child tickets.
update_parent	boolean	Apply this action to the parent ticket.
dont_do_rules	boolean	Suppress automation rules from firing.

Integration Fields:

Property	Type	Description
sync_to_jira	boolean	Sync this action to Jira.
send_jira_note	boolean	Send note to Jira.
sync_to_servicenow	boolean	Sync this action to ServiceNow.
sync_to_salesforce	boolean	Sync this action to Salesforce.
sync_to_sentinel	boolean	Sync this action to Microsoft Sentinel.
sendactiontopagerduty	boolean	Send this action to PagerDuty.
send_devops_note	boolean	Send note to Azure DevOps.

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CannedText

GET /CannedText

Summary: List of CannedText

Description: Returns multiple CannedText (saved reply templates). Requires authentication.

Query Parameters:

Name	Type	Description
agent_id	integer	Filter by agent ID.
department_id	integer	Filter by department ID.
team_id	integer	Filter by team ID.
group_id	integer	Filter by canned text group ID.
access_control_level	integer	Filter by access control level.
showall	boolean	Show all canned texts including restricted ones.
ticketonly	boolean	Return only ticket-scoped canned texts.

Response 200: Array of CannedText objects.

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POST /CannedText

Summary: Create or update CannedText

Request Body: Array of CannedText objects.

Response 200: OK

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GET /CannedText/{id}

Summary: Get one CannedText

Description: Returns a single CannedText instance. Requires authentication.

Path Parameters:

Name	Type	Required	Description
id	integer	Yes	The ID of the CannedText to retrieve.

Query Parameters:

Name	Type	Description
includedetails	boolean	Include extra objects in the response.

Response 200: CannedText object.

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DELETE /CannedText/{id}

Summary: Delete a CannedText entry

Path Parameters:

Name	Type	Required	Description
id	integer	Yes	The ID of the CannedText to delete.

Response 200: OK

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POST /CannedText/favourite

Summary: Mark CannedText entries as favourites

Request Body: Array of CannedTextFavourites objects.

CannedTextFavourites Schema:

Property	Type	Description
id	integer	Record ID.
ctid	integer	The CannedText ID to favourite.
unum	integer	The agent/user ID adding the favourite.

Response 200: OK

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CannedText Schema

Property	Type	Description
id	integer	CannedText ID.
guid	string (uuid)	Unique identifier for sync purposes.
name	string	Display name of the canned text entry.
text	string	Plain text content.
html	string	HTML content.
intent	string	AI intent label for this canned text.
group_id	integer	Group/category this entry belongs to.
group_name	string	Display name of the group.
restriction_type	integer	Visibility restriction type.
access_control_level	integer	Access control level integer.
access_control	array of AccessControl	Granular access control entries.
department_id	integer	Restricts to a specific department.
team_id	integer	Restricts to a specific team.
agent_id	integer	Restricts to a specific agent.
departments	array of integer	List of department IDs with access.
teams	array of integer	List of team IDs with access.
agents	array of integer	List of agent IDs with access.
roles	array of integer	List of role IDs with access.
tags	array of Tag	Tags assigned to this entry.
shortcut_key	string	Keyboard shortcut to insert this canned text.
entity	integer	Entity type this canned text applies to.
is_favourite	boolean	Whether the current user has favourited this entry.

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