Field Name Data Type Character Limit

id Alpha Numeric 60
subject Alpha Numeric 256
caseNumber Alpha Numeric 60
email String 64
phone Numbers 21
escalationMessage String 4000
messageNew TRUE/FALSE TRUE/FALSE
incomingMessage String 4000
sendEmail TRUE/FALSE TRUE/FALSE
outgoingMessage String 4000

Revision Histo
Date Revised By
12/10/2009 D. Abrillo
 Revision History
Revision Details
- Added createdDate and lastMessageDate columns
- Renamed caseEntityHandle column to caseEntityRef
- Renamed contactHandle column to contactRef
- Renamed escalateList column to escalateList_escalateRef
- Moved sendEmail column before incomingMessage column
id subject caseNumber
ExternalID Subject Number

This is the Unique backend

Identifier for a Case Record.
It should be Unique for all
the Cases. Can be copied
from the Case Number in
absence of any Unique This is a Unique Case
backend identifier. Subject for this case Number
Alpha Numeric String Alpha Numeric
String Max Size 60 String Max Size 256 String Max Size 60

CS-125 Test Case 125

CS-126 Test Case 126
incidentDate incidentTime createdDate
Incident Date Incident Time Created Date

This is the Time on which

the Case was logged.
This is the Date on which the Format Acceptable is
Case was logged hh:mm AM/PM
Date Time Date
mm/dd/yyyy HH:MM AM/PM mm/dd/yyyy
lastMessageDate caseEntityRef contactRef
Last Message Date Company Contact

"Reference of the Customer

to which this Case is
associated with.
If the customer to be
referred is a child customer,
the customer ids with
complete parent-child will
have to be provided.
Ex. Parent CustomerID :
Child CustomerID"
Date List
mm/dd/yyyy List
Reference to the Contact
which is associated with this
Case.
The format required is :
Complete CustomerID
Hierarchy : ContactID
List
List

Parent Company ID Parent Company ID : John Smith

Parent Company ID : Child ComParent Company ID : Child Company ID : Jane Foster
 email phone itemRef issueRef
E-mail(s) Phone Item Issue

The information
entered for this
field can be in
one of the
following formats: Reference to an Item record
This field should contain the 999-999-9999 which must exist in your
main E-mail address of the (999) 999-9999 account prior to importing
Customer. 1-999-999-9999 Cases. The complete parent-
The information entered for 1 (999) 999-9999 child hierarchy is required if Reference to an
this field must 999-999-9999 ext the case is to be attached with Issue which must
conform to the standard e- 999 the child item. exist in your
mail address format. i.e. +44 (0) 1234-4567- Ex. Parent Item Name/Number account prior to
user@domain.com 568 : Child Item name/Number import.
Alpha Numeric Numbers List List
String Max Size 64 String Max Size 21 List List

D : John Smith
D : Child Company ID : Jane Foster
statusRef priorityRef originRef
Status Priority Origin

Reference to
the Priority of
this case
which must Reference to the Origin of
Reference to the status of the exist in your this case which must exist
case which must exist in your account prior in your account prior to
account prior to import. to import. import.
List List List
List List List

Closed Medium
In Progress High
caseTypeRef assignedRef escalateList_escalateRef
Type Assigned To Escalate To

Reference to an
Employee
Reference to the type of this Record which is Reference to an Employee to
case which must exist in your assigned to this whom this case is Escalated
account prior to import. Case. to.
List List List
List List List
escalationMessage messageNew sendEmail
Message New Message E-mail Reply

Put TRUE of you want to

Enter a message that will be e-
mailed to the person you are
escalating this case to.
String
String Max Size 4000
send an e-mail to the
customer replying him
regarding the case. The
message in the column U
will be emailed to the
Put TRUE if this is a new customer during the import
Message. if this field is set to TRUE
Boolean Boolean
TRUE/FALSE TRUE/FALSE
incomingMessage outgoingMessage
Customer Customer

Use this field to enter a reply

to the message.
If this case was submitted
by a customer, the This can be an answer,
customer's message solution or request for more
appears here. information based on the
information in the Incoming
If you are creating this case, Message field.
enter the problem or
question here.
String String
String Max Size 4000 String Max Size 4000
custom:Name of the field(Label of the field) custom:Name of the field(Label of the field)
Name of the field(Label of the field) Name of the field(Label of the field)

This field is used to import the Value for the

Custom field which must be created prior to
This field is used to import the Value for the data import. Please add more Columns to the
Custom field which must be created prior to right in case you have more than two custom
data import. fields to import data for.