{ "openapi": "3.1.0", "info": { "title": "service-desk", "description": "Manage IT tickets\n\n**Note:** This schema includes only public API endpoints. Internal endpoints are excluded.\n\n**Note:** Internal headers (x-tenant-id, x-employee-id, x-user-id, x-user-email, x-tenant-roles) are excluded from public documentation.", "version": "0.1.0", "x-public-api-filter": true }, "servers": [ { "url": "https://api.harmony.io/service-desk", "description": "Harmony API" } ], "paths": { "/api/v1/tickets/": { "post": { "tags": [ "tickets" ], "summary": "Create a new ticket", "description": "Creates a new support ticket in the system", "operationId": "createTicket", "requestBody": { "required": true, "content": { "application/json": { "schema": { "$ref": "#/components/schemas/CreateTicketRequest" } } } }, "responses": { "201": { "description": "Successful Response", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/TicketDetailResponse" } } } }, "422": { "description": "Validation Error", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/HTTPValidationError" } } } } }, "x-public-api": true, "x-api-version": "v1", "x-stability": "stable" }, "get": { "tags": [ "tickets" ], "summary": "List tickets", "description": "Lists tickets with optional filtering and pagination", "operationId": "listTickets", "parameters": [ { "name": "page", "in": "query", "required": false, "schema": { "type": "integer", "minimum": 1, "default": 1, "title": "Page" } }, { "name": "page_size", "in": "query", "required": false, "schema": { "type": "integer", "maximum": 200, "minimum": 1, "default": 25, "title": "Page Size" } }, { "name": "sort_by", "in": "query", "required": false, "schema": { "enum": [ "title", "priority", "source", "status", "created_at", "resolution_sla" ], "type": "string", "default": "created_at", "title": "Sort By" } }, { "name": "sort_direction", "in": "query", "required": false, "schema": { "enum": [ "asc", "desc" ], "type": "string", "default": "desc", "title": "Sort Direction" } }, { "name": "title", "in": "query", "required": false, "schema": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Title" } }, { "name": "description", "in": "query", "required": false, "schema": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Description" } }, { "name": "ticket_type", "in": "query", "required": false, "schema": { "anyOf": [ { "type": "array", "items": { "$ref": "#/components/schemas/TicketType" } }, { "type": "null" } ], "title": "Ticket Type" } }, { "name": "priority", "in": "query", "required": false, "schema": { "anyOf": [ { "type": "array", "items": { "$ref": "#/components/schemas/TicketPriority" } }, { "type": "null" } ], "title": "Priority" } }, { "name": "status", "in": "query", "required": false, "schema": { "anyOf": [ { "type": "array", "items": { "$ref": "#/components/schemas/TicketStatus" } }, { "type": "null" } ], "title": "Status" } }, { "name": "reporter", "in": "query", "required": false, "schema": { "anyOf": [ { "type": "array", "items": { "type": "string" } }, { "type": "null" } ], "title": "Reporter" } }, { "name": "assignee", "in": "query", "required": false, "schema": { "anyOf": [ { "type": "array", "items": { "type": "string" } }, { "type": "null" } ], "description": "Use '_UNASSIGN_' for unassigned", "title": "Assignee" }, "description": "Use '_UNASSIGN_' for unassigned" }, { "name": "desk_id", "in": "query", "required": false, "schema": { "anyOf": [ { "type": "array", "items": { "type": "string" } }, { "type": "null" } ], "title": "Desk Id" } }, { "name": "subdesk_id", "in": "query", "required": false, "schema": { "anyOf": [ { "type": "array", "items": { "type": "string" } }, { "type": "null" } ], "description": "Filter by subdesk (team) IDs", "title": "Subdesk Id" }, "description": "Filter by subdesk (team) IDs" }, { "name": "tag_ids", "in": "query", "required": false, "schema": { "anyOf": [ { "type": "array", "items": { "type": "integer" } }, { "type": "null" } ], "title": "Tag Ids" } }, { "name": "tag_names", "in": "query", "required": false, "schema": { "anyOf": [ { "type": "array", "items": { "type": "string" } }, { "type": "null" } ], "title": "Tag Names" } }, { "name": "source", "in": "query", "required": false, "schema": { "anyOf": [ { "type": "array", "items": { "$ref": "#/components/schemas/TicketSource" } }, { "type": "null" } ], "title": "Source" } }, { "name": "vip_reporter", "in": "query", "required": false, "schema": { "anyOf": [ { "type": "boolean" }, { "type": "null" } ], "description": "Filter tickets by VIP status of the reporter employee", "title": "Vip Reporter" }, "description": "Filter tickets by VIP status of the reporter employee" }, { "name": "location_reporter", "in": "query", "required": false, "schema": { "anyOf": [ { "type": "array", "items": { "type": "string" } }, { "type": "null" } ], "description": "Filter tickets by location of the reporter employee", "title": "Location Reporter" }, "description": "Filter tickets by location of the reporter employee" } ], "responses": { "200": { "description": "Successful Response", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/TicketsListResponse" } } } }, "422": { "description": "Validation Error", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/HTTPValidationError" } } } } }, "x-public-api": true, "x-api-version": "v1", "x-stability": "stable" } }, "/api/v1/tickets/{ticket_id}": { "get": { "tags": [ "tickets" ], "summary": "Get a ticket by ID", "description": "Retrieves a ticket by ID with extended details including watchers", "operationId": "getTicketByID", "parameters": [ { "name": "ticket_id", "in": "path", "required": true, "schema": { "type": "string", "title": "Ticket Id" } } ], "responses": { "200": { "description": "Successful Response", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/TicketDetailResponse" } } } }, "422": { "description": "Validation Error", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/HTTPValidationError" } } } } }, "x-public-api": true, "x-api-version": "v1", "x-stability": "stable" }, "patch": { "tags": [ "tickets" ], "summary": "Update a ticket", "description": "Updates an existing ticket with the provided fields", "operationId": "updateTicket", "parameters": [ { "name": "ticket_id", "in": "path", "required": true, "schema": { "type": "string", "title": "Ticket Id" } } ], "requestBody": { "required": true, "content": { "application/json": { "schema": { "$ref": "#/components/schemas/UpdateTicketRequest" } } } }, "responses": { "200": { "description": "Successful Response", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/TicketResponse" } } } }, "422": { "description": "Validation Error", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/HTTPValidationError" } } } } }, "x-public-api": true, "x-api-version": "v1", "x-stability": "stable" } }, "/api/v1/tickets/query": { "post": { "tags": [ "tickets" ], "summary": "Query tickets with filters", "description": "Query tickets with complex filtering including metadata filters", "operationId": "queryTickets", "requestBody": { "required": true, "content": { "application/json": { "schema": { "$ref": "#/components/schemas/QueryTicketsRequest" } } } }, "responses": { "200": { "description": "Successful Response", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/TicketsListResponse" } } } }, "422": { "description": "Validation Error", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/HTTPValidationError" } } } } }, "x-public-api": true, "x-api-version": "v1", "x-stability": "stable" } }, "/api/v1/tickets/bulk-update": { "post": { "tags": [ "tickets" ], "summary": "Bulk update tickets", "description": "Update multiple tickets with the same values in a single atomic transaction", "operationId": "bulkUpdateTickets", "requestBody": { "required": true, "content": { "application/json": { "schema": { "$ref": "#/components/schemas/BulkUpdateTicketsRequest" } } } }, "responses": { "200": { "description": "Successful Response", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/BulkUpdateTicketsResponse" } } } }, "422": { "description": "Validation Error", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/HTTPValidationError" } } } } }, "x-public-api": true, "x-api-version": "v1", "x-stability": "stable" } }, "/api/v1/tickets/{ticket_id}/custom-fields": { "get": { "tags": [ "tickets" ], "summary": "Get ticket custom fields", "description": "Get custom field values for a ticket (current desk only).", "operationId": "getTicketCustomFields", "parameters": [ { "name": "ticket_id", "in": "path", "required": true, "schema": { "type": "string", "title": "Ticket Id" } } ], "responses": { "200": { "description": "Successful Response", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/CustomFieldValuesResponse" } } } }, "422": { "description": "Validation Error", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/HTTPValidationError" } } } } }, "x-public-api": true, "x-api-version": "v1", "x-stability": "stable" }, "put": { "tags": [ "tickets" ], "summary": "Set ticket custom fields", "description": "Set custom field values for a ticket (current desk only).", "operationId": "setTicketCustomFields", "parameters": [ { "name": "ticket_id", "in": "path", "required": true, "schema": { "type": "string", "title": "Ticket Id" } } ], "requestBody": { "required": true, "content": { "application/json": { "schema": { "$ref": "#/components/schemas/CustomFieldValuesRequest" } } } }, "responses": { "200": { "description": "Successful Response", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/CustomFieldValuesResponse" } } } }, "422": { "description": "Validation Error", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/HTTPValidationError" } } } } }, "x-public-api": true, "x-api-version": "v1", "x-stability": "stable" } }, "/api/v1/tickets/{ticket_id}/activity": { "get": { "tags": [ "tickets" ], "summary": "Get ticket activity", "description": "Get activity log events for a specific ticket.", "operationId": "getTicketActivity", "parameters": [ { "name": "ticket_id", "in": "path", "required": true, "schema": { "type": "string", "title": "Ticket Id" } }, { "name": "limit", "in": "query", "required": false, "schema": { "type": "integer", "maximum": 200, "minimum": 1, "description": "Maximum events to return", "default": 100, "title": "Limit" }, "description": "Maximum events to return" }, { "name": "offset", "in": "query", "required": false, "schema": { "type": "integer", "minimum": 0, "description": "Offset for pagination", "default": 0, "title": "Offset" }, "description": "Offset for pagination" } ], "responses": { "200": { "description": "Successful Response", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/PaginatedResponseEventsResponse" } } } }, "422": { "description": "Validation Error", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/HTTPValidationError" } } } } }, "x-public-api": true, "x-api-version": "v1", "x-stability": "stable" } } }, "components": { "schemas": { "AddWatcherRequest": { "properties": { "watcher_id": { "type": "string", "maxLength": 100, "minLength": 1, "title": "Watcher Id" } }, "type": "object", "required": [ "watcher_id" ], "title": "AddWatcherRequest" }, "AllCustomFieldValuesResponse": { "properties": { "custom_fields": { "additionalProperties": { "additionalProperties": true, "type": "object" }, "type": "object", "title": "Custom Fields", "description": "All custom field values namespaced by desk_id" } }, "type": "object", "title": "AllCustomFieldValuesResponse", "description": "Response schema for all custom field values (all desks)." }, "AssignFirstResponderRequest": { "properties": { "sender_id": { "type": "string", "title": "Sender Id" } }, "type": "object", "required": [ "sender_id" ], "title": "AssignFirstResponderRequest", "description": "Request to assign ticket to first responder." }, "AssignmentMethod": { "type": "string", "enum": [ "round_robin", "least_loaded", "fixed", "first_responder" ], "title": "AssignmentMethod", "description": "Assignment methods for auto-assigning tickets." }, "AttachmentConfirmRequest": { "properties": {}, "type": "object", "title": "AttachmentConfirmRequest" }, "AttachmentDownloadUrlResponse": { "properties": { "attachment_id": { "type": "string", "title": "Attachment Id" }, "filename": { "type": "string", "title": "Filename" }, "download_url": { "type": "string", "title": "Download Url" }, "expires_at": { "type": "string", "format": "date-time", "title": "Expires At" }, "expires_in_seconds": { "type": "integer", "title": "Expires In Seconds" } }, "type": "object", "required": [ "attachment_id", "filename", "download_url", "expires_at", "expires_in_seconds" ], "title": "AttachmentDownloadUrlResponse" }, "AttachmentResponse": { "properties": { "id": { "type": "string", "title": "Id" }, "filename": { "type": "string", "title": "Filename" }, "content_type": { "type": "string", "title": "Content Type" }, "file_size": { "type": "integer", "title": "File Size" }, "upload_status": { "$ref": "#/components/schemas/AttachmentUploadStatus" }, "created_at": { "type": "string", "format": "date-time", "title": "Created At" }, "updated_at": { "type": "string", "format": "date-time", "title": "Updated At" } }, "type": "object", "required": [ "id", "filename", "content_type", "file_size", "upload_status", "created_at", "updated_at" ], "title": "AttachmentResponse" }, "AttachmentUploadResponse": { "properties": { "upload_url": { "type": "string", "title": "Upload Url" }, "attachment_id": { "type": "string", "title": "Attachment Id" }, "expires_at": { "type": "string", "format": "date-time", "title": "Expires At" } }, "type": "object", "required": [ "upload_url", "attachment_id", "expires_at" ], "title": "AttachmentUploadResponse" }, "AttachmentUploadStatus": { "type": "string", "enum": [ "pending", "uploaded", "failed" ], "title": "AttachmentUploadStatus" }, "AutoAssignResponse": { "properties": { "assignee": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Assignee" }, "auto_assigned": { "type": "boolean", "title": "Auto Assigned" }, "reason": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Reason" }, "status_changed": { "type": "boolean", "title": "Status Changed", "default": false } }, "type": "object", "required": [ "assignee", "auto_assigned" ], "title": "AutoAssignResponse", "description": "Response from auto-assignment attempt." }, "AutoAssignmentSettingsCreate": { "properties": { "enabled": { "type": "boolean", "title": "Enabled", "description": "Enable auto-assignment for this desk", "default": false }, "assignment_method": { "$ref": "#/components/schemas/AssignmentMethod", "description": "Assignment method: 'round_robin' (rotate through employees, assigns at creation), 'least_loaded' (assign to employee with fewest tickets, at creation), 'fixed' (always assign to specific employee, assigns at creation), 'first_responder' (assign to first agent who responds)" }, "employee_scope_ids": { "anyOf": [ { "items": { "type": "string" }, "type": "array" }, { "type": "null" } ], "title": "Employee Scope Ids", "description": "List of employee IDs to include in auto-assignment. For 'fixed' method: must contain exactly 1 employee. For 'round_robin' and 'least_loaded': multiple employees or null (defaults to all desk employees). For 'first_responder': ignored (assigns to whoever responds first). Note: 'harmony_ai' is always excluded from auto-assignment." } }, "type": "object", "required": [ "assignment_method" ], "title": "AutoAssignmentSettingsCreate", "description": "Request to create auto-assignment settings for a desk." }, "AutoAssignmentSettingsResponse": { "properties": { "enabled": { "type": "boolean", "title": "Enabled", "description": "Whether auto-assignment is enabled for this desk" }, "assignment_method": { "$ref": "#/components/schemas/AssignmentMethod", "description": "The assignment method being used" }, "employee_scope_ids": { "anyOf": [ { "items": { "type": "string" }, "type": "array" }, { "type": "null" } ], "title": "Employee Scope Ids", "description": "List of employee IDs included in auto-assignment scope" }, "last_assigned_employee_id": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Last Assigned Employee Id", "description": "Last employee assigned (used for round-robin tracking)" }, "created_at": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Created At", "description": "When the settings were created. Null when returning default state (settings not persisted)" }, "updated_at": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Updated At", "description": "When the settings were last updated. Null when returning default state (settings not persisted)" } }, "type": "object", "required": [ "enabled", "assignment_method", "employee_scope_ids", "last_assigned_employee_id", "created_at", "updated_at" ], "title": "AutoAssignmentSettingsResponse", "description": "Response containing auto-assignment settings for a desk." }, "AutoCloseLinkedSettingsCreate": { "properties": { "enabled": { "type": "boolean", "title": "Enabled", "default": false }, "link_types": { "items": { "$ref": "#/components/schemas/TicketLinkType" }, "type": "array", "title": "Link Types", "description": "Link types that trigger auto-close (downstream relationships)" }, "eligible_statuses": { "items": { "$ref": "#/components/schemas/TicketStatus" }, "type": "array", "title": "Eligible Statuses", "description": "Only close linked tickets that are in these statuses" } }, "type": "object", "title": "AutoCloseLinkedSettingsCreate" }, "AutoCloseLinkedSettingsResponse": { "properties": { "enabled": { "type": "boolean", "title": "Enabled" }, "link_types": { "items": { "type": "string" }, "type": "array", "title": "Link Types" }, "eligible_statuses": { "items": { "type": "string" }, "type": "array", "title": "Eligible Statuses" } }, "type": "object", "required": [ "enabled", "link_types", "eligible_statuses" ], "title": "AutoCloseLinkedSettingsResponse" }, "AutoCloseSettingsCreate": { "properties": { "enabled": { "type": "boolean", "title": "Enabled", "default": false }, "auto_close_resolved": { "type": "boolean", "title": "Auto Close Resolved", "default": true }, "resolved_days_threshold": { "type": "integer", "maximum": 365.0, "minimum": 1.0, "title": "Resolved Days Threshold", "default": 30 }, "auto_close_pending": { "type": "boolean", "title": "Auto Close Pending", "default": true }, "pending_days_threshold": { "type": "integer", "maximum": 365.0, "minimum": 1.0, "title": "Pending Days Threshold", "default": 30 }, "send_reminder": { "type": "boolean", "title": "Send Reminder", "default": false }, "reminder_hours": { "type": "integer", "maximum": 720.0, "minimum": 1.0, "title": "Reminder Hours", "default": 24 } }, "type": "object", "title": "AutoCloseSettingsCreate" }, "AutoCloseSettingsResponse": { "properties": { "enabled": { "type": "boolean", "title": "Enabled" }, "auto_close_resolved": { "type": "boolean", "title": "Auto Close Resolved" }, "resolved_days_threshold": { "type": "integer", "title": "Resolved Days Threshold" }, "auto_close_pending": { "type": "boolean", "title": "Auto Close Pending" }, "pending_days_threshold": { "type": "integer", "title": "Pending Days Threshold" }, "send_reminder": { "type": "boolean", "title": "Send Reminder" }, "reminder_hours": { "type": "integer", "title": "Reminder Hours" } }, "type": "object", "required": [ "enabled", "auto_close_resolved", "resolved_days_threshold", "auto_close_pending", "pending_days_threshold", "send_reminder", "reminder_hours" ], "title": "AutoCloseSettingsResponse" }, "BulkUpdateTicketsRequest": { "properties": { "ticket_ids": { "items": { "type": "string" }, "type": "array", "minItems": 1, "title": "Ticket Ids", "description": "List of ticket IDs to update" }, "priority": { "anyOf": [ { "$ref": "#/components/schemas/TicketPriority" }, { "type": "null" } ] }, "status": { "anyOf": [ { "$ref": "#/components/schemas/TicketStatus" }, { "type": "null" } ] }, "assignee": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Assignee", "description": "Use '_UNASSIGN_' to unassign" }, "publish_events": { "type": "boolean", "title": "Publish Events", "description": "Whether to publish domain events for these ticket updates. Set to False to suppress event publishing (useful for bulk imports or migrations). Defaults to True. This suppresses ALL events including status changes, assignee changes, and survey triggers.", "default": true } }, "type": "object", "required": [ "ticket_ids" ], "title": "BulkUpdateTicketsRequest" }, "BulkUpdateTicketsResponse": { "properties": { "updated_count": { "type": "integer", "title": "Updated Count", "description": "Number of tickets successfully updated" } }, "type": "object", "required": [ "updated_count" ], "title": "BulkUpdateTicketsResponse" }, "BulkUpdateTicketsSLARequest": { "properties": { "updates": { "items": { "$ref": "#/components/schemas/TicketSLAUpdate" }, "type": "array", "maxItems": 100, "minItems": 1, "title": "Updates", "description": "List of ticket SLA updates" } }, "type": "object", "required": [ "updates" ], "title": "BulkUpdateTicketsSLARequest", "description": "Bulk update SLA fields for multiple tickets." }, "BulkUpdateTicketsSLAResponse": { "properties": { "updated_count": { "type": "integer", "title": "Updated Count", "description": "Number of tickets successfully updated" } }, "type": "object", "required": [ "updated_count" ], "title": "BulkUpdateTicketsSLAResponse", "description": "Response from bulk SLA update operation." }, "CannedResponseAttachmentDownloadUrlResponse": { "properties": { "attachment_id": { "type": "string", "title": "Attachment Id" }, "filename": { "type": "string", "title": "Filename" }, "download_url": { "type": "string", "title": "Download Url" }, "expires_at": { "type": "string", "format": "date-time", "title": "Expires At" }, "expires_in_seconds": { "type": "integer", "title": "Expires In Seconds" } }, "type": "object", "required": [ "attachment_id", "filename", "download_url", "expires_at", "expires_in_seconds" ], "title": "CannedResponseAttachmentDownloadUrlResponse" }, "CannedResponseAttachmentResponse": { "properties": { "id": { "type": "string", "title": "Id" }, "instance_id": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Instance Id" }, "filename": { "type": "string", "title": "Filename" }, "file_size": { "type": "integer", "title": "File Size" }, "content_type": { "type": "string", "title": "Content Type" }, "s3_key": { "type": "string", "title": "S3 Key" }, "created_at": { "type": "string", "format": "date-time", "title": "Created At" } }, "type": "object", "required": [ "id", "filename", "file_size", "content_type", "s3_key", "created_at" ], "title": "CannedResponseAttachmentResponse" }, "CannedResponseAvailability": { "type": "string", "enum": [ "personal", "shared" ], "title": "CannedResponseAvailability" }, "CannedResponseResponse": { "properties": { "id": { "type": "integer", "title": "Id" }, "desk_id": { "type": "string", "title": "Desk Id" }, "name": { "type": "string", "title": "Name" }, "content": { "type": "string", "title": "Content" }, "availability": { "$ref": "#/components/schemas/CannedResponseAvailability" }, "created_by": { "type": "string", "title": "Created By" }, "last_edited_by": { "type": "string", "title": "Last Edited By" }, "created_at": { "type": "string", "format": "date-time", "title": "Created At" }, "updated_at": { "type": "string", "format": "date-time", "title": "Updated At" }, "attachments": { "items": { "$ref": "#/components/schemas/CannedResponseAttachmentResponse" }, "type": "array", "title": "Attachments" } }, "type": "object", "required": [ "id", "desk_id", "name", "content", "availability", "created_by", "last_edited_by", "created_at", "updated_at" ], "title": "CannedResponseResponse" }, "CannedResponsesListResponse": { "properties": { "items": { "items": { "$ref": "#/components/schemas/CannedResponseResponse" }, "type": "array", "title": "Items" }, "total_count": { "type": "integer", "title": "Total Count" } }, "type": "object", "required": [ "items", "total_count" ], "title": "CannedResponsesListResponse" }, "CloseLinkedTicketsRequest": { "properties": { "parent_ticket_id": { "type": "string", "title": "Parent Ticket Id" }, "target_status": { "type": "string", "enum": [ "resolved", "closed" ], "title": "Target Status" } }, "type": "object", "required": [ "parent_ticket_id", "target_status" ], "title": "CloseLinkedTicketsRequest", "description": "Request to close linked tickets when parent is resolved/closed." }, "CreateCannedResponseRequest": { "properties": { "name": { "type": "string", "maxLength": 160, "minLength": 1, "title": "Name" }, "content": { "type": "string", "title": "Content", "description": "Template content" }, "availability": { "$ref": "#/components/schemas/CannedResponseAvailability" }, "attachment_ids": { "items": { "type": "string" }, "type": "array", "title": "Attachment Ids" } }, "type": "object", "required": [ "name", "content", "availability" ], "title": "CreateCannedResponseRequest" }, "CreateCustomFieldDefinitionRequest": { "properties": { "name": { "type": "string", "maxLength": 100, "minLength": 1, "title": "Name", "description": "Name of the custom field" }, "field_type": { "$ref": "#/components/schemas/CustomFieldType", "description": "Type of the custom field" }, "is_mandatory": { "type": "boolean", "title": "Is Mandatory", "description": "Whether this field is mandatory", "default": false }, "options": { "anyOf": [ { "additionalProperties": true, "type": "object" }, { "type": "null" } ], "title": "Options", "description": "Field options (e.g., choices for select fields)" }, "description": { "anyOf": [ { "type": "string", "maxLength": 500 }, { "type": "null" } ], "title": "Description", "description": "Description of the custom field" } }, "type": "object", "required": [ "name", "field_type" ], "title": "CreateCustomFieldDefinitionRequest" }, "CreateDeskRequest": { "properties": { "name": { "type": "string", "maxLength": 60, "minLength": 1, "title": "Name", "description": "Desk name" }, "emoji": { "anyOf": [ { "type": "string", "maxLength": 8 }, { "type": "null" } ], "title": "Emoji", "description": "Desk emoji" }, "description": { "type": "string", "maxLength": 1000, "minLength": 10, "title": "Description", "description": "Desk description - will be used by Harmony AI Agent for classifying tickets" }, "employee_ids": { "items": { "type": "string" }, "type": "array", "title": "Employee Ids", "description": "List of employee IDs" } }, "type": "object", "required": [ "name", "description" ], "title": "CreateDeskRequest", "description": "Request to create a desk." }, "CreateSavedViewRequest": { "properties": { "name": { "type": "string", "maxLength": 160, "minLength": 1, "title": "Name" }, "filters": { "items": { "$ref": "#/components/schemas/FilterItem" }, "type": "array", "title": "Filters" }, "sorting": { "items": { "$ref": "#/components/schemas/SortItem" }, "type": "array", "title": "Sorting" }, "global_filter": { "type": "string", "maxLength": 500, "title": "Global Filter", "default": "" }, "is_default": { "type": "boolean", "title": "Is Default", "default": false } }, "type": "object", "required": [ "name" ], "title": "CreateSavedViewRequest" }, "CreateSubdeskRequest": { "properties": { "name": { "type": "string", "maxLength": 60, "minLength": 1, "title": "Name", "description": "Subdesk name (e.g., 'Europe Team', 'US West')" }, "timezone": { "type": "string", "title": "Timezone", "description": "IANA timezone name (e.g., 'America/New_York', 'Europe/Berlin')" }, "description": { "anyOf": [ { "type": "string", "maxLength": 1000 }, { "type": "null" } ], "title": "Description", "description": "Optional description of the subdesk" } }, "type": "object", "required": [ "name", "timezone" ], "title": "CreateSubdeskRequest", "description": "Request to create a subdesk (team) within a desk." }, "CreateSurveyResponseRequest": { "properties": { "respondent_employee_id": { "type": "string", "title": "Respondent Employee Id" }, "notification_id": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Notification Id", "description": "Notification ID for threading reminders as replies" } }, "type": "object", "required": [ "respondent_employee_id" ], "title": "CreateSurveyResponseRequest", "description": "Request to create a pending survey response." }, "CreateTagRequest": { "properties": { "name": { "type": "string", "maxLength": 100, "minLength": 1, "title": "Name" }, "color": { "anyOf": [ { "type": "string", "maxLength": 7, "minLength": 7 }, { "type": "null" } ], "title": "Color" }, "description": { "anyOf": [ { "type": "string", "maxLength": 255 }, { "type": "null" } ], "title": "Description" } }, "type": "object", "required": [ "name" ], "title": "CreateTagRequest" }, "CreateTemplateDeskRequest": { "properties": { "template_id": { "type": "string", "title": "Template Id", "description": "Template ID to create desk from (e.g., 'it', 'hr')" }, "name": { "anyOf": [ { "type": "string", "maxLength": 60, "minLength": 1 }, { "type": "null" } ], "title": "Name", "description": "Optional custom name for the desk (overrides template name)" }, "employee_ids": { "items": { "type": "string" }, "type": "array", "title": "Employee Ids", "description": "List of employee IDs" } }, "type": "object", "required": [ "template_id" ], "title": "CreateTemplateDeskRequest", "description": "Request to create a desk from a template." }, "CreateThreadMessageRequest": { "properties": { "content": { "type": "string", "minLength": 1, "title": "Content" }, "message_metadata": { "anyOf": [ { "additionalProperties": true, "type": "object" }, { "type": "null" } ], "title": "Message Metadata" } }, "type": "object", "required": [ "content" ], "title": "CreateThreadMessageRequest" }, "CreateThreadRequest": { "properties": { "title": { "type": "string", "maxLength": 255, "title": "Title" } }, "type": "object", "required": [ "title" ], "title": "CreateThreadRequest" }, "CreateTicketFromEmailRequest": { "properties": { "tenant_id": { "type": "string", "format": "uuid", "title": "Tenant Id" }, "desk_id": { "type": "string", "title": "Desk Id" }, "subject": { "type": "string", "title": "Subject" }, "body": { "type": "string", "title": "Body" }, "reporter_id": { "type": "string", "title": "Reporter Id" }, "cc_employee_ids": { "items": { "type": "string" }, "type": "array", "title": "Cc Employee Ids" }, "attachment_ids": { "items": { "type": "string" }, "type": "array", "title": "Attachment Ids" }, "email_message_id": { "type": "string", "title": "Email Message Id" }, "email_from": { "type": "string", "title": "Email From" } }, "type": "object", "required": [ "tenant_id", "desk_id", "subject", "body", "reporter_id", "email_message_id", "email_from" ], "title": "CreateTicketFromEmailRequest", "description": "Request to create a ticket from an email (internal endpoint)." }, "CreateTicketLinkRequest": { "properties": { "target_ticket_id": { "type": "string", "maxLength": 50, "minLength": 1, "title": "Target Ticket Id" }, "link_type": { "$ref": "#/components/schemas/TicketLinkType" } }, "type": "object", "required": [ "target_ticket_id", "link_type" ], "title": "CreateTicketLinkRequest" }, "CreateTicketMessageRequest": { "properties": { "content": { "type": "string", "minLength": 0, "title": "Content" }, "sender_id": { "type": "string", "maxLength": 100, "minLength": 1, "title": "Sender Id" }, "message_type": { "$ref": "#/components/schemas/TicketMessageType", "default": "text" }, "is_internal": { "type": "boolean", "title": "Is Internal", "default": false }, "source": { "anyOf": [ { "$ref": "#/components/schemas/MessageSource" }, { "type": "null" } ] }, "attachment_ids": { "items": { "type": "string" }, "type": "array", "title": "Attachment Ids" }, "message_metadata": { "anyOf": [ { "additionalProperties": true, "type": "object" }, { "type": "null" } ], "title": "Message Metadata" }, "created_at": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Created At", "description": "Optional creation timestamp. If not provided, current time will be used. Used for preserving original ITSM timestamps during import." }, "publish_events": { "type": "boolean", "title": "Publish Events", "description": "Whether to publish events for this message. Set to False during imports to prevent notifications and automations from triggering.", "default": true } }, "type": "object", "required": [ "content", "sender_id" ], "title": "CreateTicketMessageRequest" }, "CreateTicketRequest": { "properties": { "title": { "type": "string", "maxLength": 255, "minLength": 1, "title": "Title" }, "description": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Description" }, "ticket_type": { "$ref": "#/components/schemas/TicketType" }, "priority": { "$ref": "#/components/schemas/TicketPriority" }, "source": { "$ref": "#/components/schemas/TicketSource", "default": "harmony" }, "reporter": { "type": "string", "title": "Reporter" }, "assignee": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Assignee" }, "desk_id": { "type": "string", "maxLength": 60, "minLength": 1, "title": "Desk Id" }, "attachment_ids": { "items": { "type": "string" }, "type": "array", "title": "Attachment Ids" }, "custom_fields": { "anyOf": [ { "additionalProperties": true, "type": "object" }, { "type": "null" } ], "title": "Custom Fields", "description": "Custom field values for this desk" }, "ticket_metadata": { "anyOf": [ { "additionalProperties": true, "type": "object" }, { "type": "null" } ], "title": "Ticket Metadata", "description": "Additional metadata for the ticket" }, "created_at": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Created At", "description": "Optional creation timestamp. If not provided, current time will be used. Used for preserving original ITSM timestamps during import." }, "related_asset_ids": { "anyOf": [ { "items": { "type": "string", "format": "uuid" }, "type": "array" }, { "type": "null" } ], "title": "Related Asset Ids", "description": "List of asset IDs (UUIDs) to associate with this ticket" }, "publish_events": { "type": "boolean", "title": "Publish Events", "description": "Whether to publish domain events for this ticket creation. Set to False to suppress event publishing (useful for bulk imports or migrations). Defaults to True.", "default": true }, "thread_id": { "anyOf": [ { "type": "string", "format": "uuid" }, { "type": "null" } ], "title": "Thread Id", "description": "Optional thread ID to associate with this ticket. If not provided a new thread will be created." } }, "type": "object", "required": [ "title", "ticket_type", "priority", "reporter", "desk_id" ], "title": "CreateTicketRequest" }, "CreateUserTicketRequest": { "properties": { "title": { "type": "string", "maxLength": 255, "minLength": 3, "title": "Title" }, "description": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Description" }, "ticket_type": { "$ref": "#/components/schemas/TicketType" }, "priority": { "$ref": "#/components/schemas/TicketPriority" }, "source": { "$ref": "#/components/schemas/TicketSource", "default": "harmony" }, "assignee": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Assignee" }, "desk_id": { "type": "string", "maxLength": 60, "minLength": 1, "title": "Desk Id" }, "attachment_ids": { "items": { "type": "string" }, "type": "array", "title": "Attachment Ids" }, "reporter": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Reporter", "description": "ID of the reporter if creating on behalf of another user" } }, "type": "object", "required": [ "title", "ticket_type", "priority", "desk_id" ], "title": "CreateUserTicketRequest" }, "CustomFieldDefinitionResponse": { "properties": { "id": { "type": "integer", "title": "Id" }, "desk_id": { "type": "string", "title": "Desk Id" }, "name": { "type": "string", "title": "Name" }, "field_type": { "$ref": "#/components/schemas/CustomFieldType" }, "is_mandatory": { "type": "boolean", "title": "Is Mandatory" }, "options": { "anyOf": [ { "additionalProperties": true, "type": "object" }, { "type": "null" } ], "title": "Options" }, "description": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Description" }, "created_at": { "type": "string", "format": "date-time", "title": "Created At" }, "updated_at": { "type": "string", "format": "date-time", "title": "Updated At" } }, "type": "object", "required": [ "id", "desk_id", "name", "field_type", "is_mandatory", "created_at", "updated_at" ], "title": "CustomFieldDefinitionResponse" }, "CustomFieldDefinitionsListResponse": { "properties": { "items": { "items": { "$ref": "#/components/schemas/CustomFieldDefinitionResponse" }, "type": "array", "title": "Items" }, "total_count": { "type": "integer", "title": "Total Count" } }, "type": "object", "required": [ "items", "total_count" ], "title": "CustomFieldDefinitionsListResponse" }, "CustomFieldType": { "type": "string", "enum": [ "number", "text", "checkbox", "single_select", "multi_select" ], "title": "CustomFieldType" }, "CustomFieldValuesRequest": { "properties": { "custom_fields": { "additionalProperties": true, "type": "object", "title": "Custom Fields", "description": "Custom field values as key-value pairs for the current desk" } }, "type": "object", "required": [ "custom_fields" ], "title": "CustomFieldValuesRequest", "description": "Request schema for setting custom field values on a ticket." }, "CustomFieldValuesResponse": { "properties": { "custom_fields": { "additionalProperties": true, "type": "object", "title": "Custom Fields", "description": "Custom field values for the current desk" } }, "type": "object", "title": "CustomFieldValuesResponse", "description": "Response schema for custom field values." }, "DeleteStatusTrackingRequest": { "properties": { "ticket_id": { "type": "string", "title": "Ticket Id", "description": "Ticket ID" }, "tracked_status": { "type": "string", "title": "Tracked Status", "description": "Status to stop tracking" } }, "type": "object", "required": [ "ticket_id", "tracked_status" ], "title": "DeleteStatusTrackingRequest", "description": "Request to delete status tracking." }, "DeskEmployeeResponse": { "properties": { "employee_id": { "type": "string", "title": "Employee Id" } }, "type": "object", "required": [ "employee_id" ], "title": "DeskEmployeeResponse" }, "DeskResponse": { "properties": { "id": { "type": "string", "title": "Id" }, "name": { "type": "string", "title": "Name" }, "emoji": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Emoji" }, "description": { "type": "string", "title": "Description" }, "template_id": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Template Id" }, "main_subdesk_id": { "type": "string", "title": "Main Subdesk Id" }, "employees": { "items": { "$ref": "#/components/schemas/DeskEmployeeResponse" }, "type": "array", "title": "Employees" }, "custom_fields": { "anyOf": [ { "items": { "$ref": "#/components/schemas/CustomFieldDefinitionResponse" }, "type": "array" }, { "type": "null" } ], "title": "Custom Fields", "description": "Custom field definitions for this desk." }, "subdesks": { "anyOf": [ { "items": { "$ref": "#/components/schemas/SubdeskResponse" }, "type": "array" }, { "type": "null" } ], "title": "Subdesks", "description": "Subdesks within this desk (only populated when include_subdesks=true)" }, "inbox_enabled": { "type": "boolean", "title": "Inbox Enabled" }, "inbox_email": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Inbox Email" }, "inbox_cc_as_watchers": { "type": "boolean", "title": "Inbox Cc As Watchers" }, "enabled": { "type": "boolean", "title": "Enabled" }, "created_at": { "type": "string", "format": "date-time", "title": "Created At" }, "updated_at": { "type": "string", "format": "date-time", "title": "Updated At" } }, "type": "object", "required": [ "id", "name", "emoji", "description", "template_id", "main_subdesk_id", "employees", "inbox_enabled", "inbox_email", "inbox_cc_as_watchers", "enabled", "created_at", "updated_at" ], "title": "DeskResponse" }, "DesksListResponse": { "properties": { "desks": { "items": { "$ref": "#/components/schemas/DeskResponse" }, "type": "array", "title": "Desks" } }, "type": "object", "required": [ "desks" ], "title": "DesksListResponse" }, "EmailTicketResponse": { "properties": { "ticket_id": { "type": "string", "title": "Ticket Id" }, "status": { "type": "string", "title": "Status" } }, "type": "object", "required": [ "ticket_id", "status" ], "title": "EmailTicketResponse", "description": "Response from email ticket creation." }, "EnrichedTicketLinkResponse": { "properties": { "id": { "type": "integer", "title": "Id" }, "link_type": { "$ref": "#/components/schemas/TicketLinkType" }, "linked_ticket": { "$ref": "#/components/schemas/LinkedTicketSummary" }, "created_at": { "type": "string", "format": "date-time", "title": "Created At" }, "updated_at": { "type": "string", "format": "date-time", "title": "Updated At" } }, "type": "object", "required": [ "id", "link_type", "linked_ticket", "created_at", "updated_at" ], "title": "EnrichedTicketLinkResponse" }, "EnrichedTicketLinksListResponse": { "properties": { "items": { "items": { "$ref": "#/components/schemas/EnrichedTicketLinkResponse" }, "type": "array", "title": "Items" } }, "type": "object", "required": [ "items" ], "title": "EnrichedTicketLinksListResponse" }, "EntityType": { "type": "string", "enum": [ "user", "ticket", "asset", "application", "employee", "system", "workflow" ], "title": "EntityType", "description": "Supported entity types in the Harmony platform (actors and targets)." }, "EventData": { "properties": { "actor": { "$ref": "#/components/schemas/EventEntity", "description": "The actor that triggered this event" }, "targets": { "items": { "$ref": "#/components/schemas/EventEntity" }, "type": "array", "minItems": 1, "title": "Targets", "description": "The target resources affected by this event (at least one)" }, "metadata": { "anyOf": [ { "additionalProperties": true, "type": "object" }, { "type": "null" } ], "title": "Metadata" } }, "type": "object", "required": [ "actor", "targets" ], "title": "EventData", "description": "Event data payload with required actor and targets." }, "EventEntity": { "properties": { "id": { "type": "string", "title": "Id", "description": "Unique identifier for the entity" }, "type": { "$ref": "#/components/schemas/EntityType", "description": "Type of the entity" }, "tags": { "anyOf": [ { "items": { "$ref": "#/components/schemas/EventTag" }, "type": "array" }, { "type": "null" } ], "title": "Tags" } }, "type": "object", "required": [ "id", "type" ], "title": "EventEntity", "description": "Represents the entity in the event can be Actor or Target of the event." }, "EventTag": { "properties": { "key": { "type": "string", "minLength": 1, "title": "Key", "description": "Tag key identifier" }, "value": { "type": "string", "minLength": 1, "title": "Value", "description": "Tag value (string only)" } }, "type": "object", "required": [ "key", "value" ], "title": "EventTag", "description": "Represents a tag with key-value structure." }, "EventsResponse": { "properties": { "id": { "type": "string", "title": "Id", "description": "Event unique identifier" }, "source": { "type": "string", "title": "Source", "description": "Event source" }, "type": { "type": "string", "title": "Type", "description": "Event type" }, "time": { "type": "string", "format": "date-time", "title": "Time", "description": "Event timestamp" }, "tenant_id": { "type": "string", "title": "Tenant Id", "description": "Tenant identifier" }, "data": { "anyOf": [ { "$ref": "#/components/schemas/EventData" }, { "type": "null" } ] } }, "type": "object", "required": [ "id", "source", "type", "time", "tenant_id" ], "title": "EventsResponse", "description": "Events response model matching CloudEvents structure." }, "FilterItem": { "properties": { "id": { "type": "string", "title": "Id" }, "value": { "items": {}, "type": "array", "title": "Value" } }, "type": "object", "required": [ "id", "value" ], "title": "FilterItem" }, "HTTPValidationError": { "properties": { "detail": { "items": { "$ref": "#/components/schemas/ValidationError" }, "type": "array", "title": "Detail" } }, "type": "object", "title": "HTTPValidationError" }, "HealthResponse": { "properties": { "status": { "type": "string", "title": "Status" }, "timestamp": { "type": "number", "title": "Timestamp" }, "uptime": { "type": "number", "title": "Uptime" } }, "type": "object", "required": [ "status", "timestamp", "uptime" ], "title": "HealthResponse" }, "ImportViewError": { "properties": { "name": { "type": "string", "title": "Name" }, "error": { "type": "string", "title": "Error" } }, "type": "object", "required": [ "name", "error" ], "title": "ImportViewError" }, "ImportViewItem": { "properties": { "name": { "type": "string", "maxLength": 160, "minLength": 1, "title": "Name" }, "filters": { "items": { "$ref": "#/components/schemas/FilterItem" }, "type": "array", "title": "Filters" }, "sorting": { "items": { "$ref": "#/components/schemas/SortItem" }, "type": "array", "title": "Sorting" }, "global_filter": { "type": "string", "maxLength": 500, "title": "Global Filter", "default": "" } }, "type": "object", "required": [ "name" ], "title": "ImportViewItem" }, "ImportViewsRequest": { "properties": { "views": { "items": { "$ref": "#/components/schemas/ImportViewItem" }, "type": "array", "title": "Views" } }, "type": "object", "required": [ "views" ], "title": "ImportViewsRequest" }, "ImportViewsResponse": { "properties": { "imported_count": { "type": "integer", "title": "Imported Count" }, "skipped_count": { "type": "integer", "title": "Skipped Count" }, "errors": { "items": { "$ref": "#/components/schemas/ImportViewError" }, "type": "array", "title": "Errors" } }, "type": "object", "required": [ "imported_count", "skipped_count", "errors" ], "title": "ImportViewsResponse" }, "KBResolutionResponse": { "properties": { "answer_summary": { "type": "string", "title": "Answer Summary", "description": "2-3 sentence summary of the suggested resolution" }, "sources": { "items": { "$ref": "#/components/schemas/KBSourceResponse" }, "type": "array", "title": "Sources", "description": "Source citations for the resolution" }, "chunks_count": { "type": "integer", "title": "Chunks Count", "description": "Number of KB chunks used to generate the resolution" }, "confidence": { "anyOf": [ { "type": "number", "maximum": 1.0, "minimum": 0.0 }, { "type": "null" } ], "title": "Confidence", "description": "Confidence score for the KB answer (0.0-1.0)" }, "queried_at": { "type": "string", "format": "date-time", "title": "Queried At", "description": "Timestamp when the KB was queried" } }, "type": "object", "required": [ "answer_summary", "chunks_count", "queried_at" ], "title": "KBResolutionResponse", "description": "Knowledge base resolution suggestion for a ticket." }, "KBSourceResponse": { "properties": { "url": { "type": "string", "title": "Url", "description": "URL of the source document" }, "title": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Title", "description": "Title of the source document" } }, "type": "object", "required": [ "url" ], "title": "KBSourceResponse", "description": "Knowledge base source citation." }, "LinkedTicketSummary": { "properties": { "id": { "type": "string", "title": "Id" }, "title": { "type": "string", "title": "Title" }, "status": { "$ref": "#/components/schemas/TicketStatus" }, "priority": { "$ref": "#/components/schemas/TicketPriority" }, "assignee": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Assignee" } }, "type": "object", "required": [ "id", "title", "status", "priority" ], "title": "LinkedTicketSummary" }, "MessageSource": { "type": "string", "enum": [ "slack", "harmony", "teams", "email", "freshservice", "jsm", "solarwinds", "siit", "service-desk", "portal" ], "title": "MessageSource" }, "PaginatedResponseEventsResponse": { "properties": { "total_count": { "type": "integer", "title": "Total Count", "description": "The total number of items available to return for this query." }, "items": { "items": { "$ref": "#/components/schemas/EventsResponse" }, "type": "array", "title": "Items", "description": "Array of returned items." } }, "type": "object", "required": [ "total_count", "items" ], "title": "PaginatedResponseEventsResponse", "description": "PaginatedResponseEventsResponse" }, "PredefinedDeskTemplateResponse": { "properties": { "id": { "type": "string", "title": "Id", "description": "Template ID" }, "name": { "type": "string", "title": "Name", "description": "Desk name" }, "emoji": { "type": "string", "title": "Emoji", "description": "Desk emoji" }, "description": { "type": "string", "title": "Description", "description": "Desk description for AI classification" }, "is_already_added": { "type": "boolean", "title": "Is Already Added", "description": "Whether this template is already added for the tenant", "default": false } }, "type": "object", "required": [ "id", "name", "emoji", "description" ], "title": "PredefinedDeskTemplateResponse", "description": "Response schema for a predefined desk template." }, "PredefinedDeskTemplatesResponse": { "properties": { "templates": { "items": { "$ref": "#/components/schemas/PredefinedDeskTemplateResponse" }, "type": "array", "title": "Templates" } }, "type": "object", "required": [ "templates" ], "title": "PredefinedDeskTemplatesResponse", "description": "Response containing all available predefined desk templates." }, "QueryTicketsRequest": { "properties": { "page": { "type": "integer", "minimum": 1.0, "title": "Page", "default": 1 }, "page_size": { "type": "integer", "maximum": 200.0, "minimum": 1.0, "title": "Page Size", "default": 25 }, "sort_by": { "type": "string", "enum": [ "title", "priority", "source", "status", "created_at", "resolution_sla" ], "title": "Sort By", "default": "created_at" }, "sort_direction": { "type": "string", "enum": [ "asc", "desc" ], "title": "Sort Direction", "default": "desc" }, "title": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Title" }, "description": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Description" }, "ticket_type": { "anyOf": [ { "items": { "$ref": "#/components/schemas/TicketType" }, "type": "array" }, { "type": "null" } ], "title": "Ticket Type" }, "priority": { "anyOf": [ { "items": { "$ref": "#/components/schemas/TicketPriority" }, "type": "array" }, { "type": "null" } ], "title": "Priority" }, "status": { "anyOf": [ { "items": { "$ref": "#/components/schemas/TicketStatus" }, "type": "array" }, { "type": "null" } ], "title": "Status" }, "reporter": { "anyOf": [ { "items": { "type": "string" }, "type": "array" }, { "type": "null" } ], "title": "Reporter" }, "assignee": { "anyOf": [ { "items": { "type": "string" }, "type": "array" }, { "type": "null" } ], "title": "Assignee", "description": "Use '_UNASSIGN_' for unassigned" }, "desk_id": { "anyOf": [ { "items": { "type": "string" }, "type": "array" }, { "type": "null" } ], "title": "Desk Id" }, "subdesk_id": { "anyOf": [ { "items": { "type": "string" }, "type": "array" }, { "type": "null" } ], "title": "Subdesk Id", "description": "Filter by subdesk (team) IDs" }, "tag_ids": { "anyOf": [ { "items": { "type": "integer" }, "type": "array" }, { "type": "null" } ], "title": "Tag Ids" }, "tag_names": { "anyOf": [ { "items": { "type": "string" }, "type": "array" }, { "type": "null" } ], "title": "Tag Names" }, "source": { "anyOf": [ { "items": { "$ref": "#/components/schemas/TicketSource" }, "type": "array" }, { "type": "null" } ], "title": "Source" }, "vip_reporter": { "anyOf": [ { "type": "boolean" }, { "type": "null" } ], "title": "Vip Reporter", "description": "Filter tickets by VIP status of the reporter employee" }, "location_reporter": { "anyOf": [ { "items": { "type": "string" }, "type": "array" }, { "type": "null" } ], "title": "Location Reporter", "description": "Filter tickets by location of the reporter employee" }, "metadata_filters": { "anyOf": [ { "additionalProperties": true, "type": "object" }, { "type": "null" } ], "title": "Metadata Filters", "description": "Filter by ticket metadata key-value pairs" } }, "type": "object", "title": "QueryTicketsRequest" }, "ReadinessResponse": { "properties": { "status": { "type": "string", "title": "Status" }, "timestamp": { "type": "number", "title": "Timestamp" }, "checks": { "additionalProperties": true, "type": "object", "title": "Checks" } }, "type": "object", "required": [ "status", "timestamp", "checks" ], "title": "ReadinessResponse" }, "SavedViewResponse": { "properties": { "id": { "type": "string", "title": "Id" }, "desk_id": { "type": "string", "title": "Desk Id" }, "name": { "type": "string", "title": "Name" }, "filters": { "items": { "$ref": "#/components/schemas/FilterItem" }, "type": "array", "title": "Filters" }, "sorting": { "items": { "$ref": "#/components/schemas/SortItem" }, "type": "array", "title": "Sorting" }, "global_filter": { "type": "string", "title": "Global Filter" }, "is_default": { "type": "boolean", "title": "Is Default" }, "is_system": { "type": "boolean", "title": "Is System" }, "created_by": { "type": "string", "title": "Created By" }, "last_edited_by": { "type": "string", "title": "Last Edited By" }, "created_at": { "type": "string", "format": "date-time", "title": "Created At" }, "updated_at": { "type": "string", "format": "date-time", "title": "Updated At" } }, "type": "object", "required": [ "id", "desk_id", "name", "filters", "sorting", "global_filter", "is_default", "is_system", "created_by", "last_edited_by", "created_at", "updated_at" ], "title": "SavedViewResponse" }, "SavedViewsListResponse": { "properties": { "items": { "items": { "$ref": "#/components/schemas/SavedViewResponse" }, "type": "array", "title": "Items" }, "total_count": { "type": "integer", "title": "Total Count" } }, "type": "object", "required": [ "items", "total_count" ], "title": "SavedViewsListResponse" }, "SetSubdeskEmployeesRequest": { "properties": { "employee_ids": { "items": { "type": "string" }, "type": "array", "title": "Employee Ids", "description": "List of employee IDs to set as subdesk members" } }, "type": "object", "required": [ "employee_ids" ], "title": "SetSubdeskEmployeesRequest", "description": "Request to set employees for a subdesk.\n\nThis replaces the entire employee list (delete all, insert new)." }, "SetTicketLinksRequest": { "properties": { "links": { "items": { "$ref": "#/components/schemas/CreateTicketLinkRequest" }, "type": "array", "title": "Links" } }, "type": "object", "title": "SetTicketLinksRequest" }, "SetTicketTagsRequest": { "properties": { "tag_ids": { "items": { "type": "integer" }, "type": "array", "title": "Tag Ids" }, "tag_names": { "items": { "type": "string" }, "type": "array", "title": "Tag Names" } }, "type": "object", "title": "SetTicketTagsRequest" }, "SortItem": { "properties": { "id": { "type": "string", "title": "Id" }, "desc": { "type": "boolean", "title": "Desc", "default": false } }, "type": "object", "required": [ "id" ], "title": "SortItem" }, "StandaloneAttachmentUploadRequest": { "properties": { "filename": { "type": "string", "maxLength": 255, "minLength": 1, "title": "Filename" }, "content_type": { "type": "string", "maxLength": 100, "minLength": 1, "title": "Content Type" }, "file_size": { "type": "integer", "exclusiveMinimum": 0.0, "title": "File Size" } }, "type": "object", "required": [ "filename", "content_type", "file_size" ], "title": "StandaloneAttachmentUploadRequest" }, "StatusBreakdownItem": { "properties": { "status": { "$ref": "#/components/schemas/TicketStatus" }, "ticket_count": { "type": "integer", "title": "Ticket Count" } }, "type": "object", "required": [ "status", "ticket_count" ], "title": "StatusBreakdownItem" }, "StatusBreakdownResponse": { "properties": { "statuses": { "items": { "$ref": "#/components/schemas/StatusBreakdownItem" }, "type": "array", "title": "Statuses" } }, "type": "object", "required": [ "statuses" ], "title": "StatusBreakdownResponse" }, "StatusManagementSettingsCreate": { "properties": { "enabled": { "type": "boolean", "title": "Enabled", "default": false } }, "type": "object", "title": "StatusManagementSettingsCreate", "description": "Request schema for creating/updating status management settings." }, "StatusManagementSettingsResponse": { "properties": { "enabled": { "type": "boolean", "title": "Enabled" } }, "type": "object", "required": [ "enabled" ], "title": "StatusManagementSettingsResponse", "description": "Response schema for status management settings." }, "SubdeskAutoAssignmentSettingsCreate": { "properties": { "enabled": { "type": "boolean", "title": "Enabled", "description": "Enable auto-assignment for this subdesk", "default": false }, "assignment_method": { "$ref": "#/components/schemas/AssignmentMethod", "description": "Assignment method: 'round_robin' (rotate through employees, assigns at creation), 'least_loaded' (assign to employee with fewest tickets, at creation), 'fixed' (always assign to specific employee, assigns at creation), 'first_responder' (assign to first agent who responds)" }, "employee_scope_ids": { "anyOf": [ { "items": { "type": "string" }, "type": "array" }, { "type": "null" } ], "title": "Employee Scope Ids", "description": "List of employee IDs to include in auto-assignment. For 'fixed' method: must contain exactly 1 employee. For 'round_robin' and 'least_loaded': multiple employees or null (defaults to all subdesk employees). For 'first_responder': ignored (assigns to whoever responds first). Note: 'harmony_ai' is always excluded from auto-assignment." }, "inherit_auto_assignment": { "type": "boolean", "title": "Inherit Auto Assignment", "description": "If True, inherit auto-assignment settings from Main Subdesk. When enabled, this subdesk uses Main Subdesk's settings instead. Main Subdesk cannot have this set to True.", "default": false } }, "type": "object", "required": [ "assignment_method" ], "title": "SubdeskAutoAssignmentSettingsCreate", "description": "Request to create or update auto-assignment settings for a subdesk." }, "SubdeskAutoAssignmentSettingsResponse": { "properties": { "enabled": { "type": "boolean", "title": "Enabled", "description": "Whether auto-assignment is enabled for this subdesk" }, "assignment_method": { "$ref": "#/components/schemas/AssignmentMethod", "description": "The assignment method being used" }, "employee_scope_ids": { "anyOf": [ { "items": { "type": "string" }, "type": "array" }, { "type": "null" } ], "title": "Employee Scope Ids", "description": "List of employee IDs included in auto-assignment scope" }, "last_assigned_employee_id": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Last Assigned Employee Id", "description": "Last employee assigned (used for round-robin tracking)" }, "inherit_auto_assignment": { "type": "boolean", "title": "Inherit Auto Assignment", "description": "If True, settings are inherited from Main Subdesk" }, "created_at": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Created At", "description": "When the settings were created. Null when returning default state (settings not persisted)" }, "updated_at": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Updated At", "description": "When the settings were last updated. Null when returning default state (settings not persisted)" } }, "type": "object", "required": [ "enabled", "assignment_method", "employee_scope_ids", "last_assigned_employee_id", "inherit_auto_assignment", "created_at", "updated_at" ], "title": "SubdeskAutoAssignmentSettingsResponse", "description": "Response containing auto-assignment settings for a subdesk." }, "SubdeskEmployeeResponse": { "properties": { "employee_id": { "type": "string", "title": "Employee Id" } }, "type": "object", "required": [ "employee_id" ], "title": "SubdeskEmployeeResponse", "description": "Employee member of a subdesk." }, "SubdeskEmployeesResponse": { "properties": { "employee_ids": { "items": { "type": "string" }, "type": "array", "title": "Employee Ids", "description": "List of employee IDs that are members of the subdesk" } }, "type": "object", "required": [ "employee_ids" ], "title": "SubdeskEmployeesResponse", "description": "Response containing the list of subdesk employees." }, "SubdeskResponse": { "properties": { "id": { "type": "string", "title": "Id" }, "desk_id": { "type": "string", "title": "Desk Id" }, "name": { "type": "string", "title": "Name" }, "description": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Description" }, "timezone": { "type": "string", "title": "Timezone" }, "is_default": { "type": "boolean", "title": "Is Default" }, "employees": { "items": { "$ref": "#/components/schemas/SubdeskEmployeeResponse" }, "type": "array", "title": "Employees" }, "created_at": { "type": "string", "format": "date-time", "title": "Created At" }, "updated_at": { "type": "string", "format": "date-time", "title": "Updated At" } }, "type": "object", "required": [ "id", "desk_id", "name", "description", "timezone", "is_default", "employees", "created_at", "updated_at" ], "title": "SubdeskResponse", "description": "Response for a single subdesk." }, "SubdesksListResponse": { "properties": { "subdesks": { "items": { "$ref": "#/components/schemas/SubdeskResponse" }, "type": "array", "title": "Subdesks" } }, "type": "object", "required": [ "subdesks" ], "title": "SubdesksListResponse", "description": "Response containing list of subdesks." }, "SurveySettingsCreate": { "properties": { "enabled": { "type": "boolean", "title": "Enabled", "default": true }, "send_reminder": { "type": "boolean", "title": "Send Reminder", "default": false }, "reminder_delay_hours": { "type": "integer", "maximum": 200.0, "minimum": 1.0, "title": "Reminder Delay Hours", "default": 24 } }, "type": "object", "title": "SurveySettingsCreate" }, "SurveySettingsResponse": { "properties": { "enabled": { "type": "boolean", "title": "Enabled" }, "send_reminder": { "type": "boolean", "title": "Send Reminder" }, "reminder_delay_hours": { "type": "integer", "title": "Reminder Delay Hours" } }, "type": "object", "required": [ "enabled", "send_reminder", "reminder_delay_hours" ], "title": "SurveySettingsResponse" }, "SurveyWithTicket": { "properties": { "ticket_id": { "type": "string", "title": "Ticket Id" }, "desk_id": { "type": "string", "title": "Desk Id" }, "respondent_employee_id": { "type": "string", "title": "Respondent Employee Id" }, "notification_id": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Notification Id" }, "ticket_title": { "type": "string", "title": "Ticket Title" }, "ticket_assignee": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Ticket Assignee" } }, "type": "object", "required": [ "ticket_id", "desk_id", "respondent_employee_id", "notification_id", "ticket_title", "ticket_assignee" ], "title": "SurveyWithTicket" }, "TagAggregationResponse": { "properties": { "tag_name": { "type": "string", "title": "Tag Name" }, "tag_color": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Tag Color" }, "tag_description": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Tag Description" }, "ticket_count": { "type": "integer", "title": "Ticket Count" } }, "type": "object", "required": [ "tag_name", "tag_color", "tag_description", "ticket_count" ], "title": "TagAggregationResponse" }, "TagAggregationsResponse": { "properties": { "tags": { "additionalProperties": { "$ref": "#/components/schemas/TagAggregationResponse" }, "type": "object", "title": "Tags" } }, "type": "object", "required": [ "tags" ], "title": "TagAggregationsResponse" }, "TagResponse": { "properties": { "id": { "type": "integer", "title": "Id" }, "desk_id": { "type": "string", "title": "Desk Id" }, "name": { "type": "string", "title": "Name" }, "color": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Color" }, "description": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Description" }, "system_tag": { "anyOf": [ { "type": "boolean" }, { "type": "null" } ], "title": "System Tag" }, "created_at": { "type": "string", "format": "date-time", "title": "Created At" }, "updated_at": { "type": "string", "format": "date-time", "title": "Updated At" } }, "type": "object", "required": [ "id", "desk_id", "name", "created_at", "updated_at" ], "title": "TagResponse" }, "TagsListResponse": { "properties": { "items": { "items": { "$ref": "#/components/schemas/TagResponse" }, "type": "array", "title": "Items" }, "total_count": { "type": "integer", "title": "Total Count" } }, "type": "object", "required": [ "items", "total_count" ], "title": "TagsListResponse" }, "TenantsWithAutoCloseLinkedResponse": { "properties": { "tenant_ids": { "items": { "type": "string" }, "type": "array", "title": "Tenant Ids" } }, "type": "object", "required": [ "tenant_ids" ], "title": "TenantsWithAutoCloseLinkedResponse" }, "TenantsWithAutoCloseResponse": { "properties": { "tenant_ids": { "items": { "type": "string" }, "type": "array", "title": "Tenant Ids" } }, "type": "object", "required": [ "tenant_ids" ], "title": "TenantsWithAutoCloseResponse" }, "TenantsWithRemindersResponse": { "properties": { "tenant_ids": { "items": { "type": "string" }, "type": "array", "title": "Tenant Ids" } }, "type": "object", "required": [ "tenant_ids" ], "title": "TenantsWithRemindersResponse", "description": "Tenants with survey reminders enabled." }, "ThreadDetailResponse": { "properties": { "id": { "type": "string", "title": "Id" }, "title": { "type": "string", "title": "Title" }, "employee_id": { "type": "string", "title": "Employee Id" }, "created_at": { "type": "string", "format": "date-time", "title": "Created At" }, "updated_at": { "type": "string", "format": "date-time", "title": "Updated At" }, "messages": { "items": { "$ref": "#/components/schemas/ThreadMessageResponse" }, "type": "array", "title": "Messages" } }, "type": "object", "required": [ "id", "title", "employee_id", "created_at", "updated_at" ], "title": "ThreadDetailResponse" }, "ThreadMessageResponse": { "properties": { "id": { "type": "string", "title": "Id" }, "thread_id": { "type": "string", "title": "Thread Id" }, "sender_id": { "type": "string", "title": "Sender Id" }, "content": { "type": "string", "title": "Content" }, "created_at": { "type": "string", "format": "date-time", "title": "Created At" }, "updated_at": { "type": "string", "format": "date-time", "title": "Updated At" }, "title_generated": { "type": "boolean", "title": "Title Generated", "default": false }, "message_metadata": { "anyOf": [ { "additionalProperties": true, "type": "object" }, { "type": "null" } ], "title": "Message Metadata" } }, "type": "object", "required": [ "id", "thread_id", "sender_id", "content", "created_at", "updated_at" ], "title": "ThreadMessageResponse" }, "ThreadResponse": { "properties": { "id": { "type": "string", "title": "Id" }, "title": { "type": "string", "title": "Title" }, "employee_id": { "type": "string", "title": "Employee Id" }, "created_at": { "type": "string", "format": "date-time", "title": "Created At" }, "updated_at": { "type": "string", "format": "date-time", "title": "Updated At" } }, "type": "object", "required": [ "id", "title", "employee_id", "created_at", "updated_at" ], "title": "ThreadResponse" }, "ThreadsListResponse": { "properties": { "threads": { "items": { "$ref": "#/components/schemas/ThreadResponse" }, "type": "array", "title": "Threads" }, "total_count": { "type": "integer", "title": "Total Count" }, "page": { "type": "integer", "title": "Page" }, "page_size": { "type": "integer", "title": "Page Size" } }, "type": "object", "required": [ "threads", "total_count", "page", "page_size" ], "title": "ThreadsListResponse" }, "TicketByThreadResponse": { "properties": { "ticket_id": { "type": "string", "title": "Ticket Id" }, "desk_id": { "type": "string", "title": "Desk Id" }, "reporter": { "type": "string", "title": "Reporter" }, "notification_reply_id": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Notification Reply Id" }, "ticket_metadata": { "anyOf": [ { "additionalProperties": true, "type": "object" }, { "type": "null" } ], "title": "Ticket Metadata" } }, "type": "object", "required": [ "ticket_id", "desk_id", "reporter", "notification_reply_id", "ticket_metadata" ], "title": "TicketByThreadResponse", "description": "Minimal ticket info for thread-to-ticket lookup." }, "TicketDetailResponse": { "properties": { "id": { "type": "string", "title": "Id" }, "title": { "type": "string", "title": "Title" }, "description": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Description" }, "ticket_type": { "$ref": "#/components/schemas/TicketType" }, "priority": { "$ref": "#/components/schemas/TicketPriority" }, "source": { "$ref": "#/components/schemas/TicketSource" }, "status": { "$ref": "#/components/schemas/TicketStatus" }, "reporter": { "type": "string", "title": "Reporter" }, "created_by": { "type": "string", "title": "Created By" }, "assignee": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Assignee" }, "desk_id": { "type": "string", "title": "Desk Id" }, "subdesk_id": { "type": "string", "title": "Subdesk Id" }, "created_at": { "type": "string", "format": "date-time", "title": "Created At" }, "updated_at": { "type": "string", "format": "date-time", "title": "Updated At" }, "custom_fields": { "anyOf": [ { "additionalProperties": true, "type": "object" }, { "type": "null" } ], "title": "Custom Fields", "description": "Custom field values for the current desk" }, "ticket_metadata": { "anyOf": [ { "additionalProperties": true, "type": "object" }, { "type": "null" } ], "title": "Ticket Metadata", "description": "Additional metadata for the ticket" }, "kb_resolution": { "anyOf": [ { "$ref": "#/components/schemas/KBResolutionResponse" }, { "type": "null" } ], "description": "Knowledge base resolution suggestion if available" }, "workflows": { "items": { "$ref": "#/components/schemas/WorkflowMetadata" }, "type": "array", "title": "Workflows", "description": "Workflows that match this ticket" }, "tags": { "items": { "$ref": "#/components/schemas/TagResponse" }, "type": "array", "title": "Tags" }, "related_asset_ids": { "anyOf": [ { "items": { "type": "string", "format": "uuid" }, "type": "array" }, { "type": "null" } ], "title": "Related Asset Ids", "description": "List of asset IDs (UUIDs) associated with this ticket" }, "thread_id": { "anyOf": [ { "type": "string", "format": "uuid" }, { "type": "null" } ], "title": "Thread Id", "description": "Thread ID for the ticket conversation" }, "response_sla_deadline": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Response Sla Deadline" }, "response_sla_completed_at": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Response Sla Completed At" }, "resolution_sla_deadline": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Resolution Sla Deadline" }, "resolution_sla_completed_at": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Resolution Sla Completed At" }, "watchers": { "items": { "$ref": "#/components/schemas/WatcherResponse" }, "type": "array", "title": "Watchers" }, "attachments": { "items": { "$ref": "#/components/schemas/AttachmentResponse" }, "type": "array", "title": "Attachments" } }, "type": "object", "required": [ "id", "title", "ticket_type", "priority", "source", "status", "reporter", "created_by", "desk_id", "subdesk_id", "created_at", "updated_at", "custom_fields" ], "title": "TicketDetailResponse" }, "TicketLinkType": { "type": "string", "enum": [ "duplicate_of", "duplicated_by", "blocks", "blocked_by", "related_to", "depends_on", "used_by" ], "title": "TicketLinkType" }, "TicketMessageResponse": { "properties": { "id": { "type": "integer", "title": "Id" }, "sender_id": { "type": "string", "title": "Sender Id" }, "ticket_id": { "type": "string", "title": "Ticket Id" }, "content": { "type": "string", "title": "Content" }, "message_type": { "$ref": "#/components/schemas/TicketMessageType" }, "is_internal": { "type": "boolean", "title": "Is Internal" }, "attachments": { "items": { "$ref": "#/components/schemas/AttachmentResponse" }, "type": "array", "title": "Attachments" }, "source": { "anyOf": [ { "$ref": "#/components/schemas/MessageSource" }, { "type": "null" } ] }, "message_metadata": { "anyOf": [ { "additionalProperties": true, "type": "object" }, { "type": "null" } ], "title": "Message Metadata" }, "created_at": { "type": "string", "format": "date-time", "title": "Created At" }, "updated_at": { "type": "string", "format": "date-time", "title": "Updated At" } }, "type": "object", "required": [ "id", "sender_id", "ticket_id", "content", "message_type", "is_internal", "created_at", "updated_at" ], "title": "TicketMessageResponse" }, "TicketMessageType": { "type": "string", "enum": [ "text", "text_with_attachments" ], "title": "TicketMessageType" }, "TicketMessagesListResponse": { "properties": { "items": { "items": { "$ref": "#/components/schemas/TicketMessageResponse" }, "type": "array", "title": "Items" }, "total_count": { "type": "integer", "title": "Total Count" } }, "type": "object", "required": [ "items", "total_count" ], "title": "TicketMessagesListResponse" }, "TicketNeedingReminder": { "properties": { "ticket_id": { "type": "string", "title": "Ticket Id" }, "desk_id": { "type": "string", "title": "Desk Id" }, "tracked_status": { "type": "string", "title": "Tracked Status" }, "hours_until_close": { "type": "integer", "title": "Hours Until Close" } }, "type": "object", "required": [ "ticket_id", "desk_id", "tracked_status", "hours_until_close" ], "title": "TicketNeedingReminder" }, "TicketPriority": { "type": "string", "enum": [ "low", "medium", "high", "urgent" ], "title": "TicketPriority" }, "TicketResponse": { "properties": { "id": { "type": "string", "title": "Id" }, "title": { "type": "string", "title": "Title" }, "description": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Description" }, "ticket_type": { "$ref": "#/components/schemas/TicketType" }, "priority": { "$ref": "#/components/schemas/TicketPriority" }, "source": { "$ref": "#/components/schemas/TicketSource" }, "status": { "$ref": "#/components/schemas/TicketStatus" }, "reporter": { "type": "string", "title": "Reporter" }, "created_by": { "type": "string", "title": "Created By" }, "assignee": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Assignee" }, "desk_id": { "type": "string", "title": "Desk Id" }, "subdesk_id": { "type": "string", "title": "Subdesk Id" }, "created_at": { "type": "string", "format": "date-time", "title": "Created At" }, "updated_at": { "type": "string", "format": "date-time", "title": "Updated At" }, "custom_fields": { "anyOf": [ { "additionalProperties": true, "type": "object" }, { "type": "null" } ], "title": "Custom Fields", "description": "Custom field values for the current desk" }, "ticket_metadata": { "anyOf": [ { "additionalProperties": true, "type": "object" }, { "type": "null" } ], "title": "Ticket Metadata", "description": "Additional metadata for the ticket" }, "kb_resolution": { "anyOf": [ { "$ref": "#/components/schemas/KBResolutionResponse" }, { "type": "null" } ], "description": "Knowledge base resolution suggestion if available" }, "workflows": { "items": { "$ref": "#/components/schemas/WorkflowMetadata" }, "type": "array", "title": "Workflows", "description": "Workflows that match this ticket" }, "tags": { "items": { "$ref": "#/components/schemas/TagResponse" }, "type": "array", "title": "Tags" }, "related_asset_ids": { "anyOf": [ { "items": { "type": "string", "format": "uuid" }, "type": "array" }, { "type": "null" } ], "title": "Related Asset Ids", "description": "List of asset IDs (UUIDs) associated with this ticket" }, "thread_id": { "anyOf": [ { "type": "string", "format": "uuid" }, { "type": "null" } ], "title": "Thread Id", "description": "Thread ID for the ticket conversation" }, "response_sla_deadline": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Response Sla Deadline" }, "response_sla_completed_at": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Response Sla Completed At" }, "resolution_sla_deadline": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Resolution Sla Deadline" }, "resolution_sla_completed_at": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Resolution Sla Completed At" } }, "type": "object", "required": [ "id", "title", "ticket_type", "priority", "source", "status", "reporter", "created_by", "desk_id", "subdesk_id", "created_at", "updated_at", "custom_fields" ], "title": "TicketResponse" }, "TicketSLAUpdate": { "properties": { "ticket_id": { "type": "string", "title": "Ticket Id" }, "response_sla_deadline": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Response Sla Deadline" }, "response_sla_completed_at": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Response Sla Completed At" }, "resolution_sla_deadline": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Resolution Sla Deadline" }, "resolution_sla_completed_at": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Resolution Sla Completed At" } }, "type": "object", "required": [ "ticket_id" ], "title": "TicketSLAUpdate", "description": "SLA field updates for a single ticket." }, "TicketSource": { "type": "string", "enum": [ "slack", "harmony", "teams", "freshservice", "jsm", "solarwinds", "email", "siit" ], "title": "TicketSource" }, "TicketStatus": { "type": "string", "enum": [ "open", "in_progress", "pending", "pending_reporter", "pending_approval", "pending_internal_team", "pending_third_party", "resolved", "closed", "canceled" ], "title": "TicketStatus" }, "TicketType": { "type": "string", "enum": [ "request", "incident", "question" ], "title": "TicketType" }, "TicketsListResponse": { "properties": { "items": { "items": { "$ref": "#/components/schemas/TicketResponse" }, "type": "array", "title": "Items" }, "total_count": { "type": "integer", "title": "Total Count" } }, "type": "object", "required": [ "items", "total_count" ], "title": "TicketsListResponse" }, "TicketsNeedingRemindersResponse": { "properties": { "tickets": { "items": { "$ref": "#/components/schemas/TicketNeedingReminder" }, "type": "array", "title": "Tickets" } }, "type": "object", "required": [ "tickets" ], "title": "TicketsNeedingRemindersResponse" }, "UpdateCannedResponseRequest": { "properties": { "name": { "anyOf": [ { "type": "string", "maxLength": 160, "minLength": 1 }, { "type": "null" } ], "title": "Name" }, "content": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Content" }, "availability": { "anyOf": [ { "$ref": "#/components/schemas/CannedResponseAvailability" }, { "type": "null" } ] }, "attachment_ids": { "anyOf": [ { "items": { "type": "string" }, "type": "array" }, { "type": "null" } ], "title": "Attachment Ids" } }, "type": "object", "title": "UpdateCannedResponseRequest" }, "UpdateCustomFieldDefinitionRequest": { "properties": { "name": { "anyOf": [ { "type": "string", "maxLength": 100, "minLength": 1 }, { "type": "null" } ], "title": "Name", "description": "Name of the custom field" }, "is_mandatory": { "anyOf": [ { "type": "boolean" }, { "type": "null" } ], "title": "Is Mandatory", "description": "Whether this field is mandatory" }, "options": { "anyOf": [ { "additionalProperties": true, "type": "object" }, { "type": "null" } ], "title": "Options", "description": "Field options (e.g., choices for select fields)" }, "description": { "anyOf": [ { "type": "string", "maxLength": 500 }, { "type": "null" } ], "title": "Description", "description": "Description of the custom field" } }, "type": "object", "title": "UpdateCustomFieldDefinitionRequest" }, "UpdateDeskRequest": { "properties": { "name": { "anyOf": [ { "type": "string", "maxLength": 60, "minLength": 1 }, { "type": "null" } ], "title": "Name", "description": "Desk name" }, "emoji": { "anyOf": [ { "type": "string", "maxLength": 8 }, { "type": "null" } ], "title": "Emoji", "description": "Desk emoji" }, "description": { "anyOf": [ { "type": "string", "maxLength": 1000, "minLength": 10 }, { "type": "null" } ], "title": "Description", "description": "Desk description - the description will be used by Harmony AI Agent for classifying tickets" }, "employee_ids": { "anyOf": [ { "items": { "type": "string" }, "type": "array" }, { "type": "null" } ], "title": "Employee Ids", "description": "List of employee IDs" }, "inbox_enabled": { "anyOf": [ { "type": "boolean" }, { "type": "null" } ], "title": "Inbox Enabled", "description": "Enable/disable email inbox for this desk" }, "inbox_cc_as_watchers": { "anyOf": [ { "type": "boolean" }, { "type": "null" } ], "title": "Inbox Cc As Watchers", "description": "Add CC recipients as ticket watchers when creating tickets from email" }, "enabled": { "anyOf": [ { "type": "boolean" }, { "type": "null" } ], "title": "Enabled", "description": "Enable/disable this desk. Disabled desks are hidden from listings." } }, "type": "object", "title": "UpdateDeskRequest" }, "UpdateSavedViewRequest": { "properties": { "name": { "anyOf": [ { "type": "string", "maxLength": 160, "minLength": 1 }, { "type": "null" } ], "title": "Name" }, "filters": { "anyOf": [ { "items": { "$ref": "#/components/schemas/FilterItem" }, "type": "array" }, { "type": "null" } ], "title": "Filters" }, "sorting": { "anyOf": [ { "items": { "$ref": "#/components/schemas/SortItem" }, "type": "array" }, { "type": "null" } ], "title": "Sorting" }, "global_filter": { "anyOf": [ { "type": "string", "maxLength": 500 }, { "type": "null" } ], "title": "Global Filter" }, "is_default": { "anyOf": [ { "type": "boolean" }, { "type": "null" } ], "title": "Is Default" } }, "type": "object", "title": "UpdateSavedViewRequest" }, "UpdateSubdeskRequest": { "properties": { "name": { "anyOf": [ { "type": "string", "maxLength": 60, "minLength": 1 }, { "type": "null" } ], "title": "Name", "description": "Subdesk name" }, "timezone": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Timezone", "description": "IANA timezone name (e.g., 'America/New_York', 'Europe/Berlin')" }, "description": { "anyOf": [ { "type": "string", "maxLength": 1000 }, { "type": "null" } ], "title": "Description", "description": "Subdesk description" } }, "type": "object", "title": "UpdateSubdeskRequest", "description": "Request to update a subdesk." }, "UpdateSurveyResponseRequest": { "properties": { "rating": { "type": "integer", "maximum": 5.0, "minimum": 1.0, "title": "Rating" } }, "type": "object", "required": [ "rating" ], "title": "UpdateSurveyResponseRequest", "description": "Request to update a survey response with rating." }, "UpdateTagRequest": { "properties": { "name": { "anyOf": [ { "type": "string", "maxLength": 100, "minLength": 1 }, { "type": "null" } ], "title": "Name" }, "color": { "anyOf": [ { "type": "string", "maxLength": 7, "minLength": 7 }, { "type": "null" } ], "title": "Color" }, "description": { "anyOf": [ { "type": "string", "maxLength": 255 }, { "type": "null" } ], "title": "Description" } }, "type": "object", "title": "UpdateTagRequest" }, "UpdateThreadRequest": { "properties": { "title": { "type": "string", "maxLength": 255, "minLength": 1, "title": "Title" } }, "type": "object", "required": [ "title" ], "title": "UpdateThreadRequest" }, "UpdateTicketRequest": { "properties": { "title": { "anyOf": [ { "type": "string", "maxLength": 255, "minLength": 1 }, { "type": "null" } ], "title": "Title" }, "description": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Description" }, "ticket_type": { "anyOf": [ { "$ref": "#/components/schemas/TicketType" }, { "type": "null" } ] }, "priority": { "anyOf": [ { "$ref": "#/components/schemas/TicketPriority" }, { "type": "null" } ] }, "status": { "anyOf": [ { "$ref": "#/components/schemas/TicketStatus" }, { "type": "null" } ] }, "assignee": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Assignee", "description": "assignee, to unassign pass in `_UNASSIGN_`" }, "desk_id": { "anyOf": [ { "type": "string", "maxLength": 60, "minLength": 1 }, { "type": "null" } ], "title": "Desk Id" }, "subdesk_id": { "anyOf": [ { "type": "string", "maxLength": 60, "minLength": 1 }, { "type": "null" } ], "title": "Subdesk Id", "description": "Subdesk ID to move ticket to (must be in same desk)" }, "notification_reply_id": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Notification Reply Id" }, "custom_fields": { "anyOf": [ { "additionalProperties": true, "type": "object" }, { "type": "null" } ], "title": "Custom Fields", "description": "Custom field values for the current or new desk" }, "ticket_metadata": { "anyOf": [ { "additionalProperties": true, "type": "object" }, { "type": "null" } ], "title": "Ticket Metadata", "description": "Additional metadata for the ticket" }, "attachment_ids": { "anyOf": [ { "items": { "type": "string" }, "type": "array" }, { "type": "null" } ], "title": "Attachment Ids", "description": "List of attachment IDs to link to this ticket" }, "created_at": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Created At", "description": "Optional creation timestamp override. Used for backfilling original ITSM timestamps during re-evaluation." }, "response_sla_deadline": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Response Sla Deadline" }, "response_sla_completed_at": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Response Sla Completed At" }, "resolution_sla_deadline": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Resolution Sla Deadline" }, "resolution_sla_completed_at": { "anyOf": [ { "type": "string", "format": "date-time" }, { "type": "null" } ], "title": "Resolution Sla Completed At" }, "publish_events": { "type": "boolean", "title": "Publish Events", "description": "Whether to publish domain events for this ticket update. Set to False to suppress event publishing (useful for bulk imports or migrations). Defaults to True. This suppresses ALL events including status changes, assignee changes, and survey triggers.", "default": true } }, "type": "object", "title": "UpdateTicketRequest" }, "UpdateWatchersNotificationReplyIdRequest": { "properties": { "notification_reply_id": { "type": "string", "format": "uuid", "title": "Notification Reply Id" }, "watcher_id": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Watcher Id" } }, "type": "object", "required": [ "notification_reply_id" ], "title": "UpdateWatchersNotificationReplyIdRequest", "description": "Request to update watchers' notification_reply_id for a ticket." }, "UpsertStatusTrackingRequest": { "properties": { "ticket_id": { "type": "string", "title": "Ticket Id", "description": "Ticket ID" }, "desk_id": { "type": "string", "title": "Desk Id", "description": "Desk ID" }, "tracked_status": { "type": "string", "title": "Tracked Status", "description": "Status to track (e.g., 'resolved')" }, "changed_at": { "type": "string", "format": "date-time", "title": "Changed At", "description": "When the status was entered" } }, "type": "object", "required": [ "ticket_id", "desk_id", "tracked_status", "changed_at" ], "title": "UpsertStatusTrackingRequest", "description": "Request to upsert status tracking." }, "ValidationError": { "properties": { "loc": { "items": { "anyOf": [ { "type": "string" }, { "type": "integer" } ] }, "type": "array", "title": "Location" }, "msg": { "type": "string", "title": "Message" }, "type": { "type": "string", "title": "Error Type" } }, "type": "object", "required": [ "loc", "msg", "type" ], "title": "ValidationError" }, "WatcherResponse": { "properties": { "id": { "type": "integer", "title": "Id" }, "watcher_id": { "type": "string", "title": "Watcher Id" }, "notification_reply_id": { "anyOf": [ { "type": "string", "format": "uuid" }, { "type": "null" } ], "title": "Notification Reply Id" }, "created_at": { "type": "string", "format": "date-time", "title": "Created At" }, "updated_at": { "type": "string", "format": "date-time", "title": "Updated At" } }, "type": "object", "required": [ "id", "watcher_id", "notification_reply_id", "created_at", "updated_at" ], "title": "WatcherResponse" }, "WorkflowMetadata": { "properties": { "workflow_id": { "type": "string", "title": "Workflow Id", "description": "Workflow instance ID" }, "name": { "type": "string", "title": "Name", "description": "Workflow name" }, "description": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Description", "description": "Workflow description" }, "workflow_target": { "anyOf": [ { "type": "string" }, { "type": "null" } ], "title": "Workflow Target", "description": "Workflow template ID (e.g., 'app-access', 'idp-password-reset')" } }, "type": "object", "required": [ "workflow_id", "name" ], "title": "WorkflowMetadata", "description": "Minimal workflow information for tickets." }, "service_desk__schemas__desk_auto_close_settings__MarkRemindersSentRequest": { "properties": { "ticket_ids": { "items": { "type": "string" }, "type": "array", "title": "Ticket Ids" } }, "type": "object", "required": [ "ticket_ids" ], "title": "MarkRemindersSentRequest" }, "service_desk__schemas__desk_survey_settings__MarkRemindersSentRequest": { "properties": { "ticket_ids": { "items": { "type": "string" }, "type": "array", "title": "Ticket Ids", "description": "List of ticket IDs to mark reminders as sent" } }, "type": "object", "required": [ "ticket_ids" ], "title": "MarkRemindersSentRequest", "description": "Request to mark survey reminders as sent." } }, "securitySchemes": { "HTTPBearer": { "type": "http", "scheme": "bearer" } } } }