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.
Enate has an open REST API that allows other systems to start, track and interact with work in Enate. Enate APIs communicate via HTTPS Get/Post calls using the JSON data format.
Enate also supports Webhooks, which you can subscribe to so your system is updated on Enate activity in real-time. Check out the Webhooks section for more information:
Enate allows you to create Application Credentials to support multiple concurrent integrations into Enate via APIs. This approach has replaced the need to use standard Enate user accounts for authorised access to the system, which only supported one concurrent access. The Application Credentials records created in User Management section of Builder can be used to generate 'Bearer Tokens' which can be appended in the header of each API to grant access to Enate. Different permission levels can be granted to each Application Credential by selecting from a number of available 'Roles' when creating the Application Credential.
For more information on this, check out the Application Credentials page in the Builder section:
If you've got access to an existing Enate environment, you'll be able to access interactive API documentation for Enate’s APIs using your Swagger link, which will be a unique url specific to your instance available at .
If you don't yet have access to an existing Enate environment to run & test your APIs, you can at least take a 'read-only' look at all of the APIs available and their details in this sample Enate environment link:
More general information on Swagger can be found .
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
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
This section gives a list of changes to Enate's APIs from version 2020.1 and above.
Please note that as of version 2021.1, Builder APIs will now be public. These have been rewritten for public consumption, so all APIs for version 2021.1 are brand new. Therefore please make sure that you switch to the new ones.
With each release of Enate (both major and minor), the changes to Enate's APIs may also include breaking changes. Examples of breaking changes are:
Changes to the URL or fundamental request/response associated with a resource
Removal, rename, or change to the type of a declared property
Removal or rename of APIs or API parameters
Addition of a required request header
Addition of a required API parameter
Examples of changes which are NOT considered breaking changes and are outside the scope of this document are:
Addition of properties that are nullable or have a default value
Addition of an optional API parameter
Addition of a member to an enumeration
Removal, rename, or change to the type of an open extension
Removal, rename, or change to the type of an annotation
Introduction of paging to existing collections
Changes to error codes
Changes to the order of properties
Changes to the length or format of opaque strings, such as resource IDs
See the following documents for details of all the API changes, including breaking API changes.
Recommendations for how best to use the breaking changes document information to highlight where you may need to make changes to your code which involves Enate APIs.
Recommendation for best use of API breaking changes documentation is as follows:
Read through the breaking changes information for APIs.
Upon finding reference to an API which you currently use and which has changed, go to your Swagger environment for the quickest way to view the overall impact and new API content definition. Your Swagger environment should always be your go-to place for the definitive explanation of the current API structure. See the Swagger explanation section for more info.