Skip to main content

EscalateToTicket escalates an engagement to a ticket.

POST 
/api/v1/engagements/conversations/:id/escalate-to-ticket

Creates a ticket from the engagement via event-driven integration. The ticketing service listens for engagement.escalated events and automatically creates tickets. A timeline event is recorded for audit.

Hybrid Approach​

This RPC publishes an event that triggers async ticket creation. The ticket ID is NOT returned - check the ticketing service for the created ticket using the engagement_id as the source reference.

Timeline Event​

An "escalated_to_ticket" event is recorded in the engagement timeline with escalation reason, notes, and configuration details.

Errors​

  • NOT_FOUND: Engagement does not exist
  • INVALID_ARGUMENT: Missing required escalation_reason
  • PERMISSION_DENIED: Caller lacks escalation permission

Request​

Responses​

A successful response.