| Name | Description | Type | Additional information |
|---|---|---|---|
| CaseId |
Case Id |
integer |
None. |
| ProcessId |
Process Id (typically 1:1 with Case Id) |
integer |
None. |
| ProcessGuid | globally unique identifier |
None. |
|
| Ticket |
Ticket Number allocated (QCode+QNumber) |
string |
Max length: 20 |
| CaseDateCreated |
Date/Time the case was created |
date |
None. |
| ReferenceDate | date |
None. |
|
| ArrivalTime |
Actual arrival Date/Time |
date |
None. |
| TimeZoneOffset |
Time Zone Offset in minutes from the server (-120 = 2 hours behind server) |
integer |
None. |
| LastUpdated |
Last Date/Time that something happened to the case (when closed, = closed date) |
date |
None. |
| CaseStatus |
Case Status (0=Active/1=Closed) |
integer |
None. |
| CaseStatusDesc |
Case Status Description (Active/Closed) |
string |
Max length: 150 |
| ProcessStatus |
Process Status (0=Active/1=Closed/2=Pending) |
integer |
None. |
| ProcessStatusDesc |
Process Status Description (Active/Pending/Closed) |
string |
Max length: 150 |
| Subject |
Case Subject field |
string |
Max length: 150 |
| ExtRef |
Case External Reference |
string |
Max length: 200 |
| Customer |
Associated Customer record (if any) |
Customer |
None. |
| UserName |
Last agent User/Login Name |
string |
Max length: 250 |
| UserFirstName |
Last agent User first Name |
string |
Max length: 25 |
| UserLastName |
Last agent User last Name |
string |
Max length: 25 |
| UserServedName |
Last serving agent FULL Name (first last) (if applic) |
string |
Max length: 51 |
| ServiceId |
Current Service Id |
integer |
None. |
| ServiceName |
Current Service Name |
string |
Max length: 50 |
| ServiceDesc | string |
Max length: 50 |
|
| Action |
Step Action (0=Enqueue/1=Call Next/2=Call Case/7=Complete/8=Return To Queue/9=Hold/10=Release/13=Set Appointment etc, etc) |
integer |
None. |
| ActionDesc |
Step Action Description (Enqueue/Call Next/Call Case/Complete/Return To Queue/Hold/Release/Set Appointment etc, etc) |
string |
None. |
| EntityStatus |
Process Entity Status (0=Expected/3=Waiting/6=InService/8=Completed/11=WaitWithRules/12=ServeThenWaitCustomer/15=Cancelled etc, etc) |
integer |
None. |
| EntityStatusDesc |
Process Entity Status Description (Expected/Waiting/InService/Completed/WaitWithRules/WaitCustomer/Cancelled etc, etc) |
string |
None. |
| Resolution |
Process Resolution (null/0=Complete/1=Cancelled/2=NoShow/3=Abandoned/4=Aborted/5=Rescheduled) |
integer |
None. |
| ResolutionDesc |
Process Resolution Description (null/Complete/Cancelled/NoShow/Abandoned/Aborted/Rescheduled) |
string |
Max length: 150 |
| UnitId |
Unit Id |
integer |
None. |
| UnitName |
Unit Name |
string |
Max length: 50 |
| UnitDescription | string |
Max length: 250 |
|
| UnitTypeId | integer |
None. |
|
| UnitParentName | string |
Max length: 50 |
|
| ParentUnitTypeId | integer |
None. |
|
| UnitPath |
Unit Path Name (ie \NEXA\NSW\Bondi Junction) |
string |
Max length: 2000 |
| LocationName |
Current counter name (if applic) |
string |
Max length: 50 |
| LocationServedName |
Served at counter name (if applic) |
string |
Max length: 50 |
| LanguageCode |
Language Code ie: en |
string |
Max length: 6 |
| IsDirectAdmit |
Was the case Direct Admitted in the Service Console |
boolean |
None. |
| AppointmentTypeName |
Appointment Type Name |
string |
Max length: 50 |
| QueuePosition |
Position in the service queue. 0 based |
integer |
None. |
| WaitTimeEst |
Estimated remaining wait time if waiting status (ceiling minutes = estimated wait - actual waited time) |
integer |
None. |
| CustomProperties |
Collection of all custom properties for this case process |
Dictionary of string [key] and string [value] |
None. |