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Error Handling
Error Handling
Methods
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API Documentation (API Version bleed)
Support/Request/
DESCRIPTION
Methods for Support Requests.
authenticate
URL:
https://api.liquidweb.com/bleed/Support/Request/authenticate
Description:
Links a case to a given account and marks it as authenticated
Parameters:
| Parameter | Type | Notes |
|---|---|---|
| id | A valid identifier for a Salesforce object | * Required |
| username | A username up to 20 characters in length if active or 24 if suspended. This field still exists for legacy compatibility, but its contents will be ignored. |
Returns:
| Field | Type |
|---|---|
| authenticated | A boolean value (0 or 1). |
| type | One of: 'case', 'livechattranscript' |
Possible Errors:
Refer to the Error Handling documentation for the list of exception types
caseCreationPicklistOptions
URL:
https://api.liquidweb.com/bleed/Support/Request/caseCreationPicklistOptions
Description:
Return details for the options the front-end should present during ticket creation.
Parameters:
No Values Defined
Returns:
| Field | Type |
|---|---|
| details | An associative array of arbitrary keys and values. |
Possible Errors:
Refer to the Error Handling documentation for the list of exception types
create
URL:
https://api.liquidweb.com/bleed/Support/Request/create
Description:
Create a Support Request Case.
Parameters:
| Parameter | Type | Notes |
|---|---|---|
| authenticated | A boolean value (0 or 1). | |
| authentication_status | A valid authentication status for case, livechats (Authenticated, Unauthenticated). | |
| authenticator | A username up to 20 characters in length if active or 24 if suspended. This field still exists for legacy compatibility, but its contents will be ignored. | |
| case_owner_id | A valid identifier for a Salesforce object | |
| cc_list | Either: a valid email address.; or a list of valid email addresses, separated by commas (i.e. blah@blah.com, blah2@blah.com).; or An array of a valid email address. | |
| description | A string permitting tabs, carriage returns and newlines | |
| desired_lw_team | A string of text, containing no newlines or other control characters. | |
| handoff_note | A string permitting tabs, carriage returns and newlines | |
| priority | A valid priority for case | |
| queue | A string of text, containing no newlines or other control characters. | |
| record_type | A string of text, containing no newlines or other control characters. | |
| related_ticket_id | A valid identifier for a Salesforce Case | |
| secret | A string permitting tabs, carriage returns and newlines | |
| status | A valid status for cases (e.g. New, Waiting on Customer, etc.). | * Optional
|
| sub_type | A string of text, containing no newlines or other control characters. | |
| subject | A string of text, containing no newlines or other control characters. | |
| type | A string of text, containing no newlines or other control characters. | |
| uniq_id | A six-character identifier, containing only capital letters and digits. | |
| user_owner | A string of text, containing no newlines or other control characters. | |
| zendesk_ticket_id | A string permitting tabs, carriage returns and newlines |
Returns:
| Field | Type | Notes |
|---|---|---|
| accnt | A valid account number, up to 6 digits in length. | * Optional |
| acknowledged | A boolean value (0 or 1). | * Optional |
| acknowledged_date | Either: a timestamp formatted according to the xsd:dateTime standard (described in the XML Schema specification); or a valid date and time in YYYY-MM-DD HH:MM:SS format, or a DateTime object. | * Required if:
|
| authenticated | A boolean value (0 or 1). | * Optional |
| authentication_status | A valid authentication status for case, livechats (Authenticated, Unauthenticated). | * Optional |
| authenticator | A username up to 20 characters in length if active or 24 if suspended. | * Optional |
| billing_system | One or more words, consisting of only letters, digits, underscores, and one white space in between them. | * Optional |
| case_origin | A string of text, containing no newlines or other control characters. | * Optional |
| case_owner_id | A valid identifier for a Salesforce object | * Optional |
| cc_list | Either: a valid email address.; or a list of valid email addresses, separated by commas (i.e. blah@blah.com, blah2@blah.com).; or An array of a valid email address. | * Optional |
| change_events | A string permitting tabs, carriage returns and newlines | * Optional |
| close_silent | A boolean value (0 or 1). | * Optional |
| department | A string permitting tabs, carriage returns and newlines | * Optional |
| description | A string permitting tabs, carriage returns and newlines | * Optional |
| desired_lw_team | A string of text, containing no newlines or other control characters. | * Optional |
| handoff_note | A string permitting tabs, carriage returns and newlines | * Optional |
| id | A valid identifier for a Salesforce Case | * Required if:
|
| not_visible_to_customer | A boolean value (0 or 1). | * Optional |
| priority | A valid priority for case | * Optional |
| public_status | A valid status for cases (e.g. New, Waiting on Customer, etc.). | * Optional |
| queue | A string of text, containing no newlines or other control characters. | * Optional |
| record_type | A string of text, containing no newlines or other control characters. | * Optional |
| record_type_id | A valid identifier for a Salesforce object | * Optional |
| related_ticket_id | A valid identifier for a Salesforce Case | * Optional |
| related_ticket_number | A positive integer value (i.e. 1 and up), potentially with leading zeros. | * Optional |
| respondable | A boolean value (0 or 1). | * Optional |
| salesforce_account | A valid identifier for a Salesforce object | * Optional |
| salesforce_contact | A valid identifier for a Salesforce object | * Optional |
| status | A valid status for cases (e.g. New, Waiting on Customer, etc.). | * Optional |
| sub_type | A string permitting tabs, carriage returns and newlines | * Optional |
| subject | A string permitting tabs, carriage returns and newlines | * Optional |
| ticket_number | Either: a positive integer value (i.e. 1 and up).; or a positive integer value (i.e. 1 and up), potentially with leading zeros. | * Optional |
| type | A string of text, containing no newlines or other control characters. | * Optional |
| user_owner | A string of text, containing no newlines or other control characters. | * Optional |
| zendesk_ticket_id | A string permitting tabs, carriage returns and newlines | * Optional |
Possible Errors:
Refer to the Error Handling documentation for the list of exception types
details
URL:
https://api.liquidweb.com/bleed/Support/Request/details
Description:
Returns case details.
Parameters:
| Parameter | Type | Notes |
|---|---|---|
| alsowith | An array of One of: 'attachment_details', 'attachments', 'chats', 'comments', 'contentDocumentLinks', 'contentDocumentLinksWithBody', 'customComments', 'emails', 'emailsWithAttachmentDetails', 'last_customer_response', 'last_internal_response', 'last_response', 'secureDatashareLinks', 'secureDatashares', 'subaccntHashRef' | |
| id | Either: a positive integer value (i.e. 1 and up).; or a positive integer value (i.e. 1 and up), potentially with leading zeros.; or a valid identifier for a Salesforce Case | * Required if:
|
| ticket_number | Either: a positive integer value (i.e. 1 and up).; or a positive integer value (i.e. 1 and up), potentially with leading zeros.; or a valid identifier for a Salesforce Case | * Required if:
|
Returns:
| Field | Type | Notes |
|---|---|---|
| accnt | A valid account number, up to 6 digits in length. | * Optional |
| acknowledged | A boolean value (0 or 1). | * Optional |
| acknowledged_date | Either: a timestamp formatted according to the xsd:dateTime standard (described in the XML Schema specification); or a valid date and time in YYYY-MM-DD HH:MM:SS format, or a DateTime object. | * Required if:
|
| authenticated | A boolean value (0 or 1). | * Optional |
| authentication_status | A valid authentication status for case, livechats (Authenticated, Unauthenticated). | * Optional |
| authenticator | A username up to 20 characters in length if active or 24 if suspended. | * Optional |
| billing_system | One or more words, consisting of only letters, digits, underscores, and one white space in between them. | * Optional |
| case_origin | A string of text, containing no newlines or other control characters. | * Optional |
| case_owner_id | A valid identifier for a Salesforce object | * Optional |
| cc_list | Either: a valid email address.; or a list of valid email addresses, separated by commas (i.e. blah@blah.com, blah2@blah.com).; or An array of a valid email address. | * Optional |
| change_events | A string permitting tabs, carriage returns and newlines | * Optional |
| close_silent | A boolean value (0 or 1). | * Optional |
| department | A string permitting tabs, carriage returns and newlines | * Optional |
| description | A string permitting tabs, carriage returns and newlines | * Optional |
| desired_lw_team | A string of text, containing no newlines or other control characters. | * Optional |
| handoff_note | A string permitting tabs, carriage returns and newlines | * Optional |
| id | A valid identifier for a Salesforce Case | * Required if:
|
| not_visible_to_customer | A boolean value (0 or 1). | * Optional |
| priority | A valid priority for case | * Optional |
| public_status | A valid status for cases (e.g. New, Waiting on Customer, etc.). | * Optional |
| queue | A string of text, containing no newlines or other control characters. | * Optional |
| record_type | A string of text, containing no newlines or other control characters. | * Optional |
| record_type_id | A valid identifier for a Salesforce object | * Optional |
| related_ticket_id | A valid identifier for a Salesforce Case | * Optional |
| related_ticket_number | A positive integer value (i.e. 1 and up), potentially with leading zeros. | * Optional |
| respondable | A boolean value (0 or 1). | * Optional |
| salesforce_account | A valid identifier for a Salesforce object | * Optional |
| salesforce_contact | A valid identifier for a Salesforce object | * Optional |
| status | A valid status for cases (e.g. New, Waiting on Customer, etc.). | * Optional |
| sub_type | A string permitting tabs, carriage returns and newlines | * Optional |
| subject | A string permitting tabs, carriage returns and newlines | * Optional |
| ticket_number | Either: a positive integer value (i.e. 1 and up).; or a positive integer value (i.e. 1 and up), potentially with leading zeros. | * Optional |
| type | A string of text, containing no newlines or other control characters. | * Optional |
| user_owner | A string of text, containing no newlines or other control characters. | * Optional |
| zendesk_ticket_id | A string permitting tabs, carriage returns and newlines | * Optional |
Possible Errors:
Refer to the Error Handling documentation for the list of exception types
list
URL:
https://api.liquidweb.com/bleed/Support/Request/list
Description:
Get a list of support request cases.
Parameters:
| Parameter | Type | Notes | ||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| accurate_total | A boolean value (0 or 1). If true, get an accurate count of return results. Takes marginally longer | * Optional
| ||||||||||||||
| alsowith | An array of One of: 'attachment_details', 'chats', 'comments', 'contentDocumentLinks', 'customComments', 'emails', 'emailsWithAttachmentDetails', 'last_customer_response', 'last_internal_response', 'last_response', 'secureDatashareLinks', 'subaccntHashRef' | |||||||||||||||
| created_after | Either: a valid date in YYYY-MM-DD format.; or a valid date and time in YYYY-MM-DD HH:MM:SS format. | |||||||||||||||
| order_by | One of the following: | |||||||||||||||
| ||||||||||||||||
| page_num | A positive integer value (i.e. 1 and up). | * Optional
| ||||||||||||||
| page_size | A positive integer value (i.e. 1 and up). | * Optional
| ||||||||||||||
| status | Either: a valid status for cases (e.g. New, Waiting on Customer, etc.).; or An array of a valid status for cases (e.g. New, Waiting on Customer, etc.). | |||||||||||||||
| subject | A string. Full or partial subject of the ticket. Not case sensitive | |||||||||||||||
| uniq_id | A six-character identifier, containing only capital letters and digits. | |||||||||||||||
| updated_after | Either: a valid date in YYYY-MM-DD format.; or a valid date and time in YYYY-MM-DD HH:MM:SS format. | |||||||||||||||
Returns:
| Field | Type | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| item_count | A non-negative integer value (i.e. 0 and up). | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| item_total | A non-negative integer value (i.e. 0 and up). | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| items | An array of associative arrays containing | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| page_num | A positive integer value (i.e. 1 and up). | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| page_size | A positive integer value (i.e. 1 and up). | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| page_total | A positive integer value (i.e. 1 and up). | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Possible Errors:
Refer to the Error Handling documentation for the list of exception types
reply
URL:
https://api.liquidweb.com/bleed/Support/Request/reply
Description:
Public API that wraps the internal salesforce addComment method.
Note that the 'body' is the equivelent of the 'comment' field in salesforce
Parameters:
| Parameter | Type | Notes |
|---|---|---|
| allow_html | A boolean value (0 or 1). | * Optional
|
| comment | A string permitting tabs, carriage returns and newlines | * Required |
| id | Either: a positive integer value (i.e. 1 and up).; or a positive integer value (i.e. 1 and up), potentially with leading zeros.; or a valid identifier for a Salesforce Case | * Required |
| return_case_alsowiths | An array of One of: 'attachment_details', 'chats', 'comments', 'contentDocumentLinks', 'customComments', 'emails', 'emailsWithAttachmentDetails', 'last_customer_response', 'last_internal_response', 'last_response', 'secureDatashareLinks', 'secureDatashares', 'subaccntHashRef' If this field is populated (even with an empty array) return the details of the case as well, including all of the specified alsowiths |
Returns:
| Field | Type | Notes |
|---|---|---|
| case_details | An associative array of arbitrary keys and values. | * Optional |
| comment | A string permitting tabs, carriage returns and newlines | |
| id | A valid identifier for a Salesforce Case |
Possible Errors:
Refer to the Error Handling documentation for the list of exception types
update
URL:
https://api.liquidweb.com/bleed/Support/Request/update
Description:
Allows updating various aspects of a support request ticket: Currently only modifying the the CC list, or setting the status to "Closed".
Parameters:
| Parameter | Type | Notes |
|---|---|---|
| cc_list | Either: a valid email address.; or a list of valid email addresses, separated by commas (i.e. blah@blah.com, blah2@blah.com).; or An array of a valid email address. | |
| id | Either: a positive integer value (i.e. 1 and up).; or a positive integer value (i.e. 1 and up), potentially with leading zeros.; or a valid identifier for a Salesforce Case | * Required if:
|
| status | The value: 'Closed' | |
| ticket_number | Either: a positive integer value (i.e. 1 and up).; or a positive integer value (i.e. 1 and up), potentially with leading zeros.; or a valid identifier for a Salesforce Case |
Returns:
| Field | Type | Notes |
|---|---|---|
| accnt | A valid account number, up to 6 digits in length. | * Optional |
| acknowledged | A boolean value (0 or 1). | * Optional |
| acknowledged_date | Either: a timestamp formatted according to the xsd:dateTime standard (described in the XML Schema specification); or a valid date and time in YYYY-MM-DD HH:MM:SS format, or a DateTime object. | * Required if:
|
| authenticated | A boolean value (0 or 1). | * Optional |
| authentication_status | A valid authentication status for case, livechats (Authenticated, Unauthenticated). | * Optional |
| authenticator | A username up to 20 characters in length if active or 24 if suspended. | * Optional |
| billing_system | One or more words, consisting of only letters, digits, underscores, and one white space in between them. | * Optional |
| case_origin | A string of text, containing no newlines or other control characters. | * Optional |
| case_owner_id | A valid identifier for a Salesforce object | * Optional |
| cc_list | Either: a valid email address.; or a list of valid email addresses, separated by commas (i.e. blah@blah.com, blah2@blah.com).; or An array of a valid email address. | * Optional |
| change_events | A string permitting tabs, carriage returns and newlines | * Optional |
| close_silent | A boolean value (0 or 1). | * Optional |
| department | A string permitting tabs, carriage returns and newlines | * Optional |
| description | A string permitting tabs, carriage returns and newlines | * Optional |
| desired_lw_team | A string of text, containing no newlines or other control characters. | * Optional |
| handoff_note | A string permitting tabs, carriage returns and newlines | * Optional |
| id | A valid identifier for a Salesforce Case | * Required if:
|
| not_visible_to_customer | A boolean value (0 or 1). | * Optional |
| priority | A valid priority for case | * Optional |
| public_status | A valid status for cases (e.g. New, Waiting on Customer, etc.). | * Optional |
| queue | A string of text, containing no newlines or other control characters. | * Optional |
| record_type | A string of text, containing no newlines or other control characters. | * Optional |
| record_type_id | A valid identifier for a Salesforce object | * Optional |
| related_ticket_id | A valid identifier for a Salesforce Case | * Optional |
| related_ticket_number | A positive integer value (i.e. 1 and up), potentially with leading zeros. | * Optional |
| respondable | A boolean value (0 or 1). | * Optional |
| salesforce_account | A valid identifier for a Salesforce object | * Optional |
| salesforce_contact | A valid identifier for a Salesforce object | * Optional |
| status | A valid status for cases (e.g. New, Waiting on Customer, etc.). | * Optional |
| sub_type | A string permitting tabs, carriage returns and newlines | * Optional |
| subject | A string permitting tabs, carriage returns and newlines | * Optional |
| ticket_number | Either: a positive integer value (i.e. 1 and up).; or a positive integer value (i.e. 1 and up), potentially with leading zeros. | * Optional |
| type | A string of text, containing no newlines or other control characters. | * Optional |
| user_owner | A string of text, containing no newlines or other control characters. | * Optional |
| zendesk_ticket_id | A string permitting tabs, carriage returns and newlines | * Optional |
Possible Errors:
Refer to the Error Handling documentation for the list of exception types
