3 Reference
3.1 Permissions
The Case Management Module has the following permission set:
| Permission Name | Description |
|---|---|
| CASE_ACTIVITY_VIEW | Enables the holder to view activities associated to a case. |
| CASE_ALL | Grants the holder access to perform any Case Management Module functionality.This is permission should only be given to top level administrators. |
| CASE_AUTOCLOSE_VIEW | Grants the holder access to view resolved cases which are eligible for auto-closure. |
| CASE_CANCEL | Grants the holder access to perform the Cancel action on an existing Case Instance. |
| CASE_CHECK_DUE_DATES | Grants the holder access to check whether or a due date has been exceeded. |
| CASE_CHECK_SLA | Grants the holder access to check whether a SLA for non-complete case instance has been exceed or about to (i.e. warning) |
| CASE_COMMENT | Grants the holder access to create a comment for a case instance |
| CASE_COMMENT_VIEW | Grants the holder access to view comments for a case instance. |
| CASE_COMPLETE | Grants the holder access to perform the Complete action on an existing Case Instance. |
| CASE_CREATE | Grants the holder access to create a Case Instance. |
| CASE_DEF_CREATE | Grants the holder access to create a Solution, Process, or a Case Type |
| CASE_DEF_DELETE | Grants the holder to delete a Solution, Process, or a Case Type. |
| CASE_DEF_EDIT | Grants the holder access to edit a Solution, Process, or a Case Type. |
| CASE_DEF_UPLOAD | Enables the holder to upload workflow documents for to Case Type. |
| CASE_DEF_UPLOAD_REMOVE | Enables the holder to remove workflow documents from a Case Type. |
| CASE_DEF_VIEW | Grants the holder access to view a Solution, Process, or a Case Type |
| CASE_DOC_REMOVE | Enables the holder to remove attached documents to a Case Instance |
| CASE_DOC_UPLOAD | Enables the holder to upload documents to a Case Instance. |
| CASE_DOC_VIEW | Enables the holder to retrieve and view documents attached to a Case Instance |
| CASE_EDIT | Grants the holder access to update an existing Case Instance. |
| CASE_HOLD | Grants the holder access to perform the On Hold action on an existing Case Instance. |
| CASE_INITIATOR_COMMENT | Grants the holder access to create an initiator comment on an existing Case Instance. |
| CASE_INPUT | Grants the holder access to perform the Request Input action on an existing Case Instance. |
| CASE_INSTANCE_PROXY_SAVE | Grants the holder access to update an existing Case Instance on behalf of someone else. |
| CASE_OPEN | Grants the holder access to perform the Open action on an existing Case Instance. |
| CASE_PRIORITY_CREATE | Grants the holder access to create Case Priorities. |
| CASE_PRIORITY_DELETE | Grants the holder access to delete Case Priorities. |
| CASE_PRIORITY_EDIT | Grants the holder access to edit existing Case Priorities. |
| CASE_PRIORITY_VIEW | Grants the holder access to view existing Case Priorities. |
| CASE_PROCESS | Grants the holder access to perform the Process action on an existing Case Instance. |
| CASE_REOPEN | Grants the holder access to perform the Reopen action on an existing Case Instance. |
| CASE_RESOLVE | Grants the holder access to perform the Resolve action on an existing Case Instance. |
| CASE_VIEW | Grants the holder access to view existing Case Instances. |
| CASE_VIEW_ASSIGNED | Grants the holder access to view existing assigned Case Instances. |
| CASE_VIEW_MINE | Grants the holder access to view existing Case Instances initiated by themselves. |
| CASE_VIEW_UNASSIGNED | Grants the holder access to view existing unassigned Case Instances. |
3.2 Module Return Codes
The following success/error codes may be returned by the Case Management REST endpoints:
Success Codes
CASE0100 Case Solution saved successfully.
CASE0102 Case Solution updated successfully.
CASE0104 Case Solution deleted successfully.
CASE0200 Case Process saved successfully.
CASE0202 Case Process updated successfully.
CASE0204 Case Process deleted successfully.
CASE0300 Case Type saved successfully.
CASE0302 Case Type updated successfully.
CASE0304 Case Type deleted successfully.
CASE0400 Case Priority saved successfully.
CASE0402 Case Priority updated successfully.
CASE0404 Case Priority deleted successfully.
CASE0500 Document removed successfully.
CASE0510 Document upload saved successfully.
CASE0600 Case Instance created successfully.
CASE0602 Case Instance updated Successfully.
CASE0609 Comment created successfully.
CASE0612 Case was set to state Open successfully.
CASE0615 Case was set to state In Process successfully.
CASE0617 Case was set to state Request User Input successfully.
CASE0619 The Case was set to state Resolved successfully.
CASE0621 The Case was set to state Completed successfully.
CASE0623 Your comment was added successfully.
CASE0625 Your comment was added successfully.
CASE0627 Case was set to state Placed On Hold successfully.
CASE0629 The case was to state Canceled successfully.
CASE0631 The Case was to state Reopened successfully.
CASE0636 Tag created successfully.
CASE0637 Tag have been remove successfully.
CASE0642 The case was claimed successfully
CASE0644 The case was unclaimed successfully
CASE0701 Message has been sent.
CASE0702 Received Message successfully.
CASE0800 Workflow uploaded successfully.
CASE0802 Workflow removed successfully.
CASE0804 Decision tree upload successfully.
CASE0806 Decision tree remove successfully.
CASE0814 Status decision tree upload successfully.
CASE0816 Status decision tree remove successfully.
CASE9006 Checking of the requested SLA(s) was successful.
CASE9008 Successfully checked Due Dates.
Error Codes
CASE0100 Case Solution saved successfully.
CASE0102 Case Solution updated successfully.
CASE0104 Case Solution deleted successfully.
CASE0200 Case Process saved successfully.
CASE0202 Case Process updated successfully.
CASE0204 Case Process deleted successfully.
CASE0300 Case Type saved successfully.
CASE0302 Case Type updated successfully.
CASE0304 Case Type deleted successfully.
CASE0400 Case Priority saved successfully.
CASE0402 Case Priority updated successfully.
CASE0404 Case Priority deleted successfully.
CASE0500 Document removed successfully.
CASE0510 Document upload saved successfully.
CASE0600 Case Instance created successfully.
CASE0602 Case Instance updated Successfully.
CASE0609 Comment created successfully.
CASE0612 Case was set to state Open successfully.
CASE0615 Case was set to state In Process successfully.
CASE0617 Case was set to state Request User Input successfully.
CASE0619 The Case was set to state Resolved successfully.
CASE0621 The Case was set to state Completed successfully.
CASE0623 Your comment was added successfully.
CASE0625 Your comment was added successfully.
CASE0627 Case was set to state Placed On Hold successfully.
CASE0629 The case was to state Canceled successfully.
CASE0631 The Case was to state Reopened successfully.
CASE0636 Tag created successfully.
CASE0637 Tag have been remove successfully.
CASE0642 The case was claimed successfully
CASE0644 The case was unclaimed successfully
CASE0701 Message has been sent.
CASE0702 Received Message successfully.
CASE0800 Workflow uploaded successfully.
CASE0802 Workflow removed successfully.
CASE0804 Decision tree upload successfully.
CASE0806 Decision tree remove successfully.
CASE0814 Status decision tree upload successfully.
CASE0816 Status decision tree remove successfully.
CASE9006 Checking of the requested SLA(s) was successful.
CASE9008 Successfully checked Due Dates.
3.3 Structured Case Instance Attributes
This section describes the structured attributes available for every case instance, regardless of the case type.
| Attribute | Description |
|---|---|
| id | The unique GUID of the case instance |
| caseTypeId | The GUID of the corresponding case type id. Each case instance must be associated to a case type. |
| caseTypeName | The label of the corresponding case type. |
| solutionName | The label of the solution to which the case type belongs. All case types belong to one and only one process and each process belongs to one and only one solution. |
| processName | The label of the process to which the case type belongs. All case types belong to one and only one process. |
| displayId | The user-friendly unique id of the case instance. The displayId has the format: CM[client_id]-[sequence] |
| priority | The priority of the case instance |
| state | The current state of the case instance. An example state is OPENED. |
| stateLabel | The more user-friendly label of the current state of the case instance – ex Opened. |
| details | Contains a brief summary of the case/incident. This attribute should be considered as the title of the case/incident/ |
| description | Contains the body of the case. The specific details of the case should be placed in this attribute. |
| comments | A list of comments saved against the case instance. Each comment is added individually to the list and contains appropriate audit details of when and who made the comment. |
| documents | A list of document metadata (including a link to the actual document) attached to the case/incident. |
| tags | A list of tags associated to the case instance. |
| initiatorId | The id of the case initiator. The initiatorType attribute helps provide context of the initiatorId attribute (see below). The initiatorId may not be the user actually creating the case if the case is being created on behalf of another user. If so, the initiatorId is the id of the requesting user/customer. |
| initiatorType | Currently, the case management module supports only USER and CUSTOMER initiatorType. If type is USER, then the initiatorId is either a userId from the Thinx! Platform or other user id from a third party UMA environment. If the initiatorType is CUSTOMER, then the initiatorId is considered to be a customer id from the Thinx! CRM module or other third party CRM platform. |
| firstName | The first name of the case initiator |
| assignedToUsers | The list of users to whom the case is assigned. The list may be empty indicating that the case is either unassigned or assigned to a group of users (see below). The case instance is unassigned if both the assignedToUsers and assignedToGroups lists are empty. |
| assignedToGroups | The list of groups to whom the case is assigned. The list may be empty indicating that the case is either unassigned or assigned to individual users. The case instance is unassigned if both the assignedToUsers and assignedToGroups lists are empty. |
| location | The name of the location associated with the case |
| locationId | The GUID of the location associated with the case. The GUID is always generated by the Thinx! Platform when locations are added. |
| locationCode | The code of the location associated with the case. The code can be the organization’s specific id. |
| slaInstanceIds | The list of an SLA instances associated to the case. The SLA instance Ids are generated when the case is created. |
| messageWarnedSLAs | The list of SLA ids which have already been warned (i.e. marked yellow). This list help prevents the system from sending multiple warnings. |
| resolution | Contains a description of the resolution provided by the case worker. |
| resolvedBy | The user id of the case worker who marked the case as resolved. |
| resolutionDate | The date and timestamp when the case was marked as resolved. |
| caseRelation | If the current case was transferred from another case, this attribute contains select metadata from the original case instance. |
| completedPercent | The current estimated completion percent of the case instance. |
| dueDate | The date and time by which the case instance should be resolved. |
| dueDateWarning | The date and time on which the assigned to user(s) and/or group(s) will receive a warning email (if configured). |
| markedDueDateExceeded | Indicates that the due date exceeded email has been triggered (if configured). |
| markedDueDateWarning | Indicates that the due date warning email has been triggered (if configured). |
| watchers | The list of users who are “watching” the case. Notifications will be sent to this list of watchers |
| milestones | The list of Milestones triggered on the case instance. |
3.4 Scheduled Job Reference
The Case Management module utilizes the Thinx! Platform Scheduler service to run 3 jobs:
- CaseAutoCloseJob
- CaseDueDateCheckJob
- CaseSLACheckJob
These jobs are described in detail below.
The parameters for each job can be administered via the Scheduler page found in the My Accounts site area on the Thinx! Platform.
CaseAutoCloseJob
The AutoCloseJob runs every hour and checks to see if there are any RESOLVED case instances which can be marked as CLOSED. Each case type can be configured with an auto close time in hours (see the Managing Case Types section above). When a case instance of such a configured case type is in RESOLVED state longer then the number of hours, then the CaseAutoClose job will attempt to change the state of the case instance to CLOSED.
The CaseAutoCloseJob consists of two steps:
- Determine which RESOLVE case instances should be automatically marked as CLOSED.
- Update the state of the case instances identified in step 1.
When the Thinx! Platform Scheduler invokes the CaseAutoCloseJob, it connects to a REST API endpoint to determine which case instances can be marked as CLOSED (step 1). Once it determines the case instances, it places an event notification on a queue to change the state of the case instance to CLOSED (step 2). Once all requests have been placed on the queue, the CaseAutoCloseJob ends. The Case Management module processes the notifications in the queue asynchronously and updates the case instances’ state to CLOSED.
The CaseSLACheckJob has the following parameters:
| Parameter | Description |
|---|---|
| case_auto_close_job | The Case Management REST endpoint used by the scheduler to determine which RESOLVED case instances can be marked as COMPLETED. This endpoint defaults to the production endpoint. You should not need to change this parameter, unless you’ve created a separate endpoint. |
| oauth_client | The OAuth client id used by the Scheduler to connect to the Auto-close REST endpoint within Case Management. This OAuth client id should be generated from the User Management’s OAuth screen.
The OAuth client must be given the CASE_AUTOCLOSE_VIEW or CASE_ALL permission in order to access this endpoint. Administrators will need to provide a value for this parameter during module set up. |
| oauth_secret | The OAuth secret used by the oauth_client parameter in the OAuth connection to the Auto-close REST endpoint. This password is generated when creating the OAuth client id in the User Management’s OAuth screen.
Administrators will need to provide a value for this parameter during module set up. |
| aws_access_key_id | The access key id (user) used by the Thinx! Platform Scheduler service to connect to the Case Management event notification queue. This value is generated during the module activation and should not be changed. |
| aws_secret_key | The access key secret used by the Thinx! Platform Scheduler service to connect to the Case Management event notification queue. This value is generated during the module activation and should not be changed. |
| sqs_queue_name | The name of the Case Management event notification queue. This value is generated during the module activation and should not be changed. |
CaseDueDateCheckJob
The CaseDueDateCheckJob runs every 15 minutes and checks any case instance that is not in the state CANCELED or COMPLETED for any Due Date warnings or violations. The case instances must be of a case type with Due Date configuration provide and must be of case type explicitly specified in order for the job to calculate a violation. Additionally, if a warning or violation has occurred, the job will not re-warn or re-violate that Due Date.
When the Thinx! Platform Scheduler invokes the CaseDueDateCheckJob, it connects to a REST API endpoint within the Case Management module to perform the actual check. Therefore, the Scheduler needs the appropriate connection information (see below).
The CaseDueDateCheckJob has the following parameters:
| Parameter | Description |
|---|---|
| case_due_date_check_job | The endpoint used by the scheduler to check the Due Dates. This endpoint defaults to the production endpoint. You should not need to change this parameter, unless you’ve created a separate endpoint. |
| case_type_ids | The Check Due Date endpoint must be provided the case type guids for which it should perform the due date check. If no guids are provided, then no due date validations will be performed.
This value is empty by default. Provide a comma delimited list of case type guids to check. |
| oauth_client | The OAuth client id used by the Scheduler to connect to the Check Due Date endpoint within Case Management. This OAuth client id should be generated from the User Management’s OAuth screen.
The OAuth client must be given the CASE_CHECK_DUE_DATES or CASE_ALL permission in order to access this endpoint. Administrators will need to provide a value for this parameter during module set up. |
| oauth_secret | The OAuth secret used by the oauth_client parameter in the OAuth connection to the check Due Date REST endpoint. This password is generated when creating the OAuth client id in the User Management’s OAuth screen.
Administrators will need to provide a value for this parameter during module set up. |
| param_continue | Indicates whether processing should continue if an error is occurred when checking Due Date(s) for a case instance. The Check Due Date functionality identifies case instances whose Due Dates need to be checked. The check on each case instance are done sequentially. If an error is encountered while checking the Due Date, the processing can be configured to continue.
The default value is true. If set to false, then upon receiving an error, the job will stop and report an error. |
CaseSLACheckJob
The CaseSLACheckJob runs every 5 minutes and checks any case instance that is not in the state CANCELED or COMPLETED for any SLA warnings or violations. The case instances must have an SLA instance id associated with them in order for the job to calculate a violation. Additionally, if a warning or violation has occurred, the job will not re-warn or re-violate that SLA.
When the Thinx! Platform Scheduler invokes the CaseSLACheckJob, it connects to a REST API endpoint within the Case Management module to perform the actual check. Therefore, the Scheduler needs the appropriate connection information (see below).
The CaseSLACheckJob has the following parameters:
| Parameter | Description |
|---|---|
| case_sla_check_job | The endpoint used by the scheduler to check the SLAs. This endpoint defaults to the production endpoint. You should not need to change this parameter, unless you’ve created a separate endpoint. |
| oauth_client | The OAuth client id used by the Scheduler to connect to the Check SLA endpoint within Case Management. This OAuth client id should be generated from the User Management’s OAuth screen.
The OAuth client must be given the CASE_CHECK_SLA or CASE_ALL permission in order to access this endpoint. Administrators will need to provide a value for this parameter during module set up. |
| oauth_secret | The OAuth secret used by the oauth_client parameter in the OAuth connection to the check SLA REST endpoint. This password is generated when creating the OAuth client id in the User Management’s OAuth screen.
Administrators will need to provide a value for this parameter during module set up. |
| param_continue | Indicates whether processing should continue if an error is occurred when checking SLA(s) for a case instance. The Check SLA functionality identifies case instances whose SLAs need to be checked. The check on each case instance are done sequentially. If an error is encountered while checking the SLA, the processing can be configured to continue.
The default value is true. If set to false, then upon receiving an error, the job will stop and report an error.
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