API : HelpCenter Case Search

Introduction

Searches for cases which fits matches the filter passed on.

Request

URL	https://api.telecomx.dk/helpcenter/case/search
Method	GET
Access Level	RESELLER, RESELLER_ADMIN OR ADMIN
Query	id	Id of the helpcenter to search cases in.
	offset	`[optional]` Index of first item to return. Default 0.
	limit	`[optional]` The number of cases to return. Default 10, max 500.
	sortOrder	`[optional]` Sorting order, 'asc' for ascending or 'desc' for descending. Default to asc.
	searchFilter	Text to search for. the follow properties are searched: customerName subject phoneNumber emailAddress messages.content messages.sentBy

Query Example

https://api.telecomx.dk/helpcenter/case/search?id=1234567890ABCDEF12345678&sortOrder=asc
https://api.telecomx.dk/helpcenter/case/search?id=1234567890ABCDEF12345678&searchFilter=mikkel@test.dk
https://api.telecomx.dk/helpcenter/case/search?id=1234567890ABCDEF12345678&sortOrder=desc&searchFilter=printerproblem

Response

JSON object
offset	How many cases skipped
limit	How many cases that matches, returned
total	Total amount of matches
cases	HelpCenterCases

HelpCenterCase object
_id	String	Case id
caseNumber	Number	Number of the case
conversationId	String	ID of the email conversation, provided by Microsoft Graph
latestMessageId	String	ID of the lastest received email from the customer. Used as a parameter to reply to emails
subject	String	Overall subject, fetched from the email
createdAt	Date	Date time stamp from when the Case was created
state	String	Status of the cases. Values: UNHANDLED / HANDLING / CLOSED
customer	String	Id of the customer who the case regards
company	String	Name of the customer who the case regards to
customerName	String	Name of the sender on the original email that originated the case
helpCenterId	String	Id of the helpcenter who handles the case
emailAddress	String	Email of the customer who sent the original email
phoneNumber	String	Phonenumber of the customer
actionNeeded	boolean	Flag for showing if case is unhandled
messages	Array of Objects	Contains every email and intern comment in the Case
messages[].content	String	Content of email or comment
messages[].messageId	String	ID of the message provided by Graph
messages[].sent	Date	Datetimestamp of when the email or comment was sent
messages[].sentBy	String	Name of sender
messages[].type	String	Type to filter between intern comments, incoming and outgoing email. Values: COMMENT / INCOMING / OUTGOING

Example

{
 _id: "12345678901234567890ABCD",
 caseNumber: 5
 conversationId: "abcdefg12345678",
 latestMessageId: "1234",
 subject: "#5 Skærm går i sort",
 createdAt: "2024-05-14T08:48:05.000Z", 
 state: "HANDLING",
 customer: "87654321abcdefg",
 customerName: "Mikkel Jørgensen",
 helpCenterId: "helpcenterid1234"
 emailAddress: "mmj@powernet.dk",
 phoneNumber: "+4588888888",
 actionNeeded: true,
 messages: [
   {
     content: "Hej, min skærm...",
     messageId: "123",
     sent: 2024-05-14T08:48:05.000Z,
     public: true,
     sentBy: "Mikkel Jørgensen",
     isSupporter: false
   },
   {
     content: "Hej! Kan du ikke...",
     messageId: "1234",
     sent: 2024-05-14T08:48:05.000Z,
     sentBy: "Thomas Andersen",
     type: INCOMING
   }
 ]
}

Errors

Error code	Message	Description
403	access_denied	Insufficient access level
404	id	Invalid helpcenterId
422	sortOrder	Invalid sortOrder, use asc or desc
500	internal_error	<Unspecified error>

WIKI

Table of Contents

API : HelpCenter Case Search

Introduction

Request

Query Example

Response

Example

Errors