All Classes Pages
CaseByIDsExamples Class Reference

More...

Detailed Description

Examples for GET Cases by IDs

Example 1 - Get summary attributes for a single case

This example demonstrates the following:

  • Retrieving the summary attributes of a single case.

XML

Request

Method URL
GET /ws/v12/interaction/case/1000

Request headers

Name Value
X-egain-session Valid session ID
Accept application/xml
Accept-Language en-US

Response
HTTP/1.1 200 OK

Response headers

Name Value
X-egain-session current session ID
Content-Type application/xml

Response body 

<?xml version="1.0" encoding="UTF-8" standalone="yes" ?>
<cases xmlns="http://bindings.egain.com/ws/model/v12/gen/interaction/case"
xmlns:ns2="http://bindings.egain.com/ws/model/v12/gen/interaction/activity"
xmlns:ns3="http://bindings.egain.com/ws/model/v12/gen/platform"
xmlns:ns4="http://bindings.egain.com/ws/model/v12/gen/common"
xmlns:ns5="http://bindings.egain.com/ws/model/v12/gen/interaction/folder"
xmlns:ns6="http://bindings.egain.com/ws/model/v12/gen/interaction/customer"
 xmlns:ns7="http://bindings.egain.com/ws/model/v12/gen/interaction/contactperson"
xmlns:ns8="http://bindings.egain.com/ws/model/v12/gen/interaction/contactpoint"
xmlns:ns9="http://bindings.egain.com/ws/model/v12/gen/kb"
xmlns:ns10="http://bindings.egain.com/ws/model/v15/gen/kb/edition"
xmlns:ns11="http://bindings.egain.com/ws/model/v15/gen/kb/profile"
xmlns:ns12="http://bindings.egain.com/ws/model/v12/gen/interaction/attachment"
xmlns:ns13="http://bindings.egain.com/ws/model/v12/gen/mail/alias"
xmlns:ns14="http://bindings.egain.com/ws/model/v12/gen/live/entrypoint">
    <case id="1000">
        <link rel="self" href="/system/ws/v12/interaction/case/1000"/>
        <activities>
            <ns2:link rel="activity" href="/system/ws/v12/interaction/activity?case=1000"/>
        </activities>
        <department id="999">
            <ns3:name>Service</ns3:name>
        </department>
        <status>
            <ns4:value>closed</ns4:value>
            <ns4:displayValue>Closed</ns4:displayValue>
        </status>
        <lastModified date="2016-04-01T01:52:54.000Z">
            <ns4:user id="1002">
                <ns3:name>Frank</ns3:name>
                <ns3:firstName>Frank</ns3:firstName>
                <ns3:lastName>Robert</ns3:lastName>
            </ns4:user>
        </lastModified>
        <dueDate>2016-04-20T07:00:00.000Z</dueDate>
        <owner>
            <user id="1002">
                <ns3:name>Frank</ns3:name>
                <ns3:firstName>Frank</ns3:firstName>
                <ns3:lastName>Robert</ns3:lastName>
            </user>
            <folder id="14">
                <ns5:name>
                    <ns4:value>cases_closed</ns4:value>
                    <ns4:displayValue>Closed</ns4:displayValue>
                </ns5:name>
            </folder>
        </owner>
        <customer id="1000">
            <ns6:link rel="customer" href="/system/ws/v12/interaction/customer/1000"/>
            <ns6:customerName>John Russel Tierney</ns6:customerName>
        </customer>
        <severity>
            <ns4:value>medium</ns4:value>
            <ns4:displayValue>Medium</ns4:displayValue>
        </severity>
        <subject>Charging is too slow [#1000]</subject>
    </case>
</cases>

     

JSON

Request

Method URL
GET /ws/v12/interaction/case/1000

Request headers

Name Value
X-egain-session Valid session ID
Accept application/json
Accept-Language en-US

Response
HTTP/1.1 200 OK

Response headers

Name Value
X-egain-session current session ID
Content-Type application/json

Response body 

{
    "case": [
        {
            "link": {
                "rel": "self",
                "href": "/system/ws/v12/interaction/case/1000"
            },
            "activities": {
                "link": {
                    "rel": "activity",
                    "href": "/system/ws/v12/interaction/activity?case=1000"
                }
            },
            "department": {
                "name": "Service",
                "id": 999
            },
            "status": {
                "value": "closed",
                "displayValue": "Closed"
            },
            "lastModified": {
                "user": {
                    "name": "Frank",
                    "firstName": "Frank",
                    "lastName": "Robert",
                    "id": 1002
                },
                "date": "2016-04-01T01:52:54.000Z"
            },
            "dueDate": "2016-04-20T07:00:00.000Z",
            "owner": {
                "user": {
                    "name": "Frank",
                    "firstName": "Frank",
                    "lastName": "Robert",
                    "id": 1002
                },
                "folder": {
                    "name": {
                        "value": "cases_closed",
                        "displayValue": "Closed"
                    },
                    "id": 14
                }
            },
            "customer": {
                "link": {
                    "rel": "customer",
                    "href": "/system/ws/v12/interaction/customer/1000"
                },
                "customerName": "John Russel Tierney",
                "id": 1000
            },
            "severity": {
                "value": "medium",
                "displayValue": "Medium"
            },
            "subject": "Charging is too slow [#1000]",
            "id": 1000
        }
    ]
}

     

Example 2 - Get all attributes for a single case

This example demonstrates the following:

  • Retrieving all the attributes of a single case
  • Note that this API also returns the related case of the case. Related cases can be retrieved only when a single case ID is provided in the request.

XML

Request

Method URL
GET /ws/v12/interaction/case/1000?$attribute=all

Request headers

Name Value
X-egain-session Valid session ID
Accept application/xml
Accept-Language en-US

Response
HTTP/1.1 200 OK

Response headers

Name Value
X-egain-session current session ID
Content-Type application/xml

Response body 

<?xml version="1.0" encoding="UTF-8" standalone="yes" ?>
<cases xmlns="http://bindings.egain.com/ws/model/v12/gen/interaction/case"
xmlns:ns2="http://bindings.egain.com/ws/model/v12/gen/interaction/activity"
xmlns:ns3="http://bindings.egain.com/ws/model/v12/gen/platform"
xmlns:ns4="http://bindings.egain.com/ws/model/v12/gen/common"
xmlns:ns5="http://bindings.egain.com/ws/model/v12/gen/interaction/folder"
xmlns:ns6="http://bindings.egain.com/ws/model/v12/gen/interaction/customer"
 xmlns:ns7="http://bindings.egain.com/ws/model/v12/gen/interaction/contactperson"
xmlns:ns8="http://bindings.egain.com/ws/model/v12/gen/interaction/contactpoint"
xmlns:ns9="http://bindings.egain.com/ws/model/v12/gen/kb"
xmlns:ns10="http://bindings.egain.com/ws/model/v15/gen/kb/edition"
xmlns:ns11="http://bindings.egain.com/ws/model/v15/gen/kb/profile"
xmlns:ns12="http://bindings.egain.com/ws/model/v12/gen/interaction/attachment"
xmlns:ns13="http://bindings.egain.com/ws/model/v12/gen/mail/alias"
xmlns:ns14="http://bindings.egain.com/ws/model/v12/gen/live/entrypoint">
    <case id="1000">
        <link rel="self" href="/system/ws/v12/interaction/case/1000"/>
        <activities>
            <ns2:link rel="activity" href="/system/ws/v12/interaction/activity?case=1000"/>
        </activities>
        <department id="999">
            <ns3:name>Service</ns3:name>
        </department>
        <status>
            <ns4:value>closed</ns4:value>
            <ns4:displayValue>Closed</ns4:displayValue>
        </status>
        <lastModified date="2016-04-01T01:52:54.000Z">
            <ns4:user id="1002">
                <ns3:name>Frank</ns3:name>
                <ns3:firstName>Frank</ns3:firstName>
                <ns3:lastName>Robert</ns3:lastName>
            </ns4:user>
        </lastModified>
        <dueDate>2016-04-20T07:00:00.000Z</dueDate>
        <owner>
            <user id="1002">
                <ns3:name>Frank</ns3:name>
                <ns3:firstName>Frank</ns3:firstName>
                <ns3:lastName>Robert</ns3:lastName>
            </user>
            <folder id="14">
                <ns5:name>
                    <ns4:value>cases_closed</ns4:value>
                    <ns4:displayValue>Closed</ns4:displayValue>
                </ns5:name>
            </folder>
        </owner>
        <customer id="1000">
            <ns6:link rel="customer" href="/system/ws/v12/interaction/customer/1000"/>
            <ns6:customerName>John Russel Tierney</ns6:customerName>
        </customer>
        <severity>
            <ns4:value>medium</ns4:value>
            <ns4:displayValue>Medium</ns4:displayValue>
        </severity>
        <subject>Charging is too slow [#1000]</subject>
        <relatedCases>
            <case id="1001">
                <link rel="self" href="/system/ws/v12/interaction/case/1001"/>
                <status>
                    <ns4:value>open</ns4:value>
                    <ns4:displayValue>Open</ns4:displayValue>
                </status>
                <subject>Issue with monitor [#1001]</subject>
            </case>
            <case id="1002">
                <link rel="self" href="/system/ws/v12/interaction/case/1002"/>
                <status>
                    <ns4:value>open</ns4:value>
                    <ns4:displayValue>Open</ns4:displayValue>
                </status>
                <subject>Refund policy [#1002]</subject>
            </case>
        </relatedCases>
        <originatingChannel>
            <ns4:value>Call_Track</ns4:value>
            <ns4:displayValue>Calltrack</ns4:displayValue>
        </originatingChannel>
        <created date="2015-02-10T23:07:47.000Z">
            <ns4:user id="1002">
                <ns3:name>Frank</ns3:name>
                <ns3:firstName>Frank</ns3:firstName>
                <ns3:lastName>Robert</ns3:lastName>
            </ns4:user>
        </created>
        <description>The charger being used for not of the recommended configuration</description>
        <solution>Change the changer to a recommended configuration</solution>
        <userLastWorked id="1002">
            <ns3:name>Frank</ns3:name>
            <ns3:firstName>Frank</ns3:firstName>
            <ns3:lastName>Robert</ns3:lastName>
        </userLastWorked>
        <customAttributes>
            <ns4:customAttribute>
                <ns4:attribName>work_status</ns4:attribName>
                <ns4:attribValues>
                    <ns4:attribValue>
                        <ns4:value>Pending</ns4:value>
                    </ns4:attribValue>
                </ns4:attribValues>
            </ns4:customAttribute>
        </customAttributes>
        <notes rel="note" href="/system/ws/v12/interaction/case/1000/note"/>
    </case>
</cases>

     

JSON

Request

Method URL
GET /ws/v12/interaction/case/1000?$attribute=all

Request headers

Name Value
X-egain-session Valid session ID
Accept application/json
Accept-Language en-US

Response
HTTP/1.1 200 OK

Response headers

Name Value
X-egain-session current session ID
Content-Type application/json

Response body 

{
    "case": [
        {
            "link": {
                "rel": "self",
                "href": "/system/ws/v12/interaction/case/1000"
            },
            "activities": {
                "link": {
                    "rel": "activity",
                    "href": "/system/ws/v12/interaction/activity?case=1000"
                }
            },
            "department": {
                "name": "Service",
                "id": 999
            },
            "status": {
                "value": "closed",
                "displayValue": "Closed"
            },
            "lastModified": {
                "user": {
                    "name": "Frank",
                    "firstName": "Frank",
                    "lastName": "Robert",
                    "id": 1002
                },
                "date": "2016-04-01T01:52:54.000Z"
            },
            "dueDate": "2016-04-20T07:00:00.000Z",
            "owner": {
                "user": {
                    "name": "Frank",
                    "firstName": "Frank",
                    "lastName": "Robert",
                    "id": 1002
                },
                "folder": {
                    "name": {
                        "value": "cases_closed",
                        "displayValue": "Closed"
                    },
                    "id": 14
                }
            },
            "customer": {
                "link": {
                    "rel": "customer",
                    "href": "/system/ws/v12/interaction/customer/1000"
                },
                "customerName": "John Russel Tierney",
                "id": 1000
            },
            "severity": {
                "value": "medium",
                "displayValue": "Medium"
            },
            "subject": "Charging is too slow [#1000]",
            "relatedCases": {
                "case": [
                    {
                        "link": {
                            "rel": "self",
                            "href": "/system/ws/v12/interaction/case/1001"
                        },
                        "status": {
                            "value": "open",
                            "displayValue": "Open"
                        },
                        "subject": "8 [#1001]",
                        "id": 1001
                    },
                    {
                        "link": {
                            "rel": "self",
                            "href": "/system/ws/v12/interaction/case/1002"
                        },
                        "status": {
                            "value": "open",
                            "displayValue": "Open"
                        },
                        "subject": "9 [#1002]",
                        "id": 1002
                    }
                ]
            },
            "originatingChannel": {
                "value": "Call_Track",
                "displayValue": "Calltrack"
            },
            "created": {
                "user": {
                    "name": "Frank",
                    "firstName": "Frank",
                    "lastName": "Robert",
                    "id": 1002
                },
                "date": "2015-02-10T23:07:47.000Z"
            },
            "description": "The charger being used for not of the recommended configuration",
            "solution": "Change the changer to a recommended configuration",
            "userLastWorked": {
                "name": "Frank",
                "firstName": "Frank",
                "lastName": "Robert",
                "id": 1002
            },
            "customAttributes": {
                "customAttribute": [
                    {
                        "attribName": "work_status",
                        "attribValues": {
                            "attribValue": [
                                {
                                    "value": "Pending"
                                }
                            ]
                        }
                    }
                ]
            },
            "notes": [
              {
                "rel": "note",
                "href": "/system/ws/v12/interaction/case/1000/note"
              }
            ],
            "id": 1000
        }
    ]
}

     

Example 3 - Get summary attributes and additional attributes for multiple cases

This example demonstrates the following:

  • Retrieving details of multiple cases.
  • Retrieving additional attributes (including custom attribute) along with summary attributes.
  • Default sorting - By default, the cases are sorted on case IDs in ascending order.

XML

Request

Method URL
GET /ws/v12/interaction/case/1000,1003?$attribute=custom.work_status,originatingChannel

Request headers

Name Value
X-egain-session Valid session ID
Accept application/xml
Accept-Language en-US

Response
HTTP/1.1 200 OK

Response headers

Name Value
X-egain-session current session ID
Content-Type application/xml

Response body 

<?xml version="1.0" encoding="UTF-8"?>
<cases xmlns="http://bindings.egain.com/ws/model/v12/gen/interaction/case"
xmlns:ns2="http://bindings.egain.com/ws/model/v12/gen/interaction/activity"
xmlns:ns3="http://bindings.egain.com/ws/model/v12/gen/platform"
xmlns:ns4="http://bindings.egain.com/ws/model/v12/gen/common"
xmlns:ns5="http://bindings.egain.com/ws/model/v12/gen/interaction/folder"
xmlns:ns6="http://bindings.egain.com/ws/model/v12/gen/interaction/customer"
 xmlns:ns7="http://bindings.egain.com/ws/model/v12/gen/interaction/contactperson"
xmlns:ns8="http://bindings.egain.com/ws/model/v12/gen/interaction/contactpoint"
xmlns:ns9="http://bindings.egain.com/ws/model/v12/gen/kb"
xmlns:ns10="http://bindings.egain.com/ws/model/v15/gen/kb/edition"
xmlns:ns11="http://bindings.egain.com/ws/model/v15/gen/kb/profile"
xmlns:ns12="http://bindings.egain.com/ws/model/v12/gen/interaction/attachment"
xmlns:ns13="http://bindings.egain.com/ws/model/v12/gen/mail/alias"
xmlns:ns14="http://bindings.egain.com/ws/model/v12/gen/live/entrypoint">
   <case id="1000">
      <link rel="self" href="/system/ws/v12/interaction/case/1000" />
      <activities>
         <ns2:link rel="activity" href="/system/ws/v12/interaction/activity?case=1000" />
      </activities>
      <department id="999">
         <ns3:name>Service</ns3:name>
      </department>
      <status>
         <ns4:value>closed</ns4:value>
         <ns4:displayValue>Closed</ns4:displayValue>
      </status>
      <lastModified date="2016-04-01T01:52:54.000Z">
         <ns4:user id="1002">
            <ns3:name>Frank</ns3:name>
            <ns3:firstName>Frank</ns3:firstName>
            <ns3:lastName>Robert</ns3:lastName>
         </ns4:user>
      </lastModified>
      <dueDate>2016-04-20T07:00:00.000Z</dueDate>
      <owner>
         <user id="1002">
            <ns3:name>Frank</ns3:name>
            <ns3:firstName>Frank</ns3:firstName>
            <ns3:lastName>Robert</ns3:lastName>
         </user>
         <folder id="14">
            <ns5:name>
               <ns4:value>cases_closed</ns4:value>
               <ns4:displayValue>Closed</ns4:displayValue>
            </ns5:name>
         </folder>
      </owner>
      <customer id="1000">
         <ns6:link rel="customer" href="/system/ws/v12/interaction/customer/1000" />
         <ns6:customerName>John Russel Tierney</ns6:customerName>
      </customer>
      <severity>
         <ns4:value>medium</ns4:value>
         <ns4:displayValue>Medium</ns4:displayValue>
      </severity>
      <subject>Charging is too slow [#1000]</subject>
      <originatingChannel>
         <ns4:value>Call_Track</ns4:value>
         <ns4:displayValue>Calltrack</ns4:displayValue>
      </originatingChannel>
      <customAttributes>
         <ns4:customAttribute>
            <ns4:attribName>work_status</ns4:attribName>
            <ns4:attribValues>
               <ns4:attribValue>
                  <ns4:value>Pending</ns4:value>
               </ns4:attribValue>
            </ns4:attribValues>
         </ns4:customAttribute>
      </customAttributes>
   </case>
   <case id="1003">
      <link rel="self" href="/system/ws/v12/interaction/case/1003" />
      <activities>
         <ns2:link rel="activity" href="/system/ws/v12/interaction/activity?case=1003" />
      </activities>
      <department id="999">
         <ns3:name>Service</ns3:name>
      </department>
      <status>
         <ns4:value>closed</ns4:value>
         <ns4:displayValue>Closed</ns4:displayValue>
      </status>
      <lastModified date="2016-04-01T01:58:11.000Z">
         <ns4:user id="1002">
            <ns3:name>Frank</ns3:name>
            <ns3:firstName>Frank</ns3:firstName>
            <ns3:lastName>Robert</ns3:lastName>
         </ns4:user>
      </lastModified>
      <dueDate>2016-04-13T07:00:00.000Z</dueDate>
      <owner>
         <user id="1002">
            <ns3:name>Frank</ns3:name>
            <ns3:firstName>Frank</ns3:firstName>
            <ns3:lastName>Robert</ns3:lastName>
         </user>
         <folder id="14">
            <ns5:name>
               <ns4:value>cases_closed</ns4:value>
               <ns4:displayValue>Closed</ns4:displayValue>
            </ns5:name>
         </folder>
      </owner>
      <customer id="1000">
         <ns6:link rel="customer" href="/system/ws/v12/interaction/customer/1000" />
         <ns6:customerName>John Russel Tierney</ns6:customerName>
      </customer>
      <severity>
         <ns4:value>high</ns4:value>
         <ns4:displayValue>High</ns4:displayValue>
      </severity>
      <subject>Faulty screen[#1003]</subject>
      <originatingChannel>
         <ns4:value>Email</ns4:value>
         <ns4:displayValue>Email</ns4:displayValue>
      </originatingChannel>
      <customAttributes>
         <ns4:customAttribute>
            <ns4:attribName>work_status</ns4:attribName>
            <ns4:attribValues>
               <ns4:attribValue>
                  <ns4:value>In Progress</ns4:value>
               </ns4:attribValue>
            </ns4:attribValues>
         </ns4:customAttribute>
      </customAttributes>
   </case>
</cases>

     

JSON

Request

Method URL
GET /ws/v12/interaction/case/1000,1003?$attribute=custom.work_status,originatingChannel

Request headers

Name Value
X-egain-session Valid session ID
Accept application/json
Accept-Language en-US

Response
HTTP/1.1 200 OK

Response headers

Name Value
X-egain-session current session ID
Content-Type application/json

Response body 

{
    "case": [
        {
            "link": {
                "rel": "self",
                "href": "/system/ws/v12/interaction/case/1000"
            },
            "activities": {
                "link": {
                    "rel": "activity",
                    "href": "/system/ws/v12/interaction/activity?case=1000"
                }
            },
            "department": {
                "name": "Service",
                "id": 999
            },
            "status": {
                "value": "closed",
                "displayValue": "Closed"
            },
            "lastModified": {
                "user": {
                    "name": "Frank",
                    "firstName": "Frank",
                    "lastName": "Robert",
                    "id": 1002
                },
                "date": "2016-04-01T01:52:54.000Z"
            },
            "dueDate": "2016-04-20T07:00:00.000Z",
            "owner": {
                "user": {
                    "name": "Frank",
                    "firstName": "Frank",
                    "lastName": "Robert",
                    "id": 1002
                },
                "folder": {
                    "name": {
                        "value": "cases_closed",
                        "displayValue": "Closed"
                    },
                    "id": 14
                }
            },
            "customer": {
                "link": {
                    "rel": "customer",
                    "href": "/system/ws/v12/interaction/customer/1000"
                },
                "customerName": "John Russel Tierney",
                "id": 1000
            },
            "severity": {
                "value": "medium",
                "displayValue": "Medium"
            },
            "subject": "Charging is too slow [#1000]",
            "originatingChannel": {
                "value": "Call_Track",
                "displayValue": "Calltrack"
            },
            "customAttributes": {
                "customAttribute": [
                    {
                        "attribName": "work_status",
                        "attribValues": {
                            "attribValue": [
                                {
                                    "value": "Pending"
                                }
                            ]
                        }
                    }
                ]
            },
            "id": 1000
        },
        {
            "link": {
                "rel": "self",
                "href": "/system/ws/v12/interaction/case/1003"
            },
            "activities": {
                "link": {
                    "rel": "activity",
                    "href": "/system/ws/v12/interaction/activity?case=1003"
                }
            },
            "department": {
                "name": "Service",
                "id": 999
            },
            "status": {
                "value": "closed",
                "displayValue": "Closed"
            },
            "lastModified": {
                "user": {
                    "name": "Frank",
                    "firstName": "Frank",
                    "lastName": "Robert",
                    "id": 1002
                },
                "date": "2016-04-01T01:58:11.000Z"
            },
            "dueDate": "2016-04-13T07:00:00.000Z",
            "owner": {
                "user": {
                    "name": "Frank",
                    "firstName": "Frank",
                    "lastName": "Robert",
                    "id": 1002
                },
                "folder": {
                    "name": {
                        "value": "cases_closed",
                        "displayValue": "Closed"
                    },
                    "id": 14
                }
            },
            "customer": {
                "link": {
                    "rel": "customer",
                    "href": "/system/ws/v12/interaction/customer/1000"
                },
                "customerName": "John Russel Tierney",
                "id": 1000
            },
            "severity": {
                "value": "high",
                "displayValue": "High"
            },
            "subject": "Faulty screen[#1003]",
            "originatingChannel": {
                "value": "Email",
                "displayValue": "Email"
            },
            "customAttributes": {
                "customAttribute": [
                    {
                        "attribName": "work_status",
                        "attribValues": {
                            "attribValue": [
                                {
                                    "value": "In Progress"
                                }
                            ]
                        }
                    }
                ]
            },
            "id": 1003
        }
    ]
}

     


Example 4 - Get multiple cases sorted on department

This example demonstrates the following:

  • Retrieving multiple cases.
  • Sorting on department names in descending order.

XML

Request

Method URL
GET /ws/v12/interaction/case/1000,1006?$sort=department&$order=desc

Request headers

Name Value
X-egain-session Valid session ID
Accept application/xml
Accept-Language en-US

Response
HTTP/1.1 200 OK

Response headers

Name Value
X-egain-session current session ID
Content-Type application/xml

Response body 

<?xml version="1.0" encoding="UTF-8" standalone="yes" ?>
<cases xmlns="http://bindings.egain.com/ws/model/v12/gen/interaction/case"
xmlns:ns2="http://bindings.egain.com/ws/model/v12/gen/interaction/activity"
xmlns:ns3="http://bindings.egain.com/ws/model/v12/gen/platform"
xmlns:ns4="http://bindings.egain.com/ws/model/v12/gen/common"
xmlns:ns5="http://bindings.egain.com/ws/model/v12/gen/interaction/folder"
xmlns:ns6="http://bindings.egain.com/ws/model/v12/gen/interaction/customer"
xmlns:ns7="http://bindings.egain.com/ws/model/v12/gen/interaction/contactperson"
xmlns:ns8="http://bindings.egain.com/ws/model/v12/gen/interaction/contactpoint"
xmlns:ns9="http://bindings.egain.com/ws/model/v12/gen/kb"
xmlns:ns10="http://bindings.egain.com/ws/model/v15/gen/kb/edition"
xmlns:ns11="http://bindings.egain.com/ws/model/v15/gen/kb/profile"
xmlns:ns12="http://bindings.egain.com/ws/model/v12/gen/interaction/attachment"
xmlns:ns13="http://bindings.egain.com/ws/model/v12/gen/mail/alias"
xmlns:ns14="http://bindings.egain.com/ws/model/v12/gen/live/entrypoint">
    <case id="1000">
        <link rel="self" href="/system/ws/v12/interaction/case/1000"/>
        <activities>
            <ns2:link rel="activity" href="/system/ws/v12/interaction/activity?case=1000"/>
        </activities>
        <department id="999">
            <ns3:name>Service</ns3:name>
        </department>
        <status>
            <ns4:value>closed</ns4:value>
            <ns4:displayValue>Closed</ns4:displayValue>
        </status>
        <lastModified date="2016-04-01T01:52:54.000Z">
            <ns4:user id="1002">
                <ns3:name>Frank</ns3:name>
                <ns3:firstName>Frank</ns3:firstName>
                <ns3:lastName>Robert</ns3:lastName>
            </ns4:user>
        </lastModified>
        <dueDate>2016-04-20T07:00:00.000Z</dueDate>
        <owner>
            <user id="1002">
                <ns3:name>Frank</ns3:name>
                <ns3:firstName>Frank</ns3:firstName>
                <ns3:lastName>Robert</ns3:lastName>
            </user>
            <folder id="14">
                <ns5:name>
                    <ns4:value>cases_closed</ns4:value>
                    <ns4:displayValue>Closed</ns4:displayValue>
                </ns5:name>
            </folder>
        </owner>
        <customer id="1000">
            <ns6:link rel="customer" href="/system/ws/v12/interaction/customer/1000"/>
            <ns6:customerName>John Russel Tierney</ns6:customerName>
        </customer>
        <severity>
            <ns4:value>medium</ns4:value>
            <ns4:displayValue>Medium</ns4:displayValue>
        </severity>
        <subject>Charging is too slow [#1000]</subject>
    </case>
    <case id="1006">
        <link rel="self" href="/system/ws/v12/interaction/case/1006"/>
        <activities>
            <ns2:link rel="activity" href="/system/ws/v12/interaction/activity?case=1006"/>
        </activities>
        <department id="1000">
            <ns3:name>Sales</ns3:name>
        </department>
        <status>
            <ns4:value>open</ns4:value>
            <ns4:displayValue>Open</ns4:displayValue>
        </status>
        <lastModified date="2016-04-01T02:00:30.000Z">
            <ns4:user id="12">
                <ns3:name>system</ns3:name>
                <ns3:firstName>System</ns3:firstName>
                <ns3:lastName>Services</ns3:lastName>
            </ns4:user>
        </lastModified>
        <dueDate>2016-04-29T07:00:00.000Z</dueDate>
        <owner>
            <user id="1002">
                <ns3:name>Frank</ns3:name>
                <ns3:firstName>Frank</ns3:firstName>
                <ns3:lastName>Robert</ns3:lastName>
            </user>
            <folder id="13">
                <ns5:name>
                    <ns4:value>cases_open</ns4:value>
                    <ns4:displayValue>Open</ns4:displayValue>
                </ns5:name>
            </folder>
        </owner>
        <customer id="1001">
            <ns6:link rel="customer" href="/system/ws/v12/interaction/customer/1001"/>
            <ns6:customerName>Jacob Marshall</ns6:customerName>
        </customer>
        <severity>
            <ns4:value>medium</ns4:value>
            <ns4:displayValue>Medium</ns4:displayValue>
        </severity>
        <subject>Issue with volume control [#1006]</subject>
    </case>
</cases>

     

JSON

Request

Method URL
GET /ws/v12/interaction/case/1000,1006?$sort=department&$order=desc

Request headers

Name Value
X-egain-session Valid session ID
Accept application/json
Accept-Language en-US

Response
HTTP/1.1 200 OK

Response headers

Name Value
X-egain-session current session ID
Content-Type application/json

Response body 

{
    "case": [
        {
            "link": {
                "rel": "self",
                "href": "/system/ws/v12/interaction/case/1000"
            },
            "activities": {
                "link": {
                    "rel": "activity",
                    "href": "/system/ws/v12/interaction/activity?case=1000"
                }
            },
            "department": {
                "name": "Service",
                "id": 999
            },
            "status": {
                "value": "closed",
                "displayValue": "Closed"
            },
            "lastModified": {
                "user": {
                    "name": "Frank",
                    "firstName": "Frank",
                    "lastName": "Robert",
                    "id": 1002
                },
                "date": "2016-04-01T01:52:54.000Z"
            },
            "dueDate": "2016-04-20T07:00:00.000Z",
            "owner": {
                "user": {
                    "name": "Frank",
                    "firstName": "Frank",
                    "lastName": "Robert",
                    "id": 1002
                },
                "folder": {
                    "name": {
                        "value": "cases_closed",
                        "displayValue": "Closed"
                    },
                    "id": 14
                }
            },
            "customer": {
                "link": {
                    "rel": "customer",
                    "href": "/system/ws/v12/interaction/customer/1000"
                },
                "customerName": "John Russel Tierney",
                "id": 1000
            },
            "severity": {
                "value": "medium",
                "displayValue": "Medium"
            },
            "subject": "Charging is too slow [#1000]",
            "id": 1000
        },
        {
            "link": {
                "rel": "self",
                "href": "/system/ws/v12/interaction/case/1006"
            },
            "activities": {
                "link": {
                    "rel": "activity",
                    "href": "/system/ws/v12/interaction/activity?case=1006"
                }
            },
            "department": {
                "name": "Sales",
                "id": 1000
            },
            "status": {
                "value": "open",
                "displayValue": "Open"
            },
            "lastModified": {
                "user": {
                    "name": "system",
                    "firstName": "System",
                    "lastName": "Services",
                    "id": 12
                },
                "date": "2016-04-01T02:00:30.000Z"
            },
            "dueDate": "2016-04-29T07:00:00.000Z",
            "owner": {
                "user": {
                    "name": "Frank",
                    "firstName": "Frank",
                    "lastName": "Robert",
                    "id": 1002
                },
                "folder": {
                    "name": {
                        "value": "cases_open",
                        "displayValue": "Open"
                    },
                    "id": 13
                }
            },
            "customer": {
                "link": {
                    "rel": "customer",
                    "href": "/system/ws/v12/interaction/customer/1001"
                },
                "customerName": "Jacob Marshall",
                "id": 1001
            },
            "severity": {
                "value": "medium",
                "displayValue": "Medium"
            },
            "subject": "Issue with volume control [#1006]",
            "id": 1006
        }
    ]
}

     


Example 5 - Get multiple cases sorted on customer name

This example demonstrates the following:

  • Retrieving multiple cases.
  • Sorting on customer name in the ascending order. Please note that omitting $order parameter will also result in the same results.

XML

Request

Method URL
GET /ws/v12/interaction/case/1000,1024?$sort=customer&$order=asc

Request headers

Name Value
X-egain-session Valid session ID
Accept application/xml
Accept-Language en-US

Response
HTTP/1.1 200 OK

Response headers

Name Value
X-egain-session current session ID
Content-Type application/xml

Response body 

<?xml version="1.0" encoding="UTF-8" standalone="yes" ?>
<cases xmlns="http://bindings.egain.com/ws/model/v12/gen/interaction/case"
xmlns:ns2="http://bindings.egain.com/ws/model/v12/gen/interaction/activity"
xmlns:ns3="http://bindings.egain.com/ws/model/v12/gen/platform"
xmlns:ns4="http://bindings.egain.com/ws/model/v12/gen/common"
xmlns:ns5="http://bindings.egain.com/ws/model/v12/gen/interaction/folder"
xmlns:ns6="http://bindings.egain.com/ws/model/v12/gen/interaction/customer"
xmlns:ns7="http://bindings.egain.com/ws/model/v12/gen/interaction/contactperson"
xmlns:ns8="http://bindings.egain.com/ws/model/v12/gen/interaction/contactpoint"
xmlns:ns9="http://bindings.egain.com/ws/model/v12/gen/kb"
xmlns:ns10="http://bindings.egain.com/ws/model/v15/gen/kb/edition"
xmlns:ns11="http://bindings.egain.com/ws/model/v15/gen/kb/profile"
xmlns:ns12="http://bindings.egain.com/ws/model/v12/gen/interaction/attachment"
xmlns:ns13="http://bindings.egain.com/ws/model/v12/gen/mail/alias"
xmlns:ns14="http://bindings.egain.com/ws/model/v12/gen/live/entrypoint">
    <case id="1000">
        <link rel="self" href="/system/ws/v12/interaction/case/1000"/>
        <activities>
            <ns2:link rel="activity" href="/system/ws/v12/interaction/activity?case=1000"/>
        </activities>
        <department id="999">
            <ns3:name>Service</ns3:name>
        </department>
        <status>
            <ns4:value>closed</ns4:value>
            <ns4:displayValue>Closed</ns4:displayValue>
        </status>
        <lastModified date="2016-04-01T01:52:54.000Z">
            <ns4:user id="1002">
                <ns3:name>Frank</ns3:name>
                <ns3:firstName>Frank</ns3:firstName>
                <ns3:lastName>Robert</ns3:lastName>
            </ns4:user>
        </lastModified>
        <dueDate>2016-04-20T07:00:00.000Z</dueDate>
        <owner>
            <user id="1002">
                <ns3:name>Frank</ns3:name>
                <ns3:firstName>Frank</ns3:firstName>
                <ns3:lastName>Robert</ns3:lastName>
            </user>
            <folder id="14">
                <ns5:name>
                    <ns4:value>cases_closed</ns4:value>
                    <ns4:displayValue>Closed</ns4:displayValue>
                </ns5:name>
            </folder>
        </owner>
        <customer id="1000">
            <ns6:link rel="customer" href="/system/ws/v12/interaction/customer/1000"/>
            <ns6:customerName>John Russel Tierney</ns6:customerName>
        </customer>
        <severity>
            <ns4:value>medium</ns4:value>
            <ns4:displayValue>Medium</ns4:displayValue>
        </severity>
        <subject>Charging is too slow [#1000]</subject>
    </case>
    <case id="1024">
        <link rel="self" href="/system/ws/v12/interaction/case/1024"/>
        <activities>
            <ns2:link rel="activity" href="/system/ws/v12/interaction/activity?case=1024"/>
        </activities>
        <department id="999">
            <ns3:name>Service</ns3:name>
        </department>
        <status>
            <ns4:value>open</ns4:value>
            <ns4:displayValue>Open</ns4:displayValue>
        </status>
        <lastModified date="2016-04-01T02:06:42.000Z">
            <ns4:user id="1002">
                <ns3:name>Frank</ns3:name>
                <ns3:firstName>Frank</ns3:firstName>
                <ns3:lastName>Robert</ns3:lastName>
            </ns4:user>
        </lastModified>
        <dueDate>2016-04-05T07:00:00.000Z</dueDate>
        <owner>
            <user id="1002">
                <ns3:name>Frank</ns3:name>
                <ns3:firstName>Frank</ns3:firstName>
                <ns3:lastName>Robert</ns3:lastName>
            </user>
            <folder id="13">
                <ns5:name>
                    <ns4:value>cases_open</ns4:value>
                    <ns4:displayValue>Open</ns4:displayValue>
                </ns5:name>
            </folder>
        </owner>
        <customer id="1014">
            <ns6:link rel="customer" href="/system/ws/v12/interaction/customer/1014"/>
            <ns6:customerName>Steve Tytler</ns6:customerName>
        </customer>
        <severity>
            <ns4:value>urgent</ns4:value>
            <ns4:displayValue>Urgent</ns4:displayValue>
        </severity>
        <subject>Sound is not clear [#1024]</subject>
    </case>
</cases>

     

JSON

Request

Method URL
GET /ws/v12/interaction/case/1000,1024?$sort=customer&$order=asc

Request headers

Name Value
X-egain-session Valid session ID
Accept application/json
Accept-Language en-US

Response
HTTP/1.1 200 OK

Response headers

Name Value
X-egain-session current session ID
Content-Type application/json

Response body 

{
    "case": [
        {
            "link": {
                "rel": "self",
                "href": "/system/ws/v12/interaction/case/1000"
            },
            "activities": {
                "link": {
                    "rel": "activity",
                    "href": "/system/ws/v12/interaction/activity?case=1000"
                }
            },
            "department": {
                "name": "Service",
                "id": 999
            },
            "status": {
                "value": "closed",
                "displayValue": "Closed"
            },
            "lastModified": {
                "user": {
                    "name": "Frank",
                    "firstName": "Frank",
                    "lastName": "Robert",
                    "id": 1002
                },
                "date": "2016-04-01T01:52:54.000Z"
            },
            "dueDate": "2016-04-20T07:00:00.000Z",
            "owner": {
                "user": {
                    "name": "Frank",
                    "firstName": "Frank",
                    "lastName": "Robert",
                    "id": 1002
                },
                "folder": {
                    "name": {
                        "value": "cases_closed",
                        "displayValue": "Closed"
                    },
                    "id": 14
                }
            },
            "customer": {
                "link": {
                    "rel": "customer",
                    "href": "/system/ws/v12/interaction/customer/1000"
                },
                "customerName": "John Russel Tierney",
                "id": 1000
            },
            "severity": {
                "value": "medium",
                "displayValue": "Medium"
            },
            "subject": "Charging is too slow [#1000]",
            "id": 1000
        },
        {
            "link": {
                "rel": "self",
                "href": "/system/ws/v12/interaction/case/1024"
            },
            "activities": {
                "link": {
                    "rel": "activity",
                    "href": "/system/ws/v12/interaction/activity?case=1024"
                }
            },
            "department": {
                "name": "Service",
                "id": 999
            },
            "status": {
                "value": "open",
                "displayValue": "Open"
            },
            "lastModified": {
                "user": {
                    "name": "Frank",
                    "firstName": "Frank",
                    "lastName": "Robert",
                    "id": 1002
                },
                "date": "2016-04-01T02:06:42.000Z"
            },
            "dueDate": "2016-04-05T07:00:00.000Z",
            "owner": {
                "user": {
                    "name": "Frank",
                    "firstName": "Frank",
                    "lastName": "Robert",
                    "id": 1002
                },
                "folder": {
                    "name": {
                        "value": "cases_open",
                        "displayValue": "Open"
                    },
                    "id": 13
                }
            },
            "customer": {
                "link": {
                    "rel": "customer",
                    "href": "/system/ws/v12/interaction/customer/1014"
                },
                "customerName": "Steve Tytler",
                "id": 1014
            },
            "severity": {
                "value": "urgent",
                "displayValue": "Urgent"
            },
            "subject": "Sound is not clear [#1024]",
            "id": 1024
        }
    ]
}