Get Dynamics 365 Case Status

What the model is told

Check the status of a support case in Dynamics 365 using the case number the customer gives you, such as CAS-01234-A1B2C3. Get an access token first if you do not have one. Returns the title, state and status of the case. statecode 0 means active, 1 resolved and 2 cancelled. If the list is empty, no case has that number.

Request

Headers

• AuthorizationBearer {{accessToken}}
• OData-MaxVersion4.0
• OData-Version4.0
• Acceptapplication/json

Parameters

• ticketNumber stringThe case number, as shown to the customer.
• accessToken stringThe access_token value returned by Get Dynamics 365 Access Token. Reuse it for the rest of the conversation.

{
  "source": "VOICE_AI",
  "tool": {
    "id": "2b4c806b-2084-44c3-8789-a47cd4b9f670",
    "type": "HTTP_REQUEST",
    "label": "Get Dynamics 365 Case Status",
    "name": "get_dynamics_365_case_status",
    "customName": false,
    "description": "Check the status of a support case in Dynamics 365 using the case number the customer gives you, such as CAS-01234-A1B2C3. Get an access token first if you do not have one. Returns the title, state and status of the case. statecode 0 means active, 1 resolved and 2 cancelled. If the list is empty, no case has that number.",
    "parameters": [
      {
        "name": "ticketNumber",
        "type": "string",
        "description": "The case number, as shown to the customer."
      },
      {
        "name": "accessToken",
        "type": "string",
        "description": "The access_token value returned by Get Dynamics 365 Access Token. Reuse it for the rest of the conversation."
      }
    ],
    "config": {
      "endpoint": {
        "method": "GET",
        "url": "https://YOUR_ORG.crm.dynamics.com/api/data/v9.2/incidents?$select=ticketnumber,title,statecode,statuscode&$filter=ticketnumber%20eq%20'{{ticketNumber}}'&$top=1"
      },
      "headers": [
        {
          "name": "Authorization",
          "value": "Bearer {{accessToken}}"
        },
        {
          "name": "OData-MaxVersion",
          "value": "4.0"
        },
        {
          "name": "OData-Version",
          "value": "4.0"
        },
        {
          "name": "Accept",
          "value": "application/json"
        }
      ],
      "body": null,
      "timeout": null
    }
  }
}

IDs are regenerated on every copy.