Object used to describe the case details for Azure blob data migration to Dataverse.
OpCo's case number that identifies the record. In AX, case numbers are auto-generated and prefixed with 'C'. To prevent conflict with AX, OpCo may prefix legacy case number with 'L-'.
Must be at most 100 characters long
"C12345"
"L12345"
The legacy case number used by the OpCo to identify the record in the original system.
Must be at most 100 characters long
"12345"
"LEG-2024-0001"
Short, descriptive title summarizing the purpose or main issue of the case.
Must be at most 200 characters long
"Damaged delivery - order 12345"
Date and time when the record was created, in ISO 8601 format.
"2025-02-10T09:30:00Z"
"2018-11-13T20:20:39+02:00"
Email address of the associate who originally created the case. The associate must already exist in AX before the case is migrated or created. A Dynamics license is not required for this associate.
Must be at most 1024 characters long
"agent@opco.com"
Identifier of the customer account associated with this case.
Must be at most 50 characters long
"12345678"
"ACC-001234"
Email address of the associate that owns the case when the case is owned by an individual user. The associate must already exist in AX before the case is migrated or created. A Dynamics license is not required for this associate.
Must be at most 100 characters long
"owner.user@opco.com"
Name of the team that owns the case when the case is team-owned. Must match an existing team name in AX.
Must be at most 160 characters long
"Customer Service Team A"
Option set value representing the detailed reason / sub-status describing why the Case is in its current state.
In Progress
Specific value:1
On Hold
Specific value:2
Waiting for Customer
Specific value:3
Escalated
Specific value:4
Resolved
Specific value:5
Cancelled
Specific value:6
Waiting for Approval
Specific value:7
Closed
Specific value:8
Not Resolved
Specific value:10
Information Provided
Specific value:1000
Merged
Specific value:2000
New
Specific value:231820000
Approved (Credit Increase)
Specific value:231820001
Rejected (Credit Increase)
Specific value:231820002
Sales Action Needed
Specific value:231820003
231820000
Additional status indicator for some claim types (DEPRECATED). Retained only for traceability during migration; not mapped to Dataverse.
Claim resolved
Specific value:231820000
Claim approved
Specific value:231820001
Claim rejected
Specific value:231820002
Claim closed
Specific value:231820003
231820000
Option set value representing the channel from which the case was created (case origin). Used to classify and route cases based on channel.
Phone
Specific value:1
2
Web
Specific value:3
2483
3986
IoT
Specific value:700610000
Branch Visit
Specific value:231820001
Sales Visit
Specific value:231820002
Branch Email
Specific value:231820003
Associate Email
Specific value:231820004
eCommerce
Specific value:231820005
eCommerce – Contact Us
Specific value:231820006
Associate
Specific value:231820007
1
Option set value representing the high-level classification of the case based on the nature of the customer request.
Question
Specific value:1
Claim
Specific value:2
Request
Specific value:3
1
Option set value representing the scope of the case (order-level, shipping-group–level, or brand-level).
Brand
Specific value:231820000
Order
Specific value:231820001
Shipping Group
Specific value:231820002
The destination service responsible for handling the case. Must match a support service name that is configured for the OpCo in AX.
Additional information describing the case to assist the service team in reaching a resolution.
Must be at most 5000 characters long
Unique identifier of the primary contact associated with the case (deprecated, use primaryContact.contactId instead).
Must be at most 50 characters long
"12345678"
Object representing the primary contact details associated with the case. During the migration if the contactid is provided, it will be used to link the contact. If not provided, the system will attempt to resolve the contact using the provided details as follow: 1) email, 2) mobile + first name + last name, 3) Landline+first name+last name. 4) team email + first name + last name. The contact should also belongs to the customer associated to the case. If the contact cannot be resolved, the contact will be appened to the case description for manual follow-up after migration.
Unique identifier of the contact, mainly used when the omnichannel contact feed between the OpCo and Spark is in place
Must be at most 50 characters long
"12345678"
Email address of the primary contact associated with the case.
"customer@client.com"
Mobile phone number of the primary contact in E.164 format.
Landline phone number of the primary contact in E.164 format.
Team or shared mailbox email associated with the primary contact.
First name of the primary contact. Used with last name when email is not available.
Last name of the primary contact.
Logical category to which the case belongs. Must match the case category name that is configured for the OpCo in AX
Must be at most 100 characters long
"Account"
Sub-category refining the case categorization. Must match the case sub-category name that is configured for the OpCo in AX
Must be at most 100 characters long
"Service Catalogue"
Specific reason for the case (e.g., damaged, missing, wrong product). Must match the case reason name that is configured for the OpCo in AX.
Must be at most 100 characters long
"Damaged Product"
Detailed progress state of a logistics-related case. Must match the case logisticSubStatus name that is configured for the OpCo in AX.
Must be at most 850 characters long
Customer order identifier associated with the case.
Must be at most 850 characters long
Transfer order identifier associated with the case.
Must be at most 850 characters long
Id of the CDC assigned to handle/support the case. Must match territory name in AX
Must be at most 200 characters long
Facility ID from where the order is delivered
Must be at most 100 characters long
Delivery note number associated with the related order.
Must be at most 100 characters long
Option set value representing the priority level of the case.
Low
Specific value:0
Normal
Specific value:1
High
Specific value:2
1
Indicates whether the first response was sent to the customer.
true
false
Indicates whether the case is eligible for reorder by the logistics team handling the case. Used only for logistics-related cases.
true
false
Internal logistics impact amount with two-decimal precision representing the cost impact of the issue based on WMS purchase prices (not customer sales price). Used for cases involving damaged, missing, or broken products.
Value must be greater or equal to -922337203685477 and lesser or equal to 922337203685477
15.5
120
Delivery address selected by the customer for the resolution order when it differs from the original order delivery address. Used for re-delivery, replacement, or reorder situations.
No Additional PropertiesAccording to ISO 19060, this field contains one third of the address. In most cases this usually contains the whole addres though.
Must be at most 250 characters long
"Belleboslaan 17"
According to ISO 19060, this field contains one third of the address. This is an optional field.
Must be at most 250 characters long
According to ISO 19060, this field contains one third of the address. This is an optional field.
Must be at most 250 characters long
City.
Must be at most 80 characters long
"Montesson"
The ISO 3166-1 alpha-3 of the country
Must be at most 80 characters long
"FRA"
Zip code.
Must be at most 20 characters long
"78360"
department
Must be at most 50 characters long
"JURA"
region
Must be at most 50 characters long
"Bretagne"
Credit increase amount with two-decimal precision.
Value must be greater or equal to -922337203685477 and lesser or equal to 922337203685477
100
1234.56
Option set value indicating whether the credit line request is approved or rejected.
Approved
Specific value:231820000
Rejected
Specific value:231820001
231820000
Reason for requesting credit line increase.
Must be at most 2000 characters long
Detailed explanation of how the case was resolved.
Must be at most 200 characters long
Option set value representing the outcome of the resolution process.
Problem Solved
Specific value:231820000
Not Accepted
Specific value:231820001
Blocked
Specific value:231820002
Email of the associate that resolved the case.
Must be at most 100 characters long
Date when the case was resolved (ISO 8601 date).
"2025-02-10"
Date/time when the case moved from New to In Progress.
"2025-02-10T10:00:00Z"
Date/time when Logistics took charge of the case.
"2025-02-10T11:00:00Z"
Timestamp when the case progress moved from 'In Progress' to 'Sales Action Needed'.
"2025-02-11T10:00:00Z"
Timestamp when case progress moves from 'Sales Action Needed' to 'In Progress'
"2025-02-12T10:00:00Z"
Moment when case is closed at sales level and client can be informed of the resolution.
"2025-02-10T11:00:00Z"
Reference to the sales order linked to resolution
Credit note reference issued in resolution.
Must be at most 100 characters long
Indicates whether the branch must be informed of the resolution.
Code of internal/external party accountable for the issue. Must match part in charge code that is configured for the OpCo in AX
Name of the Logistics handling team
Must be at most 160 characters long
Enter the email address of the user who is assigned to manage the record. DEPRECATED (use owningUserEmail / owningTeamName instead).
Must be at most 254 characters long
Collection of product-level detail lines associated with the case.
No Additional ItemsName or description of the product.
Must be at most 100 characters long
Product identifier (SKU, item ID).
Must be at most 100 characters long
Supplier reference associated with the product.
Must be at most 100 characters long
Name of the product’s brand.
Must be at most 100 characters long
Ordered quantity for the product (non-negative integer or decimal).
Value must be greater or equal to 1
Quantity impacted by the issue (non-negative integer or decimal).
Value must be greater or equal to 0
Reason for the issue at product-line level. Must match one of the case reason name that is configured for the OpCo in AX
Must be at most 100 characters long