Case action payloads

When a user triggers a case action with an action_type of webhook, Tines sends an HTTP POST request to the action URL. For automatic case event notifications, see Case notification payloads.

The examples on this page are abridged. Actual requests include the full current case object. Optional values can be null, and collections can be empty.

Case action webhooks use one shape:

{
  "user": {
    "id": 27,
    "first_name": "Alex",
    "last_name": "Smith",
    "email": "alex.smith@example.com"
  },
  "button": {
    "id": 1,
    "label": "Escalate case",
    "type": "webhook",
    "url": "https://tenant.tines.com/webhook/escalate/secret"
  },
  "case": {
    "id": 42,
    "name": "Suspicious sign-in",
    "status": "open",
    "url": "https://tenant.tines.com/cases/42"
  },
  "message": "Triggered by Escalate case in case 42"
}

Configured query parameters do not create a different payload shape. Tines appends them to the request URL and adds them as top-level fields in the same JSON body:

{
  "destination": "tier-two",
  "notify": true
}

The keys case_id, user, button, case, and message are reserved and cannot be overwritten. The full case object includes the description, sub-status, severity, priority, tags, team, comments, author, assignees, case timestamps, metadata, other case actions, tasks, record IDs, fields, and blocks.