The Case Sync is unique when compared to other standard Syncs offered by Kognitiv Loyalty. The Case Sync creates a series of change event triggers for case information. Instead of simply exporting the most recent batch of information since the last sync, the Case Sync exports the full stream of changes and events in cases that change changed since the last sync.
To understand why the Case Sync is unique, you need to understand Triggers. Each Sync is based on Triggers. When a new event activates a Trigger, it stands as the single datapoint for that Trigger. Consider the Member Extended Sync. If a Member's address is updated, the Trigger activates and the Sync will be ready for that new piece of information. Since this change would typically only happen once, the Sync only needs the information once.
For the Case Sync, Customer Support workflows need more than only the most recent event to understand the path of a case. This Sync exports every change in the order they occurred rather than only the most recent. This means the destination will receive the case and all the ways it changed rather than its final form.
Note: This information is available as a PDF for portability. Case Sync.pdf
Case Synchronization Triggers
| Trigger Type | Action Code in the File |
|---|---|
| Case Opened | OPEN |
| Case Closed | CLSD |
| Case Reopened | REOP |
| Added Descriptor | ADDD |
| Removed Descriptor | RMVD |
| Changed Case Category | CCAT |
| Changed Case Queue | CQUE |
| Case Touched | TOCH |
Case Updates File
| Name | CaseUpdatesSync_yyyyMMdd.txt |
| Format | Pipe delimited |
| Frequency | Daily |
| Source | Kognitiv Loyalty |
| Contents | Stream of triggered events that happen to cases since the last synchronization update. |
| Field Name | Description |
|---|---|
| CaseId | Case ID in Kognitiv Loyalty |
| Timestamp | Timestamp of the case trigger event in Universal Time (UTC) formatted (yyyy-MM-dd HH:mm:ss.fff) |
| User | Current user handling an open case, or preferred user associated with a closed case. |
| Action | Case trigger action code Case Synchronization Triggers table above |
| Descriptor | Descriptor External Reference or when empty, Descriptor Name |
| Category | Category External Reference or when empty, Category Name |
| Queue | Queue External Reference or when empty, Queue Name |
| Location | Location External Reference or when empty, Location Name |
| CaseOpenSummary | Text entry from case open |
| CaseCloseSummary | Text entry from case closing |
| MemberInternalId | Kognitiv Loyalty Internal Member Id |
| MemberPrimaryId | Account Id of the highest, most recent rank |
| MemberFirstName | |
| MemberLastName |
Example Data
CaseId|Timestamp|User|Action|Descriptor|Category|Queue|Location|CaseOpenSummary|CaseCloseSummary|MemberInternalId|MemberPrimaryId|MemberFirstName|MemberLastName
1022|2013-09-05 21:39:50.750||OPEN||G|PI|132|Member states points are missing, unsure why.||71291|3451119807|Jason|Schneiders
1022|2013-09-05 21:39:59.513|Jason Schneiders|TOCH|||||||71291|3451119807|Jason|Schneiders
1022|2013-09-05 21:40:23.090||CLSD||||132|Member states points are missing, unsure why.|Closing case.|71291|3451119807|Jason|Schneiders
1022|2013-09-05 21:40:23.097|Jason Schneiders|TOCH|||||||71291|3451119807|Jason|Schneiders
Case Entry Export
| Name | CaseEntriesSync_yyyyMMdd.txt |
| Format | Pipe delimited |
| Frequency | Daily |
| Source | Kognitiv Loyalty |
| Contents | all the case entries since the last synchronization update. |
| Field Name | Description |
|---|---|
| CaseId | Case ID in Kognitiv Loyalty |
| Timestamp | Timestamp of the case trigger event in Universal Time (UTC) formatted (yyyy-MM-dd HH:mm:ss.fff) |
| User | Current user handling an open case, or preferred user associated with a closed case. |
| Entry Type | Type of case entry HKEP – House Keeping Entry PUBL – Public Entry PRIV – Private Entry |
| Entry | Text associated with case entry To standardize the export processing the following changes are made to the text data: • Line breaks are replaced by a “<br>” string. • Double quote (“) characters are removed. • Pipe (“) characters are removed. |
Example Data
CaseId|Timestamp|User|EntryType|Entry
1022|2013-09-05 21:40:11.773|Jason Schneiders|PRIV|Member did not use card in store.
