OnCaseCreate

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Assigned queue condition

Parameters

• Operator - "CONTAINS_ANY"

• Operands – A list of queue ids

• ComparisonValue – "$.Case.Fields.assigned_queue"

• Negate - false

{
    "Operator": "CONTAINS_ANY",
    "Operands": ["queueId"], 
    "ComparisonValue": "$.Case.Fields.assigned_queue",
    "Negate": false
}                    
                

Assigned user condition

Parameters

• Operator - "CONTAINS_ANY"

• Operands – A list of queue ids

• ComparisonValue – "$.Case.Fields.assigned_user"

• Negate - false

{
    "Operator": "CONTAINS_ANY",
    "Operands": ["userId1, userId2"], 
    "ComparisonValue": "$.Case.Fields.assigned_user",
    "Negate": false
}                   
                

Case reason condition

Parameters

• Operator - "EQUALS"

• Operands – An array of strings in which the array length can only be 1. The value is a case reason.

• ComparisonValue – "$.Case.Fields.case_reason"

• Negate - true/false

{
    "Operator": "EQUALS",
    "Operands": ["Refund"], 
    "ComparisonValue": "$.Case.Fields.case_reason",
    "Negate": false
}                 
                

Case status condition

Parameters

• Operator - "EQUALS"

• Operands – An array of strings in which the array length can only be 1. The value is a case status.

• ComparisonValue – "$.Case.Fields.status"

• Negate - false

{
    "Operator": "EQUALS",
    "Operands": ["open"], 
    "ComparisonValue": "$.Case.Fields.status",
    "Negate": false
}                 
                

Case summary condition

Parameters

• Operator - “CONTAINS” | “EQUALS”

• Operands – An array of strings in which the array length can only be 1. The value is a case summary.

• ComparisonValue – "$.Case.Fields.summary"

• Negate - false

{
    "Operator": "EQUALS",
    "Operands": ["open"], 
    "ComparisonValue": "$.Case.Fields.summary",
    "Negate": false
}                
                

Case date/time last closed condition

Parameters

• Operator - “NumberLessOrEqualTo” | “NumberGreaterOrEqualTo”

• Operands – An array of strings in which the array length can only be 1. The value is interpreted as a numeric value.

• ComparisonValue – "$.Case.Fields.last_closed_datetime"

• Negate - false

{
    "Operator": "NumberLessOrEqualTo",
    "Operands": ["2023-11-11T11:11:11.111111Z"], 
    "ComparisonValue": "$.Case.Fields.last_closed_datetime",
    "Negate": false
}                
                

Case date/time updated condition

Parameters

• Operator - “NumberLessOrEqualTo” | “NumberGreaterOrEqualTo”

• Operands – An array of strings in which the array length can only be 1. The value is interpreted as a numeric value.

• ComparisonValue – "$.Case.Fields.last_updated_datetime"

• Negate - false

{
    "Operator": "NumberLessOrEqualTo",
    "Operands": ["2023-11-11T11:11:11.111111Z"], 
    "ComparisonValue": "$.Case.Fields.last_updated_datetime",
    "Negate": false
}                
                

Case date/time opened condition

Parameters

• Operator - “NumberLessOrEqualTo” | “NumberGreaterOrEqualTo”

• Operands – An array of strings in which the array length can only be 1. The value is interpreted as a numeric value.

• ComparisonValue – "$.Case.Fields.created_datetime"

• Negate - true/false

{
    "Operator": "NumberLessOrEqualTo",
    "Operands": ["2023-11-11T11:11:11.111111Z"], 
    "ComparisonValue": "$.Case.Fields.created_datetime",
    "Negate": false
}                
                

Case reference number condition

Parameters

• Operator - “CONTAINS” | “EQUALS”

• Operands – An array of strings in which the array length can only be 1. The value is interpreted as a numeric value.

• ComparisonValue – "$.Case.Fields.reference_number"

• Negate - true

{
    "Operator": "CONTAINS",
    "Operands": ["11111111"], 
    "ComparisonValue": "$.Case.Fields.reference_number",
    "Negate": false
}                
                

Case customer fields condition

Parameters

• Operator - “CONTAINS” | “EQUALS”

• Operands – An array of strings in which the array length can only be 1.

• ComparisonValue – "$.Case.Fields.custom_case_field_id"

• Negate - true/false

{
    "Operator": "EQUALS",
    "Operands": ["vip"], 
    "ComparisonValue": "$.Case.Fields.custom_case_field_id",
    "Negate": false
}               
                

Case template condition

Parameters

• Operator - “CONTAINS_ANY”

• Operands – A list of template ids.

• ComparisonValue – "$.Case.TemplateId"

• Negate - true/false

{
"Operator": "CONTAINS_ANY",
"Operands": ["templateId"],
"ComparisonValue": "$.Case.TemplateId",
"Negate": false
}