Change customer of activities

Overview

Use this API to change the customer of one or more activities.

For this API to execute successfully:

At least one activity must be present in the request body.
The target customer of any of the activities must not be same as the current customer.
All activities provided in the request body must exist in the application.
All activities must be in status "in queue waiting to be assigned" or "assigned to a user".
If a response exists in application for any of the activities provided in the request body, the response must be in "Completed" status.
None of the activities must be locked by another user.
For each activity, a contact point must be provided. The following rules apply:
- An email activity can be associated only with an email contact point.
- A Calltrack activity can be associated only with a phone contact point.
- A social activity can be associated only with a social contact point. The below rules apply:
  - A Social activity of "Twitter" subtype can be associated with only a social contact point of type "Twitter".
  - A Social activity of "Facebook" subtype can be associated with only a social contact point of type "Facebook".
  - A Social activity of "Instagram" subtype can be associated with only a social contact point of type "Instagram".
  - Social activities of other subtypes can be associated with social contact points of any type.
- All other types of activities can be associated with any contact point.
All contact points provided in the request body must exist in the application and belong to the same customer.
If "Customer departmentalization" setting is enabled in the application, the customer of the target contact point and the customer of the activity must belong to the same department.
No more than 75 activities must be sent in the request body.

As part of completing this API request:

Customer, contact and contact point of the activities provided in the request body is changed.
If any of the activities have responses which are in a "Completed" status, the customer, contact and contact point for those response activities are changed.
The value of the field "contactPointData" of the activity is not changed. This is retained with the original value. Only the customer association of the activity is changed.
After changing the customer of the activities, the customer of the case changes only if all of the below are true:
- All the activities provided in the request belong to the same case.
- All the activities of the case belong to the same customer.

Permissions

Actor	Permission
User	All of the following are required: Must have 'Change Customer' action on 'Customer' resource. All the activities must belong to either the user's home department, or to a department in which the user is a foreign user.
Client Application	No additional permission required.

Licenses

Actor	License
User	The logged in user must have the following licenses: eGain Advisor Desktop or eGain MailPlus: To change the customer of email or social activities. eGain Advisor Desktop or eGain CallTrackPlus: To change the customer of calltrack activities. Any User License: To change the customer of other activity types. Refer Licenses section for more information.
Client Application	No additional licenses required.

SecurityoAuthUser or oAuthClient

Request

header Parameters

Accept required	string Default: application/json Content type accepted by client. Enum: "application/json" "application/xml"
Accept-Language required	string Default: en-US Language locale accepted by client (used for locale specific fields in resource representation and in error responses). Enum: "en-US" "es-ES" "fr-FR" "it-IT" "de-DE" "nl-NL" "pt-BR" "pt-PT" "da-DK" "ru-RU" "fr-CA" "zh-CN" "ja-JP" "ko-KR" "sv-SE"

Request Body schema: application/json

Elements required in request body

At least one "activity" element must be provided. Each "activity" element must contain the following elements:

Name	Description
id	ID of the activity.
customer.contacts.contact.email.id or customer.contacts.contact.phone.id or customer.contacts.contact.postal.id or customer.contacts.contact.social.id or customer.contacts.contact.website.id	ID of the contact.

Array of objects (Activity) >= 0 items

Responses

204

No Content

Successfully changed customer of all activities.

400

Bad Request message

Any query parameter is sent in the request.
Any criteria for successful execution mentioned in the Overview and Request Body sections are violated.

401

Unauthorized

403

Forbidden

The user does not have sufficient permissions.
One or more activities sent in the request are locked by another user.

406

Not Acceptable

500

Internal server error

patch/activity/changecustomer

Request samples

Payload
curl
JavaScript
Node.js

application/json

PATCH /core/casemgr/v3/activity/changecustomer
This example demonstrates the following:
- Changing the customer of a single activity.

{"activity": [{"id": "1000",
"customer": {"contacts": {"contact": [{"email": [{"id": 1030
}
]
}
]
}
}
}
]
}

Response samples

application/json

{"code": "400-101",
"developerMessage": "Unsupported query parameter(s) supplied: '<query_parameter>'."
}