Learn about how to create a case, update a case, retrieve all cases, and close a case in the case portal.
Added in 23.12.
Note:Contact support to enable Salesforce integration on your Aurora Community if Salesforce integration is part of your contract. If you want to purchase Salesforce integration, contact your Customer Success Manager (CSM).
In this guide, you will learn how to:
- Create a case
- Update a case
- Retrieve all cases
- Close a case
Create a case
Before you create a case, ensure that the Case portal and Case creation are turned on.
Note:Ensure that the Salesforce integration settings are configured as per the Configure and set the salesforce integration.
You can use the createSalesforceSupportCase mutation to create a case in the case portal.
mutation {
createSalesforceSupportCase(subject: "title color is not matched", body: "The title card color is not displaying the color as per the color code. Request you to resolve it.") {
result {
id
status
subject
origin
caseNumber
createdDate
lastModifiedDate
closedDate
}
errors {
... on Error {
__typename
message
}
}
}
}
Here is the response to the createSalesforceSupportCase mutation.
{
"data": {
"createSalesforceSupportCase": {
"result": {
"id": "case:5005j00000tZLFBAA4",
"status": "New",
"subject": "title color is not matched",
"origin": "Private Support",
"caseNumber": "00001181",
"createdDate": "2024-01-08T16:32:22.000+05:30",
"lastModifiedDate": "2024-01-08T16:32:22.000+05:30",
"closedDate": null
},
"errors": null
}
}
}
Update a case
You can update a case when you have the Case portal and Case update features turned on.
You can use the updateSalesforceCase mutation to update a case.
In the example below, we are going to update the description of a case. Here is the sample request.
mutation updateSalesforceCase(
$id: ID!
$subject: String
$status: String
$description: String!
$origin: String
) {
updateSalesforceCase(
id: $id
subject: $subject
status: $status
description: $description
origin: $origin
) {
result
errors {
... on Error {
__typename
message
}
}
}
}
The query variables to update the description of the case are given below.
{
"id": "case:5005j00000tZLFBAA4",
"description": "The color code used in #FF000 but the community shows ##TT090"
}
Here is the response to the query variables.
{
"data": {
"updateSalesforceCase": {
"result": true,
"errors": null
}
}
}
Retrieve all the cases
You can retrieve all the cases from the case portal using the below query.
query {
isSupervisor
salesforceCases(
constraints: {
supervisorView: { eq: false }
}
)
{
edges {
cursor
node {
id
caseNumber
subject
status
body
origin
lastModifiedDate
createdDate
closedDate
isClosed
url
message {
__typename
...on Message {
id
}
}
author {
id
email
}
customFields {
... on CustomStringField {
__typename
name
stringValue
}
}
attachments {
fileName
url
fileSize
id
}
comments {
creationDate
}
}
}
pageInfo {
hasNextPage
hasPreviousPage
startCursor
endCursor
}
}
}
Here is the response to the GraphQL query.
{
"data": {
"isSupervisor": false,
"salesforceCases": {
"edges": [
{
"cursor": "MHwwMDAwMTE4MXwwfDI1OzI1fHN2OmVxfA",
"node": {
"id": "case:5005j00000tZLFBAA4",
"caseNumber": "00001181",
"subject": "Update the title pane",
"status": "New",
"body": "updated description",
"origin": "Private Support",
"lastModifiedDate": "2024-01-08T16:34:20.000+05:30",
"createdDate": "2024-01-08T16:32:22.000+05:30",
"closedDate": null,
"isClosed": false,
"url": "/[COMMUNITY DOMAIN]/api/2.0/graphql/caseportal",
"message": null,
"author": {
"id": "user:45",
"email": "salesforceuser1@gmail.com"
},
"customFields": [],
"attachments": null,
"comments": []
}
},
{
"cursor": "MHwwMDAwMTE1NXwxfDI1OzI1fHN2OmVxfA",
"node": {
"id": "case:5005j00000tXYibAAG",
"caseNumber": "00001155",
"subject": "Issue with the Color Theme",
"status": "New",
"body": "The color theme doesn't match with the aurora community.",
"origin": "Community",
"lastModifiedDate": "2024-01-08T11:02:46.000+05:30",
"createdDate": "2024-01-03T15:24:32.000+05:30",
"closedDate": null,
"isClosed": false,
"url": "https://[COMMUNITY DOMAIN]/t5/forums/forumtopicpage/board-id/testing/message-id/10#M10",
"message": {
"__typename": "ForumTopicMessage",
"id": "message:145"
},
"author": {
"id": "user:45",
"email": "salesforceuser2@gmail.com"
},
"customFields": [],
"attachments": null,
"comments": []
}
},
{
"cursor": "MHwwMDAwMTE0OXwyfDI1OzI1fHN2OmVxfA",
"node": {
"id": "case:5005j00000tXVNyAAO",
"caseNumber": "00001149",
"subject": "Private case",
"status": "New",
"body": "This is a private case where there is a issue with the Known Issue numbers. ",
"origin": "Private Support",
"lastModifiedDate": "2024-01-03T15:05:54.000+05:30",
"createdDate": "2024-01-03T11:55:16.000+05:30",
"closedDate": null,
"isClosed": false,
"url": null,
"message": null,
"author": {
"id": "user:45",
"email": "salesforceuser3@gmail.com"
},
"customFields": [],
"attachments": null,
"comments": []
}
},
{
"cursor": "MHwwMDAwMTEyNXwxNXwyNTsyNXxzdjplcXw",
"node": {
"id": "case:5005j00000sZejPAAS",
"caseNumber": "00001125",
"subject": "Discrepancy in Blog Replies.",
"status": "New",
"body": "Issue with the Blog Replies",
"origin": "Community",
"lastModifiedDate": "2023-12-28T16:08:28.000+05:30",
"createdDate": "2023-12-28T13:00:31.000+05:30",
"closedDate": null,
"isClosed": false,
"url": "https://[COMMUNITY DOMAIN]/forums/forumtopicpage/board-id/moveboard/message-id/4#M4",
"message": {
"__typename": "ForumTopicMessage",
"id": "message:101"
},
"author": {
"id": "user:45",
"email": "salesforceuser4@gmail.com"
},
"customFields": [],
"attachments": null,
"comments": []
}
}
],
"pageInfo": {
"hasNextPage": false,
"hasPreviousPage": false,
"startCursor": null,
"endCursor": null
}
}
}
}
Close a case
You can close a case when you have the allowToCloseOwnCase field granted.
To enable members to close their community cases, admins must set up Close Case form fields.
Note: Make sure that the configuration to close a case is configured by the support team, case status and case comments are configured in the case portal.
In the example, we are going to close a case using closeSalesforceCase mutation.
mutation closeCase($id: ID!, $status: String!, $comment: String!) {
closeSalesforceCase(id: $id, status: $status, comment: $comment) {
result
errors {
... on Error {
__typename
message
}
}
}
}
The query variables to close a case are given below.
{
"id": "case:5005j00000tXzFNAA0",
"status": "Closed",
"comment": "ClosingComments"
}
Here is the response to the above query.
{
"data": {
"closeSalesforceCase": {
"result": true,
"errors": null
}
}
}
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