Move a support request

Módulo Platform

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`.

Requiere la capacidad me.account.write.
Alcances de OAuth: me.
Envía el encabezado Idempotency-Key. Una repetición con la misma clave devuelve la respuesta original.
Estados de error: 400, 401, 404, 409, 422, 429. Los errores son detalles de problema RFC 9457.

Parámetros de ruta y de consulta

supportTickets.transition: Parámetros de ruta y de consulta
Campo	Tipo	Obligatorio	Descripción
id	string (uuid)	Sí	Identifier of the support ticket.

Cuerpo de la solicitud: SupportTicketTransitionRequest

supportTickets.transition: SupportTicketTransitionRequest
Campo	Tipo	Obligatorio	Descripción
expected_state	"Open" \| "Waiting" \| "Resolved" \| "Closed"	Sí	The state the caller believes the row is in (compare-and-set).
to_state	"Open" \| "Waiting" \| "Resolved" \| "Closed"	Sí	Target state.
reason	string	No	Reason, required by some transitions.Restricciones: length 1 to any

{
  "expected_state": "Open",
  "to_state": "Waiting",
  "reason": "Client approved the revised scope."
}

Respuesta 200: SupportTicket

supportTickets.transition: SupportTicket
Campo	Tipo	Obligatorio	Descripción
id	string (uuid)	Sí	Identifier of the support ticket.
org_id	string (uuid)	Sí	Identifier of the owning organization, derived from the parent row and never accepted from the caller.
created_at	string (date-time)	Sí	When the row was created.
created_by	string (uuid) \| null	Sí	Identifier of the person who created the row.
updated_at	string (date-time)	Sí	When the row was last updated.
updated_by	string (uuid) \| null	Sí	Identifier of the person who last updated the row.
membership_id	string (uuid)	Sí	Identifier of the membership of the requester, set by the server.
ticket_number	string	Sí	Display number, SUP-0001 upward per org.Restricciones: pattern ^[A-Za-z0-9][A-Za-z0-9._-]{0,63}$
queue	"Organization" \| "Platform"	Sí	Organization or Platform.
category	"Question" \| "Problem" \| "Access" \| "Billing" \| "Account" \| "Feature Request"	Sí	What the request is about.
severity	"Severity 1" \| "Severity 2" \| "Severity 3" \| "Severity 4"	Sí	Severity 1 (outage) to Severity 4 (question).
subject	string	Sí	One-line summary.Restricciones: length 1 to 200
body	string	Sí	What happened and what the requester needs.Restricciones: length 1 to 20000
ticket_state	"Open" \| "Waiting" \| "Resolved" \| "Closed"	Sí	Open, Waiting, Resolved or Closed; moved by the transition action.
channel	"In App" \| "Email" \| "Chat" \| "Priority Queue" \| "Dedicated Channel"	Sí	In App for the Organization queue; by plan for the Platform queue.
first_response_due_at	string (date-time) \| null	Sí	Platform first response deadline from the plan; null for best effort.
first_responded_at	string (date-time) \| null	Sí	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"
}

Ejemplos de código

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."}'