Carga útil e esquema do evento de chamado nos Chamados do Amazon Connect

Quando você solicita a inclusão de dados do chamado na carga útil do evento, os dados refletem a versão do chamado após essa edição específica.

Os limites padrão do Chamados do Amazon Connect garantem que a carga útil seja inferior a 256 KB (o tamanho máximo de um evento do EventBus). Como você pode personalizar o modelo de objeto de chamado (por exemplo, você pode definir campos personalizados em objetos de chamado para capturar informações específicas de negócios), o esquema de eventos de chamado reflete as personalizações feitas no objeto de chamado, conforme mostrado nos exemplos a seguir (por exemplo, veja como os UUIDs específicos do cliente estão sendo usados como propriedades JSON).

Exemplo de carga útil de evento de chamado para o recurso de chamado

// Given the limits on the "includedData" configuration
// this payload is guaranteed to less than 256KB at launch.
{
    "version": "0",
    "id": "event ID",
    "detail-type": "Amazon Connect Cases Change",
    "source": "aws.cases",
    "account": "your AWS account ID",
    "time": "2022-03-16T23:43:26Z",
    "region": "The AWS Region of your Amazon Connect instance",
    "resources": [
        "arn:aws:cases:your Amazon Connect AWS Region:your AWS account ID:domain/case domain ID",
        "arn:aws:cases:your Amazon Connect AWS Region:your AWS account ID:domain/case domain ID/case/case ID"
    ],
    "detail": {
        "version": "0",
        "eventType": "CASE.UPDATED", //(or "CASE.CREATED" or "CASE.DELETED")
        "approximateChangeTime": "2022-03-16T23:16:57.893Z",  // Can be used for ordering
        "changedFieldIds": ["status", "last_updated_datetime"],
        "performedBy": {
            "user": {
                "userArn": "arn:aws:connect:your Amazon Connect AWS Region:your AWS account ID:instance/connect instance ID/user/connect user ID"        
            },
            "iamPrincipalArn": "arn:aws:iam::your Amazon Connect AWS Region:role/role name"
        },       
        "case": {
            "caseId": "case ID",
            "templateId": "template ID",
            "createdDateTime": "2022-03-16T23:16:57.893Z",
            
            // This section contains only non-null field values for the 
            // fields that customers have configured in the "includedData".
           
            // Field values included in this section reflects the case
            // after this particular change is applied.
            "fields": {
                "status": {
                    "value": {
                        "stringValue": "open"
                   }
                },
                "case_reason": {
                    "value": {
                        "stringValue": "Shipment lost"
                    }
                },
                "custom-field-uuid-1": {
                    "value": {
                        "stringValue": "Customer didn't receive the product"
                    }
                }
            }
        }
    }
}    

Exemplo de carga útil de evento de chamado para o recurso de item relacionado

// Given the limits on the "includedData" configuration
// this payload is guaranteed to less than 256KB
{
    "version": "0",
    "id": "event ID",
    "detail-type": "Amazon Connect Cases Change",
    "source": "aws.cases",
    "account": "your AWS account ID",
    "time": "2022-03-16T23:43:26Z",
    "region": "The AWS Region of your Amazon Connect instance",
    "resources": [
        "arn:aws:cases:your Amazon Connect AWS Region:your AWS account ID:domain/case domain ID",
        "arn:aws:cases:your Amazon Connect AWS Region:your AWS account ID:domain/case domain ID/case/case ID/related-item/related-item ID"
    ],
    
    "detail": {   
        "version": "0",
        "eventType": "RELATED_ITEM.CREATED", //(or "RELATED_ITEM.UPDATED" or "CASE.RELATED_ITEM.DELETED")
        "approximateChangeTime": "2022-03-16T23:16:57.893Z", // Can be used for ordering
        "changedAttributes": ["comment.commentText"],
        "performedBy": {
            "user": {
                "userArn": "arn:aws:connect:your Amazon Connect AWS Region:your AWS account ID:instance/connect instance ID/user/connect user ID"        
            },
            "iamPrincipalArn": "arn:aws:iam::your Amazon Connect AWS Region:role/role name"
        },        
        "relatedItem": {
            "relatedItemType": "Comment", // (OR Contact)
            "relatedItemId": "related-item ID",
            "caseId": "case id that this related item is a sub-resource of",
            "createdDateTime": "2022-03-16T23:16:57.893Z",
            
            // This section includes any attributes that customers have configured
            // in the "includedData" configuration.
            "comment": {               
                "body": "Gave a $5 refund to customer to make them happy",
            },
            
            // if the related item was of type contact.
            // "contact": {
            //      "contactArn": ".......",
            // }
        }
    }
}