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Ticket

Ticket creation

To perform an integration that creates a ticket, you must send a request with the following structure:

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POST https://queue-api.obmessage.ai/api/v1/tickets
X-Api-Key: {{API_KEY}}
Content-Type: application/json

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{
    "topic_id": string,
    "data": {
        "id": int,
        "name": string,
        "lastname": string
    }
}

Example

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{
    "topic_id": "519ac790-85cd-411e-b744-d21d83f21178",
    "data": {
        "id": 1,
        "name": "Juan",
        "lastname": "Pérez"
    }
}

Result when creating the ticket

When the result is 200 OK, the response has the following structure:

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{
    "id": uuid,
    "topic_id": uuid,
    "status_id": int,
    "ticket_number": string,
    "sla_minutes": int,
    "priority": int,
    "created_at": utc-date
}

If the topic used has the with_turn option set to true, a turn will also be generated when the ticket is created. In that case, the result will have the following structure:

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{
    "id": uuid,
    "topic_id": uuid,
    "status_id": int,
    "ticket_number": string,
    "turn": {
        "id": int,
        "created_at": utc-date,
        "attention_date": date,
        "start_hour": string(time: hh:mm:ss),
        "end_hour": string(time: hh:mm:ss),
        "code": string
    },
    "sla_minutes": 60,
    "priority": 1,
    "created_at": "2024-07-29T13:56:20.58197239Z"
}

Field description

Field Type Description Required / Default value
topic_id uuid ID of the topic from which the ticket will be created. ✔
status_id int Parent status of the ticket. The topic’s status_default is used. If the topic does not have a default status, this field is required.
customer_status_id int Customer status of the ticket. The topic’s status_default is used. If the topic does not have a default status, the value will be null.
assigned_user_id uuid ID of the user to whom the ticket will be assigned. ✖
sla_minutes int Ticket SLA value. If not sent, the topic’s sla_minutes value is used.
priority int Ticket priority. Allowed range: [1-10]. The default value is 1. If not sent, the topic’s default_priority value is used.
comment string Comments associated with the ticket. ✖
attachments []JSON Files attached to the ticket. The ID of the file registered in the fileserver must be sent. ✖
data JSON Set of data associated with the ticket. This data is displayed according to the configured template. ✔
turn_id int ID of the turn that will be used to copy the code when the ticket turn is generated. ✖
attention_date string Service date on which the turn will be handled, in yyyy-mm-dd format. datetime.NOW
bot_script_id_success int Aless integration: ID of the script to which the bot should jump if the ticket is created successfully. ✖
bot_script_id_failed int Aless integration: ID of the script to which the bot should jump if an error occurs while creating the ticket. ✖

Errors when creating the ticket

If the topic used is outside the configured schedule, the following error is returned:

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{
    "code": "error.invalid_reference",
    "message": "error creating ticket: 'no schedules or turn'"
}

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