Create a new case

post

https://{hostname}/case-management/v3/cases

Creates a new case for the support team. Run the Get a case category operation first to check what data you need for your case category and available options. Once you create the case, the support team responds based on the service level agreement for initial response or terms of your service agreement or contract.

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accountSwitchKey feature
This endpoint doesn't support the accountSwitchKey feature. Use the accountId member instead.

Category-specific input

Check this table to see which values are required for each case category.

Category	Category-specific input
`Security`	- `productName` - `problemName` - `policyDomainName`
`Business_Support`	- `areaName` - `serviceName` - `parentAccountId`
`Professional_Services`	- `productSolutionName` - `psPackageName`
`Billing`	-`areaName` - `serviceName` - `parentAccountId`
`Technical`	- `productName` - `problemName`
`Managed_Cloud`	- `productName` - `problemName`

Body Params

Encapsulated details of the case to create.

accountId

string

required

length ≤ 20

Identifier for the account you want to create the case for. To get this value, run the List available accounts operation.

alsoNotify

array of strings

length ≥ 0

Lists email addresses to send case notifications to.

alsoNotify

alternateContact

object

Specifies a person for the support team to contact, if you're unavailable. This person also gets notified about any updates to the case.

areaName

string

length ≤ 255

Area name the case refers to. Provide it only when the categoryId is set to BILLING or BUSINESS_SUPPORT. To get available values, run the Get a case category operation.

categoryId

string

enum

required

Identifier for the category you want to create the case for. To learn more about available case categories, see Categories of cases.

Allowed:

customerTrackingNumber

string

Identifier for a separate customer's support ticket.

description

string

required

length ≤ 32000

Details of your issue.

parentAccountId

string

length between 1 and 20

Identifier for the parent account to associate and share the case with. Provide it only when creating a BILLING or BUSINESS_SUPPORT case associated to an indirect contract. To get this value, run the Get a case category operation.

partnerTicketNumber

string

length ≤ 30

Identifier for a separate reseller's support ticket, up to 30 characters.

policyDomainName

string

length ≤ 80

Name of the policy domain the case refers to. Provide it only when the categoryId is set to SECURITY. To get available values, run the Get a case category operation.

problemName

string

length ≤ 255

Problem name the case refers to. This value depends on the productName value. Provide it only when the categoryId is set to TECHNICAL, SECURITY, or MANAGED_CLOUD. To get available combinations of productName and problemName values, run the Get a case category operation.

productName

string

length ≤ 255

Product name the case refers to. This value depends on the problemName value. Provide it only when the categoryId is set to TECHNICAL, SECURITY, or MANAGED_CLOUD. To get available combinations of productName and problemName values, run the Get a case category operation.

productSolutionName

string

length ≤ 255

Product solution name the case refers to. Provide it only when the categoryId is set to PROFESSIONAL_SERVICES. To get available values, run the Get a case category operation.

psPackageName

string

length ≤ 255

Professional services package name the case refers to. Provide it only when the categoryId is set to PROFESSIONAL_SERVICES. To get available values, run the Get a case category operation.

serviceName

string

length ≤ 255

Service name the case refers to. This value depends on the areaName value. Provide it only when the categoryId is set to BILLING or BUSINESS_SUPPORT. To get available combinations of areaName and serviceName values, run the Get a case category operation.

severity

string

Severity level of the case. To get available values, run the Get a case category operation.

subject

string

required

length ≤ 255

Title of the case, up to 255 characters. Try to make it short and specific. This helps the support team to identify the case if you forget or don't have access to the case identifier.

Response

accountSwitchKey feature

Category-specific input

201The response provides the created case.