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Case Timeline API


The case timeline API returns the timeline for a case, allowing the caller to mimic the Case Timeline as shown in the Dovetail Agent application

URL: https://tenant.dovetailnow.com/api/v5/cases/{caseID}/timeline?page={page}&pageSize={pageSize}

Note: {caseID} is the friendly case ID, such as "12345"

QueryString Parameters

Parameter
Type
Optional/Required
Comments
page
integer
required (if loadAll=false)
Which page of results to start at
pageSize
integer
required (if loadAll=false)
How many timeline items to return
loadAll
boolean
optional
If true, will return all of the history items, ignoring the page and pageSize parameters. Default is false.
reverse
boolean
optional
return the items in chronological order (reverse=true) or reverse-chronological order (reverse=false). Default is false (reverse-chronological order)
isVerbose
boolean
optional
If true, the API will return the verbose timeline items, such as property changes and execution of event rules. Equivalent to the ""Show More"" case timeline option within the Dovetail Agent application. Default is false.

Examples

Return the first 20 timeline entries, in chronological order.

https://tenant.dovetailnow.com/api/v5/cases/12345/timeline?page=1&pageSize=20&reverse=true

Return all timeline items, in reverse-chronological order.

https://tenant.dovetailnow.com/api/v5/cases/12345/timeline?loadAll=true&isVerbose=true


Localization

Certain items (such as list items) can be returned in the preferred culture.
For example, when a note is logged to a case, there is an associated Notes Log Type. This is a localized list.
By default, the list display text in the API response will be returned in US English (en-us). An example of a Notes Log Type would be "Phone Incoming"
If you wish to have that list value be localized, set the "Accept-Language" HTTP header to the desired culture. The culture for Mexican Spanish would be "es-mx".
If the API request has an Accept-Language header set to "es-mx", then the Notes Log Type would be returned as "Teléfono entrante"

Hidden Notes and Emails

The Case Timeline API can include hidden entries.

If the API user has the Case: View hidden notes and emails permission, then the timeline collection will include new elements of type HiddenEntry. Within that element, will be a hiddenLog of type Notes or Email. There is also a hiddenReason element.
If the API user does not have the Case: View hidden notes and emails permission, then hidden entries will not be returned in the response.

More information is available in the Hide Notes and Emails from Case Timeline knowledgebase article

Note: Hidden notes and emails are available as of version 2022.6

Additional Notes

  • Rich text items (such as Notes and Emails) are returned as HTML

Related APIs

  • Version 1 of the get-case API /api/v1/cases/caseID/ includes the case timeline, albeit in a limited fashion. It is NOT the complete timeline.
  • Version 5 of the get-case API /api/v5/cases/caseID/ excludes the case timeline.

Retrieving the case timeline can be a time-consuming operation, and can potentially return a lot of data. So retrieving the case details without the timeline will be faster and have a smaller result set. Then, call the timeline API when needed, and with the appropriate paging parameters.


Note: This API is available as of version 2022.1.2