| Get Case |
Retrieve a case record using the case number. If multiple records are found, only the
first record is returned. |
| Create Case |
Create a case using one or more attributes. This action mimics the structure of the
Case table (sn_customerservice_case) and exposes all of the fields present on the Case
table. |
| Create Quick Case |
Create a case using the customer, description, channel, priority, and category
attributes. |
| Create Task on Case |
Create a case task and optionally associate it with a case. |
| Update Case |
Update a case by providing the case reference and the fields that you want to
update. |
| Assign Case |
Assign a case using matching rules. To use this action, you must first define the
matching rules that match cases with resources (assignment groups, agents). |
| Escalate Case |
Request case escalation. This action does not automatically approve escalation.
Approval is based on the selected escalation template. |
| Escalate Account |
Request account escalation. This action does not automatically approve escalation.
Approval is based on the selected escalation template. |
| Add Work Note to Task |
Add a work note to a task or to task extended objects (for example, a case or case
task). |
| Add Comment to Task |
Add a comment to a task or to task extended objects (for example, a case or case
task). |
