We have a requirement for a process stage rule (not on central) to be able to assign the case owner.
The problem is this value doesnt appear to be synced from host > central (only the other way around e.g., if you take ownership of case in central. this relationship is synced to the host via an API call).
So If I set the Case – User (Agent Assigned) on the host, this isn’t updated on Central.
Is there an existing mechanism to perform this action, or do I have to implement a new API or similar to perform this action.
Many Thanks
JonathanFS
We did something similar within our hosts, where we enabled users to assign cases to officers. To update Central we added an additional field to the API Function - create_or_update_task_summary In Central, to also capture the user_assigned_id. There should then be an existing rule within your host which triggers on the relationship change to send the signal back to Central: CASE : User Assignment Change Update Relevant Host.
Hope this helps.
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Thanks Louis
I will give that a go when I have some free time.
Regards
Jonathan
Thanks Louis.
I now have this working based on your guidance.
For anyone else reading this, this is what I did for Group change on the host, I am working on the User update still, will be very similar.
- Created a Rule on the host to set the Case Group at form submission in process.
- The above Group change triggers the Rule Case > Group Assigned Changed > API CALL to Case Summary
- The above Rule triggers an API Call Create or Update Summary Case on this host.
- The above call triggers the API Function Create or Update Summary Case on Central
You may need to add the Group ID to the API Call (on host)
Request Data
And on the API Function (Central)
Request Data
Response Data
Thanks
JonathanFS
I’m putting this one here for anyone who may need to do this…
I create an API Call/Function to sync Case Owner changes from Host to Central.
Firstly I added a Rule named Case > User Assigned Changed > API CALL to Update Case Owner to fire an API Call on relationship change from CASE and User (Assigned).
Trigger on relationship change
Response to make API Call
Second, I added an API Call named Update Case Owner
Request Data uses the Central ID’s
The above API Call fires the API Function on Central named Update Case Owner
The Action is set to Match 1.
Request Data (uses Case Ref & Central Case ID to match, and saves new relationship).
Response Data (returns the Central Case ID)
I learnt some new things figuring out how this works with pure API.
The one thing I did do that help was to add a Request Line Processor to help me debug the payload initially.
JonathanFS
