Support events | Docs

Support events

SupportCaseStatus

SupportCaseStatus.Value

Name	Number	Description
UNSPECIFIED	0
UNKNOWN	1
CANCELLED	2
IN_PROGRESS	3
MERGED	4
PENDING_CUSTOMER_UPDATE	5
RESOLVED	6
ON_HOLD	7
SPAM	8
PENDING_METER_UPDATE	9
NEW	10
PENDING_THIRD_PARTY_UPDATE	11

SupportCasePriority

SupportCasePriority.Value

Name	Number	Description
UNSPECIFIED	0
SEV_1	1
SEV_2	2
SEV_3	3
SEV_4	4

SupportCaseOrigin

SupportCaseOrigin.Value

Name	Number	Description
UNSPECIFIED	0
EMAIL	1
PHONE	2
WEB	3
SLACK	4
ALERT	5
LINEAGE_NOW	6
UNKNOWN	7

SupportCaseTechnologyType

SupportCaseTechnologyType.Value

Name	Number	Description
UNSPECIFIED	0
WIRELESS	1
WIRED	2
BOTH	3
DASHBOARD	4

SupportCaseIssueType

SupportCaseIssueType.Value

Name	Number	Description
UNSPECIFIED	0
UNKNOWN	1
SLOW	2
INTERMITTEN_CONNECTIVITY	3
UNABLE_TO_CONNECT	4
CHANGE_CONFIG	5
BROKEN_FEATURE	6

SupportCaseCommentType

SupportCaseCommentType.Value

Name	Number	Description
UNSPECIFIED	0
EMAIL	1
SALESFORCE	2
SLACK	3

SupportIntegrationType

SupportIntegrationType.Value

Name	Number	Description
UNSPECIFIED	0
UNKNOWN	1
SERVICE_NOW	2

ServiceNowEntityType

ServiceNowEntityType.Value

Name	Number	Description
UNSPECIFIED	0
UNKNOWN	1
INCIDENT	2
SERVICE_REQUEST	3
CHANGE_REQUEST	4

SupportCaseEntityRef

Field	Type	Description
uuid	string

SupportCaseRef

Field	Type	Description
uuid	string
company	SupportCaseEntityRef
network	SupportCaseEntityRef

SupportEvent

Field	Type	Description
uuid	string
email	string
name	StringValue
phone_number	StringValue
title	StringValue

SupportIntegrationRef

Field	Type	Description
uuid	string
type	SupportIntegrationType.Value

ServiceNowSupportCaseIntegrationData

Field	Type	Description
entity_type	ServiceNowEntityType.Value

SupportCaseIntegrationSnapshot

Field	Type	Description
uuid	string
integration	SupportIntegrationRef
service_now	ServiceNowSupportCaseIntegrationData

SupportCaseSnapshot

Field	Type	Description
uuid	string
company	SupportCaseEntityRef
network	SupportCaseEntityRef
subject	string
description	string
status	SupportCaseStatus.Value
priority	SupportCasePriority.Value
origin	SupportCaseOrigin.Value
technology_type	SupportCaseTechnologyType.Value
issue_type	SupportCaseIssueType.Value
issue_location	StringValue
mac_address	StringValue
parent_support_case_uuid	StringValue
requester	SupportEvent
assigned_to	SupportEvent
customer	SupportEvent
contacts[]	SupportEvent
resolved_by	SupportEvent
resolved_at	StringValue
is_customer_sourced	bool
close_code	StringValue
close_notes	StringValue
created_at	string
updated_at	string
salesforce_case_id	StringValue
salesforce_case_number	StringValue
external_id	StringValue
integrations[]	SupportCaseIntegrationSnapshot

SupportCaseAttachmentSnapshot

Field	Type	Description
uuid	string
file_name	string
content_type	string
body_length	int64
author	SupportEvent
salesforce_id	StringValue
external_id	StringValue
created_at	string
updated_at	string
support_case	SupportCaseEntityRef
company	SupportCaseEntityRef
network	SupportCaseEntityRef

SupportCaseCommentSnapshot

Field	Type	Description
uuid	string
support_case	SupportCaseRef
body	string
author	SupportEvent
salesforce_id	StringValue
external_id	StringValue
comment_type	SupportCaseCommentType.Value
is_deleted	bool
created_at	string
updated_at	string
attachments[]	SupportCaseAttachmentSnapshot

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