> For the complete documentation index, see [llms.txt](https://docs.enate.net/enate-help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.enate.net/enate-help/integrations/enate-integrations/webhooks/list-of-enates-webhooks.md).

# List of Enate's Webhooks

The following Webhooks are currently available in Enate. The value in brackets is the integer you send in the `Webhook` field when you subscribe.

* PacketCreated (0) - fires when a Ticket, Case or Action is created.
* PacketUpdated (1) - fires when a specified Ticket, Case or Action is updated.
* NewCommunication (2) - fires when a communication is added to a specified work item.
* BusinessObjectCreated (3) - fires when a COMPANY or a SCHEDULE is created.
* SpecificBusinessObjectUpdated (4) - fires when a specified COMPANY or SCHEDULE is updated.
* BusinessObjectTypeUpdated (5) - fires when any COMPANY, or any SCHEDULE, is updated.

The sections below give details for the Webhooks you can currently subscribe to, a short description of the events which will trigger them, the data you'll get returned from the Webhook with example values, and the parameters which are to be passed in.

{% hint style="info" %}
Note that the term 'Packet' here refers to Enate's Work Items, which can be of type Case, Action or Ticket.
{% endhint %}

{% hint style="info" %}
Note: all subscriptions require an account with a Builder role. The entries under 'Restrictions' below are the additional permission checks that apply on top of that.
{% endhint %}

### Packet Created <a href="#packet-created" id="packet-created"></a>

| **Name**                | **PacketCreated** (0)                                                                                                                                                                                                                                                                                                                                                                                                                                                |
| ----------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Related events**      | Creation of any work item, i.e. Case, Action, Ticket.                                                                                                                                                                                                                                                                                                                                                                                                                |
| **Message returned**    | Basic work item information in JSON format, see the field reference and example below.                                                                                                                                                                                                                                                                                                                                                                               |
| **Parameters required** | <p>"Webhook": 0</p><p>"FilterObjectGUID": the GUID of the object you're scoping to, one of Company, Contract, Service, or a specific Case, Ticket or Action definition</p><p>"FilterObjectType": 31 (Company), 215 (Contract), 217 (Service), 911 (Case definition), 915 (Ticket definition) or 964 (Action definition)</p><p>"SubscriberURL": a valid absolute URL which can receive the Webhook message</p><p>"CustomHeader" and "CustomHeaderValue": optional</p> |
| **Restrictions**        | The account creating the subscription must have read permission on the requested entity. A subscription scoped to a Case definition does not deliver events for the Actions inside that Case, see the FAQ below.                                                                                                                                                                                                                                                     |

#### Work item message fields

PacketCreated and PacketUpdated both send this set of fields.

| Field               | Type                        | Required/Optional                     | Description                                                                                                                       |
| ------------------- | --------------------------- | ------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------- |
| **GUID**            | String (GUID)               | Always present                        | The unique identifier of the work item.                                                                                           |
| **StartDate**       | String (ISO 8601 date/time) | Always present                        | The date/time the work item was created.                                                                                          |
| **CustomerName**    | String                      | Always present                        | The name of the customer.                                                                                                         |
| **SupplierName**    | String                      | Always present                        | The name of the supplier.                                                                                                         |
| **ContractName**    | String                      | Always present                        | The name of the contract.                                                                                                         |
| **DefaultCurrency** | Object                      | Always present                        | The default currency of the Contract, with the fields GUID, Name, Retired, Code, NumericCode, IsCommon, Symbol and DecimalDigits. |
| **ServiceName**     | String                      | Always present                        | The name of the service.                                                                                                          |
| **ServiceLineName** | String                      | Always present                        | The name of the service line.                                                                                                     |
| **ProcessTypeName** | String                      | Always present                        | The name of the process type.                                                                                                     |
| **Reference**       | String                      | Always present                        | Enate's system-generated identifier for the work item.                                                                            |
| **Title**           | String                      | Null until the work item is submitted | The title of the work item.                                                                                                       |
| **Status**          | Integer                     | Always present                        | 0 = Draft, 1 = To Do, 2 = In Progress, 3 = Waiting, 4 = Resolved, 5 = Closed.                                                     |
| **DueDate**         | String (ISO 8601 date/time) | Null until the work item is submitted | The date/time the work item is due, to meet its SLA.                                                                              |
| **ResolvedOn**      | String (ISO 8601 date/time) | Null until the work item is resolved  | The date/time the work item was resolved.                                                                                         |
| **RAGStatus**       | Integer                     | Always present                        | -2 = ToBeDetermined, -1 = Overdue, 0 = DueToday, 1 = DueInFuture.                                                                 |
| **ProcessType**     | Integer                     | Always present                        | 1 = Case, 2 = Ticket, 3 = Action.                                                                                                 |
| **StartedByMethod** | Integer                     | Always present                        | How the work item was started. See the full list on How to work with Enate's Webhooks.                                            |

Example message for a new Case:

```json
{
  "GUID": "878409be-7886-eb11-b9ad-e86a64437383",
  "StartDate": "2026-09-14T09:32:41",
  "CustomerName": "Globex Corporation",
  "SupplierName": "Initech",
  "ContractName": "Capital Discovery",
  "DefaultCurrency": {
    "GUID": "5f2c1d84-9b30-4a77-8e61-2d0c4f7a9b12",
    "Name": "US Dollar",
    "Retired": false,
    "Code": "USD",
    "NumericCode": 840,
    "IsCommon": true,
    "Symbol": "$",
    "DecimalDigits": 2
  },
  "ServiceName": "HR Relief",
  "ServiceLineName": "East Coast",
  "ProcessTypeName": "Start Employee",
  "Reference": "200243-C",
  "Title": null,
  "Status": 0,
  "DueDate": null,
  "ResolvedOn": null,
  "RAGStatus": -2,
  "ProcessType": 1,
  "StartedByMethod": 1
}
```

In this example the Case has been created but not yet submitted, so it has no Title and no Due Date yet. `ProcessType` 1 tells you it's a Case, and `StartedByMethod` 1 tells you an operational user started it.

{% hint style="info" %}
Note: PacketCreated subscriptions are matched on the GUID you supply. Subscribe against a Company, Contract or Service and you'll receive an event for every work item created anywhere within that scope, Cases, Tickets and Actions alike. Subscribe against a specific Case, Ticket or Action definition and you'll only receive events for work items of that exact definition.
{% endhint %}

### Packet Updated <a href="#packet-updated" id="packet-updated"></a>

| **Name**                | **PacketUpdated** (1)                                                                                                                                                                                                                                            |
| ----------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Related events**      | Any update to the specified work item.                                                                                                                                                                                                                           |
| **Message returned**    | Basic work item information in JSON format, using the same fields as PacketCreated.                                                                                                                                                                              |
| **Parameters required** | <p>"Webhook": 1</p><p>"FilterObjectGUID": the GUID of the work item</p><p>"FilterObjectType": 81 (Packet)</p><p>"SubscriberURL": a valid absolute URL which can receive the Webhook message</p><p>"CustomHeader" and "CustomHeaderValue": optional</p>           |
| **Restrictions**        | The account creating the subscription must have read permission on the requested work item. You can't create a PacketUpdated subscription against a work item that's already Closed. Existing subscriptions are removed automatically once the work item closes. |

Example message for the same Case once it's in progress:

```json
{
  "GUID": "878409be-7886-eb11-b9ad-e86a64437383",
  "StartDate": "2026-09-14T09:32:41",
  "CustomerName": "Globex Corporation",
  "SupplierName": "Initech",
  "ContractName": "Capital Discovery",
  "DefaultCurrency": {
    "GUID": "5f2c1d84-9b30-4a77-8e61-2d0c4f7a9b12",
    "Name": "US Dollar",
    "Retired": false,
    "Code": "USD",
    "NumericCode": 840,
    "IsCommon": true,
    "Symbol": "$",
    "DecimalDigits": 2
  },
  "ServiceName": "HR Relief",
  "ServiceLineName": "East Coast",
  "ProcessTypeName": "Start Employee",
  "Reference": "200243-C",
  "Title": "New starter: Priya Raman",
  "Status": 2,
  "DueDate": "2026-09-18T17:00:00",
  "ResolvedOn": null,
  "RAGStatus": 1,
  "ProcessType": 1,
  "StartedByMethod": 1
}
```

{% hint style="info" %}
Note: For **PacketUpdated** you need to supply a work item GUID, so you would use:

* FilterObjectType = 81 (Packet in the EnateObjects enum)
* FilterObjectGUID = \<any valid work item GUID you can access>
* WebHook = 1 (PacketUpdated)
  {% endhint %}

{% hint style="warning" %}
**PacketUpdated subscriptions are deleted when the work item closes.** When Enate processes the update that moves the work item to Closed, it sends the message for that update and then deletes every PacketUpdated subscription for that work item. The closure event is the last one you receive. NewCommunication subscriptions on the same work item aren't affected by this and stay in place.
{% endhint %}

### NewCommunication <a href="#newcommunication" id="newcommunication"></a>

| **Name**                | **NewCommunication** (2)                                                                                                                                                                                                                               |
| ----------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Related events**      | A communication is added to, or linked to, the specified work item. See When NewCommunication Fires below, because not every communication raises the event at the moment you'd expect.                                                                |
| **Message returned**    | Basic communication information in JSON format, see the field reference and example below.                                                                                                                                                             |
| **Parameters required** | <p>"Webhook": 2</p><p>"FilterObjectGUID": the GUID of the work item</p><p>"FilterObjectType": 81 (Packet)</p><p>"SubscriberURL": a valid absolute URL which can receive the Webhook message</p><p>"CustomHeader" and "CustomHeaderValue": optional</p> |
| **Restrictions**        | The account creating the subscription must have read permission on the requested work item.                                                                                                                                                            |

#### Communication message fields

| Field                 | Type          | Required/Optional                         | Description                                                                                                                                        |
| --------------------- | ------------- | ----------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------- |
| **CC**                | String        | Always present, empty when there are none | Addresses in the 'CC' field, separated by "; ".                                                                                                    |
| **BCC**               | String        | Always present, empty when there are none | Addresses in the 'BCC' field, separated by "; ".                                                                                                   |
| **From**              | String        | Always present                            | The sender of the communication.                                                                                                                   |
| **To**                | String        | Always present, empty when there are none | The recipients of the communication, separated by "; ".                                                                                            |
| **Subject**           | String        | Always present                            | The subject of the communication.                                                                                                                  |
| **Importance**        | Integer       | Always present                            | 0 = Normal, 1 = Low, 2 = High.                                                                                                                     |
| **AttachmentCount**   | Integer       | Always present                            | The number of attachments on the communication.                                                                                                    |
| **GUID**              | String (GUID) | Always present                            | The unique identifier of the communication.                                                                                                        |
| **PacketGUID**        | String (GUID) | Always present                            | The work item the communication belongs to.                                                                                                        |
| **CommunicationType** | Integer       | Always present                            | 0 = EmailOutgoing, 1 = PhoneIncoming, 2 = EmailIncoming, 3 = ESSComment, 4 = AuditNote, 5 = PhoneOutgoing, 6 = LetterIncoming, 7 = LetterOutgoing. |

Example message for an outgoing email:

```json
{
  "CC": "hr.records@globex.example.com; payroll@globex.example.com",
  "BCC": "",
  "From": "hrrelief@initech.example.com",
  "To": "priya.raman@globex.example.com",
  "Subject": "Your first day at Globex",
  "Importance": 0,
  "AttachmentCount": 2,
  "GUID": "31fbfa65-dc39-4c9c-a1f4-47dfef636bea",
  "PacketGUID": "878409be-7886-eb11-b9ad-e86a64437383",
  "CommunicationType": 0
}
```

`CC`, `BCC` and `To` hold every address in that field, separated by "; ". `CommunicationType` 0 tells you this was an outgoing email, and `Importance` 0 tells you it was sent at normal importance.

#### When NewCommunication Fires <a href="#when-newcommunication-fires" id="when-newcommunication-fires"></a>

A communication only raises the event once it's linked to a work item. Beyond that, the timing depends on the communication type:

| Communication type                                                        | When the event is raised                                                                                      |
| ------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------- |
| Outgoing email (0)                                                        | Once the email has actually been sent, not when it's drafted or queued                                        |
| Incoming email (2)                                                        | At the point the email becomes linked to the work item. An email sitting unlinked in a mailbox raises nothing |
| Notes, self service comments, phone and letter records (1, 3, 4, 5, 6, 7) | Whenever the communication is created or updated                                                              |

{% hint style="info" %}
For **NewCommunication** you need to supply a work item GUID, so you would use:

* FilterObjectType = 81 (Packet in the EnateObjects enum)
* FilterObjectGUID = \<any valid work item GUID you can access>
* WebHook = 2 (NewCommunication)

A NewCommunication webhook subscription will result in a message being sent whenever a new communication of any sort (a Note, Incoming Email, Outgoing Email etc.) is added to the specified work item.
{% endhint %}

### BusinessObjectCreated <a href="#businessobjectcreated" id="businessobjectcreated"></a>

| **Name**                | **BusinessObjectCreated** (3)                                                                                                                                                                                                                                          |
| ----------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Related events**      | A new business object of the specified type is created. Company and Schedule are the supported types.                                                                                                                                                                  |
| **Message returned**    | Basic object information in JSON format, see the field reference and examples below.                                                                                                                                                                                   |
| **Parameters required** | <p>"Webhook": 3</p><p>"FilterObjectType": 31 (Company) or 260 (Schedule)</p><p>"FilterObjectGUID": not used, leave it out</p><p>"SubscriberURL": a valid absolute URL which can receive the Webhook message</p><p>"CustomHeader" and "CustomHeaderValue": optional</p> |
| **Restrictions**        | No object level permission check applies, because the subscription isn't scoped to an individual object.                                                                                                                                                               |

#### Business object message fields

BusinessObjectCreated, SpecificBusinessObjectUpdated and BusinessObjectTypeUpdated all send this set of fields.

| Field           | Type          | Required/Optional                | Description                                                                                                                                   |
| --------------- | ------------- | -------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------- |
| **Name**        | String        | Always present                   | The name of the Company or Schedule, as set by the user.                                                                                      |
| **GUID**        | String (GUID) | Always present                   | The unique identifier of the Company or Schedule.                                                                                             |
| **CompanyType** | Integer       | Present in Company messages only | 0 = No Relationship, 1 = Customer, 2 = Service Provider, 4 = Third Party Supplier. The values combine, so 3 is Customer and Service Provider. |

Example message for a new Schedule:

```json
{
  "Name": "2027 Payroll Calendar",
  "GUID": "a3bc0b28-8023-4ac2-a0c4-2144e8a2d659"
}
```

Example message for a new Company:

```json
{
  "Name": "Globex Corporation",
  "GUID": "3b5e7c9a-0d21-4e68-9f14-7c2a8b6d5e03",
  "CompanyType": 1
}
```

{% hint style="info" %}
For **BusinessObjectCreated** you only need to supply the FilterObjectType, so you would use:

* FilterObjectType = 31 (Company in the EnateObjects enum)
* WebHook = 3 (BusinessObjectCreated)

OR

* FilterObjectType = 260 (Schedule in the EnateObjects enum)
* WebHook = 3 (BusinessObjectCreated)
  {% endhint %}

### SpecificBusinessObjectUpdated <a href="#specificbusinessobjectupdated" id="specificbusinessobjectupdated"></a>

| Name                | SpecificBusinessObjectUpdated (4)                                                                                                                                                                                                                                                                     |
| ------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Related events      | One named business object is updated. Company and Schedule are the supported types.                                                                                                                                                                                                                   |
| Message returned    | Basic object information in JSON format, using the same fields as BusinessObjectCreated.                                                                                                                                                                                                              |
| Parameters required | <p>"Webhook": 4</p><p>"FilterObjectType": 31 (Company) or 260 (Schedule)</p><p>"FilterObjectGUID": the GUID of the Company or Schedule you want to watch</p><p>"SubscriberURL": a valid absolute URL which can receive the Webhook message</p><p>"CustomHeader" and "CustomHeaderValue": optional</p> |
| Restrictions        | For a Company, the account creating the subscription must have read permission on that Company. Schedules don't carry permissions, so no check applies.                                                                                                                                               |

Example message when a watched Company is updated:

```json
{
  "Name": "Globex Corporation (EMEA)",
  "GUID": "3b5e7c9a-0d21-4e68-9f14-7c2a8b6d5e03",
  "CompanyType": 3
}
```

`CompanyType` 3 means the Company is flagged as both a Customer (1) and a Service Provider (2), because the values combine.

### BusinessObjectTypeUpdated <a href="#businessobjecttypeupdated" id="businessobjecttypeupdated"></a>

| Name                | BusinessObjectTypeUpdated (5)                                                                                                                                                                                                                                          |
| ------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Related events      | Any existing business object of the specified type is updated. Company and Schedule are the supported types.                                                                                                                                                           |
| Message returned    | Basic object information in JSON format, using the same fields as BusinessObjectCreated.                                                                                                                                                                               |
| Parameters required | <p>"Webhook": 5</p><p>"FilterObjectType": 31 (Company) or 260 (Schedule)</p><p>"FilterObjectGUID": not used, leave it out</p><p>"SubscriberURL": a valid absolute URL which can receive the Webhook message</p><p>"CustomHeader" and "CustomHeaderValue": optional</p> |
| Restrictions        | No object level permission check applies, because the subscription isn't scoped to an individual object.                                                                                                                                                               |

Example message when any Schedule is updated:

```json
{
  "Name": "2027 Payroll Calendar",
  "GUID": "a3bc0b28-8023-4ac2-a0c4-2144e8a2d659"
}
```

{% hint style="info" %}
Note: if you hold both a BusinessObjectTypeUpdated subscription and a SpecificBusinessObjectUpdated subscription that cover the same object, you'll receive one message from each when that object is updated.
{% endhint %}

### Frequently Asked Questions <a href="#frequently-asked-questions" id="frequently-asked-questions"></a>

**Q: What determines which creation events I receive when I subscribe?**

It depends on the scope you subscribe against. Subscribe against a **Company, Contract, or Service** and you'll get a message for every work item created anywhere within that scope, Cases, Tickets, and Actions alike. Subscribe against a **specific Case, Ticket, or Action definition** and you'll only get messages when a work item of that exact definition is created.

**Q: I subscribed to a Case, so why am I not notified when Actions inside it are created?**

Subscribing to a Case does not deliver its child Actions. An Action's creation is matched by its own definition and by its Company, Contract and Service, not by its parent Case. So a Case-level subscription won't notify you when Actions inside that Case are created.

**Q: How do I receive Action-creation events, then?**

You have two options:

* Subscribe at **Service scope** (the broadest reliable option) and filter incoming messages by `ProcessType` (Action = 3) and `ProcessTypeName`. This delivers every work item created under the service, which you then filter on your side.
* Subscribe against a **specific Action definition** for narrowly targeted events.

**Q: I subscribed to a specific Action definition, do I need to do anything to keep it working?**

Yes. A subscription made against a specific Action definition is tied to that definition's identifier. If the Case process containing the Action is changed and republished, the Action's identifier can change, and your existing subscription will stop delivering events. Re-check the subscription after any change to the parent Case process and recreate it against the current identifier if needed. If you need creation events unaffected by process changes, subscribe at **Service** scope instead and filter by `ProcessType` (Action = 3). Case and Ticket subscriptions don't have this problem, because they're matched on the definition's stable identifier rather than a per-version one.

**Q: Can I get a Webhook when a work item is resolved or closed?**

Not as a separate event. Subscribe to **PacketUpdated** for the work item and watch the `Status` field, which is 4 for Resolved and 5 for Closed. Bear in mind that the closure message is the last one you'll get, because Enate deletes PacketUpdated subscriptions for a work item once it closes.


---

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