Handle a customer case from first message to close

Open the case, reply to the customer or leave staff-only notes, and move it through its life — take it, resolve it, close it.

Customers · a play in 3 steps.

The steps

1. Open the case. — createCsCase
2. Reply — visible to the customer, or a staff-only note; messages are permanent. — addCaseMessage
3. Move the case on — take it, resolve it, close it. — transitionCsCase

The calls

Every operation this use case runs, in the order it first appears, with the request and the response its reference page shows.

createCsCase

createCsCase — mutation · Create a new customer-service case at your organization.

Example request

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:

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

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

Example response

{
  "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
        }
      }
    }
  }
}

addCaseMessage

addCaseMessage — mutation · Add a reply to a customer-service case, as staff.

Example request

mutation ExampleAddCaseMessage($input: NewCaseMessageInput!) {
  addCaseMessage(input: $input) {
    id
    type
    caption
    status
    parentId
    rootId
    createdAt
    updatedAt
    revisionNum
    revision
    authorKind
    authorId
    visibility
    body
  }
}

Variables:

{
  "input": {
    "caseId": "01900000-0000-7000-8000-4559fce40000",
    "body": "Restock before the weekend.",
    "visibility": "<visibility>"
  }
}

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

Example response

{
  "data": {
    "addCaseMessage": {
      "id": "01900000-0000-7000-8000-37386ae00000",
      "type": "<type>",
      "caption": "Blue jeans",
      "status": "<status>",
      "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",
      "authorKind": "<author kind>",
      "authorId": "01900000-0000-7000-8000-0046e40b0000",
      "visibility": "<visibility>",
      "body": "Restock before the weekend."
    }
  },
  "extensions": {
    "at": {
      "callId": "01EXAMPLE-CALL-ID",
      "version": {
        "requested": {
          "name": "genesis",
          "number": 0
        },
        "serviced": {
          "name": "genesis",
          "number": 0
        }
      }
    }
  }
}

transitionCsCase

transitionCsCase — mutation · Move a service case through its life — take it, resolve it, close it, or cancel it.

Example request

mutation ExampleTransitionCsCase($id: ID!, $revision: ID!, $op: CsCaseTransitionOp!, $reason: String) {
  transitionCsCase(id: $id, revision: $revision, op: $op, reason: $reason) {
    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:

{
  "id": "01900000-0000-7000-8000-37386ae00000",
  "revision": "01900000-0000-7000-8000-b7960e180000",
  "op": "start",
  "reason": "Correcting a miscount."
}

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

Example response

{
  "data": {
    "transitionCsCase": {
      "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
        }
      }
    }
  }
}