Cases Objects
Cases Objects
Some of the most important Gainsight objects used in the Connectors module are described here:
This is a standard object which stores support tickets data in the tenant.
| Field Name | Description |
|---|---|
| Company ID | Companies Ids, a case associated with. This field has a lookup to the GSID field in the company object. |
| Case Type | Stores information about the type of cases - Problem, Incident, Question, and so on. |
| Case Priority | Priority of a case - High, Medium, or Low. |
| Case Parent ID | Parent ID of the case. |
| Case Description | Description of the ticket. |
| Modified Date at source | Last modified date at source. |
| Source Id | Source of the ticket, such as email, phone, chat and so on. |
| External System Id | Unique Id of the case record located at source. |
| Requester ID | GS Id given to a Requester. |
| Assignee ID | User Ids, a case associated with. This field has a lookup to the GSID field in the user object and relationship object. |
| Case Resolution Date | Date on which the case is marked as resolved at the source. |
| Relationship ID | Lookup to the GSID field in the relationship object. |
| Has Linked Issues | Indicates whether there are any link issues or not. This field is of boolean data type (True / False). |
| Source Instance Id | Instance identifier of the source connection from which the connector is authenticated. |
| Created Date | Date and time at which the case is created at Gainsight. |
| Created Date at source | Date and time at which the case is created at source. |
| Ticket Url | URL of case record at source. |
| Source Org ID | Source organization Id of the ticket. |
| GSID | GSID of a case record. |
| External Id | Ticket number at source. |
| Case Status | Current state of the case such as Open, In-progress, Closed and so on. |
| Source Type | Connector type from where this case record is inserted to Zendesk, Freshdesk, and so on. |
| Modified Date | Last modified date at Gainsight. |
| Case Subject | Subject of the case. |
Note:
While selecting Gainsight objects for Add to Destination for any job creation, only select Case object. Other objects such as Case Associations, Case Organization Mapper, and Case Level CTA are considered as reference objects and will be populated automatically when job runs.
Case Associations
This object stores information of all the tickets and helps identify the relationship (parent - child) among the tickets, if any.
| Field Name | Description |
| Associated Case ID | GSID of a case record.This field has a lookup to the GSID field in the case object |
| Source Associated ID | Ticket number at source.It is same as External Id field in case object. |
| Source Parent ID | Source of parent case record. |
| Resolved | Indicates whether the case is resolved or not. This field is of boolean data type (True / False). |
| Source Instance Id | Instance identifier of the source connection from which the connector is authenticated. |
| GSID | GSID of a case association record. |
| Parent Case ID | Stores the parent case Id from which the case has been generated. |
| Modified Date | Displays the last modified date of the case association. |
| Source Type | Connector type of the case records. |
| Created Date | Date and time at which the case is created. |
Case Level CTA
This object specifies the CTA which is generated in response to a company, which is exclusive to the Zendesk connector. CTAs generated by the Zendesk Gainsight widget are stored here.
| Field Name | Description |
| External Ticket ID | Id of an external ticket at the source. |
| Source Instance ID | Instance identifier of the source connection from which the connector is authenticated. |
| Modified Date | Last modified date of the case level CTA. |
| GSID | GSID of the CTA stored in this object. |
| CTA ID | GSID of the CTA . It refers to the GSID field in the CTA object. |
| Case ID | GSID field in the case object |
| Created Date | Date and time at which the case is created. |
Case Organization Mapper
This object contains mapping information between the external source organizations and Gainsight company.
| Field Name | Description |
| Source Instance ID | Instance identifier of the source connection from which the connector is authenticated. |
| GS Company ID | GSID of company record. This field has a lookup to the GSID field in the company object. |
| GS Company Name | Company name in Gainsight. |
| GS Relationship ID | GS Relationship Id. |
| GS Relationship Name | GS Relationship name |
| Source Org ID | Source organization Id of the external system. |
| Source Organisation Name | Source organization name. |
| Created Date | Created date of the case organization mapper. |
| Modified Date | Last modified date of the case organization mapper. |
| GSID | GSID of the record. |