Collapse
Submit a Service Request
Contact Information for Technical Support
My Service Notifications
Incident values not being bypassed through Chat REST API requests
Answer ID 13030 |
Last Review Date 08/08/2025
Why are some field values not being passed to existing incidents when launching chats through the Chat REST API?
Environment:
Chat, Chat API
Oracle B2C Service
Issue:
When initiating a new chat by associating it with an existing incident (using the `incidentID` attribute in the `establishSessions` request), product, category, or custom field values specified in the request are not applied to that existing incident.
Resolution:
The Chat REST API’s `establishSessions` request allows you to specify additional field values. However, when you provide the `incidentID` attribute to link the chat with an existing incident, any product, category, or custom field values included in the request will not update the existing incident. These values are only applied when a new incident is being created as part of the chat session—meaning, when the `incidentId` attribute is not included.
If you need to update these fields on an existing incident, please use the appropriate REST API method for updating incidents. Refer to the following documentation for more information:
