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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Cases / Case Update

  • Article
  • 3 minutes to read

Operation Information

Updates a Salesforce Case.

This is a Premium Integration.

Authentication

This operation requires authentication, the details of which can be securely stored on your instance in a KeySafe Key of type oAuth 2.0.

To create a key of this type:

  • In the Configuration area of your Hornbill instance, navigate to Platform Configuration > Security > KeySafe;
  • Click on the + Create New Key button;
  • On the resulting Create New Key form, choose oAuth 2.0 in the Type pick list;
  • Give the oAuth 2.0 KeySafe key a Title (this is the name / identifier for the oAuth 2.0 account as you will see it when using the cloud automation node in your workflows);
  • Optionally populate the Description field;
  • Populate the following fields accordingly, then click the Create Key button to create your new key:
Name Type Description
Client Id string Application Client Id
Client Secret string Application Client Secret
oAuth Scope string Application oAuth Scope
Authorize URL string Application Authorize URL
Access URL string Application Access UR
Response Type string Application Response Type
Additional Params string Application Additional Params
Additional Access Token Params string Application Additional Access Token Request Params
Grant Type string Application Grant Type
Refresh URL string Application Refresh URL
Refresh Grant Type string Application Refresh Grant Type
Refresh Body string Application Refresh Body
Revoke URL string Token Revoke URL
Token string Authentication Token
Refresh Token string Refresh Token
API Endpoint string Optional API Endpoint

Tip

Client ID and Client Secret should be populated with a valid Consumer Key and Consumer Secret. Values for the Authorize, Access, Refresh and Revoke URLs can be found on the Salesforce website.

Revoking Access

If at any point you wish to revoke access to any of the above accounts from your Hornbill instance, just delete the relevant KeySafe key(s) from the KeySafe list.

Warning

This will revoke the rights of any existing Cloud Automation Node in your Hornbill Workflows that are using the revoked oAuth 2.0 account, so you will need to manage these workflows accordingly.

Input Parameters

Display Name ID Type Description Required Supported Values
Instance instance string SalesForce Instance Name Yes None provided
Case Id caseId string Case Id Yes None provided
Status status string The Status of the case (e.g New, Working, Escalated, Closed) No New, Working, Escalated, Closed
Origin origin string Origin of the case (Phone, Email, Web) No Phone, Email, Web
Owner Id ownerId string Id of the case owner No None provided
Contact Id contactId string Id of the contact related to the case No None provided
Account Id accountId string Id of the account related to the case No None provided
Web Name suppliedName string Name supplied via Email/Web Form No None provided
Web Email suppliedEmail string Email supplied via Email/Web Form No None provided
Web Phone suppliedPhone string Phone Number supplied via Email/Web Form No None provided
Web Company suppliedCompany string Company Name supplied via Email/Web Form No None provided
Type type string The type of the case No None provided
Reason reason string Reason for the case (e.g. Performance, Breakdown, Feedback) No None provided
Subject subject string Subject of the case No None provided
Priority priority string Priority of the case (High, Medium, Low) No High, Medium, Low
Description description string Description of the case No None provided
Engineering Req Number engineeringReqNumber string Engineering Req Number No None provided
SLA Violation slaViolation string SLA Violation (Yes/No) No Yes, No
Product product string Product on the Case No None provided
Potential Liability potentialLiability string Potential Liability (Yes/No) No Yes, No

Output Parameters

This integration returns no output parameters.

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