Checklists¶
Note
To add checklist items, use the checklist items endpoint.
Show¶
Required permission: ticket.agent
GET-Request sent: /api/v1/checklists/{checklist id}
Response:
# HTTP-Code 200 OK
{
"name": "Return order",
"sorted_item_ids": [
"18",
"19",
"20",
"21"
],
"updated_by_id": 3,
"created_by_id": 3,
"ticket_id": 4,
"id": 6,
"created_at": "2024-10-15T08:47:50.860Z",
"updated_at": "2024-10-15T08:50:52.698Z",
"item_ids": [
18,
19,
20,
21
]
}
Show By Ticket¶
Required permission: ticket.agent
GET-Request sent: /api/v1/checklists/by_ticket/{ticket id}
Response:
# HTTP-Code 200 OK
{
"id": 6,
"assets": {
"Checklist": {
"6": {
"name": "Return order",
"sorted_item_ids": [
"18",
"19",
"20",
"21"
],
"updated_by_id": 3,
"created_by_id": 3,
"ticket_id": 4,
"id": 6,
"created_at": "2024-10-15T08:47:50.860Z",
"updated_at": "2024-10-15T08:50:52.698Z",
"item_ids": [
18,
19,
20,
21
]
}
},
"ChecklistItem": {
"18": {
"text": "Prepare shipment",
"checked": false,
"updated_by_id": 3,
"ticket_id": null,
"created_by_id": 3,
"checklist_id": 6,
"id": 18,
"created_at": "2024-10-15T08:47:51.036Z",
"updated_at": "2024-10-15T08:47:59.717Z"
},
"19": {
"text": "Inform customer",
"checked": false,
"updated_by_id": 3,
"ticket_id": null,
"created_by_id": 3,
"checklist_id": 6,
"id": 19,
"created_at": "2024-10-15T08:48:02.042Z",
"updated_at": "2024-10-15T08:48:12.726Z"
},
"20": {
"text": "Hand over the goods to the shipping company",
"checked": false,
"updated_by_id": 3,
"ticket_id": null,
"created_by_id": 3,
"checklist_id": 6,
"id": 20,
"created_at": "2024-10-15T08:48:14.216Z",
"updated_at": "2024-10-15T08:49:10.467Z"
},
"21": {
"text": "Check whether return has arrived",
"checked": false,
"updated_by_id": 3,
"ticket_id": null,
"created_by_id": 3,
"checklist_id": 6,
"id": 21,
"created_at": "2024-10-15T08:49:12.388Z",
"updated_at": "2024-10-15T08:49:40.746Z"
}
}
}
}
Create¶
Required permission: ticket.agent
POST-Request sent: /api/v1/checklists
Request:
{
"ticket_id": 7,
"template_id": 1
}
Response:
# HTTP-Code 200 OK
{
"id": 13,
"assets": {
"Checklist": {
"13": {
"id": 13,
"name": "Return order",
"sorted_item_ids": [
"36",
"37",
"38",
"39"
],
"created_by_id": 3,
"updated_by_id": 3,
"created_at": "2024-11-06T13:52:03.826Z",
"updated_at": "2024-11-06T13:52:03.916Z",
"item_ids": [
36,
37,
38,
39
]
}
},
"ChecklistItem": {
"36": {
"id": 36,
"text": "Prepare shipment",
"checked": false,
"checklist_id": 13,
"created_by_id": 3,
"updated_by_id": 3,
"ticket_id": null,
"created_at": "2024-11-06T13:52:03.874Z",
"updated_at": "2024-11-06T13:52:03.874Z"
},
"37": {
"id": 37,
"text": "Inform customer",
"checked": false,
"checklist_id": 13,
"created_by_id": 3,
"updated_by_id": 3,
"ticket_id": null,
"created_at": "2024-11-06T13:52:03.888Z",
"updated_at": "2024-11-06T13:52:03.888Z"
},
"38": {
"id": 38,
"text": "Hand over the goods to the shipping company",
"checked": false,
"checklist_id": 13,
"created_by_id": 3,
"updated_by_id": 3,
"ticket_id": null,
"created_at": "2024-11-06T13:52:03.898Z",
"updated_at": "2024-11-06T13:52:03.898Z"
},
"39": {
"id": 39,
"text": "Check whether return has arrived",
"checked": false,
"checklist_id": 13,
"created_by_id": 3,
"updated_by_id": 3,
"ticket_id": null,
"created_at": "2024-11-06T13:52:03.907Z",
"updated_at": "2024-11-06T13:52:03.907Z"
}
},
"Ticket": {
"7": {
"checklist_id": 13,
"updated_by_id": 3,
"number": "16007",
"title": "complaint wrong items in order #55194711",
"customer_id": 6,
"organization_id": 3,
"group_id": 1,
"owner_id": 1,
"state_id": 4,
"pending_time": null,
"priority_id": 2,
"id": 7,
"note": null,
"first_response_at": null,
"first_response_escalation_at": null,
"first_response_in_min": null,
"first_response_diff_in_min": null,
"close_at": "2024-11-06T11:57:07.439Z",
"close_escalation_at": null,
"close_in_min": null,
"close_diff_in_min": null,
"update_escalation_at": null,
"update_in_min": null,
"update_diff_in_min": null,
"last_close_at": "2024-11-06T11:57:07.439Z",
"last_contact_at": "2024-09-05T12:05:17.455Z",
"last_contact_agent_at": "2024-09-05T12:05:17.455Z",
"last_contact_customer_at": "2024-09-04T14:05:17.394Z",
"last_owner_update_at": null,
"create_article_type_id": 1,
"create_article_sender_id": 2,
"article_count": 2,
"escalation_at": null,
"type": null,
"time_unit": null,
"preferences": {},
"created_by_id": 6,
"created_at": "2024-09-04T14:05:17.394Z",
"updated_at": "2024-11-06T13:52:03.918Z",
"referencing_checklist_ids": [],
"article_ids": [
13,
14
],
"ticket_time_accounting_ids": []
}
},
"Group": {
"1": {
"id": 1,
"signature_id": 1,
"email_address_id": null,
"name": "Sales",
"name_last": "Sales",
"parent_id": null,
"assignment_timeout": null,
"follow_up_possible": "yes",
"reopen_time_in_days": null,
"follow_up_assignment": true,
"active": true,
"shared_drafts": true,
"note": "Standard Group/Pool for Tickets.",
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2024-11-05T14:04:59.574Z",
"updated_at": "2024-11-05T14:05:09.464Z",
"user_ids": [
4,
3,
5
]
},
"2": {
"id": 2,
"signature_id": null,
"email_address_id": null,
"name": "2nd Level",
"name_last": "2nd Level",
"parent_id": null,
"assignment_timeout": null,
"follow_up_possible": "yes",
"reopen_time_in_days": null,
"follow_up_assignment": true,
"active": true,
"shared_drafts": true,
"note": null,
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2024-11-05T14:05:08.581Z",
"updated_at": "2024-11-05T14:05:09.477Z",
"user_ids": [
4,
3,
5
]
},
"3": {
"id": 3,
"signature_id": null,
"email_address_id": null,
"name": "Service Desk",
"name_last": "Service Desk",
"parent_id": null,
"assignment_timeout": null,
"follow_up_possible": "yes",
"reopen_time_in_days": null,
"follow_up_assignment": true,
"active": true,
"shared_drafts": true,
"note": null,
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2024-11-05T14:05:08.610Z",
"updated_at": "2024-11-05T14:05:09.485Z",
"user_ids": [
4,
3,
5
]
}
},
"User": {
"1": {
"id": 1,
"organization_id": null,
"login": "-",
"firstname": "-",
"lastname": "",
"email": "",
"image": null,
"image_source": null,
"web": "",
"phone": "",
"fax": "",
"mobile": "",
"department": "",
"street": "",
"zip": "",
"city": "",
"country": "",
"address": "",
"vip": false,
"verified": false,
"active": false,
"note": "",
"last_login": null,
"source": null,
"login_failed": 0,
"out_of_office": false,
"out_of_office_start_at": null,
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"preferences": {},
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2024-11-05T14:04:58.476Z",
"updated_at": "2024-11-05T14:04:58.476Z",
"role_ids": [],
"two_factor_preference_ids": [],
"organization_ids": [],
"authorization_ids": [],
"overview_sorting_ids": [],
"group_ids": {}
},
"6": {
"id": 6,
"organization_id": 3,
"login": "anna@example.com",
"firstname": "Anna",
"lastname": "Lopez",
"email": "anna@example.com",
"image": "4b1cb1fae2e608ffa72099774e1f57ad",
"image_source": null,
"web": "",
"phone": "415-123-5858",
"fax": "",
"mobile": "",
"department": null,
"street": "",
"zip": "",
"city": "",
"country": "",
"address": "Golden Gate Bridge\nSan Francisco, CA 94129",
"vip": false,
"verified": false,
"active": true,
"note": "likes espresso romano - recommended espresso con panna",
"last_login": null,
"source": null,
"login_failed": 0,
"out_of_office": false,
"out_of_office_start_at": null,
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"preferences": {
"lat": 37.8176155,
"lng": -122.47831227441239,
"tickets_closed": 2,
"tickets_open": 1
},
"updated_by_id": 3,
"created_by_id": 1,
"created_at": "2024-11-05T14:05:09.670Z",
"updated_at": "2024-11-06T11:57:10.165Z",
"role_ids": [
3
],
"two_factor_preference_ids": [],
"organization_ids": [],
"authorization_ids": [],
"overview_sorting_ids": [],
"group_ids": {}
},
"7": {
"id": 7,
"organization_id": 3,
"login": "samuel@example.com",
"firstname": "Samuel",
"lastname": "Lee",
"email": "samuel@example.com",
"image": "5911d228f3588c36a72d80eb0c1e4d08",
"image_source": null,
"web": "",
"phone": "855-666-7777",
"fax": "",
"mobile": "",
"department": null,
"street": "",
"zip": "",
"city": "",
"country": "",
"address": "5201 Blue Lagoon Drive\n8th Floor & 9th Floor\nMiami, FL 33126",
"vip": false,
"verified": false,
"active": true,
"note": "likes americano, did order two units",
"last_login": null,
"source": null,
"login_failed": 0,
"out_of_office": false,
"out_of_office_start_at": null,
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"preferences": {
"tickets_closed": 1,
"tickets_open": 1
},
"updated_by_id": 3,
"created_by_id": 1,
"created_at": "2024-11-05T14:05:10.244Z",
"updated_at": "2024-11-06T13:51:06.168Z",
"role_ids": [
3
],
"two_factor_preference_ids": [],
"organization_ids": [],
"authorization_ids": [],
"overview_sorting_ids": [],
"group_ids": {}
},
"8": {
"id": 8,
"organization_id": 3,
"login": "emily@example.com",
"firstname": "Emily",
"lastname": "Adams",
"email": "emily@example.com",
"image": "99ba64a89f7783c099c304c9b00ff9e8",
"image_source": null,
"web": "",
"phone": "0061 2 1234 7777",
"fax": "",
"mobile": "",
"department": null,
"street": "",
"zip": "",
"city": "",
"country": "",
"address": "Bennelong Point\nSydney NSW 2000",
"vip": false,
"verified": false,
"active": true,
"note": "did order café au lait, ask next time if the flavor was as expected",
"last_login": null,
"source": null,
"login_failed": 0,
"out_of_office": false,
"out_of_office_start_at": null,
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"preferences": {
"lat": -33.8275368,
"lng": 151.0820211
},
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2024-11-05T14:05:12.317Z",
"updated_at": "2024-11-05T14:05:12.858Z",
"role_ids": [
3
],
"two_factor_preference_ids": [],
"organization_ids": [],
"authorization_ids": [],
"overview_sorting_ids": [],
"group_ids": {}
},
"3": {
"id": 3,
"organization_id": 2,
"login": "chris@chrispresso.com",
"firstname": "Christopher",
"lastname": "Miller",
"email": "chris@chrispresso.com",
"image": "7a6a0d1d94ad2037153cf3a6c1b49a53",
"image_source": null,
"web": "",
"phone": "",
"fax": "",
"mobile": "",
"department": null,
"street": "",
"zip": "",
"city": "",
"country": "",
"address": null,
"vip": false,
"verified": false,
"active": true,
"note": "",
"last_login": "2024-11-06T08:32:10.202Z",
"source": null,
"login_failed": 0,
"out_of_office": false,
"out_of_office_start_at": null,
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"preferences": {
"locale": "en-us",
"notification_config": {
"matrix": {
"create": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": true,
"subscribed": true,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"update": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": true,
"subscribed": true,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"reminder_reached": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": false,
"subscribed": false,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"escalation": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": false,
"subscribed": false,
"no": false
},
"channel": {
"email": true,
"online": true
}
}
}
},
"intro": true,
"keyboard_shortcuts_clues": true,
"theme": "light"
},
"updated_by_id": 3,
"created_by_id": 1,
"created_at": "2024-11-05T14:05:08.938Z",
"updated_at": "2024-11-06T08:34:36.031Z",
"role_ids": [
1,
2
],
"two_factor_preference_ids": [],
"organization_ids": [],
"authorization_ids": [],
"overview_sorting_ids": [],
"group_ids": {
"1": [
"full"
],
"2": [
"full"
],
"3": [
"full"
]
}
},
"4": {
"id": 4,
"organization_id": 2,
"login": "jacob@chrispresso.com",
"firstname": "Jacob",
"lastname": "Smith",
"email": "jacob@chrispresso.com",
"image": "95afc1244af5cb8b77edcd7224c5d5f8",
"image_source": null,
"web": "",
"phone": "",
"fax": "",
"mobile": "",
"department": null,
"street": "",
"zip": "",
"city": "",
"country": "",
"address": null,
"vip": false,
"verified": false,
"active": true,
"note": "",
"last_login": null,
"source": null,
"login_failed": 0,
"out_of_office": false,
"out_of_office_start_at": null,
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"preferences": {
"locale": "en-us",
"notification_config": {
"matrix": {
"create": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": true,
"subscribed": true,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"update": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": true,
"subscribed": true,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"reminder_reached": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": false,
"subscribed": false,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"escalation": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": false,
"subscribed": false,
"no": false
},
"channel": {
"email": true,
"online": true
}
}
}
}
},
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2024-11-05T14:05:09.247Z",
"updated_at": "2024-11-05T14:05:09.329Z",
"role_ids": [
1,
2
],
"two_factor_preference_ids": [],
"organization_ids": [],
"authorization_ids": [],
"overview_sorting_ids": [],
"group_ids": {
"1": [
"full"
],
"2": [
"full"
],
"3": [
"full"
]
}
},
"5": {
"id": 5,
"organization_id": 2,
"login": "emma@chrispresso.com",
"firstname": "Emma",
"lastname": "Taylor",
"email": "emma@chrispresso.com",
"image": "b64fef91c29105b4a08a2a69be08eda3",
"image_source": null,
"web": "",
"phone": "",
"fax": "",
"mobile": "",
"department": null,
"street": "",
"zip": "",
"city": "",
"country": "",
"address": null,
"vip": false,
"verified": false,
"active": true,
"note": "",
"last_login": null,
"source": null,
"login_failed": 0,
"out_of_office": false,
"out_of_office_start_at": null,
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"preferences": {
"locale": "en-us",
"notification_config": {
"matrix": {
"create": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": true,
"subscribed": true,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"update": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": true,
"subscribed": true,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"reminder_reached": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": false,
"subscribed": false,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"escalation": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": false,
"subscribed": false,
"no": false
},
"channel": {
"email": true,
"online": true
}
}
}
}
},
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2024-11-05T14:05:09.444Z",
"updated_at": "2024-11-05T14:05:09.565Z",
"role_ids": [
2
],
"two_factor_preference_ids": [],
"organization_ids": [],
"authorization_ids": [],
"overview_sorting_ids": [],
"group_ids": {
"1": [
"full"
],
"2": [
"full"
],
"3": [
"full"
]
}
}
},
"Organization": {
"3": {
"id": 3,
"name": "Awesome Customer Inc.",
"shared": true,
"domain": "",
"domain_assignment": false,
"active": true,
"vip": false,
"note": "Global distributor of communication and security products, electrical and electronic wire & cable.",
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2024-11-05T14:05:08.651Z",
"updated_at": "2024-11-05T14:05:08.651Z",
"member_ids": [
6,
7,
8
],
"secondary_member_ids": []
},
"2": {
"id": 2,
"name": "Chrispresso Inc.",
"shared": true,
"domain": "",
"domain_assignment": false,
"active": true,
"vip": false,
"note": "Manufacturer of individual coffee products.",
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2024-11-05T14:05:08.629Z",
"updated_at": "2024-11-05T14:05:08.629Z",
"member_ids": [
3,
4,
5
],
"secondary_member_ids": []
}
},
"Role": {
"3": {
"id": 3,
"name": "Customer",
"preferences": {},
"default_at_signup": true,
"active": true,
"note": "People who create Tickets ask for help.",
"updated_by_id": 3,
"created_by_id": 1,
"created_at": "2024-11-05T14:04:58.608Z",
"updated_at": "2024-11-05T14:05:25.323Z",
"permission_ids": [
61,
63,
64,
65,
67,
68,
71
],
"knowledge_base_permission_ids": [],
"group_ids": {}
},
"1": {
"id": 1,
"name": "Admin",
"preferences": {},
"default_at_signup": false,
"active": true,
"note": "To configure your system.",
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2024-11-05T14:04:58.562Z",
"updated_at": "2024-11-05T14:04:58.562Z",
"permission_ids": [
1,
56,
58,
62
],
"knowledge_base_permission_ids": [],
"group_ids": {}
},
"2": {
"id": 2,
"name": "Agent",
"preferences": {},
"default_at_signup": false,
"active": true,
"note": "To work on Tickets.",
"updated_by_id": 1,
"created_by_id": 1,
"created_at": "2024-11-05T14:04:58.592Z",
"updated_at": "2024-11-05T14:04:58.592Z",
"permission_ids": [
52,
54,
57,
60,
62
],
"knowledge_base_permission_ids": [],
"group_ids": {}
}
}
}
}
Update¶
Required permission: ticket.agent
PATCH-Request sent: /api/v1/checklists/{checklist id}
Request:
{
"name": "New checklist name",
"sorted_item_ids": [
"34",
"33",
"32"
]
}
Response:
# HTTP-Code 200 OK
{
"name": "New checklist name",
"sorted_item_ids": [
"34",
"33",
"32"
],
"updated_by_id": 3,
"created_by_id": 3,
"ticket_id": 7,
"id": 12,
"created_at": "2024-10-16T06:57:51.474Z",
"updated_at": "2024-10-16T07:49:06.923Z",
"item_ids": [
32,
33,
34
]
}
Delete¶
Required permission: ticket.agent
DELETE-Request sent: /api/v1/checklists/{checklist id}
Response:
# HTTP-Code 200 OK