Developers
Authorization
API Resources
NL Interpreter
Search
Benti
Benti
Benti API
Case history actions
Case history actions
This article is an introduction to the API endpoint that allows you to view the full history of a case: [GET] /tickets/{id}/history.
The case history is a list of actions: who created it, what it is about, when it happened, etc. The following table shows all possible actions with a short summary of what they mean:
| Name | Description |
|---|---|
| queue.change | A case has been moved to a different queue |
| solver.change | The solver of a case has been changed |
| priority.change | The priority of a case has been changed |
| status.change | The resolving status of a case has been changed |
| source.change | The source of a case has been changed |
| reply.text.create | A reply has been added to the case |
| reply.faq.create | A reply using the Inbenta FAQ's system has been added to the case |
| reply.survey.create | A reply using the Inbenta Survey system has been added to the case |
| reply.forward.create | A reply has been added with the text used to forward the case to a new user not previously related to it |
| subticket.create | A subticket has been created based on the current case |
| postit.public.create | A post-it has been added to the case |
| postit.private.create | A post-it has been added to the case but will only be visible to the user that created it |
| ticket.unarchive | An archived case has been moved back to the inbox |
| attachment.add | An attachment has been added to the case |
| ticket.attachment.erase | A case attachment has been deleted |
| reply.attachment.erase | A reply attachment has been deleted |
| classifications.change | One or more case classifications have been changed |
| sentiment.change | The sentiment of a case has been changed |
| alert.add | An alert was added to the case |
| extra.change | The case extra data has been changed |
| ticket.erase | A part of the case content has been erased |
| reply.erase | A part of the case reply content has been erased |
| twitter.retweet | The case, which was created from a Twitter source, has been retweeted |
| twitter.favorite | The case, which was created from a Twitter source, has been favorited |
| facebook.like | The case, which was created from a Facebook source, has been liked |
| ticket.behalf.create | The actual creator of the case was another user |
| ticket.merge | Multiple cases have been merged into one |
| ticket.split | The case has been split |
| ticket.spam | The case has been marked as spam |