Updated on 2025-03-31 GMT+08:00

Querying Case Details

Description

This interface is invoked to query case details by case ID.

Method

GET

URI

https://Domain name/service/AICC__Case/1.0.0/openapi/case/{id} (For example, the domain name is service.besclouds.com.)

Request Description

Table 1 Request header parameters

No.

Parameter

Type

Mandatory or Not

Description

1

Content-Type

String

Yes

Request body type, which is JSON

2

access-token

String

Yes

Token for a user to access a tenant space. For details, see 2.

Table 2 Request body parameter

No.

Parameter

Type

Length (Bytes)

Mandatory or Not

Description

1

id

String

20

Yes

Case ID

If the case type involved in the case details query is associated with a customized case template, extended fields in the case template can be added to the request body.

Response Description

  • Status code: 200
Table 3 Response body parameters

No.

Parameter

Type

Mandatory or Not

Description

1

caseInfo

Object

Yes

Basic case information. For details about the parameters of this object, see Table 4.

2

caseTrace

CaseTrace []

No

Case track. For details about the parameters of this object, see Table 5.

3

customerInfo

Object

No

Case contact information. The contact query interface is invoked based on the customer ID. For details, see Table 6.

4

tasks

Object []

No

Task information. For details about the parameters of this object, see Table 4.

5

isFollower

Boolean

Yes

Whether the case is followed or not

Table 4 caseInfo parameters

No.

Parameter

Type

Mandatory or Not

Description

1

id

String

Yes

Case ID

2

caseNo

String

Yes

Case No.

3

status

String

Yes

Case status

dataType: SingleSelect

Value range:

0. Completed (default value)

Other values are defined by the business side.

4

title

String

No

Case title

5

priority

String

No

Priority

dataType: SingleSelect

Value range:

  • Critical
  • High
  • Medium
  • Low

6

parentId

String

No

Parent case ID

7

ownerId

String

Yes

Handler ID

8

origin

String

Yes

Priority

dataType: SingleSelect

Value range:

  • Voice
  • Whatsapp
  • webchat
  • Email

9

isUpgraded

Boolean

Yes

Whether the case is upgraded

10

extternalNo

String

Yes

External case No.

11

dueDate

Datetime

No

Deadline, in YYYY-MM-DD HH:mm:ss format

12

description

String

Yes

Case description

13

creatorId

String

Yes

Case handler ID

14

createdDate

Datetime

Yes

Creation time, in YYYY-MM-DD HH:mm:ss format

15

contactId

String

No

Contact ID

16

reason

String

Yes

Case reason category

17

contactPhone

String

No

Contact phone number

18

state

String

Yes

Task status

dataType: SingleSelect

Value range:

  • Completed
  • Pending
  • Processing

19

stayDate

String

Yes

Stay duration of the current case status, in YYYY-MM-DD HH:mm:ss format

20

suspendAccumulatedTime

Integer

Yes

Case stay duration, in minutes. The value ranges from 1 to 1439999.

21

suspendDate

String

Yes

Time when the case is suspended, in YYYY-MM-DD HH:mm:ss format

22

type

String

Yes

Case type ID, which is associated with the CaseType table

23

closedDate

Datetime

No

Closure time

24

attachment

String

No

Case attachment

25

creatorName

String

Yes

Creator name

26

ownerName

String

Yes

Handler name

Table 5 CaseTrace parameters

No.

Parameter

Type

Mandatory or Not

Description

1

creatorId

String

Yes

Case handler ID

2

creatorName

String

Yes

Case handler name

3

type

String

Yes

Handling type

dataType: SingleSelect

Value range:

  • Iternal
  • Email
  • SMS
  • CreateTask
  • Social
  • CreateCase

4

relatedId

String

No

Associated record ID

5

title

String

No

Title

6

description

String

No

Handling description

7

from

String

No

Sender ID

8

fromName

String

No

Sender name

9

toAddress

String

No

Recipient's email address

10

createdDate

String

No

Track handling time

11

attachment

String

No

Track attachment

Table 6 customerInfo parameters

No.

Parameter

Type

Mandatory or Not

Description

1

id

String

Yes

Customer ID

2

name

String

No

Customer name

3

nickName

String

No

Customer nickname

4

gender

String

No

Customer gender

5

firstName

String

No

First name

6

middleName

String

No

Middle name

7

lastName

String

No

No

Last name

8

age

String

No

Customer age

9

birthDay

String

No

Customer birthday

10

title

String

No

Title

11

status

String

No

Status

12

website

String

No

Website

13

bindAccount

String

No

Bound account

14

address

String

No

Title

15

phone

String

No

Phone number

16

cellphone

String

No

Mobile number

17

channel

String

No

Channel

18

customerName

String

No

Customer name

19

description

String

No

Customer description

20

level

String

No

Level

21

organizationId

String

No

OU information table ID

22

picture

String

No

Image

23

remark

String

No

Remarks

24

email

String

No

Email address

25

fax

String

No

Fax number

26

createdDate

Datetime

Yes

Creation time

27

lastModifiedDate

Datetime

Yes

Last modification time

Example

Scenario: Query case details.

URL: https://Domain name/service/AICC__Case/1.0.0/openapi/case/{id}

  • Request header
{
 "Content-Type": "application/json",
 "access-token": "0000000000************7bm63KsRmEztTvyA="
}
  • Request body
{"id": "c6m800000149ndrHRVNQ"}
  • Response header
{ "connection": "keep-alive",
 "Content-Length": "16",
"Content-Type": "application/json%3Bcharset=UTF-8"}
  • Response parameters
{"resCode": "0", "resMsg": "Success", "result": [   {     "caseInfo": {       "AICC__IsCanced__CST": false,       "AICC__IsSuspend__CST": false,       "AICC__Origin__CST.name": "Email",       "AICC__Priority__CST.name": "Critical",       "AICC__Reason__CST.name": "",       "AICC__State__CST.name": "Processing",       "AICC__Status__CST.name": "y",       "AICC__Type__CST.__objectType": "AICC__CaseType__CST",       "AICC__Type__CST.name": "",       "AICC__test1__CST": null,       "attachment": "",       "caseNo": "000000000000000000000000035013",       "closedDate": null,       "contactId": "ciIy0000012YLAA4Dulc",       "contactPhone": null,       "createdDate": "2023-06-16 16:25:22",       "creatorId": "10gd000000rDybBRYkuu",       "creatorName": "ServiceCloud",       "description": "test",       "dueDate": "2023-06-30 00:00:00",       "extternalNo": null,       "id": "c6m800000149ndrHRVNQ",       "isUpgraded": false,       "origin": "Email",       "ownerId": "10gg000000sGyLvwHvOK",       "ownerName": "ServiceCloud",       "parentId": null,       "priority": "Critical",       "reason": null,       "state": "Processing",       "status": "y",       "stayDate": null,       "suspendAccumulatedTime": null,       "suspendDate": null,       "title": "test",       "type": "cvmC00000149NzxF1ePA"     },     "caseTrace": [       {         "createdDate": "2023-06-16 16:25:22",         "creatorId": "10gd000000rDybBRYkuu",         "creatorName": "ServiceCloud",         "description": null,         "from": null,         "fromName": null,         "relatedId": null,         "title": null,         "toAddress": null,         "type": "CreateCase"       }     ],     "customerInfo": {       "customerInfo": {         "address": {           "addressLine1": null,           "addressLine2": null,           "addressLine3": null,           "addressLine4": null,           "addressLine5": null,           "addtionalAddress": "test",           "area": null,           "block": null,           "buildingNo": null,           "city": null,           "country": null,           "defaultBillingAddress": false,           "defaultShippingAddress": false,           "firstName": null,           "id": "cw8O0000012YLAA6D6g4",           "label": null,           "lastName": null,           "middleName": null,           "phoneNumber1": null,           "phoneNumber2": null,           "province": null,           "roomNo": null,           "street": null,           "subjectId": "ciIy0000012YLAA4Dulc",           "title": null,           "town": null,           "zip": null         },         "age": null,         "bindAccount": [],         "birthDay": null,         "cellPhone1": "555555",         "cellPhone2": null,         "cellPhone3": null,         "channel": null,         "createdDate": "2023-04-17 18:13:53",         "customFied": null,         "customerName": "test5",         "description": null,         "email": "yh5@huawei.com",         "email1": null,         "email2": null,         "fax": null,         "firstName": null,         "gender": "male",         "id": "ciIy0000012YLAA4Dulc",         "lastModifiedDate": "2023-04-17 18:14:51",         "lastName": null,         "level": null,         "middleName": null,         "name": null,         "nickName": null,         "organization": {           "description": null,           "email": null,           "fax": null,           "fixedPhone": null,           "id": "cBbs0000012YLAA3eiVU",           "industry": null,           "logo": null,           "organizationName": "test",           "scale": null,           "summary": null,           "website": null         },         "organizationId": "cBbs0000012YLAA3eiVU",         "phone": null,         "phone1": null,         "phone2": null,         "phone3": null,         "picture": null,         "remark": null,         "status": null,         "title": null,         "userId": null,         "website": null       }     },     "isFollower": false,     "tasks": []   } ]}