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Case Sync

The Case Sync is unique when compared to other standard Syncs offered by ALP SaaS. The Case Sync creates a series of change event triggers for case information. Instead of simply exporting the most recent batch of information since the last sync, the Case Sync exports the full stream of changes and events in cases that change changed since the last sync. 

To understand why the Case Sync is unique, you need to understand Triggers. Each Sync is based on Triggers. When a new event activates a Trigger, it stands as the single datapoint for that Trigger. Consider the Member Extended Sync. If a Member's address is updated, the Trigger activates and the Sync will be ready for that new piece of information. Since this change would typically only happen once, the Sync only needs the information once.

For the Case Sync, Customer Support workflows need more than only the most recent event to understand the path of a case. This Sync exports every change in the order they occurred rather than only the most recent. This means the destination will receive the case and all the ways it changed rather than its final form.

Note: This information is available as a PDF for portability. Case Sync.pdf

Case Synchronization Triggers

Trigger Type  Action Code in the File 
Case Opened  OPEN
Case Closed CLSD
Case Reopened  REOP
Added Descriptor  ADDD
Removed Descriptor  RMVD
Changed Case Category  CCAT
Changed Case Queue CQUE
Case Touched TOCH

Case Updates File

Name CaseUpdatesSync_yyyyMMdd.txt 
Format Pipe delimited
Frequency  Daily
Source ALP SaaS
Contents Stream of triggered events that happen to cases since the last synchronization update. 

 

Field Name  Description 
CaseId  Case ID in ALP SaaS 
Timestamp  Timestamp of the case trigger event in Universal Time (UTC) formatted (yyyy-MM-dd HH:mm:ss.fff)  
User  Current user handling an open case, or preferred user associated with a closed case.
Action  Case trigger action code Case Synchronization Triggers table above 
Descriptor  Descriptor External Reference or when empty, Descriptor Name  
Category  Category External Reference or when empty, Category Name
Queue Queue External Reference or when empty, Queue Name
Location  Location External Reference or when empty, Location Name
CaseOpenSummary  Text entry from case open
CaseCloseSummary  Text entry from case closing
MemberInternalId  ALP SaaS Internal Member Id
MemberPrimaryId  Account Id of the highest, most recent rank
MemberFirstName   
MemberLastName   

Example Data

CaseId|Timestamp|User|Action|Descriptor|Category|Queue|Location|CaseOpenSummary|CaseCloseSummary|MemberInternalId|MemberPrimaryId|MemberFirstName|MemberLastName  

1022|2013-09-05 21:39:50.750||OPEN||G|PI|132|Member states points are missing, unsure why.||71291|3451119807|Jason|Schneiders  
1022|2013-09-05 21:39:59.513|Jason Schneiders|TOCH|||||||71291|3451119807|Jason|Schneiders  
1022|2013-09-05 21:40:23.090||CLSD||||132|Member states points are missing, unsure why.|Closing case.|71291|3451119807|Jason|Schneiders  
1022|2013-09-05 21:40:23.097|Jason Schneiders|TOCH|||||||71291|3451119807|Jason|Schneiders

Case Entry Export

Name CaseEntriesSync_yyyyMMdd.txt
Format Pipe delimited
Frequency  Daily
Source ALP SaaS
Contents all the case entries since the last synchronization update.

 

Field Name  Description 
CaseId  Case ID in ALP SaaS 
Timestamp  Timestamp of the case trigger event in Universal Time (UTC) formatted (yyyy-MM-dd HH:mm:ss.fff)  
User  Current user handling an open case, or preferred user associated with a closed case.
Entry Type Type of case entry  
   HKEP – House Keeping Entry  
   PUBL – Public Entry
   PRIV  – Private Entry 
Entry  Text associated with case entry  
To standardize the export processing the following changes are made to the text data:  
 • Line breaks are replaced by a “<br>” string.  
 • Double quote (“) characters are removed.  
 • Pipe (“) characters are removed. 

Example Data

CaseId|Timestamp|User|EntryType|Entry  

1022|2013-09-05 21:40:11.773|Jason Schneiders|PRIV|Member did not use card in store.  

Please note: All external ALP SaaS links and references are directed to US datacenter unless specifically noted.


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