Resolver is an organisation that offers a free complaint resolution platform for consumers, and a paid-for suite of modules for businesses. If you are an iCasework or UsefulFeedback customer and are already using our best of breed complaints management tools, you can add value to your Resolver implementation by linking Resolver to your iCasework / UsefulFeedback instance to ensure that cases routed through Resolver are managed and can be reported alongside cases coming in via other channels such as your contact centre, self service forms and direct email.

How it works

Your UsefulFeedback system includes a suite of APIs that can be triggered directly from Resolver to raise and escalate complaint cases. You will need to contact your Resolver for Business account manager in order to use this functionality from Resolver - the functionality is driven by your Resolver instance triggering iCasework APIs. Below is an example set of API details for a Resolver integration. Please contact your iCasework account or project manager to arrange any iCasework configuration work required to utilise the iCasework Resolver integration on your system.

Create case

Cases can be created from Resolver directly into UsefulFeedback using the CreateCase API. CreateCase is a POST HTTPS request with a JSON/XML/POST parameter payload. Upon a successful call a new case will be created in iCasework.

The API request

The endpoint URL for the API is as follows:

UAT: https://uat.icasework.com/createcase?db=<YourId>

Live: https://<YourId>.icasework.com/createcase

Authentication

You can authenticate the request by using OAuth2 based authentication, which is discussed in the iCasework API documentation.

Parameters

Parameters in the request can be passed as a JSON/XML payload in the request body or as POST parameters in the request. The following are the parameters required for a successful request.

Attachments can be uploaded to iCasework using the following additional parameters. The process assumes that documents will be available at a URL controlled by Resolver to either link to, or upload from. We do not support direct post of binary document data to this API.

Example post

https://uat.icasework.com/createcase?db=<your_system_id>&access_token=<access_token>&Format=json

{

"Type":"Complaint",

"RequestDate":"2018-11-10",

"RequestMethod":"Resolver",

"RequestId":"[ResolverId]",

"MenuContext":"Housing",

"Details":"This is the problem",

"Customer.Title":"Mr",

"Customer.FirstName":"Ronan",

"Customer.Surname":"Keating",

"Customer.Address":"32 Somewhere Street, Ipswich",

"Customer.Email":"test@test.com",

"Customer.Phone":"0203 00333023",

"Customer.Mobile":"07700900571"

"Case.Email":"[Resolver Unique Email Address]",

}

Response

Depending on the format selected in the request, a successful response should look like the below, returning the ID of the newly created case. In the case of a failed request, the standard HTTPS response codes are used, with the X-Application-Error-Info giving more information about the cause of the error.

XML

<createcaseresponse>

    <caseid>308332</caseid>

    <team>INBOX</team>

</createcaseresponse>

JSON  

{

    "caseid": "308332",

    "team": "INBOX"

}

Escalate case

To remotely update or escalate cases in iCasework, use the CreateAction API as outlined below. CreateAction is a POST HTTPS request with a JSON/XML/POST parameter payload. Upon a successful call a predefined task will be completed in iCasework triggering the relevant escalation path.

The API request

The endpoint URL for the API is as follows:

UAT: https://uat.icasework.com/createaction?db=<YourId>

Live: https://<YourId>.icasework.com/createaction

Authentication

You can authenticate the request by using OAuth2 based authentication, which is discussed in the iCasework API documentation.

Parameters

Other parameters in the request can be passed as a JSON/XML payload in the request body or as POST parameters in the request. The following are the parameters required for a successful request.

External case update

Stage 1 to Stage 2 escalation

Stage 2 to Stage 3 escalation

Stage 3 to Stage 4 escalation

Example post

https://uat.icasework.com/createaction?db=<your_system_id>&access_token=<access_token>&Format=json

{

"CaseId":"308332",

"Type":"EXTERNALCASEUPDATE",

"Details":"The customer called to request an update on their complaint. A verbal update was provided."

}

Response

Depending on the format selected in the request, a successful response should look like the below, returning the ID of the updated case. In the case of a failed request, the standard HTTPS response codes are used, with the X-Application-Error-Info giving more information about the cause of the error.

XML

<createaction>

    <caseid>308332</caseid>

</createaction>

JSON  

{

    "caseid": "308332",

}