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Edit Thread content via Add-In

Accepted answer
edited Apr 5, 2021 9:02PM in Agent Desktop 2 comments


Hi All,

I'm working on a project that requires me to update a thread item using an add-in. It appears to be possible based on the documentation (see the section "Edit or Convert a Response Thread" in Connect Web Services for SOAP). In that documentation, it says the following:

You can perform the following operations on an incident thread:

  • Edit or remove the thread content
  • Change the thread entry type from 'Response' to 'Private Note'

In the CPHP docs, there's an example that shows how to "update the content of an existing thread and/or change response type thread to a private note" -- so that seems to also confirm that it can be done.


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