Developers

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