Which table holds Cases?

[Mark White1]

I'm looking to use the REST API to programmatically interact with Cases, can anyone help out with where the relevant data for cases, and responses to cases, is stored so that I can address it using the API?

[Shambhu5]

Hi Mark,

In Customer Service Management everything is stored in their respective tables. Since, you are asking about the table in which cases are stored, there are basically 2 types of Cases : Product & Order Cases. 

1. Product Case is stored in sn_customerservice_case Table.

2. Order Case is stored in csm_order_case  Table.

Also, if you want to track down what conversation you had/have with the Customer raising an Issue, you can also do that. It will help you in building and making your Rest API more interactive.

For Ex: If in CSM, a customer has mode of communication as CHAT, and he contacted you through Chat, we have an application named Collaborate inside that Messages, will store all the chat that a Customer Service Agent will have with End Customer.

Please mark my answer correct if it helped you in anyway.

Regards,
Vishrut Borkar

www.DxSherpa.com

[Jeff Hoffman]

Also, be sure to reference this post regarding retrieving Comments and Work Notes if you're still having issues getting the entire Case history with your REST API request.  How to retrieve comments for an incident via the rest api

[Yoganand Y]

Hi Mark,

In Customer Service Management, the cases are stored in "sn_customerservice_case" [This table stores customer service case records]

Apart from this there is another table that stores cases "csm_order_case" [This tables stores customer service case records which are related to orders]

Thanks.

[Shambhu5]

Hi Mark,

Any update on this?

Can you please mark my answer as correct, helpful and hit like if you were able to achieve the solution for your requirement.This helps in removing this question from unanswered list and helps users to learn from your thread.

Thanks in advance.

Regards,
Vishrut