Auto Distribution
Config of ticketing auto distribution.
Auto Distributions
- Auto Distributions Manage
GET ticketing/autoDistributionConfig
POST ticketing/autoDistributionConfig:disable
POST ticketing/autoDistributionConfig:enable
PUT ticketing/autoDistributionConfig
Model
Auto Distribution JSON Format
Auto Distribution is represented as simple flat JSON objects with the following keys:
| Name | Type | Description |
|---|---|---|
isEnabled |
bool | Whether Auto Distribution is enabled or not. |
autoDistributionMethod |
string | How tickets are assigned to an agent. Allowed values are "assignToAgentByLoadBalancing", "assignToAgentByRoundRobin". |
isLastAssignedAgentPreferred |
bool | Whether to choose the last assigned agent first when new ticket is received or not. |
ifLimitMaxTicketsForAllAgents |
bool | Whether maximum number of auto assigned tickets option is enabled for all agents or not. |
maxTicketsForAllAgents |
integer | Number of maximum auto assigned tickets for all agents. |
ifExcludePendingExternalFromAgentMaxTicketCount |
bool | Tickets marked with the status of pending external will not be counted when the system checks if an agent has reached their predefined maximum number of tickets. |
ifExcludeOnHoldFromAgentMaxTicketCount |
bool | Tickets marked with the status of on holding will not be counted when the system checks if an agent has reached their predefined maximum number of tickets. |
isAutoDistributionOnlineAgentsOnly |
bool | |
agentAutoDistributions |
agentAutoDistributions[] | Reference to Agent Auto Distribution. |
departmentAutoDistributions |
departmentAutoDistributions[] | Reference to Department Auto Distribution. |
Agent Auto Distribution JSON Format:
| Name | Type | Description |
|---|---|---|
ifParticipateInAutoDistribution |
bool | Whether an agent can automatically accept tickets or not. |
maxTickets |
integer | Maximum tickets an agent can automatically accept. |
agentId |
guid | Id of the agent. |
agent |
agent | Reference to Agent. |
Department Auto Distribution JSON Format:
| Name | Type | Description |
|---|---|---|
departmentId |
guid | Id of the department. |
autoDistributionMethod |
string | How tickets routed to a department are assigned to agent. Allowed values are "assignToAgentByLoadBalancing", "assignToAgentByRoundRobin", "keepDepartmentAsAssignee". |
isLastAssignedAgentPreferred |
bool | Whether preferred assign to the department that was assigned last time. |
Endpoint
Get a single Auto Distribution
GET ticketing/autoDistributionConfig
Parameters:
| Name | Type | In | Required | Description |
|---|---|---|---|---|
include |
string | query | no | Allowed values are "ticketingAgentAutoDistribution", "ticketingDepartmentAutoDistribution". |
Response:
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/autoDistributionConfig \
-X
'GET'
\
-H
'Authorization: Bearer {access_token}'
\
Response:
HTTP/1.1 200 OK
Disable the Auto Distribution
POST ticketing/autoDistributionConfig:disable
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/autoDistributionConfig:disable \
-X
'POST'
\
-H
'Authorization: Bearer {access_token}'
\
Response:
HTTP/1.1 200 OK
Enable the Auto Distribution
POST ticketing/autoDistributionConfig:enable
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/autoDistributionConfig:enable \
-X
'POST'
\
-H
'Authorization: Bearer {access_token}'
\
Response:
HTTP/1.1 200 OK
Update the Auto Distribution
PUT ticketing/autoDistributionConfig
Parameters:
| Name | Type | In | Required | Description |
|---|---|---|---|---|
isEnabled |
bool | body | no | Whether Auto Distribution is enabled or not. |
autoDistributionMethod |
string | body | no | How tickets are assigned to an agent. Allowed values are "assignToAgentByLoadBalancing", "assignToAgentByRoundRobin". |
isLastAssignedAgentPreferred |
bool | body | no | Whether to choose the last assigned agent first when new ticket is received or not. |
ifLimitMaxTicketsForAllAgents |
bool | body | no | Whether maximum number of auto assigned tickets option is enabled for all agents or not. |
maxTicketsForAllAgents |
integer | body | no | Number of maximum auto assigned tickets for all agents. |
ifExcludePendingExternalFromAgentMaxTicketCount |
bool | body | no | Tickets marked with the status of pending external will not be counted when the system checks if an agent has reached their predefined maximum number of tickets. |
ifExcludeOnHoldFromAgentMaxTicketCount |
bool | body | no | Tickets marked with the status of on holding will not be counted when the system checks if an agent has reached their predefined maximum number of tickets. |
isAutoDistributionOnlineAgentsOnly |
bool | body | no | |
agentAutoDistributions |
agentAutoDistributions[] | body | no | Settings of agent in Auto Distribution. |
departmentAutoDistributions |
departmentAutoDistributions[] | body | no | Settings of department in Auto Distribution. |
Response:
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/autoDistributionConfig \
-X
'PUT'
\
-H
'Authorization: Bearer {access_token}'
\
-H
'Content-Type: application/json'
\
-D
'{"isEnabled":true,"autoDistributionMethod":"assignToAgentByLoadBalancing","isLastAssignedAgentPreferred":false,"ifLimitMaxTicketsForAllAgents":false,"maxTicketsForAllAgents":50,"ifExcludePendingExternalFromAgentMaxTicketCount":true,"ifExcludeOnHoldFromAgentMaxTicketCount":true,"isAutoDistributionOnlineAgentsOnly":true,"agentAutoDistributions":[{"ifParticipateInAutoDistribution":false,"maxTickets":100}],"departmentAutoDistributions":[{"autoDistributionMethod":"assignToAgentByLoadBalancing","isLastAssignedAgentPreferred":false}]}'
Response:
HTTP/1.1 200 OK