POST Agents/Ticket/SaveTicketMessageEntityWithOptions

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 • 7 minutes to read 
POST /api/v1/Agents/Ticket/SaveTicketMessageEntityWithOptions

Saves a ticket message and performs additional actions

NsApiSlow threshold: 2000 ms.

Query String Parameters

Parameter Name Type Description
$select string Optional comma separated list of properties to include in the result. Other fields are then nulled out to reduce payload size: "Name,department,category". Default = show all fields. 
POST /api/v1/Agents/Ticket/SaveTicketMessageEntityWithOptions?$select=name,department,category/id

Request Headers

Parameter Name Description
Authorization Supports 'Basic', 'SoTicket' and 'Bearer' schemes, depending on installation type.
X-XSRF-TOKEN If not using Authorization header, you must provide XSRF value from cookie or hidden input field
Content-Type Content-type of the request body: application/json, text/json, application/xml, text/xml, application/x-www-form-urlencoded, application/json-patch+json, application/merge-patch+json
Accept Content-type(s) you would like the response in: application/json, text/json, application/xml, text/xml, application/json-patch+json, application/merge-patch+json
Accept-Language Convert string references and multi-language values into a specified language (iso2) code.
SO-Language Convert string references and multi-language values into a specified language (iso2) code. Overrides Accept-Language value.
SO-Culture Number, date formatting in a specified culture (iso2 language) code. Partially overrides SO-Language/Accept-Language value. Ignored if no Language set.
SO-TimeZone Specify the timezone code that you would like date/time responses converted to.
SO-AppToken The application token that identifies the partner app. Used when calling Online WebAPI from a server.

Request Body: request

Entity, Notify, AttachmentIds, UpdateRepliedAt

Property Name Type Description
Entity TicketMessageEntity The ticket messages are e-mails, SMS or other messages attached to a ticket (aka request). Carrier object for TicketMessageEntity. Services for the TicketMessageEntity Carrier is available from the Ticket Agent.
Notify Boolean
AttachmentIds Array
UpdateRepliedAt Boolean

Response:

OK

Response Description
200 OK

Response body: TicketMessageEntity

Property Name Type Description
EjMessageId int32 The primary key (auto-incremented)
Ticket Ticket The connected ticket
CreatedAt date-time When the message was posted.
CreatedBy Associate The associate who created this ticket message
Author string A string representing the author of the message. Could be a user's name, or a persons email address.
Slevel string The securitylevel of the message.
Type string The type of the message (plaintext/html).
MessageId string The Message-Id header value from the email. Used for threading, i.e. connecting messages to existing tickets.
TimeSpent int32 The time spent (minutes) for this message.
Body string The textbody for the message.
HtmlBody string The html body for the message (if any).
EmailHeader string The email header is saved in this field as raw text
DebugInfo string The debug info for the message.
MailSorter string The name of the mail sorter used when the email was imported. Note: We must use name instead of id since the id's change every time one changes the mail sorter. :-0
MessageCategory string Defines what kind of message this is.
Person Person If this is an incoming message, this will contain the person Use MDO List name "person_new" to get list items.
SearchTitle string A copy of the title of the ticket, for search optimisation and simpler reporting.
MessageHeaders array Contains the message headers, like To, Cc, Bcc information, or custom headers
Important bool If this message is important or not.
Language string The language this message is in, based on some kind of analysis
Sentiment int32 Sentiment index, 100 = completely happy; -100 = suicidally unhappy; 0 = no idea
SentimentConfidence int32 Confidence of sentiment index, 0 = no idea, 100 = completely sure
Badge string Badge to explicitly determine how a message was generated
AttachmentsInfo array Message attachments information
ExtraFields object Deprecated: Use {SuperOffice.CRM.Services.TicketMessageEntity.CustomFields} instead. Extra fields added to the carrier. This could be data from Plug-ins, the foreign key system, external applications, etc.
CustomFields object Udef + Extra fields added to the carrier. Extra fields as defined by changes to database schema + user-defined fields as defined by admin. Custom fields combines user defined fields and extra fields into one bucket. The individual {SuperOffice.CRM.Services.TicketMessageEntity.ExtraFields} and UserDefinedFields properties are deprecated in favor of this combined collection.
TableRight TableRight The carrier's table right
FieldProperties object Field property dictionary mapping field names to field access rights.

Sample request

POST /api/v1/Agents/Ticket/SaveTicketMessageEntityWithOptions
Authorization: Basic dGplMDpUamUw
Accept: application/json; charset=utf-8
Accept-Language: *
Content-Type: application/json; charset=utf-8

{
  "Entity": null,
  "Notify": true,
  "AttachmentIds": [
    968,
    91
  ],
  "UpdateRepliedAt": false
}

Sample response

HTTP/1.1 200 OK
Content-Type: application/json; charset=utf-8

{
  "EjMessageId": 5682,
  "Ticket": null,
  "CreatedAt": "2024-12-05T17:00:00+01:00",
  "CreatedBy": null,
  "Author": "support@company.com",
  "Slevel": "External",
  "Type": "Html",
  "MessageId": "<msg-5682@support.company.com>",
  "TimeSpent": 25,
  "Body": "We're glad to hear the issue has been resolved. If you have any further questions or concerns, please don't hesitate to contact us.",
  "HtmlBody": "<p>We're glad to hear the issue has been resolved.</p><p>If you have any further questions or concerns, please don't hesitate to contact us.</p>",
  "EmailHeader": "support@company.com",
  "DebugInfo": "",
  "MailSorter": "support@company.com",
  "MessageCategory": "Message",
  "Person": null,
  "SearchTitle": "eligendi",
  "MessageHeaders": [
    {
      "Id": 597,
      "Name": "Erdman-Kshlerin",
      "Value": "qui",
      "StdItem": "CustomerReadFAQ",
      "StdItemCol": "Name",
      "TableRight": null,
      "FieldProperties": {
        "fieldName": {
          "FieldRight": null,
          "FieldType": "System.String",
          "FieldLength": 822
        }
      }
    }
  ],
  "Important": true,
  "Language": "id",
  "Sentiment": 55,
  "SentimentConfidence": 566,
  "Badge": "Comment",
  "AttachmentsInfo": [
    {
      "AttachmentId": 538,
      "Name": "Armstrong Group",
      "ContentType": "qui",
      "AttSize": 275,
      "InlineImage": true,
      "ContentId": "sed",
      "AuthKey": "quia",
      "IsSafeFileExtension": false,
      "TableRight": null,
      "FieldProperties": {
        "fieldName": {
          "FieldRight": null,
          "FieldType": "System.String",
          "FieldLength": 29
        }
      }
    }
  ],
  "ExtraFields": {
    "ExtraFields1": "tempore",
    "ExtraFields2": "sunt"
  },
  "CustomFields": {
    "CustomFields1": "non",
    "CustomFields2": "nam"
  },
  "TableRight": null,
  "FieldProperties": {
    "fieldName": {
      "FieldRight": null,
      "FieldType": "System.String",
      "FieldLength": 550
    }
  }
}