we would like consume a standard web service in C4C in order to update existing service tickets from an external 3rd party system.
Before the update is done the current status of the ticket needs to be checked. So an update should be just possible while the ticket is in a certain status. The web service response should then inform the external system if the status update was possible or not.
Is there any way to accomplish this? I was thinking of an action which contains the additional checks. But I am not sure if there is a standard event triggered when an update of a service ticket is done via a web service (and not via the user interface)?
Thank you for your support!