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Creates a related item (comments, tasks, and contacts) and associates it with a case

Description

Creates a related item (comments, tasks, and contacts) and associates it with a case.

There's a quota for the number of fields allowed in a Custom type related item. See Amazon Connect Cases quotas.

Use cases

Following are examples of related items that you may want to associate with a case:

  • Related contacts, such as calls, chats, emails tasks
  • Comments, for agent notes
  • SLAs, to capture target resolution goals
  • Cases, to capture related Amazon Connect Cases
  • Files, such as policy documentation or customer-provided attachments
  • Custom related items, which provide flexibility for you to define related items that such as bookings, orders, products, notices, and more

Important things to know

  • If you are associating a contact to a case by passing in Contact for a type, you must have DescribeContact permission on the ARN of the contact that you provide in content.contact.contactArn.
  • A Related Item is a resource that is associated with a case. It may or may not have an external identifier linking it to an external resource (for example, a contactArn). All Related Items have their own internal identifier, the relatedItemArn. Examples of related items include comments and contacts.
  • If you provide a value for performedBy.userArn you must also have DescribeUser permission on the ARN of the user that you provide.
  • The type field is reserved for internal use only.

Endpoints: See Amazon Connect endpoints and quotas.

Usage

connectcases_create_related_item(domainId, caseId, type, content,
  performedBy)

Arguments

  • domainId

    [required] The unique identifier of the Cases domain.

  • caseId

    [required] A unique identifier of the case.

  • type

    [required] The type of a related item.

  • content

    [required] The content of a related item to be created.

  • performedBy

    Represents the creator of the related item.

Value

A list with the following syntax:

list(
  relatedItemId = "string",
  relatedItemArn = "string"
)

Request syntax

svc$create_related_item(
  domainId = "string",
  caseId = "string",
  type = "Contact"|"Comment"|"File"|"Sla"|"ConnectCase"|"Custom",
  content = list(
    contact = list(
      contactArn = "string"
    ),
    comment = list(
      body = "string",
      contentType = "Text/Plain"
    ),
    file = list(
      fileArn = "string"
    ),
    sla = list(
      slaInputConfiguration = list(
        name = "string",
        type = "CaseField",
        fieldId = "string",
        targetFieldValues = list(
          list(
            stringValue = "string",
            doubleValue = 123.0,
            booleanValue = TRUE|FALSE,
            emptyValue = list(),
            userArnValue = "string"
          )
        ),
        targetSlaMinutes = 123
      )
    ),
    connectCase = list(
      caseId = "string"
    ),
    custom = list(
      fields = list(
        list(
          id = "string",
          value = list(
            stringValue = "string",
            doubleValue = 123.0,
            booleanValue = TRUE|FALSE,
            emptyValue = list(),
            userArnValue = "string"
          )
        )
      )
    )
  ),
  performedBy = list(
    userArn = "string",
    customEntity = "string"
  )
)