---
title: "Appendix"
slug: "appendix"
updated: 2026-07-23T10:06:46Z
published: 2026-07-23T10:06:46Z
canonical: "help.8x8.com/appendix"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Appendix

# Change 8x8 account settings

  

We have shared a web service sample for your reference.

## Query incident

**PURPOSE:**

The Web Service action is used to query an incident from a third-party CRM. The following scenarios are covered:

1. The incident exists in a third-party CRM, and it is assigned to an engineer.
2. The incident exists in a third-party CRM, and it is not assigned to an engineer.
3. The incident does not exist in a third-party CRM.

WEB SERVICE URL:

https://thirdpartycrm.com/8x8ivrRWS.do?action=query_incident&incident_number=INC1234567

> [!NOTE]
> Note:
> 
> The server https://thirdpartycrm.com changes according to the instance (DEV, QA and PROD).

**REQUEST METHOD:**

GET

**REQUEST HEADERS:**

```plaintext
Authorization: Basic  <Encoded 64Base User/Password>
```

**URL PARAMETERS:**

```plaintext
action=query_incident
incident_number=INC9999999 (7 digits number) or 9999999 (7-digit number)
```

**WS RESPONSE STRUCTURE:**

```json
{
incident_number: "",
agent_email: "",
incident_url: ""
}
```

Response varies according to the scenarios:

- The incident exists in a third-party CRM, and it is assigned to an engineer. All fields will be send in the response
- The incident exists in a third-party CRM, and it is not assigned to an engineer. agent_email will be empty
- The incident does not exists in a third-party CRM. All fields will be empty

If there is an error, you see the following response:

```plaintext
{  
   "error":"<Error Message>"
}
```

Error Messages: Missing value for <Name of the Field>

## Update Incident

**PURPOSE:**

Web Service action used to update an incident within a third-party CRM

**WEB SERVICE URL:**

`https://thirdpartycrm.com/8x8ivrRWS.do?action=update_incident`

> [!NOTE]
> Note:
> 
> The server https://thirdpartycrm.com changes according to the instance (DEV, QA and PROD)

**REQUEST METHOD:**

POST

**REQUEST HEADERS:**

```plaintext
Authorization: Basic  <Encoded 64Base User/Password>
Content-Type: application/json
```

URL PARAMETERS:

```plaintext
action= update_incident
```

REQUEST BODY STRUCTURE:

```json
{
"incident_number":"",
"agent_email":"",
"caller_id":"",
"call_answered_time":"",
"call_hangup_time":"",
"call_duration":"",
"transaction_id":""
}
```

> [!NOTE]
> Note:
> 
> The expected incident_number format is INC1234567 (7-digit number)

**WS RESPONSE STRUCTURE:**

```json
{
status: ""
}
```

**STATUSES:**

1. incident updated
2. incident not found

If there is an error, you see the following response:

```json
{  
   "error":"<Error Message>"
}
```

## Query incident by phone

**PURPOSE:**

Web Service action used to find incidents by a phone number.

**WEB SERVICE URL EXAMPLE:**

`https://thirdpartycrm.com/8x8ivrRWS.do?action=query_incident_by_phone&amp;phone=+19999999999`

**REQUEST METHOD:**

GET

**REQUEST HEADERS:**

`Authorization: Basic &lt;Encoded 64Base User/Password&gt;`

URL PARAMETERS:

```plaintext
action= query_incident_by_phone
phone = <phone number in any format> E.164
```

WS RESPONSE STRUCTURE:

```plaintext
{
incident_url: ""
}
```

**RETURN VALUES:**

incident_url is modified according to the number of incidents found for the phone number provided.

- **One incident found: (Direct Link to the incident)** https://thirdpartycrm.com/nav_to.do?uri=incident.do?sysparm_query=number=INC9999999
- **More than one incident found: (Link to the list of incidents of the caller in the last 6 months)** https://thirdpartycrm.com/nav_to.do?uri=incident_list.do?sysparm_query=service_offering=9e52804c6f63b1000685283f2c3ee433^ORservice_offering=15e370106fe3b1000685283f2c3ee474^ORservice_offering=cfa2880c6f63b1000685283f2c3ee485^ORservice_offering=205962b584e08200bd9411df5c32d3ed^sys_created_onONLast 6 months@javascript:gs.monthsAgoStart(6)@javascript:gs.endOfThisMonth()^caller_id=69e648ca0c49b500e2dbe70357d3ca15
- **No Incident found: (Link to the Incident Reporting Form to create a new incident)** https://thirdpartycrm.com/predix/details.do?type=incident