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.
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