API docs by Redocly

Mondoviva Support Management API (1.1.0)

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Robust API for managing incident tickets, tracking lifecycle events, and handling support communications. Features standardized error handling and observability parameters for centralized logging.

Help_Request

Create a new helpRequest

Open a new helpRequest linked to a specific entity.

header Parameters
X-Correlation-ID
string

Unique identifier passed from the client for end-to-end request tracing in standard output logs.

Request Body schema: application/json
required
id
string <uuid>
entityType
required
string (entityType)
Enum: "TRIP" "ESTABLISHMENT" "PAYMENT" "OTHER"
entityRef
string
subject
required
string
content
required
string
requesterId
required
string
status
string (helpRequestStatus)
Enum: "OPEN" "IN_PROGRESS" "RESOLVED" "CLOSED"
attachments
Array of strings <uri> [ items <uri > ]
created_at
string <date-time>
incidentId
string

Responses

Request samples

Content type
application/json
{
  • "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
  • "entityType": "TRIP",
  • "entityRef": "string",
  • "subject": "string",
  • "content": "string",
  • "requesterId": "string",
  • "status": "OPEN",
  • "attachments": [],
  • "created_at": "2019-08-24T14:15:22Z",
  • "incidentId": "string"
}

Response samples

Content type
application/json
{
  • "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
  • "entityType": "TRIP",
  • "entityRef": "string",
  • "subject": "string",
  • "content": "string",
  • "requesterId": "string",
  • "status": "OPEN",
  • "attachments": [],
  • "created_at": "2019-08-24T14:15:22Z",
  • "incidentId": "string"
}

List all helpRequests

Retrieve a paginated list of helpRequest with optional filtering and sorting.

query Parameters
currentPage
integer >= 0

Current page number. Do not send this attribute on the first call.

sizePage
integer >= 3

Number of elements per page.

status
string (helpRequestStatus)
Enum: "OPEN" "IN_PROGRESS" "RESOLVED" "CLOSED"
Example: status=OPEN

Filter by incident status

entityType
string (entityType)
Enum: "TRIP" "ESTABLISHMENT" "PAYMENT" "OTHER"
Example: entityType=TRIP

Filter by the type of associated entity

requester-id
required
string

Filter by requester-id

header Parameters
X-Correlation-ID
string

Unique identifier passed from the client for end-to-end request tracing in standard output logs.

Responses

Response samples

Content type
application/json
{
  • "totalElements": 0,
  • "totalPages": 0,
  • "currentPage": 0,
  • "content": [
    ]
}

Get helpRequest details

path Parameters
request-id
required
string <uuid>

Unique identifier of the helpRequest

header Parameters
X-Correlation-ID
string

Unique identifier passed from the client for end-to-end request tracing in standard output logs.

Responses

Response samples

Content type
application/json
{
  • "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
  • "entityType": "TRIP",
  • "entityRef": "string",
  • "subject": "string",
  • "content": "string",
  • "requesterId": "string",
  • "status": "OPEN",
  • "attachments": [],
  • "created_at": "2019-08-24T14:15:22Z",
  • "incidentId": "string"
}

Update helpRequest status

Transition the helpRequest to a new state. This action generates an audit event.

path Parameters
request-id
required
string <uuid>

Unique identifier of the helpRequest

header Parameters
X-Correlation-ID
string

Unique identifier passed from the client for end-to-end request tracing in standard output logs.

Request Body schema: application/json
required
status
required
string (helpRequestStatus)
Enum: "OPEN" "IN_PROGRESS" "RESOLVED" "CLOSED"
incidentId
string
resolution_comment
string

Optional comment explaining the resolution or status change

Responses

Request samples

Content type
application/json
{
  • "status": "OPEN",
  • "incidentId": "string",
  • "resolution_comment": "string"
}

Response samples

Content type
application/json
{
  • "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
  • "entityType": "TRIP",
  • "entityRef": "string",
  • "subject": "string",
  • "content": "string",
  • "requesterId": "string",
  • "status": "OPEN",
  • "attachments": [],
  • "created_at": "2019-08-24T14:15:22Z",
  • "incidentId": "string"
}

Incident

Create a new incident

Open a new incident ticket linked to a specific entity.

header Parameters
X-Correlation-ID
string

Unique identifier passed from the client for end-to-end request tracing in standard output logs.

Request Body schema: application/json
required
id
string <uuid>
number
string
subject
required
string
description
required
string
status
string (incidentStatus)
Enum: "OPEN" "IN_PROGRESS" "WAITING_ON_CUSTOMER" "RESOLVED" "CLOSED"
priority
required
string (incidentPriority)
Enum: "LOW" "MEDIUM" "HIGH" "CRITICAL"
entityType
required
string (entityType)
Enum: "TRIP" "ESTABLISHMENT" "PAYMENT" "OTHER"
entityId
string
assigneeId
string or null

User ID of the team member assigned

attachments
Array of strings <uri> [ items <uri > ]
createdBy
required
string

User ID

created_at
string <date-time>
updated_at
string <date-time>

Responses

Request samples

Content type
application/json
{
  • "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
  • "number": "string",
  • "subject": "string",
  • "description": "string",
  • "status": "OPEN",
  • "priority": "HIGH",
  • "entityType": "TRIP",
  • "entityId": "string",
  • "assigneeId": "string",
  • "attachments": [],
  • "createdBy": "string",
  • "created_at": "2019-08-24T14:15:22Z",
  • "updated_at": "2019-08-24T14:15:22Z"
}

Response samples

Content type
application/json
{
  • "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
  • "number": "string",
  • "subject": "string",
  • "description": "string",
  • "status": "OPEN",
  • "priority": "HIGH",
  • "entityType": "TRIP",
  • "entityId": "string",
  • "assigneeId": "string",
  • "attachments": [],
  • "createdBy": "string",
  • "created_at": "2019-08-24T14:15:22Z",
  • "updated_at": "2019-08-24T14:15:22Z"
}

List all incidents

Retrieve a paginated list of incidents with optional filtering and sorting.

query Parameters
currentPage
integer >= 0

Current page number. Do not send this attribute on the first call.

sizePage
integer >= 3

Number of elements per page.

status
string (incidentStatus)
Enum: "OPEN" "IN_PROGRESS" "WAITING_ON_CUSTOMER" "RESOLVED" "CLOSED"
Example: status=OPEN

Filter by incident status

priority
string (incidentPriority)
Enum: "LOW" "MEDIUM" "HIGH" "CRITICAL"
Example: priority=HIGH

Filter by incident priority

entityType
string (entityType)
Enum: "TRIP" "ESTABLISHMENT" "PAYMENT" "OTHER"
Example: entityType=TRIP

Filter by the type of associated entity

assignee_id
string

Filter by the team member assigned to the incident

header Parameters
X-Correlation-ID
string

Unique identifier passed from the client for end-to-end request tracing in standard output logs.

Responses

Response samples

Content type
application/json
{
  • "totalElements": 0,
  • "totalPages": 0,
  • "currentPage": 0,
  • "kpi": {
    },
  • "content": [
    ]
}

Get incident details

path Parameters
incident-id
required
string <uuid>

Unique identifier of the incident

header Parameters
X-Correlation-ID
string

Unique identifier passed from the client for end-to-end request tracing in standard output logs.

Responses

Response samples

Content type
application/json
{
  • "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
  • "number": "string",
  • "subject": "string",
  • "description": "string",
  • "status": "OPEN",
  • "priority": "HIGH",
  • "entityType": "TRIP",
  • "entityId": "string",
  • "assigneeId": "string",
  • "attachments": [],
  • "createdBy": "string",
  • "created_at": "2019-08-24T14:15:22Z",
  • "updated_at": "2019-08-24T14:15:22Z"
}

Put incident details

path Parameters
incident-id
required
string <uuid>

Unique identifier of the incident

header Parameters
X-Correlation-ID
string

Unique identifier passed from the client for end-to-end request tracing in standard output logs.

Request Body schema: application/json
required
id
string <uuid>
number
string
subject
required
string
description
required
string
status
string (incidentStatus)
Enum: "OPEN" "IN_PROGRESS" "WAITING_ON_CUSTOMER" "RESOLVED" "CLOSED"
priority
required
string (incidentPriority)
Enum: "LOW" "MEDIUM" "HIGH" "CRITICAL"
entityType
required
string (entityType)
Enum: "TRIP" "ESTABLISHMENT" "PAYMENT" "OTHER"
entityId
string
assigneeId
string or null

User ID of the team member assigned

attachments
Array of strings <uri> [ items <uri > ]
createdBy
required
string

User ID

created_at
string <date-time>
updated_at
string <date-time>

Responses

Request samples

Content type
application/json
{
  • "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
  • "number": "string",
  • "subject": "string",
  • "description": "string",
  • "status": "OPEN",
  • "priority": "HIGH",
  • "entityType": "TRIP",
  • "entityId": "string",
  • "assigneeId": "string",
  • "attachments": [],
  • "createdBy": "string",
  • "created_at": "2019-08-24T14:15:22Z",
  • "updated_at": "2019-08-24T14:15:22Z"
}

Response samples

Content type
application/json
{
  • "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
  • "number": "string",
  • "subject": "string",
  • "description": "string",
  • "status": "OPEN",
  • "priority": "HIGH",
  • "entityType": "TRIP",
  • "entityId": "string",
  • "assigneeId": "string",
  • "attachments": [],
  • "createdBy": "string",
  • "created_at": "2019-08-24T14:15:22Z",
  • "updated_at": "2019-08-24T14:15:22Z"
}

Update incident status

Transition the incident to a new state. This action generates an audit event.

path Parameters
incident-id
required
string <uuid>

Unique identifier of the incident

header Parameters
X-Correlation-ID
string

Unique identifier passed from the client for end-to-end request tracing in standard output logs.

Request Body schema: application/json
required
status
required
string (incidentStatus)
Enum: "OPEN" "IN_PROGRESS" "WAITING_ON_CUSTOMER" "RESOLVED" "CLOSED"
resolution_comment
string

Optional comment explaining the resolution or status change

Responses

Request samples

Content type
application/json
{
  • "status": "OPEN",
  • "resolution_comment": "string"
}

Response samples

Content type
application/json
{
  • "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
  • "number": "string",
  • "subject": "string",
  • "description": "string",
  • "status": "OPEN",
  • "priority": "HIGH",
  • "entityType": "TRIP",
  • "entityId": "string",
  • "assigneeId": "string",
  • "attachments": [],
  • "createdBy": "string",
  • "created_at": "2019-08-24T14:15:22Z",
  • "updated_at": "2019-08-24T14:15:22Z"
}

Message

List conversation messages

Retrieve the message thread. Internal notes are only exposed to support agents.

path Parameters
incident-id
required
string <uuid>

Unique identifier of the incident

header Parameters
X-Correlation-ID
string

Unique identifier passed from the client for end-to-end request tracing in standard output logs.

Responses

Response samples

Content type
application/json
[
  • {
    }
]

Add a message to the conversation

Post a new message.

path Parameters
incident-id
required
string <uuid>

Unique identifier of the incident

header Parameters
X-Correlation-ID
string

Unique identifier passed from the client for end-to-end request tracing in standard output logs.

Request Body schema: application/json
required
id
string <uuid>
incidentId
required
string <uuid>
senderId
required
string
senderRole
required
string (messageSenderRole)
Enum: "REQUESTER" "SUPPORT_AGENT"
content
required
string
created_at
string <date-time>

Responses

Request samples

Content type
application/json
{
  • "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
  • "incidentId": "c7a5d545-e8ac-4e92-ab32-6a98dfe2572c",
  • "senderId": "string",
  • "senderRole": "REQUESTER",
  • "content": "string",
  • "created_at": "2019-08-24T14:15:22Z"
}

Response samples

Content type
application/json
{
  • "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
  • "incidentId": "c7a5d545-e8ac-4e92-ab32-6a98dfe2572c",
  • "senderId": "string",
  • "senderRole": "REQUESTER",
  • "content": "string",
  • "created_at": "2019-08-24T14:15:22Z"
}

Comment

List comment

Retrieve the comment thread.

path Parameters
incident-id
required
string <uuid>

Unique identifier of the incident

header Parameters
X-Correlation-ID
string

Unique identifier passed from the client for end-to-end request tracing in standard output logs.

Responses

Response samples

Content type
application/json
[
  • {
    }
]

Add a comment to the incident

Post a new comment.

path Parameters
incident-id
required
string <uuid>

Unique identifier of the incident

header Parameters
X-Correlation-ID
string

Unique identifier passed from the client for end-to-end request tracing in standard output logs.

Request Body schema: application/json
required
id
string <uuid>
incidentId
string <uuid>
senderId
string
content
string
attachments
Array of strings <uri> [ items <uri > ]
created_at
string <date-time>

Responses

Request samples

Content type
application/json
{
  • "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
  • "incidentId": "c7a5d545-e8ac-4e92-ab32-6a98dfe2572c",
  • "senderId": "string",
  • "content": "string",
  • "attachments": [],
  • "created_at": "2019-08-24T14:15:22Z"
}

Response samples

Content type
application/json
{
  • "id": "497f6eca-6276-4993-bfeb-53cbbbba6f08",
  • "incidentId": "c7a5d545-e8ac-4e92-ab32-6a98dfe2572c",
  • "senderId": "string",
  • "content": "string",
  • "attachments": [],
  • "created_at": "2019-08-24T14:15:22Z"
}

Event

List audit events

Retrieve the lifecycle history of the incident (status changes, reassignments).

path Parameters
incident-id
required
string <uuid>

Unique identifier of the incident

header Parameters
X-Correlation-ID
string

Unique identifier passed from the client for end-to-end request tracing in standard output logs.

Responses

Response samples

Content type
application/json
[
  • {
    }
]