Edit open case

Overview

Use this API to modify an existing case. Users can only modify one case at a time. A case can be related to a maximum of 75 other cases.

For this API to execute successfully:

  • A case with the ID specified in the request body must exist.
  • The status of the specified case must be 'open'.
  • At least one attribute of the case must be provided in the request body modification.
    • If the case is being assigned to a user other than the logged in user:
      • The target user must not be disabled.
      • The target user must have any User License.
    • No more than 75 cases must be provided to relate with the case.

Permissions

All of the following are required:

  • The user must have 'Edit' 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.
  • If the case is being assigned to a user other than the logged in user:
    • The logged in user must have 'Transfer Activities' permission on the target user.
    • The case must either belong to the home department of the target user, or to a department in which the target user is a foreign user.
  • If the current case owner is different than the logged in user, logged in user must have 'Pull Activities' permission on the case owner.
  • Each of the related cases must satisfy at least one of the following:
    • The related case must either belong to the user's home department, or to a department in which the user is a foreign user.
    • The department of the related case is shared with the department of the user, and as part of this sharing, activity sharing is enabled as well.
SecurityoAuthUser or oAuthClient
Request
header Parameters
Accept
required
string
Default: application/json

Content type accepted by client.

Enum: "application/json" "application/xml"
Accept-Language
required
string
Default: en-US

Language locale accepted by client (used for locale specific fields in resource representation and in error responses).

Enum: "en-US" "es-ES" "fr-FR" "it-IT" "de-DE" "nl-NL" "pt-BR" "pt-PT" "da-DK" "ru-RU" "fr-CA" "zh-CN" "ja-JP" "ko-KR" "sv-SE"
Request Body schema: application/json

Elements required in request body

id, lastModified

Optional elements allowed in request body

dueDate (must be a future date), owner.user.id, severity, subject, description, solution, relatedCases, customAttributes

Note:

  • For relatedCases:
    • No more than 75 cases can be linked with a case.
    • Existing relationship with other cases can be removed as well.
  • To remove value of any element of type "String", set the value to an empty string (instead of setting the value to null).
lastModified
required
string <date-time> (lastModified)

Last modified date of the case.

dueDate
string <date-time> (dueDate)

Due date of the case.

object (owner)

Owner of the case.

object (severity)

Severity of the case.

subject
string (subject) <= 1024 characters

Subject of the case.

description
string (description) <= 1024 characters

Description of the case.

solution
string (solution) <= 1024 characters

Solution of the case.

object (relatedCases)

List of cases related to the current case.

object (customAttributes)

Name and value of all the custom attributes configured for the Case Object.

id
required
string (id)

Case ID.

lastClosed
string <date-time> (lastClosed)

Last closed date of the closed case.

Responses
204

No content

400

Bad Request message

401

Unauthorized

403

Forbidden

406

Not Acceptable

409

Conflict

500

Internal server error

patch/case
Request samples
application/json
  • PATCH /core/casemgr/v3/case
  • This example demonstrates the following:
    • Editing all allowed elements of a case.
    • Relating the case with another case. In this example, the case ID 1013 is related to case ID 1002.
    • Removing a relation with another case. In this example, relation of case ID 1013 with case ID 1001 is removed.
{
  • "id": "1013",
  • "lastModified": "2015-07-30T13:07:40.000Z",
  • "dueDate": "2015-11-30T18:30:00.000Z",
  • "owner": {
    },
  • "severity": {
    },
  • "subject": "Issue with phone: ",
  • "description": "Phone issue",
  • "solution": "Replace phone :resolution dealing with designated entities and individuals.",
  • "relatedCases": {
    },
  • "customAttributes": {
    }
}
Response samples
application/json
{
  • "code": "400-101",
  • "developerMessage": "Unsupported query parameter(s) supplied: '<query_parameter>'."
}