abcs: "0.2"
id: service.customer-case
version: "0.2"
title: Customer Case
domain: service
summary: A tracked business matter raised by or on behalf of a customer that requires investigation, response, or resolution.
schema: schemas/objects/service/customer-case.schema.json
keys:
  - name: case-number
    primary: true
    fields: [number]
    scope: [provider]
relationships:
  customer:
    target: sales.customer
    cardinality: one
    required: false
stateDimensions:
  lifecycle: [open, in-progress, resolved, closed, cancelled]
  assignment: [unassigned, assigned]
capabilities:
  - service.customer-case.get
  - service.customer-case.search
  - service.customer-case.create
  - service.customer-case.assign
  - service.customer-case.escalate
  - service.customer-case.resolve
  - service.customer-case.close
provenance:
  policy: GREEN
  sources: [Sirvisetti original canonical model]
