Manage attachments

You can now use the Service Ticket Mashup service to manage attachments for a service ticket. The new capabilities are as follows:

• Upload attachments for a given service ticket. The allowed file types are *.txt, *.png, *.jpg, *.mp4, and *.pdf. The total uploaded file size for a service ticket cannot exceed 1.6 MB.
• Modify the file name of attachment.
• Delete an attachment.
• Retrieve the download link for the specified attachment. The download link will expire after one minute upon retrieval.
• Delete all attachments for a service ticket.

Dispatch service tickets

You can now use the Service Ticket Mashup service to dispatch service tickets. If the status of an unassigned service ticket is OPEN or INPROCESS, the service dispatches the ticket to a user assigned to the service ticket user group in the Contact Center Settings. Users can accept or reject the service tickets they receive. Details are as follows:

• Use the new endpoint {tenant}/dispatchingSetting to configure dispatch settings for service tickets.
• If a new service ticket is posted without an assigned processor, the Service Ticket Mashup service sends a request to the Contact Center for dispatching. This happens only when the service ticket dispatch setting is switched on.
• The request body of the PUT operation for the endpoint {tenant}/serviceTickets/{id} is enhanced with the new attribute cctrTaskStatus. If the modified service ticket is unassigned, with the status of Open or InProcess, you can set the value of cctrTaskStatus to TO_BE_SENT to trigger dispatch again. This happens only when the service ticket dispatch setting is switched on.
• The response body of the GET operation for the endpoints for retrieving a service ticket is enhanced with the new attribute cctrTaskStatus. Use it to indicate the status of sending a request to the Contact Center for dispatching.