PeopleSoft Enterprise CRM 9.1 Call Center Applications PeopleBook

Appendix: Delivered Web Service and Service Operations

This appendix discusses the delivered Case web service and service operations for the Case component.

Delivered Web Services

This section discusses:

Case web services.
How to view the Case message elements.

See Integrating a Case with Third-Party Systems.

Case Web Services

PeopleSoft CRM delivers these service operations for the Case web service:

Create Case

The user sends specific user information together with case information through a request message. User information is handled in the security section as part of request message. The return message includes the case ID when the operation is successful. If the message fails, the system displays an error message. If there is any warning message, such as non-required fields are invalid, the system still creates the case and sends a warning message back in a return message
Update Case

The user sends specific user information, including the Case ID and other case-related information, through a request message. The security is handled in the security section. The return message includes the case ID when the operation is successful. If the message fails, the system displays an error message. Warning message are displayed in the return message. The system updates the case and ignores the warning messages.
Get Case

This operation requires a case ID. The return message includes case information.
Search Case

After a user sends specific search criteria information through a request message, this operation returns a list of cases that meet all the given criteria.

Note. The system checks the user ID to see if the user has access to secured case information for the create, update, and get case operations.

This table provides the technical names, operation type, and messages names of the service operations that are related to the Case web service RC_CASE:

Service Operation	Operation Type	Request Message	Response Message
Create Case (RC_CASE_CREATE)	Synchronous	RC_CASE_CREATE_REQ	RC_CASE_CREATE_RES
Get Case (RC_CASE_GET)	Synchronous	RC_CASE_GET_REQ	RC_CASE_GET_RES
Search Case (RC_CASE_SEARCH)	Synchronous	RC_CASE_SEARCH_REQ	RC_CASE_SEARCH_RES
Update Case (RC_CASE_UPDATE)	Synchronous	RC_CASE_UPDATE_REQ	RC_CASE_UPDATE_RES

Viewing the Case Message Elements

You can view the request and response messages that are included in each Case service operation through PeopleTools.

To view a list of field names and aliases for the RC_CASE-related messages:

Select PeopleTools, Integration Broker, Integration Setup, Services.
Enter RC_CASE in the Service field and click Search.

From the result list, select the service RC_CASE.
Within the service definition's Existing Operations grid, select the service operation you want to view.
Within the service operation definition, select View Message link for the message you want to view.

The system opens a new browser window to display the Message Definition page.
Within the message definition, click the desired message name link in the Parts grid.

The system opens a new browser window to display the message part.
Click the plus sign next to the table name at the bottom of the page to view the fields and aliases associated with the message.