Retrieve cases by their IDs

Overview

Use this API to retrieve one or more cases identified by case ID. To provide multiple IDs, a comma separated string must be used in request URI. A maximum of 75 IDs is allowed per request. Neither pagination nor range query parameters are supported by this API.

Note:

  • If actor is customer:
    • Only one case can be retrieved.
    • The API succeeds only if the requested case contains at least one activity visible to the customer (self, or customer specified through "customer" query parameter).

      Permission

      Actor Permission
      User All of the following are required:
      • Must have 'View Agent Console' action on 'System' resource.
      • All requested cases must satisfy one of the following:
        • 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 case is shared with the department of the user, and as part of this sharing, activity sharing is enabled as well.
      Client Application No additional permission required.
      Customer If the query parameter customer={id} is provided, the logged in customer must be authorized to perform this action on behalf of the customer specified through the "customer" query parameter. Otherwise, the application returns a 400 (bad request) response code.
SecurityoAuthUser or oAuthClient or oAuthCustomer
Request
path Parameters
ids
required
string <= 20000 characters

Pass one id or comma sperated list of id(s).

Examples:
Providing single ID.
1001
Providing multiple IDs.
1001,1002
query Parameters
customer
string
Actor Description
User / Client Application Not allowed.
Customer The customer must be authorized to perform this action on behalf of the customer specified through the "customer" query parameter.
$attribute
string

Server can be prompted to return additional attributes of resource representation using $attribute common query parameter.

Actor Available values
User / Client Application all, created, createdBy, custom.<name>, originatingChannel, description, solution, userLastWorked, relatedCases, notes, lastClosed
Customer all, created, custom.<name>, originatingChannel, recentActivityDate, unreadActivityCount, lastClosed
Examples:
$attribute=
Attributes 'created' and 'originatingChannel' is returned in server response.
$attribute=created,originatingChannel
All the attributes are returned in server response.
$attribute=all
$order
string

Common query parameter $order.

Enum: "asc" "desc"
$sort
string

Cases returned in server response are sorted based on the attribute supplied under $sort.

Actor Available values
User / Client Application id, department, status, customer, custom.<name>
Customer Not allowed.
Examples:
$sort=
Response is sorted based on 'id' attribute.
$sort=id
Response is sorted based on 'status' attribute.
$sort=status
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"
Responses
200

OK

  • The request was successfully executed.
400

Bad Request message

  • If logged in customer does not have grants on the customer provided through the query parameter "customer".
  • More than 75 IDs are supplied in request URL.
401

Unauthorized

  • In case actor is user or customer and :
    • X-egain-session request header is missing.
    • Session is invalid or expired.
  • In case actor is client application and :
    • Authorization header is not provided.
    • Authorization header format is incorrect.
    • Session does not exist corresponding to the provided authorization header.
    • The session identified through authorization header is not a client application session.
403

Forbidden

  • The user does not have sufficient permissions to view one or more of the requested resources.
  • When client applications of type other than 'API' access this API.
404

Not Found

  • One or more of the requested resource IDs does not exist.
  • Requested case ID is not visible to the logged in customer.
406

Not Acceptable

500

Internal server error

get/case/{ids}
Request samples
Response samples
application/json
    

  • GET /core/casemgr/v3/case/1000
    • 

  • This example demonstrates the following:
      

    • Retrieving the summary attributes of a single case.
      • 

    

    • 



{
  • "case": [
    ]
}