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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.

Network address restrictions

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.

Case creation

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

Attached images and documents

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:

Parameters

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

Add case notes

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.

Parameters

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

Update external id

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

Parameters

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

Create or update customer details

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

Parameters

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
Email 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

Get report output

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

Parameters

NAME VALUE
ReportId The iCasework ad-hoc report reference
RequestDate The current date and time, in XML date-time format

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