# createCsCase

mutation · in the family [Customer-support case](/reference/cs-case/)

## What it does

Create a new customer-service case at your organization.

Create a CsCase in the caller's org group. The consumer portal lane is openMyCase. Template class (ring & serve — cases are sales-floor work; hand-derived v21).

## Who may call it

Capability area: **Selling** — Ringing sales, serving customers and issuing invoices.

- Owner
- Manager
- Associate Manager
- Sales Associate
- Cashier
- An API key whose scope allows `api:createCsCase`

## Arguments

| Name | Type | Required | Notes |
| --- | --- | --- | --- |
| `input` | [NewCsCaseInput](/types/NewCsCaseInput/) `NewCsCaseInput!` | yes | No further notes. |

## Returns

[CsCase](/types/CsCase/) `CsCase!` — A CsCase — ONE customer-support interaction (org-group-parented document; guest- OR Consumer-capable): the FSM head of a visibility-split CaseMessage thread. caseType ∈ {return_request, refund_inquiry, product_issue, complaint, general_inquiry, warranty_claim, shipping_issue, order_change, other} (canned + AT-extensible — the ContactRole registry class, never merchant free-form; MUTABLE via update, triage correction is routine CS — ruling). NO description field (ruling — the opening MESSAGE carries the narrative: one spine, zero duplicate state). origin is SERVER-STAMPED by lane (ruling — storefront = the consumer portal · staff = every staff create; IMMUTABLE, param-less). Refs are ref-ONLY (SPEC_CATALOG @375 — 'refs, not gate': validated in-tenant + non-doomed at write, but NO doom arms grow on the referenced constructs and consumer ERASE does NOT cascade here — cases are the MERCHANT's business records \[ruling]; PII scrub =). consumerId/linkedFromCaseId/origin are IMMUTABLE at birth (rulings // — the edit face omits them; the CASEBOOK derived-index row a consumer-ref'd case mints in its create txn is thereby write-once). FSM: open(i) → in_progress ⇄ pending_customer (a consumer reply AUTO-RESUMES — the addMyCaseMessage engine fires caller_op:resume in the SAME commit) · in_progress ⇄ escalated · in_progress → resolved → closed (terminal ▣ immutable — REOPEN AFTER CLOSE = a NEW case linked via linkedFromCaseId, CLOSED-only \[ruling]) · open|in_progress → cancelled (terminal ✦ doomed — spam/duplicate/withdrawn; drops from listings). resolved→closed also carries the DORMANT system:auto_close twin (its producer = the SLA machinery / policy build — parity-with-spec over trigger-pruning, ruling). resolve REQUIRES the typed resolution block PRESENT (the KIT gate — ruling, STRICT; deliberately NOT FSM data). priority/assignedTo/slaDueAt are MANUAL (the routing/SLA build populates them). The cs event domain's FIRST live producer (at.cs.case.\* — ruling). NOT searchable (the book law covers WHO, not interactions).

## Example request

```graphql
mutation ExampleCreateCsCase($input: NewCsCaseInput!) {
  createCsCase(input: $input) {
    id
    sysId
    type
    caption
    status
    parentId
    rootId
    createdAt
    updatedAt
    revisionNum
    revision
    caseType
    priority
    origin
    consumerId
    organizationId
    orderId
    appointmentId
    returnId
    fulfillmentId
    paymentId
    warrantyId
    linkedFromCaseId
    assignedTo
    slaDueAt
  }
}
```

Variables:

```json
{
  "input": {
    "caption": "Blue jeans",
    "caseType": "<case type>"
  }
}
```

Send it with the envelope naming the version: `"extensions": {"at": {"version": {"name":"genesis","number":0}}}`.

## Example response

```json
{
  "data": {
    "createCsCase": {
      "id": "01900000-0000-7000-8000-37386ae00000",
      "sysId": "CS-EXMP-0000-000F",
      "type": "CsCase",
      "caption": "Blue jeans",
      "status": "open",
      "parentId": "01900000-0000-7000-8000-065235280000",
      "rootId": "01900000-0000-7000-8000-a093dd800000",
      "createdAt": "2027-01-31T00:00:00.000Z",
      "updatedAt": "2027-01-31T00:00:00.000Z",
      "revisionNum": 1,
      "revision": "01900000-0000-7000-8000-b7960e180000",
      "caseType": "<case type>",
      "priority": "<priority>",
      "origin": "<origin>",
      "consumerId": "01900000-0000-7000-8000-6e8c92ec0000",
      "organizationId": "01900000-0000-7000-8000-44b781470000",
      "orderId": "01900000-0000-7000-8000-f6d8263a0000",
      "appointmentId": "01900000-0000-7000-8000-d4398f970000",
      "returnId": "01900000-0000-7000-8000-4d4c03d20000",
      "fulfillmentId": "01900000-0000-7000-8000-82dcede40000",
      "paymentId": "01900000-0000-7000-8000-a7c488a40000",
      "warrantyId": "01900000-0000-7000-8000-5da144780000",
      "linkedFromCaseId": "01900000-0000-7000-8000-f5ec54b10000",
      "assignedTo": "01900000-0000-7000-8000-f10ad02c0000",
      "slaDueAt": "2027-01-31T00:00:00.000Z"
    }
  },
  "extensions": {
    "at": {
      "callId": "01EXAMPLE-CALL-ID",
      "version": {
        "requested": {
          "name": "genesis",
          "number": 0
        },
        "serviced": {
          "name": "genesis",
          "number": 0
        }
      }
    }
  }
}
```

## Errors this call can answer

- `VALIDATION/INVALID` — Something in the request is not valid. ([VALIDATION](/errors/VALIDATION/))
- `AUTHN/REQUIRED` — Sign in to do this. ([AUTHN](/errors/AUTHN/))
- `AUTHZ/FORBIDDEN` — Your role does not allow this action. ([AUTHZ](/errors/AUTHZ/))
- `RATE_LIMIT/THROTTLED` — Too many requests in a short time. ([RATE_LIMIT](/errors/RATE_LIMIT/))
- `NOT_FOUND/*` — That record could not be found. ([NOT_FOUND](/errors/NOT_FOUND/))
- `CONFLICT/*` — The record’s state, or a change made in the meantime, does not allow this; the codes are on the CONFLICT page. ([CONFLICT](/errors/CONFLICT/))
- `VALIDATION/VERSION_REQUIRED` — The request did not say which app version it came from. ([VALIDATION](/errors/VALIDATION/))

## Dry run

Add `dryRun: true` to the request envelope (`extensions.at`) to rehearse this call: every check runs, the write is rehearsed against the current records and nothing is stored; the answer is the refusal a real call would give, or the record it would create. Every response to a rehearsal carries `dryRun: true`, so a rehearsed record is never mistaken for a saved one.

## Used in

- [Handle a customer case from first message to close](/use-cases/handle-a-customer-case/)