Move a support request
Platform module
POST/support-tickets/{id}/transitionsupportTickets.transition
Moves a request with a reason (app.transition_support_ticket). Responders make any allowed move; the requester closes, reopens a resolved request or takes back a waiting one (support_ticket_transition_forbidden: 422). Requires `Idempotency-Key`; a replay returns the original response. A rule that refuses the request returns 422 with `refusal` and `reason`.
- Requires the capability me.account.write.
- OAuth scopes: me.
- 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
| Field | Type | Required | Description |
|---|---|---|---|
| id | string (uuid) | Yes | Identifier of the support ticket. |
Request body: SupportTicketTransitionRequest
| Field | Type | Required | Description |
|---|---|---|---|
| expected_state | "Open" | "Waiting" | "Resolved" | "Closed" | Yes | The state the caller believes the row is in (compare-and-set). |
| to_state | "Open" | "Waiting" | "Resolved" | "Closed" | Yes | Target state. |
| reason | string | No | Reason, required by some transitions.Constraints: length 1 to any |
{
"expected_state": "Open",
"to_state": "Waiting",
"reason": "Client approved the revised scope."
}Response 200: SupportTicket
| Field | Type | Required | Description |
|---|---|---|---|
| id | string (uuid) | Yes | Identifier of the support ticket. |
| org_id | string (uuid) | Yes | Identifier of the owning organization, derived from the parent row and never accepted from the caller. |
| created_at | string (date-time) | Yes | When the row was created. |
| created_by | string (uuid) | null | Yes | Identifier of the person who created the row. |
| updated_at | string (date-time) | Yes | When the row was last updated. |
| updated_by | string (uuid) | null | Yes | Identifier of the person who last updated the row. |
| membership_id | string (uuid) | Yes | Identifier of the membership of the requester, set by the server. |
| ticket_number | string | Yes | Display number, SUP-0001 upward per org.Constraints: pattern ^[A-Za-z0-9][A-Za-z0-9._-]{0,63}$ |
| queue | "Organization" | "Platform" | Yes | Organization or Platform. |
| category | "Question" | "Problem" | "Access" | "Billing" | "Account" | "Feature Request" | Yes | What the request is about. |
| severity | "Severity 1" | "Severity 2" | "Severity 3" | "Severity 4" | Yes | Severity 1 (outage) to Severity 4 (question). |
| subject | string | Yes | One-line summary.Constraints: length 1 to 200 |
| body | string | Yes | What happened and what the requester needs.Constraints: length 1 to 20000 |
| ticket_state | "Open" | "Waiting" | "Resolved" | "Closed" | Yes | Open, Waiting, Resolved or Closed; moved by the transition action. |
| channel | "In App" | "Email" | "Chat" | "Priority Queue" | "Dedicated Channel" | Yes | In App for the Organization queue; by plan for the Platform queue. |
| first_response_due_at | string (date-time) | null | Yes | Platform first response deadline from the plan; null for best effort. |
| first_responded_at | string (date-time) | null | Yes | When a responder first answered. |
{
"id": "0192f1e2-7c3a-7b4d-9e8f-1a2b3c4d5e6f",
"org_id": "0192f1e2-7c3a-7b4d-9e8f-1a2b3c4d5e6f",
"created_at": "2026-10-08T14:30:00Z",
"created_by": "0192f1e2-7c3a-7b4d-9e8f-1a2b3c4d5e6f",
"updated_at": "2026-10-08T14:30:00Z",
"updated_by": "0192f1e2-7c3a-7b4d-9e8f-1a2b3c4d5e6f",
"membership_id": "0192f1e2-7c3a-7b4d-9e8f-1a2b3c4d5e6f",
"ticket_number": "SUP-0001",
"queue": "Organization",
"category": "Access",
"severity": "Severity 3",
"subject": "Scanner shows an unknown zone",
"body": "At the north gate the scanner says the zone is unknown.",
"ticket_state": "Open",
"channel": "In App",
"first_response_due_at": "2026-10-08T14:30:00Z",
"first_responded_at": "2026-10-08T14:30:00Z"
}Code samples
curl -X POST "$XOS_BASE_URL/support-tickets/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":"Waiting","reason":"Client approved the revised scope."}'const { data } = await xos.supportTickets.transition("0192f1e2-7c3a-7b4d-9e8f-1a2b3c4d5e6f", {
"expected_state": "Open",
"to_state": "Waiting",
"reason": "Client approved the revised scope."
});response = xos.support_tickets.transition("0192f1e2-7c3a-7b4d-9e8f-1a2b3c4d5e6f", {"expected_state": "Open", "to_state": "Waiting", "reason": "Client approved the revised scope."})xos support-tickets transition 0192f1e2-7c3a-7b4d-9e8f-1a2b3c4d5e6f --data '{"expected_state":"Open","to_state":"Waiting","reason":"Client approved the revised scope."}'