patch https://api.talkdeskapp.com/cm/core/va/cases/
Scope
cases-public:write
Request Parameters Sample
{
"title": "test title",
"description": "test description",
"owner_id": "61036b508ff57b5578f25a10",
"priority": "LOW",
"type": "QUESTION",
"status": "ON-HOLD",
"resolution": "solve successfully",
"custom_fields": {
"checkbox1": {
"value": true
},
"drop_down1": {
"label": "test dw12",
"value": "001"
},
"text1": {
"value": "text desc"
},
"dependent_field1": {
"label": [
"a",
"a1",
"a11"
],
"value": [
"3a20c48f-3e33-49b0-af22-63eba6fa4cc3",
"bbb2a5e7-6190-4eb1-b889-ec37e0badd0b",
"e9e3c93a-1b28-489a-96fe-6b3e9ca60976"
]
},
"date1": {
"value": "2022-04-21T06:30:21Z"
},
"numeric1": {
"value": 1
},
"decimal1": {
"value": 1.2
},
"multi_line_text1": {
"value": "Line1\\\\nLine2"
},
"multi_select1": {
"label": [
"1111",
"2222"
],
"value": [
"001",
"002"
]
}
},
"notes": [
{
"note_title": "test subject",
"note_body": "test body",
"public": true
}
],
"group_id": "group"
}
Body Response - Schema
200 (success - returns the case details after updated)
| Parameter | Type | Description | Required |
|---|---|---|---|
| id | string | Case ID, the unique numeric identifiers given to each case. Starting from 1. | yes |
| title | string | Case subject | no |
| description | string | Case description | no |
| owner_id | string | Assignee ID | no |
| priority | string | case priority | no |
| type | string | case type | no |
| status | string | case status | no |
| resolution | string | The resolution, required when solving a case | no |
| notes | array[object] | The notes of the array. "notes" subdivides into: 1 - "id" (string) - the unique numeric identifiers given to each note 2 - "note_title" (string) 3 - "note_body" (string) 4 - "public" (boolean) - set to true if the notes are public, otherwise false. Default is false. | no |
| custom_fields | object | Fields added by agents | no |
| group_id | string | The group ID. > = 0 characters > <= 255 characters | no |
If updating case status to Resolved, pass in solve_reasonis optional:
{
......,
"status": "RESOLVED",
"solve_reason": "test reason"
}
Case Status
solve_reasonis optional when updating case status toResolved.
- It cannot be set to
Closedmanually.Closedcases cannot be updated.
400 (bad request), 401 (unauthorized access - invalid or unverifiable JWT), 403 (forbidden), 404 (forbidden)
| Parameter | Type | Description | Required |
|---|---|---|---|
| code | string | n/a | yes |
| message | string | n/a | yes |
| description | string | n/a | no |
| fields | array[object] | "fields" subdivides into: "name" (string) "description" (string) | yes (name and description) |
API Availability
The Case API has been in GA since October 2023.
Troubleshooting
If you have any questions regarding the usage of this API, or if you’re having any technical issues, please open a ticket using this form.