Case Management API (2.0.0)
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The API for the Case Management Service.
Create a trouble ticket / case
This method create a trouble ticket or case.
Authorizations:
BearerAuth
Request Body schema: application/json
| code required | string Enum: "0000-0000" "0000-0002" "0002-0000" "0002-0001" "0003-0000" "0003-0001" "0003-0002" "0003-0003" "0004-0000" "0004-0001" "0005-0000" "0005-0001" "0007-0000" "0007-0001" "0007-0002" "0007-0003" "0007-0004" "0010-0000" "0010-0001" "0010-0002" "0010-0003" "0010-0004" "0010-0005" "0011-0000" "0011-0001" "0011-0002" "0011-0003" "0011-0004" "0011-0005" "0012-0000" "0012-0001" "0012-0002" "0012-0003" "0012-0004" "0012-0005" "0015-0000" "0015-0001" "0015-0002" "0015-0003" "0015-0004" "0100-0000" "0100-0100" "0100-0200" "0100-0300" "0100-0400" "0100-0500" "0101-0000" "0101-0100" "0102-0000" "0102-0100" "0102-0200" "0102-0300" "0102-0400" "0102-0500" "0102-0600" "0103-0000" "0103-0100" "0104-0000" "0104-0100" "0104-0200" "0104-0300" "0104-0400" "0104-0500" "0105-0000" "0105-0100" "0105-0200" "0105-0300" "0105-0400" "0105-0500" "0105-0600" "0106-0000" "0106-0100" "0107-0000" "0107-0100" "0107-0200" "0107-0300" "0107-0400" "0108-0000" "0108-0100" "0200-0000" "0200-0100" "0200-0200" "0200-0300" "0200-0400" "0200-0500" "0200-0600" "0200-0700" "0200-0800" "0200-0900" "0200-1000" "0200-1100" "0200-1200" "0200-1300" "0201-0000" "0201-0100" "0201-0200" "0201-0300" "0202-0000" "0202-0100" "0203-0000" "0203-0100" "0203-0200" "0203-0300" "0204-0000" "0204-0001" "0205-0000" "0205-0100" "0300-0000" "0300-0100" "0300-0200" "0300-0300" "0300-0400" "0301-0000" "0301-0100" "0302-0000" "0302-0100" "0302-0200" "0302-0300" "0302-0400" "0302-0500" "0302-0600" "0303-0000" "0303-0100" "0304-0000" "0304-0100" "0304-0200" "0304-0300" "0304-0400" "0304-0500" "0304-0600" "0305-0000" "0305-0001" "0305-0002" "0305-0003" "0305-0100" "0305-0200" "0305-0300" "0305-0301" "0305-0302" "0305-0400" "0305-0500" "0305-0600" "0305-0700" "0306-0000" "0306-0100" "0306-0200" "0306-0300" "0500-0000" "0500-0100" "0500-0200" "0500-0300" "0500-0400" "0500-0500" "0500-0600" "0500-0700" "0501-0000" "0501-0100" "0502-0000" "0502-0100" "0502-0200" "0502-0300" "0502-0400" "0502-0500" "0502-0600" "0800-0000" Ticket code. | ||||
| description required | string [ 1 .. 4000 ] characters Description of the trouble or issue. | ||||
| primaryId required | string [ 1 .. 100 ] characters Primary reference identifier. | ||||
| secondaryId | string [ 1 .. 100 ] characters Secondary reference identifier. | ||||
| occurredDateTime | string <date-time> Date and time the issue occurred. | ||||
| customerReferenceId | string [ 1 .. 200 ] characters Customer or external reference number. | ||||
Array of objects (Attachment) [ 0 .. 5 ] items Supporting files to attach in the ticket, such as a picture of a broken device. | |||||
Array ([ 0 .. 5 ] items)
| |||||
Array of ContactRequestRegisteredUser (object) or ContactRequestNonRegisteredUser (object) List of persons who will be contacted for this ticket. | |||||
Array One of
| |||||
0302-0400 (object) or 0302-0500 (object) or 0302-0600 (object) or 0305-0000 (object) or 0305-0002 (object) or 0305-0100 (object) or 0305-0200 (object) or 0305-0300 (object) or 0305-0301 (object) or 0305-0302 (object) or 0306-0000 (object) or 0306-0100 (object) or 0306-0200 (object) or 0306-0300 (object) List of additional details or requirements to support ticket resolution, depending on the issues you are facing. | |||||
One of
| |||||
Responses
Response Schema: application/json
| id required | string (CaseOrOrderNumber) [ 8 .. 100 ] characters Case or order number. |
| type required | string Enum: "CASE" "TROUBLE" Ticket type. |
Request samples
- Payload
Content type
application/json
Example
{- "code": "0013-0102",
- "primaryId": "eb56893e-b4d3-47c4-b35a-52b62c25032b",
- "secondaryId": "0001",
- "customerReferenceId": "CustomerReference001",
- "description": "Testing api first approach.",
- "occurredDateTime": "2020-05-22T19:23:51Z",
- "contacts": [
- {
- "type": "NOTIFICATION",
- "firstName": "John",
- "lastName": "Doe",
- "details": [
- {
- "type": "PHONE",
- "value": "+1-2342343333"
}
]
}, - {
- "type": "TECHNICAL",
- "registeredUsers": [
- "John Doe"
]
}
], - "attachments": [
- {
- "id": "c77c5f58-a7ea-4e88-9fc4-1a2900027425",
- "name": "error-log"
}
], - "details": {
- "documents": {
- "transactionIds": [
- "1234567890"
], - "type": "DETAILED",
- "formats": [
- "XLS",
- "PDF"
]
}
}
}Response samples
- 200
- 400
- 401
- 403
- 409
- 500
Content type
application/json
{- "id": "ex: 11150929 or 1-204976070710",
- "type": "CASE"
}Get a trouble ticket by case / order number
This method get a trouble ticket by case or order number.
Authorizations:
BearerAuth
path Parameters
| id required | string (CaseOrOrderNumber) [ 8 .. 100 ] characters Example: ex: 11150929 or 1-204976070710 Case or Order Number. |
Responses
Response Schema: application/json
| id | string (CaseOrOrderNumber) [ 8 .. 100 ] characters Case or order number. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| accountNumber | string (AccountNumber) [ 6 .. 100 ] characters User account number. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| accountName | string (AccountName) User account name. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| customerReferenceId | string Additional information for customer to reference. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| channel | string Enum: "OFFLINE" "PORTAL" | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| orderId | string (OrderNumber) [ 14 .. 100 ] characters Order number. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
object | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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| status | string (StatusResponse) Enum: "SUBMITTED" "IN_PROGRESS" "RESOLVED" "ACTION_REQUIRED" "CLOSED" "CANCELLED" Case status. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Array of objects (ContactResponse) | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Array
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| createdDateTime | string (Datetime) A datetime string with format YYYY-MM-DDTHH:mm:ss.sssZ. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
object | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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Response samples
- 200
- 400
- 401
- 403
- 409
- 500
Content type
application/json
{- "id": "ex: 11150929 or 1-204976070710",
- "accountNumber": "182389736",
- "accountName": "VjT Existing Reseller New BA",
- "customerReferenceId": "EESkFTupLmnF6KinbARfNgWAC2V1BZbDZKluF5TI5YVTXTfGkF",
- "channel": "PORTAL",
- "orderId": "1-204976070710",
- "location": {
- "ibx": [
- "SV5"
]
}, - "status": "IN_PROGRESS",
- "contacts": [
- {
- "firstName": "John",
- "lastName": "Don",
- "type": "NOTIFICATION",
- "details": [
- {
- "type": "EMAIL",
- "value": "SomeContact@email.com"
}
]
}
], - "createdDateTime": "2023-09-13T04:57:27.430Z",
- "otherDetails": {
- "contactUCMID": "236284",
- "recordType": "ECM",
- "subChannel": "ECP",
- "finalScheduledDate": "2023-09-13T04:57:27.430Z",
- "category": "Trouble Services",
- "subCategory": "Incident",
- "description": "Sample description.",
- "updatedDateTime": "2023-09-13T04:57:27.430Z",
- "updatedByFullName": "0052H000003iLJjQAM",
- "requestedTerminationDate": "",
- "statusHistory": [
- {
- "status": "IN_PROGRESS",
- "createdDate": "2023-09-13T04:57:27.430Z"
}
], - "purchaseOrders": [
- "PO.1234"
], - "products": [
- "SMART_HANDS"
], - "productOfferingCodes": [
- "PS00001.PROD"
], - "details": [
- {
- "lineId": "1-2RCPXBUV",
- "parentLineId": "1-2RCPXBUK",
- "productType": "SMART_HANDS",
- "productOfferingCode": "PS00001.PROD",
- "productCode": "PS00040.ELEM",
- "productName": "Other",
- "status": "CREATED",
- "reOpen": "NOT_ALLOWED",
- "respond": true,
- "ibx": "DA3",
- "cage": "DA3:01:010315",
- "requestType": "ADD",
- "activityId": "3-216270588333",
- "purchaseOrder": { },
- "estimatedCompletion": {
- "originalDateTime": "2023-10-26T18:00:00Z"
}, - "updatedDateTime": "2023-10-25T05:15:55Z",
- "additionalInfo": [
- {
- "key": "IS_RECURRING",
- "value": true
}
], - "modifiable": false,
- "cancellable": true
}
], - "additionalInfo": [
- {
- "key": "RECURRING_TYPE",
- "value": "CHILD"
}
], - "modifiable": false,
- "reOpen": false,
- "cancellable": true,
- "respond": true
}
}Modify a case by case number
This method modify a case by case number.
Authorizations:
BearerAuth
path Parameters
| caseNumber required | string (CaseNumber) = 8 characters Example: 11150929 Case number. |
Request Body schema: application/json
| text required | string [ 1 .. 4000 ] characters Enter any modification details/additional notes to the technician. | ||||
Array of objects (Attachments) [ 0 .. 5 ] items File(s) attached to the trouble ticket. e.g. picture of broken device, scanning of a bill or charge, etc... | |||||
Array ([ 0 .. 5 ] items)
| |||||
| visibility | string Enum: "INTERNAL" "EXTERNAL" Enter the visibility of the note. INTERNAL notes are not visible to the customer. Defaults to EXTERNAL | ||||
Responses
Response Schema: application/json
required | object | ||||||
| |||||||
Request samples
- Payload
Content type
application/json
{- "attachments": [
- {
- "id": "c77c5f58-a7ea-4e88-9fc4-1a2900027425",
- "name": "error-log"
}
], - "text": "This is a test notes!"
}Response samples
- 200
- 400
- 401
- 403
- 409
- 500
Content type
application/json
{- "result": {
- "CaseId": "5007i00000AUPOIAA5",
- "CaseNotesId": "a067i000007miaAAAQ",
- "CaseNumber": "11150929"
}
}Cancel a trouble ticket by case / order number
This method cancels a trouble ticket by case or order number.
Authorizations:
BearerAuth
path Parameters
| id required | string (CaseOrOrderNumber) [ 8 .. 100 ] characters Example: ex: 11150929 or 1-204976070710 Case or Order Number. |
Request Body schema: application/json
| reason required | string [ 1 .. 4000 ] characters Enter any cancellation details. |
Responses
Response Schema: application/json
required | object | ||||||
| |||||||
Request samples
- Payload
Content type
application/json
{- "reason": "This is a sample reason!"
}Response samples
- 200
- 400
- 401
- 403
- 409
- 500
Content type
application/json
{- "result": {
- "CaseId": "5007i00000AUPOIAA5",
- "CaseNotesId": "a067i000007miaAAAQ",
- "CaseNumber": "11150929"
}
}