Routing Config
Config of ticketing routing.
Routing Config
- Routing Config Manage
GET ticketing/routingConfig
POST ticketing/routingConfig:disable
POST ticketing/routingConfig:enable
PUT ticketing/routingConfig
Model
Routing Config JSON Format
Routing Config is represented as simple flat JSON objects with the following keys:
| Name | Type | Description |
|---|---|---|
isEnabled |
bool | Whether the Routing rule is enabled or not. |
type |
string | How to route tickets. Allowed values are "simple", "customRules". |
routeToTypeForSimpleRouting |
string | How to route tickets when route type is simple. Allowed values are "agent", "department". |
simpleRoutingRouteToAgentId |
guid | Id of agent whom the ticket is assigned to when routing tickets to agent. |
simpleRoutingRouteToDepartmentId |
guid | Id of department that the ticket is assigned to when routing tickets to department. |
priorityForSimpleRouting |
string | Priority for routing tickets when route type is simple. Allowed values are "urgent", "high", "normal", "low". |
percentageToBotWhenOnline |
integer | Percentage of tickets to be routed to bot when agent is online. |
percentageToBotWhenOffline |
integer | Percentage of tickets to be routed to bot when agent is offline. |
routeToTypeWhenNoRuleMatched |
string | How to route tickets when no custom rule matches. Allowed values are "agent", "department". |
noRuleMatchedRouteToAgentId |
guid | Id of agent whom the ticket is assigned to when no custom rule matches. |
noRuleMatchedRouteToDepartmentId |
guid | Id of department which the ticket is assigned to when no custom rule matches. |
priorityWhenNoRuleMatched |
string | Priority of ticket when no custom rule matches. Allowed values are "urgent", "high", "normal", "low". |
percentageToBotWhenOnlineWhenNoRuleMatched |
integer | Percentage of tickets to be routed to bot when agent is online and no rules matched. |
percentageToBotWhenOfflineWhenNoRuleMatched |
integer | Percentage of tickets to be routed to bot when agent is offline and no rules matched. |
routingRules |
routingRules[] | Reference to Level2SubMenu_RoutingRules. |
Level2SubMenu_RoutingRules JSON Format:
| Name | Type | Description |
|---|---|---|
id |
guid | Id of the custom rule. |
name |
string | Name of the custom rule. |
isEnabled |
bool | Whether custom rule is enabled or not. |
order |
integer | Order of custom rule. |
conditionMetType |
string | How conditions are matched. Allowed values are "any", "all", "logicalExpression". |
logicalExpression |
string | Logical expression to match the conditions i.e., (1 or 2 or 3) and (4 and 5). |
routeToType |
string | How to route tickets. Allowed values are "agent", "department". |
routeToAgentId |
guid | Id of agent whom the ticket is assigned to. |
routeToDepartmentId |
guid | Id of department that the ticket is assigned to. |
priority |
string | Priority of routing tickets. Allowed values are "urgent", "high", "normal", "low". |
percentageToBotWhenOnline |
integer | Percentage of routing to bot when there is agent online. |
percentageToBotWhenOffline |
integer | Percentage of routing to bot when all agents are offline. |
routingRuleConditions |
routingRuleConditions[] | Reference to Routing Rule Condition. |
Routing Rule Condition JSON Format:
| Name | Type | Description |
|---|---|---|
id |
guid | Id of the custom rule condition. |
routingRuleId |
guid | Id of the custom rule. |
fieldName |
string | Name of the ticketing field you want to set value for. |
operator |
string | How value for this condition field is matched. Allowed values are "contains", "notContains", "is", "isNot", "isMoreThan", "isLessThan", "before", "after", "regularExpression", "isOneOf", "isNotIn". |
value |
string | Value of the condition field. |
order |
integer | Order of the field. |
description |
string | Description of the custom rule condition. |
Endpoint
Get a single Routing Config
GET ticketing/routingConfig
Parameters:
| Name | Type | In | Required | Description |
|---|---|---|---|---|
include |
string | query | no | Allowed value is "ticketingRoutingRule". |
Response:
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/routingConfig \
-X
'GET'
\
-H
'Authorization: Bearer {access_token}'
\
Response:
HTTP/1.1 200 OK
Disable the Routing Config
POST ticketing/routingConfig:disable
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/routingConfig:disable \
-X
'POST'
\
-H
'Authorization: Bearer {access_token}'
\
Response:
HTTP/1.1 200 OK
Enable the Routing Config
POST ticketing/routingConfig:enable
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/routingConfig:enable \
-X
'POST'
\
-H
'Authorization: Bearer {access_token}'
\
Response:
HTTP/1.1 200 OK
Update the Routing Config
PUT ticketing/routingConfig
Parameters:
| Name | Type | In | Required | Description |
|---|---|---|---|---|
isEnabled |
bool | body | yes | Whether the Routing rule is enabled or not. |
type |
string | body | yes | How to route tickets. Allowed values are "simple", "customRules". |
routeToTypeForSimpleRouting |
string | body | yes | How to route tickets when route type is simple. Allowed values are "agent", "department". |
simpleRoutingRouteToAgentId |
guid | body | yes | Id of agent whom the ticket is assigned to when routing tickets to agent. |
simpleRoutingRouteToDepartmentId |
guid | body | yes | Id of department that the ticket is assigned to when routing tickets to department. |
priorityForSimpleRouting |
string | body | yes | Priority for routing tickets when route type is simple. Allowed values are "urgent", "high", "normal", "low". |
percentageToBotWhenOnline |
integer | body | no | Percentage of tickets to be routed to bot when agent is online. |
percentageToBotWhenOffline |
integer | body | no | Percentage of tickets to be routed to bot when agent is offline. |
routeToTypeWhenNoRuleMatched |
string | body | yes | How to route tickets when no custom rule matches. Allowed values are "agent", "department". |
noRuleMatchedRouteToAgentId |
guid | body | yes | Id of agent whom the ticket is assigned to when no custom rule matches. |
noRuleMatchedRouteToDepartmentId |
guid | body | yes | Id of department which the ticket is assigned to when no custom rule matches. |
priorityWhenNoRuleMatched |
string | body | yes | Priority of ticket when no custom rule matches. Allowed values are "urgent", "high", "normal", "low". |
percentageToBotWhenOnlineWhenNoRuleMatched |
integer | body | yes | Percentage of tickets to be routed to bot when agent is online and no rules matched. |
percentageToBotWhenOfflineWhenNoRuleMatched |
integer | body | yes | Percentage of tickets to be routed to bot when agent is offline and no rules matched. |
routingRules |
routingRules[] | body | no | Settings of routing rule. |
Response:
Example
Sample Request:
curl https://api15.comm100.io/v4/ticketing/routingConfig \
-X
'PUT'
\
-H
'Authorization: Bearer {access_token}'
\
-H
'Content-Type: application/json'
\
-D
'{"isEnabled":true,"type":"simple","routeToTypeForSimpleRouting":"agent","simpleRoutingRouteToAgentId":"9e7b03e6-e4b8-4026-ba5c-5863e482e87c","simpleRoutingRouteToDepartmentId":"80e1220e-19d2-4ad8-abcf-becb8e3a8155","priorityForSimpleRouting":"normal","percentageToBotWhenOnline":100,"percentageToBotWhenOffline":100,"routeToTypeWhenNoRuleMatched":"agent","noRuleMatchedRouteToAgentId":"be488667-e2bc-4335-b094-fc7ea8cc19d9","noRuleMatchedRouteToDepartmentId":"96e7964a-29cb-40d6-8251-4f334b5748bd","priorityWhenNoRuleMatched":"high","percentageToBotWhenOnlineWhenNoRuleMatched":100,"percentageToBotWhenOfflineWhenNoRuleMatched":0,"routingRules":[{"name":"custom rules 1","isEnabled":false,"order":1,"conditionMetType":"all","logicalExpression":"","routeToType":"agent","routeToAgentId":"52c14ca6-a63f-40a4-8f78-83b96b11a362","routeToDepartmentId":"bdf96bad-890f-4af5-8f4e-42d2cc29e61b","priority":"urgent","percentageToBotWhenOnline":50,"percentageToBotWhenOffline":50,"routingRuleConditions":[{"fieldName":"{!Ticket.@Mentioned Agent}","operator":"isOneOf","value":"[\"be488667-e2bc-4335-b094-fc7ea8cc19d9\",\"b13e222d-4832-4198-9f17-83e5612fa9da\"]","order":1,"description":"@Mentioned Agent is oden3 1000014 or oden2 1000014"}]}]}'
Response:
HTTP/1.1 200 OK