API Enums

From version 2021.1 the status reasons and resolution methods architecturally support all work items (i.e. Tickets, Cases and Actions), however currently some of them are specific to a Ticket/Case/Action - see below for more information.

Please note that the enum values are not in chronological order, so comparing the JSON enum response to the Swagger model will not be accurate. Please instead refer to the following tables for enum interpretations.

Status Reasons

0	Newly created	The work item has not been updated since it was created, so no status changes have been made.
1	Updated by resource	The status changed because the work item was updated by a Human or Robot resource.
2	Updated by integration	The status changed because the work item was updated by an integration.
4	New information received	The status changed because new information was received.
5	Timeout	The status changed because the work item has timed out
6	Scheduled date and time reached	The status changed because the work item reached a particular date/time.
7	All split Tickets completed	The status changed because all the split Tickets of a Ticket were completed.
9	Sub-Case completed	The status changed because the Subcase was completed.
10	Sub-Case cancelled	The status changed because the Subcase was cancelled.
11	Blocked by business rule	The status changed because a business rule is preventing the work item from continuing.
14	Feedback window passed	The status changed because the feedback window for the work item passed with no feedback received.
17	All child work items completed	The status changed because all Actions and Subcases are completed.
18	Previous step completed	The status changed because all Actions within a step are completed and the Case step progression mode is manual.
19	Action unable to be completed	The status changed because an Action has been updated with a status of 'Unable to Complete'.
20	Updated by Enate	The status changed because the Enate System updated the work item.
21	Case started rework	The status changed because of Case rework.
22	Cancelled	The status changed because the work item has been cancelled/aborted
23	Sub-Case not yet started	The status changed because the Work Item is waiting for Sub Case To Start.
24	One or more Actions not completed successfully	The status changed because an Action within a Case encountered a problem.
100	Unknown	The reason for the status change is unknown, but it is likely as a result of an upgrade from a version of Enate which didn't capture this information.
101	Updated by support team	The status was changed by a member of the support team

Resolution Methods

0	Communication with service recipient	Ticket	Ticket resolved after communication with service recipient
1	Case launched	Ticket	New Case launched from a Ticket
2	No customer response	Ticket	No customer response received within allotted time for the Ticket
3	Split into multiple Tickets	Ticket	Ticket was split into multiple Tickets
4	Merged	Ticket	Ticket was merged into another work item
100	Rejected	Ticket	Ticket was rejected
101	Rejected as spam	Ticket	Ticket was rejected as spam
102	Rejected unconfigured email address	Ticket	Ticket was rejected as it was sent to an email address not configured as an Email Route
5	All child work items closed	Case	All Case Actions and Sub-Cases have closed
6	Cancelled	Case	Case was aborted/cancelled
11	Case completed	Case	Case was completed as all Actions and Sub Cases have been completed
7	Done successfully	Action	Action was completed successfully
9	Not done successfully	Ticket/Case/Action	Work item was not completed successfully
12	Rework	Ticket/Case/Action	Work item was resolved due to rework