Overview
Use this API to close a single case.
For this API to execute successfully:
- The case id must exist in the application.
- The status of the case must be 'open'.
- Any open activities for the case must be of type Email, Social, Task or generic (i.e. user defined activity type). The case cannot be closed if it has any open Calltrack, Chat, or Web activities
- If there are any open activities in the case, such activities
- Must be either "in queue waiting to be assigned" or "assigned to a user" status.
- Must not be awaiting supervision i.e., waiting for supervisor to accept or reject the activity.
- If an activity of the case is assigned to a different user, it must not be locked by the user.
As part of completing this API request:
- All open activities of the case is completed before closing the case.
- The case cannot be closed if there are any open Calltrack, Chat, or Web activities in the case.
Permissions
- Must have 'Close' action on 'Case' resource.
- The case must either belong to the user's home department, or to a department in which the user is a foreign user.
- All the open activities of the case must either belong to the home department of the logged in user, or to a department in which the user is a foreign user.
- If activity is not assigned to the logged in user, the logged in user must have the permission to pick activities as required by Pick Activities API.