Request Syntax URI Request Parameters Request Body Response Syntax Response Elements Errors Examples See Also

CreateRelatedItem

Creates a related item (comments, tasks, and contacts) and associates it with a case.

There's a quota for the number of fields allowed in a Custom type related item. See Amazon Connect Cases quotas.

Use cases

Following are examples of related items that you may want to associate with a case:

Related contacts, such as calls, chats, emails tasks
Comments, for agent notes
SLAs, to capture target resolution goals
Cases, to capture related Amazon Connect Cases
Files, such as policy documentation or customer-provided attachments
Custom related items, which provide flexibility for you to define related items that such as bookings, orders, products, notices, and more

Important things to know

If you are associating a contact to a case by passing in Contact for a type, you must have DescribeContact permission on the ARN of the contact that you provide in content.contact.contactArn.
A Related Item is a resource that is associated with a case. It may or may not have an external identifier linking it to an external resource (for example, a contactArn). All Related Items have their own internal identifier, the relatedItemArn. Examples of related items include comments and contacts.
If you provide a value for performedBy.userArn you must also have DescribeUser permission on the ARN of the user that you provide.
The type field is reserved for internal use only.

Endpoints: See Amazon Connect endpoints and quotas.

Request Syntax


POST /domains/domainId/cases/caseId/related-items/ HTTP/1.1
Content-type: application/json

{
   "content": { ... },
   "performedBy": { ... },
   "type": "string"
}

URI Request Parameters

The request uses the following URI parameters.

caseId

A unique identifier of the case.

Length Constraints: Minimum length of 1. Maximum length of 500.

Required: Yes

domainId

The unique identifier of the Cases domain.

Length Constraints: Minimum length of 1. Maximum length of 500.

Required: Yes

Request Body

The request accepts the following data in JSON format.

content

The content of a related item to be created.

Type: RelatedItemInputContent object

Note: This object is a Union. Only one member of this object can be specified or returned.

Required: Yes

performedBy

Represents the creator of the related item.

Type: UserUnion object

Note: This object is a Union. Only one member of this object can be specified or returned.

Required: No

type

The type of a related item.

Type: String

Required: Yes

Response Syntax


HTTP/1.1 200
Content-type: application/json

{
   "relatedItemArn": "string",
   "relatedItemId": "string"
}

Response Elements

If the action is successful, the service sends back an HTTP 200 response.

The following data is returned in JSON format by the service.

relatedItemArn

The Amazon Resource Name (ARN) of the related item.

Type: String

Length Constraints: Minimum length of 1. Maximum length of 500.

relatedItemId

The unique identifier of the related item.

Type: String

Length Constraints: Minimum length of 1. Maximum length of 500.

Errors

For information about the errors that are common to all actions, see Common Errors.

AccessDeniedException

You do not have sufficient access to perform this action.

HTTP Status Code: 403

InternalServerException

We couldn't process your request because of an issue with the server. Try again later.

retryAfterSeconds: Advice to clients on when the call can be safely retried.

HTTP Status Code: 500

ResourceNotFoundException

We couldn't find the requested resource. Check that your resources exists and were created in the same AWS Region as your request, and try your request again.

resourceId: Unique identifier of the resource affected.
resourceType: Type of the resource affected.

HTTP Status Code: 404

ServiceQuotaExceededException

The service quota has been exceeded. For a list of service quotas, see Amazon Connect Service Quotas in the Amazon Connect Administrator Guide.

HTTP Status Code: 402

ThrottlingException

The rate has been exceeded for this API. Please try again after a few minutes.

HTTP Status Code: 429

ValidationException

The request isn't valid. Check the syntax and try again.

HTTP Status Code: 400

Examples

This section provides examples for supported related item types.

Type: Comment

Request:


{
  "content": {
    "comment": {
      "body": "Hello World!",
      "contentType": "Text/Plain"
    }
  },
  "type": "Comment"
}

Type: Sla

Request:

name is the descriptive name for the SLA
targetSlaMinutes is the time in minutes within which the SLA must be met
type only supports "CaseField"
fieldId only supports "status" field
targetFieldValues is the value that the field must reach for the SLA to be met and only supports one value.


{
  "content": {
    "sla": {
      "slaInputConfiguration": {
        "name": "Resolution SLA",
        "targetSlaMinutes": 10,
        "type": "CaseField",
        "fieldId": "status",
        "targetFieldValues": [
          {
            "stringValue": "closed"
          }
        ]
      }
    }
  },
  "type": "Sla"
}

Type: File

Request:


{
  "content": {
    "file": {
      "fileArn": "[fileArn]"
    }
  },
  "type": "File"
}

Type: Contact

Request to associate a customer contact with a case:


{
  "content": {
    "contact": {
      "contactArn": "[contactArn]"
    }
  },
  "type": "Contact"
}

Type: Custom

Request to associate a custom defined related item with a case:

Note

System case fields cannot be used in a custom related item.


{
  "content": {
    "custom": {
        "fields": [
            {
            "id": "[field_id_1]",
            "value": {
                "stringValue": "Billing"
                },
            {
            "id": "[field_id_2]",
            "value": {
                "stringValue": "Incorrect Shipping Address"
                }
            }
        ],
    }
  },
  "type": "Custom"
}

Type: ConnectCase

Request to associate another Amazon Connect case with a case:


{
  "content": {
    "connectCase": {
      "caseId": "[caseId]"
    }
  },
  "type": "ConnectCase"
}

CreateRelatedItem Response example

All successful CreateRelatedItem requests return the same response structure:


{
  "relatedItemArn": "arn:aws:cases:us-west-2:[account_id]:domain/[domain_id]/case/[case_id]/related-item/[related_item_id]",
  "relatedItemId": "[related_item_id]"
}