Deep linking

Your system does not operate in isolation from the rest of your infrastructure. As well as providing you with a rich set of REST based APIs, you can also deep link into specific content and forms in your system to allow you to integrate seamlessly into your wider IT architecture.

The following deep link points are available:

When deep linking, authentication is based on the user attempting to access the resource, and is handled by the authentication method in use on your system, as opposed to our REST based APIs that use a Key / Signature approach to authentication.

Case

Access a case in the system by it's ID, or by an external ID recorded against the case. An external ID could be, for example, a case's ID in a CRM system if the case is also recorded there.

URL: https://[youriCaseworkAccount].icasework.com/case?Id=[ID of the case]

Parameters	Notes
Id	ID of the case in your system
ExternalId	External ID of the case in your system, based on an ID from another system

Customer

Access a customer's summary screen. This screen shows a list of recent cases and contacts with the customer, allows a new case to be created against that customer or existing cases to be updated and provides access to other customer details and functionality. Customers can be accessed by any standard search terms used as parameters - if more than one customer is returned you will see a list of potential customers to select from.

URL: https://[youriCaseworkAccount].icasework.com/customer?[parameter]=[value]

Parameter	Value
Id	ID relating to the customer in your system - you can use: iCasework customer ID External customer ID recorded in iCasework iCasework ID of a case linked to the customer External ID recorded against a case linked to the customer
FirstName	First name of customer
LastName	Last name of customer
Address	Address of customer
Postcode ZIPcode	Postcode / Zip code of customer
Email	Email address of customer
Phone	Phone or mobile number of customer

Dashboard

Access your team dashboards.

URL: https://[youriCaseworkAccount].icasework.com/dashboard

Parameters	Notes
(None needed)	Deep link to team dashboard based on team membership, with drop down selector if you have more than one team membership

Form

Lauch a form in the system to create a new case. All iCasework forms can be accessed either via the internal facing Officer portal, or via a Self-service view where intended to be completed by customers directly. Most integrations with internal IT systems would link to the Officer portal version of the form.

Officer portal URL: https://[youriCaseworkAccount].icasework.com/form?Type=[Type]

Self service URL: https://[youriCaseworkAccount]portal.icasework.com/form?Type=[Type]&Login=False

Parameters	Notes
Type	Out of the box most systems come with the following pre-configured values for Type. To find out the URL for any other case types please contact the iCasework helpdesk. Type=Complaint Type=Comment Type=Query
Embed	Controls the style used to display the form. Embed=True - displays the form without branding in a way suitable for embedding into other systems. All case types configured in your system come with OEmbed discovery enabled forms. This means that if your CMS or CRM supports OEmbed all you need to do is drop the URL for the relevant form from your system onto a page, and the form itself will automatically display. If your CMS or CRM do not support OEmbed, you can still use iFrame HTML to display the form in the same way.
Login	Login=True - if the form can be filled in without login being required (for example in self service), this option indicates whether the deep link will still display the form with a login screen. Login=False - if the form can be filled in without login being required, this option indicates whether the deep link will display the form without a login screen where appropriate.
Title	Controls the title used above the form. If the parameter is not present the title of the form configured in your system is used. To prevent a title appearing at all, use: &Title=None.
RequestMethod	The contact method used by the customer to originally log this case, e.g. Email, Form, Phone etc. The values used should match those configured in your system. Certain special values should be used to trigger social media functionality on cases. The following values should be used if appropriate: Facebook, Twitter, YouTube, Instagram, Yelp. The RequestReference and RequestUrl parameters should also be used with social media cases - see below.
RequestReference	If you have used on the social media input methods above (other than Facebook), passing in a value for RequestReference will allow your system to display an embedded version of the original social media post as part of the case, and will allow responses to that post to be sent direct from your system, should your users have the permissions to do this. Please see the API documentation for each social media site you wish to work with to find out how to access the ID to use as the value of RequestReference.
RequestURL	If you have used Facebook as the input method you should pass in a encoded URL value for the post's RequestURL, instead of the RequestReference value.
RequestDate	Sets the created date of the case, and can be used to allow cases to be backdated.
RequestId	If used, this parameter sets the ID of the case created your system. If not used, system will generate a unique ID. Must be used with care to avoid creating duplicate IDs - in most circumstances the ExternalId attribute would be used in preference.
RequestBy	The name of the person who should be recorded as creating the case. This may not necessarily be an iCasework user. For cases originating from social media posts please provide the social media username.
[Form field parameters] [parameter].value [parameter].default	All fields configured on your forms can be pre-populated with data using URL parameters matching the attribute name, for example using "&AccountRef.default=XYZ1234" would pre-populate a form field entitled "AccountRef" with the value "XYZ1234" whilst allowing the user to change the value. Similarly, using "&AccountRef.value=ABC123" would set the field to that value and prevent the user from changing the value, which would then be submitted with the form. Using a number of form field parameters when deep linking to a form from a CMS or other system is one way of ensuring data in your system is kept in sync with the source of that data. As all iCasework systems are highly configurable, we cannot document all fields available. Please contact the iCasework helpdesk for more information on your specific requirements.

Manage contacts

Access the manage contacts screen

URL: https://[youriCaseworkAccount].icasework.com/managecontacts

Report

Launch a report by ID. Note that any reporting permissions or restrictions applied to the user would take affect when launching a report by deep link.

URL: https://[youriCaseworkAccount].icasework.com/report

Parameters	Notes
Id	ID of the report in your system