Overview

Some users may experience confusion when trying to associate notes with posts in the Kayako system. Despite the user interface suggesting that a clear link or identifier exists, users may struggle to find this link through the note API. This issue arises because case notes are not directly linked to any particular posts in the system. Instead, they are their own entities with a dedicated channel. The association between notes and posts is determined by the chronological order of events via the Posts API, focusing on the resource type in the `original` node.

Solution

To determine the association of notes with posts in the Kayako system, follow these steps:

1. Access the Posts API.
2. Focus on the chronological order of events.
3. Identify the `resource_type` in the `original` node.
4. Posts with `resource_type` `note` appearing after a post with `resource_type` `case_message` are considered to be 'linked' to that public message.
5. This association continues until a new `resource_type` `case_message` appears after the `note` type post(s).

By following these steps, you can determine which notes are associated with which posts.

Summary

In Kayako, case notes are not directly linked to specific posts. Instead, their association is determined by the chronological order of events via the Posts API, focusing on the `resource_type` in the `original` node. By understanding this, users can effectively associate notes with posts.

FAQ

1. Are case notes directly linked to posts in the Kayako system?
   No, case notes are not directly linked to posts. They are their own entities with a dedicated channel. The association is determined by the chronological order of events via the Posts API.
2. How can I determine which notes are associated with which posts?
   By focusing on the `resource_type` in the `original` node in the Posts API, you can determine the association. Posts with `resource_type` `note` appearing after a post with `resource_type` `case_message` are considered to be 'linked' to that public message until a new `resource_type` `case_message` appears.
3. What does the `resource_type` in the `original` node indicate?
   The `resource_type` in the `original` node indicates the type of the post. It can be a `note` or a `case_message`.