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Case history actions
Case history actions
This article is an introduction to the API endpoint that allows you to view the full history of a case: [GET] /tickets/{id}/history.
The case history is a list of actions: who created it, what it is about, when it happened, etc. The following table shows all possible actions with a short summary of what they mean:
| Name | Description |
|---|---|
| queue.change | A case has been moved to a different queue |
| solver.change | The solver of a case has been changed |
| priority.change | The priority of a case has been changed |
| status.change | The resolving status of a case has been changed |
| source.change | The source of a case has been changed |
| reply.text.create | A reply has been added to the case |
| reply.faq.create | A reply using the Inbenta FAQ's system has been added to the case |
| reply.survey.create | A reply using the Inbenta Survey system has been added to the case |
| reply.forward.create | A reply has been added with the text used to forward the case to a new user not previously related to it |
| subticket.create | A subticket has been created based on the current case |
| postit.public.create | A post-it has been added to the case |
| postit.private.create | A post-it has been added to the case but will only be visible to the user that created it |
| ticket.unarchive | An archived case has been moved back to the inbox |
| attachment.add | An attachment has been added to the case |
| ticket.attachment.erase | A case attachment has been deleted |
| reply.attachment.erase | A reply attachment has been deleted |
| classifications.change | One or more case classifications have been changed |
| sentiment.change | The sentiment of a case has been changed |
| alert.add | An alert was added to the case |
| extra.change | The case extra data has been changed |
| ticket.erase | A part of the case content has been erased |
| reply.erase | A part of the case reply content has been erased |
| twitter.retweet | The case, which was created from a Twitter source, has been retweeted |
| twitter.favorite | The case, which was created from a Twitter source, has been favorited |
| facebook.like | The case, which was created from a Facebook source, has been liked |
| ticket.behalf.create | The actual creator of the case was another user |
| ticket.merge | Multiple cases have been merged into one |
| ticket.split | The case has been split |
| ticket.spam | The case has been marked as spam |