This resource returns information about all support cases related to clients under a client hierarchy. The case information is stored in Saxo Banks CRM system. Cases have originated from a user having entered a case in one of Saxo Banks trading platforms.
Who can use it ?
- This feature is only available to individual partners upon request and after explicit configuration..
- Access is assigned to a particular user at the top level in a partner structure and all requests to OpenAPI will be made in the identity of that top level user.
What is a Case?
A case represents an open or serviced issue which has been raised by the client for handling by a support team.
By default a top level user can view all the open cases corresponding to its clients.
A case can have one of the following statuses:
| CaseStatus | Meaning | Open or Closed |
|---|---|---|
| Cancelled | The case has been cancelled by client or partner. | Closed |
| ExternallyPending | Awaiting further information from client | Open |
| InformationProvided | Information has been provided to client | Closed |
| InProgress | Is in progress, is being worked on | Open |
| InternallyPending | Is being worked on, but awaiting further action internally at partner | Open |
| InternallyPendingEscalated | Is being worked on, awaiting further action at partner, and this has been escalated | Open |
| Merged | Merged with other case, this case is closed | Closed |
| ProblemSolved | Problem solved | Closed |
Performing simple operations
Finding a case
It is possible to filter the list of available cases across all available clients by a date range and one or more status values.If no value for status is provided, then all open cases within the date range will be returned.
Updating a case
Three separate endpoint allow the caller to update an open case:
- PATCH ... /support/cases/{CaseId} updates the core information about a case
- POST ... /support/cases/{CaseId}/internalcomment, adds an internal comment to the case. It is only possible to add a single comment to a case.
- POST ../support/cases/{CaseId}/note, adds a note to the case. A note may include a file. It is only possible to add a single note to a case.
Closing a case
This is done simply by using a PUT to change the case status.
Redirecting a case to Saxo Bank.
If the case needs further attention by Saxo Bank, the partner use the PATCH method to change the value of the field "HandledByPartner" to false.