Response Template Resource

This is part of the Standard Responses API section of the Web Services API.

Overview

A Standard Response is a standard body of text with placeholders that are replaceable.

Standard responses allow agents to customize a message to a situation and customer.

Example

The following is the JSON structure that comes with a successful HTTP response:

{
    "body":"Hello <$ Customer.FirstName $>, I am <$ Agent.FirstName $>. Goodbye.",
    "name":"SR_FieldCode_Approved_Active",
    "language":"English",
    "startTime":"2014-02-11T15:18-0800",
    "expirationTime":"2014-02-11T15:18-0800",
    "modifiedTime":"2014-02-11T15:18-0800",
    "groupUri":"api/v2/groups/29b4b0aa-30ac-4aa2-95a0-6315f4db7301",
    "subject":"Hello There",
    "id":"29b4b0aa-30ac-4aa2-95a0-6315f4db7301",
    "uri":"api/v2/response-templates/29b4b0aa-30ac-4aa2-95a0-6315f4db7301",
    "description":"This is a test message"
}

There are differences between this and the Cassandra schema in that some data is excluded on output to the user and other data, in particular date formats, are transformed.

Here is a list of items in the Cassandra column family that are currently excluded for output:

• the UCS unique id known as ucsId
• the UCS unique id known as standardResponseUcsId
• the Standard Response category's unique UCS id known as groupUcsId
• the tenant's unique id known as tenantId
• items that have a 'NotActivated' value within UCS
• items that are null or empty

The following describes items that can potentially be part of a response:

Item	Description
attachments	A list of attachment elements.
approved	True if an admin has accepted this Standard Response for usage. False otherwise.
body	The response's template text. Replaceable keywords are surrounded by <$ $> blocks. Keywords that do not have a value will not be replaced.
customFieldCodes	Return all custom field codes found within the body.
description	Provides user context about the Standard Response.
expirationTime	The date and time when the admin deems this Standard Response is no longer usable. Uses ISO8601 format.
groupUri	The unique identifier of the group that owns this Standard Response. This is a UUID String value.
id	The Standard Response's Web Services unique identifier. This is a UUID String value.
language	The language of the Standard Response's content.
mime	Categorizes the type of text structure for the body value. Examples include: HTML, JSON, text.
name	A human readable identifier for the Standard Response.
modifiedTime	The date and time when the Standard Response was last modified. Uses ISO8601 format.
startTime	The earliest date and time the Standard Response is usable.
state	The current state of the Standard Response itself. For example: Approved.
subject	A summary of the content within the body of the Standard Response.
uri	id appended to the base URI.

Attachment

{
  "id": "234hihojf",
  "uri": "api/v2/attachments/234hihojf",
  "mime": "text/plain",
  "name": "Hello",
  "size", "1232",
  "description", "This is a test."
}

Item	Description
id	The unique identifier for the attachment within the UCS. In UCS, attachments are known as documents.
name	The human readable identifier for an attachment.
size	The amount of space used by an attachment (in kilobytes).
description	Details of the contents in an attachment.
uri	The binary location of the document.
mime	Categorizes the content of the document.