Detailed Description

Examples for Case Lookup

Example 1 - Lookup case with email attribute

This example demonstrates the following:

Lookup for cases based on emailId. sorting and default page number. Note that the results would be the same even if the default sorting was explicitly specified.

JSON

Request

Method	URL
POST	`/ws/v20/interaction/case/lookup`

Request headers

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

Response
HTTP/1.1 200 OK

Request body:

{
  "email": "jhenry@customer.com"
}

Response headers

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

Response body

{
  "case": [
    {
      "link": [
        {
          "rel": "self",
          "href": "/system/ws/v20/interaction/case/1000"
        }
      ],
      "activities": {
        "link": [
          {
            "rel": "activity",
            "href": "/system/ws/v20/interaction/activity?case=1000"
          }
        ]
      },
      "department": {
        "name": "Service",
        "id": "999"
      },
      "status": {
        "value": "open",
        "displayValue": "Open"
      },
      "lastModified": {
        "user": {
          "name": "Frank",
          "id": "1012"
        },
        "date": "2021-08-25T13:18:25.000Z"
      },
      "customer": {
        "link": [
          {
            "rel": "customer",
            "href": "/system/ws/v20/interaction/customer/1000"
          }
        ],
        "customerName": "John Russel Tierney",
        "id": "1000"
      },
      "severity": {
        "value": "medium",
        "displayValue": "Medium"
      },
      "subject": "Charging is too slow [#1000]",
      "id": "1000"
    }
  ],
  "paginationInfo": {
    "count": 1,
    "pagenum": 1,
    "pagesize": 25
  }
}

Example 2 - Lookup for cases by department name.

This example demonstrates the following:

Lookup for cases based on department. sorting and default page number. Note that the results would be the same even if the default sorting was explicitly specified.

JSON

Request

Method	URL
POST	`/ws/v20/interaction/case/lookup`

Request body:

{
  "department": "Service"
}

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/v20/interaction/case/1000"
        }
      ],
      "activities": {
        "link": [
          {
            "rel": "activity",
            "href": "/system/ws/v20/interaction/activity?case=1000"
          }
        ]
      },
      "department": {
        "name": "Service",
        "id": "999"
      },
      "status": {
        "value": "open",
        "displayValue": "Open"
      },
      "lastModified": {
        "user": {
          "name": "Frank",
          "id": "1012"
        },
        "date": "2021-08-25T13:18:25.000Z"
      },
      "customer": {
        "link": [
          {
            "rel": "customer",
            "href": "/system/ws/v20/interaction/customer/1000"
          }
        ],
        "customerName": "John Russel Tierney",
        "id": "1000"
      },
      "severity": {
        "value": "medium",
        "displayValue": "Medium"
      },
      "subject": "Charging is too slow [#1000]",
      "id": "1000"
    }
  ],
  "paginationInfo": {
    "count": 1,
    "pagenum": 1,
    "pagesize": 25
  }
}

Example 3 - Lookup for cases by multiple attributes

This example demonstrates the following:

Lookup cases based on all the attributes.

JSON

Request

Method	URL
POST	`/ws/v20/interaction/case/lookup`

Request body:

{
  "customer": "1001",
  "email": "jhenry@customer.com",
  "phone": "408-222-9898",
  "status": "open",
  "custom": {
    "name": "customer_rating",
    "value": "5"
  },
  "createdDate": "[2022-03-23T08:39:16.000Z,2022-04-28T09:39:16.000Z]",
  "lastModifiedDate": "[2022-03-24T08:39:16.000Z,2022-05-27T09:40:00.000Z]",
  "department": "Service",
  "ownerId": "1010",
  "lastClosedDate": "[2022-09-24T08:39:16.000Z,2022-10-07T18:39:16.000Z]"
}

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/v20/interaction/case/1000"
        }
      ],
      "activities": {
        "link": [
          {
            "rel": "activity",
            "href": "/system/ws/v20/interaction/activity?case=1000"
          }
        ]
      },
      "department": {
        "name": "Service",
        "id": "999"
      },
      "status": {
        "value": "open",
        "displayValue": "Open"
      },
      "lastModified": {
        "user": {
          "name": "Frank",
          "id": "1012"
        },
        "date": "2021-08-25T13:18:25.000Z"
      },
      "customer": {
        "link": [
          {
            "rel": "customer",
            "href": "/system/ws/v20/interaction/customer/1000"
          }
        ],
        "customerName": "John Russel Tierney",
        "id": "1000"
      },
      "severity": {
        "value": "medium",
        "displayValue": "Medium"
      },
      "subject": "Charging is too slow [#1000]",
      "id": "1000"
    }
  ],
  "paginationInfo": {
    "count": 1,
    "pagenum": 1,
    "pagesize": 25
  }
}