CSOneCaseManagementAPI

3.1.x
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Overview

The CSOne Case API Management is based on collective functional requirements from SCM UI based Case creation, B2B message Case creation and Webtickets based Case Creation and it intends to provide APIbased solution to internal tools and external customers to create and manage Cases created in CSOne SFDCbased platform.

The following are the components that would help constitute the solution:

CSOne

CSOne will contain Case Management code reflecting PL/SQL logic from C3 recreated using APEX code ,
triggers and workflows. This new CSOne functionality will be responsible to exchange JSON response
based on incoming requests from various system i.e. SCM, B2B, webtickets and external clients, to
perform case management.
There will be minimal or no change to SCM UI as all case creation interactions will be handled
through APIs whose signature will remain same ensuring there is no or minimum impact to existing SCM    UI based case creation tool.

B2B Based Case Creation

B2B case creation API calls generated from solvedirect will be routed through MuleSoft middleware to    CSOne Case API Management system to provide XML based response to solve direct system.

WebTicket Based Case Creation

Webtickets case creation tool  will use Case creation APIs published through MuleSoft middleware to
manage case creation on CSOne.

External Clients

External clients would use  Case creation APIs published through MuleSoft middleware to manage case     creation on CSOne.

Entitlement Framework

Entitlement framework will support CSOne based Case management.
Overall API integration for Case Management using CSOne primarily contains migration of
functionality from C3 to CSOne , so that Case creation and existing Case Monitoring functionality
can co-exist on SFDC. All Case Management Clients including internal and external will thereafter
interact with CSOne. This will also take away current need of migrating C3 Case Data to CSOne on
periodic basis.

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