Detailed Description

Get Cases by IDs

Overview

This API allows users to retrieve one or more cases identified by case IDs. To provide multiple IDs, a comma separated string must be used in request URI. A maximum of 75 IDs is allowed per request. Neither pagination nor range query parameters are supported by this API.

Since: 11.6

APIs

Method	URL	Description
GET	`/ws/v12/interaction/case/{IDs}`	Retrieve cases by their IDs. {IDs}: a comma separated string of case IDs.

Authentication

Authentication is required. The client must be logged in to call this API. Each API request must contain X-egain-session request header returned by Login API.

Permissions

All of the following are required:

'View Agent Console' action.
All requested cases must satisfy one of the following:
- case belongs to user's home department;
- case belongs to a department where the user is a foreign user;
- the department of the case is shared with the department of the user, and as part of this sharing, activity sharing is enabled as well.

Licenses

The logged in user must have the following licenses:

Any User Licenses

Request

Request headers

Name	Description	Allowed values	Default value
X-egain-session	Session ID obtained from Login API response header	N/A	N/A
Accept	Content type accepted by client	`application/xml` or `application/json`	N/A
Accept-Language	Language locale accepted by client (used for locale specific fields in resource representation and in error responses)	Supported 'Accept-Language' header codes	`default system language`

Supported API specific query parameters

None

Supported common query parameters

Refer to Supported Common Query Parameters in ECE REST API page for detailed description of each common parameter listed below.

$attribute - Values of $attribute common parameter supported by Case Resource

Response

Response headers

Name	Description	Possible values
X-egain-session	Session ID of the current user session	N/A
Content-Type	Media type of response body	`application/xml` or `application/json`

Response body xml schemas

schema-interaction-Cases - used in case of success
schema-kb-WSError - used in case of error

Summary attributes always returned in server response

Summary attributes of Case Resource

Additional attributes returned in server response if explicitly requested by client

Server can be prompted to return additional attributes of resource representation using $attribute common query parameter.
See Values of $attribute common parameter supported by Case Resource for the list of allowed attribute names.

HTTP status codes

Success Status codes

200 - OK

The request was successfully executed

Failure Status codes

400 - Bad Request

Unsupported query or common parameter in request URL
Invalid value of common parameter in request URL (e.g., unallowed value of $order, unsupported $attribute value etc.)
$order provided without $sort
More than 75 IDs are supplied in request URL

401 - Unauthorized

X-egain-session request header is missing
Session is invalid or expired

403 - Forbidden

The user does not have sufficient permissions to view one or more of the requested resources

404 - Not Found

One or more of the requested resource IDs does not exist

406 - Not Acceptable

Invalid 'Accept-Language' header value

500 - Internal server error

Examples:

Example 1 - Get summary attributes for a single case
Example 2 - Get all attributes for a single case
Example 3 - Get summary attributes and additional attributes for multiple cases
Example 4 - Get multiple cases sorted on department
Example 5 - Get multiple cases sorted on customer name