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iCasework provides a range of REST style web-services that allow both update and query operations such as case creation, adding case notes or retrieving case details to be invoked remotely.
The REST services are provided as HTTPS end-points that can be invoked directly with one or more parameters. Authentication is handled with an API key and signature managed in your system. Each service returns an XML document whose contents vary depending on the operation performed.
To enforce further security restrictions for REST web service calls, it is possible to limit the use of each allocated key pair to requests made from certain specified IP addresses. When allocating a new key pair, a list of allowed IP addresses can be set so that the given key and secret key can only be used to validate requests made from one of those IPs. Requests made from any other address using that key pair will be denied. Key pairs without IP restrictions will be accepted on requests made from any IP address.
This service can be used to create cases on iCasework The createcase service resides at the following URL end-point:
https://portal.icasework.com/services/youraccountid/createcase?Type=[CaseTypeName]
There will be predefined case type names depending on the deployed configuration.
All of the case types share common parameters about customers which may be added or posted to the URLs:Further parameters are required but depend on the type of case that is being created, specified by the value of the Type parameter. Note however that many of the parameters listed are only available when explicitly enabled through the preferences screens in the Administration menu. Values passed for many parameters such as ContactMethod also need to match values configured through the Administration menu.
https://portal.icasework.com/services/youraccountid/createcase?Type=Complaint&Customer.Surname=Smith
Note that details passed for customers with a Customer.Id will update existing details held, if any.
| NAME | VALUE |
|---|---|
| Customer.Id | The customer’s unique reference |
| Customer.Title | The customer’s title (Mr, Mrs, Ms etc) |
| Customer.FirstName | The customer’s first name |
| Customer.Surname | The customer’s surname |
| Customer.Organisation | The organisation this customer belongs to, if any |
| Customer.Address | The street component of the customer’s address |
| Customer.Town | The town component of the address |
| Customer.County | The county, province or region component of the address |
| Customer.Country | The country component of the address |
| Customer.Postcode | The zip or postcode component of the address |
| Customer.Email | The customer’s email address |
| Customer.Phone | The customer’s landline phone number |
| Customer.Mobile | The customer’s mobile phone number |
| Customer.ContactMethod | How the customer would prefer to be contacted (e.g. Email, Phone, Letter) |
| Customer.ContactTime | What days or times of day the customer would prefer to be contacted if contact is made by telephone |
| Customer.ContactLanguage | The ISO 639 two letter code for the customer’s preferred contact language (e.g. fr, en, nl) |
| Customer.ContactConsent | Whether the customer agrees to be contacted again in future |
| Customer.Category | A category or type assigned to the customer |
| Customer.Gender | The gender of the customer |
| Customer.EthnicOrigin | The ethnicity of the customer |
| Customer.Sexuality | The sexuality of the customer |
| Customer.Faith | The faith of the customer |
| Customer.DateOfBirth | The date of birth of the customer |
| Customer.AgeGroup | The age group of the customer |
| Customer.Disability1 | Any disability the customer may have |
| Customer.Disability2 | Any disability the customer may have |
| Customer.Disability3 | Any disability the customer may have |
| Customer.Disability4 | Any disability the customer may have |
| Customer.Disability5 | Any disability the customer may have |
| Customer.Disability6 | Any disability the customer may have |
| Customer.Disability7 | Any disability the customer may have |
| Customer.Disability8 | Any disability the customer may have |
| Customer.Disability9 | Any disability the customer may have |
The following parameters may be passed to attach images and or other documents. Multiple documents may be attached by using a number suffix such as Document1, Document2 etc:
| NAME | VALUE | FORMAT |
|---|---|---|
| Document1.Name | Name of the attached file | Character (100) |
| Document1.MimeType | Mime type of the attached file | Character (100) |
| Document1.URL | URL of the attached file | Character (500) |
| Document1.URLPublic | Whether the URL is available publicly. If not, a callback will try to retrieve the document from the URL given during submission of the web service. | Boolean |
The addcasenotes service can be used to submit notes or comments against an existing case in iCasework Notes added will be shown when the case worker accesses the case and optionally, when the customer checks progress. The add case notes service resides at the following URL end-point:
https://portal.icasework.com/services/youraccountid/addcasenotes
The service requires that the following parameters are passed. Either a CaseId or an ExternalId must be passed to allow the note to be attached to an existing case.
| NAME | VALUE |
|---|---|
| Notes | The text of the note to be added |
| Type | The type of note being added |
| SelfServiceAccess | Whether or not the note should be visible to the customer associated with the case (Set to true to allow customers to view the note) |
| CaseId | The iCasework reference number for the case |
| ExternalId | The external reference number of the case from the originating system. |
| RequestDate | The current date and time, in XML date-time format |
This service can be used to link case records in iCasework to records of the same case in another system. Once a case in linked in this way, the case can be accessed using the external reference number as well as the iCasework case reference. The updateexternalid service resides at the following URL end-point:
https://portal.icasework.com/services/youraccountid/updateexternalid
The service requires that the following parameters are populated with values in the call
| NAME | VALUE |
|---|---|
| CaseId | The iCasework case reference number |
| ExternalId | The external reference number to associate with the specified case |
| RequestDate | The current date and time, in XML date-time format |
This service can be used to create or update customer records on iCasework The updatecustomer service resides at the following URL end-point:
https://portal.icasework.com/services/youraccountid/updatecustomer
| NAME | VALUE |
|---|---|
| Id | The customer’s unique reference |
| Title | The customer’s title (Mr, Mrs, Ms etc) |
| FirstName | The customer’s first name |
| Surname | The customer’s surname |
| Organisation | The organisation this customer belongs to, if any |
| Address | The street component of the customer’s address |
| Town | The town component of the address |
| County | The county, province or region component of the address |
| Country | The country component of the address |
| Postcode | The zip or postcode component of the address |
| The customer’s email address | |
| Phone | The customer’s landline phone number |
| Mobile | The customer’s mobile phone number |
| ContactMethod | How the customer would prefer to be contacted (e.g. Email, Phone, Letter) |
| ContactTime | What days or times of day the customer would prefer to be contacted if contact is made by telephone |
| ContactLanguage | The ISO 639 two letter code for the customer’s preferred contact language (e.g. fr, en, nl) |
| ContactConsent | Whether the customer agrees to be contacted again in future |
| Category | A category or type assigned to the customer |
| Gender | The gender of the customer |
| EthnicOrigin | The ethnicity of the customer |
| Sexuality | The sexuality of the customer |
| Faith | The faith of the customer |
| DateOfBirth | The date of birth of the customer |
| AgeGroup | The age group of the customer |
| Disability1 | Any disability the customer may have |
| Disability2 | Any disability the customer may have |
| Disability3 | Any disability the customer may have |
| Disability4 | Any disability the customer may have |
| Disability5 | Any disability the customer may have |
| Disability6 | Any disability the customer may have |
| Disability7 | Any disability the customer may have |
| Disability8 | Any disability the customer may have |
| Disability9 | Any disability the customer may have |
| RequestDate | The current date and time, in XML date-time format |
This service can be used to export just about anything from iCasework. Simply utilise our powerful ad-hoc Reporting facility to export data relating to cases, tasks, correspondence or customers using defined criteria, then reference the report here. The getReport service resides at the following URL end-point:
https://portal.icasework.com/services/youraccountid/getreport
| NAME | VALUE |
|---|---|
| ReportId | The iCasework ad-hoc report reference |
| RequestDate | The current date and time, in XML date-time format |
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