Move a request

Workforce module

POST/help-desk-requests/{id}/transitionhelpDeskRequests.transition

A team member moves the request through Open, Waiting, Resolved and Closed with a reason. Requires `Idempotency-Key`; a replay returns the original response. A rule that refuses the request returns 422 with `refusal` and `reason`.

Requires the capability inbox.notifications.write.
OAuth scopes: inbox.
Send an Idempotency-Key header. A replay with the same key returns the original response.
Error statuses: 400, 401, 404, 409, 422, 429. Errors are RFC 9457 problem details.

Path and query parameters

helpDeskRequests.transition: Path and query parameters
Field	Type	Required	Description
id	string (uuid)	Yes	Identifier of the help desk request.

Request body: HelpDeskTransitionRequest

helpDeskRequests.transition: HelpDeskTransitionRequest
Field	Type	Required	Description
expected_state	"Open" \| "Waiting" \| "Resolved" \| "Closed"	Yes	The state the caller believes the row is in.
to_state	"Open" \| "Waiting" \| "Resolved" \| "Closed"	Yes	Target state.
reason	string	Yes	Why the state changes.Constraints: length 1 to 500

{
  "expected_state": "Open",
  "to_state": "Resolved",
  "reason": "Ready to go."
}

Response 200: WorkforceLedgerEntry

helpDeskRequests.transition: WorkforceLedgerEntry
Field	Type	Required	Description
ledger_id	string (uuid)	Yes	The state transition ledger entry written.

{
  "ledger_id": "0192f1e2-7c3a-7b4d-9e8f-1a2b3c4d5e6f"
}

Code samples

curl -X POST "$XOS_BASE_URL/help-desk-requests/0192f1e2-7c3a-7b4d-9e8f-1a2b3c4d5e6f/transition" \
  -H "Authorization: Bearer $XOS_API_KEY" \
  -H "Idempotency-Key: $(uuidgen)" \
  -H "Content-Type: application/json" \
  -d '{"expected_state":"Open","to_state":"Resolved","reason":"Ready to go."}'

const { data } = await xos.helpDeskRequests.transition("0192f1e2-7c3a-7b4d-9e8f-1a2b3c4d5e6f", {
    "expected_state": "Open",
    "to_state": "Resolved",
    "reason": "Ready to go."
  });

response = xos.help_desk_requests.transition("0192f1e2-7c3a-7b4d-9e8f-1a2b3c4d5e6f", {"expected_state": "Open", "to_state": "Resolved", "reason": "Ready to go."})

xos help-desk-requests transition 0192f1e2-7c3a-7b4d-9e8f-1a2b3c4d5e6f --data '{"expected_state":"Open","to_state":"Resolved","reason":"Ready to go."}'