OnCaseUpdate - Amazon Connect
Assigned queue conditionAssigned user conditionCase reason conditionCase status conditionCase summary conditionCase date/time last closed conditionCase date/time updated conditionCase date/time opened conditionCase reference number conditionCase customer fields condition

OnCaseUpdate

Assigned queue condition

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands – A list of queue ids

  • ComparisonValue – "$.Case.Fields.assigned_queue"

  • Negate - false

{
    "Operator": "CONTAINS_ANY",
    "Operands": ["queueId"], 
    "ComparisonValue": "$.Case.Fields.assigned_queue",
    "Negate": false
}

Assigned user condition

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands – A list of queue ids

  • ComparisonValue – "$.Case.Fields.assigned_user"

  • Negate - false

{
    "Operator": "CONTAINS_ANY",
    "Operands": ["userId1, userId2"], 
    "ComparisonValue": "$.Case.Fields.assigned_user",
    "Negate": false
}

Case reason condition

Parameters

  • Operator - "EQUALS"

  • Operands – An array of strings in which the array length can only be 1. The value is a case reason.

  • ComparisonValue – "$.Case.Fields.case_reason"

  • Negate - true/false

{
    "Operator": "EQUALS",
    "Operands": ["Refund"], 
    "ComparisonValue": "$.Case.Fields.case_reason",
    "Negate": false
}

Case status condition

Parameters

  • Operator - "EQUALS"

  • Operands – An array of strings in which the array length can only be 1. The value is a case status.

  • ComparisonValue – "$.Case.Fields.status"

  • Negate - false

{
    "Operator": "EQUALS",
    "Operands": ["open"], 
    "ComparisonValue": "$.Case.Fields.status",
    "Negate": false
}

Case summary condition

Parameters

  • Operator - “CONTAINS” | “EQUALS”

  • Operands – An array of strings in which the array length can only be 1. The value is a case summary.

  • ComparisonValue – "$.Case.Fields.summary"

  • Negate - false

{
    "Operator": "EQUALS",
    "Operands": ["open"], 
    "ComparisonValue": "$.Case.Fields.summary",
    "Negate": false
}

Case date/time last closed condition

Parameters

  • Operator - “NumberLessOrEqualTo” | “NumberGreaterOrEqualTo”

  • Operands – An array of strings in which the array length can only be 1. The value is interpreted as a numeric value.

  • ComparisonValue – "$.Case.Fields.last_closed_datetime"

  • Negate - false

{
    "Operator": "NumberLessOrEqualTo",
    "Operands": ["2023-11-11T11:11:11.111111Z"], 
    "ComparisonValue": "$.Case.Fields.last_closed_datetime",
    "Negate": false
}

Case date/time updated condition

Parameters

  • Operator - “NumberLessOrEqualTo” | “NumberGreaterOrEqualTo”

  • Operands – An array of strings in which the array length can only be 1. The value is interpreted as a numeric value.

  • ComparisonValue – "$.Case.Fields.last_updated_datetime"

  • Negate - false

{
    "Operator": "NumberLessOrEqualTo",
    "Operands": ["2023-11-11T11:11:11.111111Z"], 
    "ComparisonValue": "$.Case.Fields.last_updated_datetime",
    "Negate": false
}

Case date/time opened condition

Parameters

  • Operator - “NumberLessOrEqualTo” | “NumberGreaterOrEqualTo”

  • Operands – An array of strings in which the array length can only be 1. The value is interpreted as a numeric value.

  • ComparisonValue – "$.Case.Fields.created_datetime"

  • Negate - true/false

{
    "Operator": "NumberLessOrEqualTo",
    "Operands": ["2023-11-11T11:11:11.111111Z"], 
    "ComparisonValue": "$.Case.Fields.created_datetime",
    "Negate": false
}

Case reference number condition

Parameters

  • Operator - “CONTAINS” | “EQUALS”

  • Operands – An array of strings in which the array length can only be 1. The value is interpreted as a numeric value.

  • ComparisonValue – "$.Case.Fields.reference_number"

  • Negate - true

{
    "Operator": "CONTAINS",
    "Operands": ["11111111"], 
    "ComparisonValue": "$.Case.Fields.reference_number",
    "Negate": false
}

Case customer fields condition

Parameters

  • Operator - “CONTAINS” | “EQUALS”

  • Operands – An array of strings in which the array length can only be 1.

  • ComparisonValue – "$.Case.Fields.custom_case_field_id"

  • Negate - true/false

{
    "Operator": "EQUALS",
    "Operands": ["vip"], 
    "ComparisonValue": "$.Case.Fields.custom_case_field_id",
    "Negate": false
}