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REST API always sending responses to contacts when a new incident thread is added
Answer ID 12391   |   Last Review Date 09/12/2022

How do we stop emails from being sent when an incident is updated through the REST API to add a private note?

  • Connect REST API, version 1.4
  • Incident creation and update
A customization is using the REST API to update incidents, and every time this happens an email is sent to the contact. When we add just a private note, we don't want an email to be sent.
When a contact email should not be sent, use the create or update incident endpoints instead of an incident response.
POST /services/rest/connect/v1.4/incidents
PATCH /services/rest/connect/v1.4/incidents/{id}
The customization was only using the create incident response endpoint (POST /services/rest/connect/v1.4/incidentResponse) to update the incidents. This sends a response because that is the purpose of that endpoint.
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