Config of ticketing auto distribution.
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. |
GET ticketing/autoDistributionConfig
Name | Type | In | Required | Description |
---|---|---|---|---|
include |
string | query | no | Allowed values are "ticketingAgentAutoDistribution", "ticketingDepartmentAutoDistribution". |
Sample Request:
Response:
HTTP/1.1 200 OK
POST ticketing/autoDistributionConfig:disable
Sample Request:
Response:
HTTP/1.1 200 OK
POST ticketing/autoDistributionConfig:enable
Sample Request:
Response:
HTTP/1.1 200 OK
PUT ticketing/autoDistributionConfig
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. |
Sample Request:
Response:
HTTP/1.1 200 OK