# Object type mapping for the standard case in Customer Profiles
<a name="object-type-mapping-standard-case"></a>

The topics in this section provide the standard case definition, and the object type mapping from external applications to the standard case.

**Topics**
+ [Amazon AppFlow access requirements](appflow-access-requirements-case.md)
+ [Standard case definition](standard-case-definition.md)
+ [Mapping Zendesk objects](mapping-zendesk-objects-case.md)
+ [Mapping ServiceNow objects](mapping-servicenow-objects-standard-case.md)

# Amazon AppFlow access requirements in Customer Profiles
<a name="appflow-access-requirements-case"></a>

Use the following Amazon AppFlow access requirements to create and delete Zendesk and ServiceNow integrations with Amazon Connect Customer Profiles:
+ `appflow:CreateFlow`
+ `appflow:DeleteFlow`

# Customer Profiles standard case object fields
<a name="standard-case-definition"></a>

The following table lists all the fields in the Customer Profiles standard case object.


| Standard case field | Data type | Description | 
| --- | --- | --- | 
|  CaseId  | String  | The unique identifier of a standard case.  | 
|  Title  | String  | The case's title  | 
|  Summary  | String  | The case's summary.  | 
|  Status  | String  | The case's status.  | 
|  Reason  | String  | The case's reason.  | 
|  CreatedBy  | String  | The case's creator.  | 
|  CreatedDate  | String  | The case's date created.  | 
|  UpdatedDate  | String  | The case's date updated.  | 
|  ClosedDate  | String  | The case's date closed.  | 
|  AdditionalInformation  | String  | Any additional information relevant to the case.  | 
|  DataSource  | String  | The case's data source.  | 
|  Attributes  | String-to-string map  | Key-value pair of attributes of a standard case.  | 

The standard case objects are indexed by the keys in the following table.


| Standard index name | Standard case field | 
| --- | --- | 
| \$1caseId | CaseId | 

For example, you can use `_caseId` as a key name with the [SearchProfiles API](https://docs.aws.amazon.com/customerprofiles/latest/APIReference/API_SearchProfiles.html) to find a profile that has a case whose CaseId matches with the search value. You can find the standard case objects associated with a specific profile by using the [ListProfileObjects API](https://docs.aws.amazon.com/customerprofiles/latest/APIReference/API_ListProfileObjects.html) with the `ProfileId` and `ObjectTypeName` set to `_case`.

# Mapping Zendesk objects to the standard case in Amazon Connect Customer Profiles
<a name="mapping-zendesk-objects-case"></a>

This topic lists which fields in Zendesk objects map to fields in the standard case in Customer Profiles.

## Zendesk-tickets object
<a name="zendeskticketsobject"></a>

Following is a list of all the fields in a Zendesk-tickets object.
+ id
+ url
+ type
+ subject
+ raw\$1subject
+ description
+ priority
+ status
+ recipient
+ requester\$1id
+ submitter\$1id
+ assignee\$1id
+ organization\$1id
+ group\$1id
+ collaborator\$1ids
+ email\$1cc\$1ids
+ follower\$1ids
+ forum\$1topic\$1id
+ problem\$1id
+ has\$1incidents
+ due\$1at
+ tags
+ via.channel
+ custom\$1fields
+ satisfaction\$1rating
+ sharing\$1agreement\$1ids
+ followup\$1ids
+ ticket\$1form\$1id
+ brand\$1id
+ allow\$1channelback
+ allow\$1attachments
+ is\$1public
+ created\$1at
+ updated\$1at

## Mapping Zendesk-tickets object to a standard case
<a name="mapping-zendeskticketsobject-case"></a>

A subset of the fields in the Zendesk-tickets object map to the standard case in Customer Profiles. The following table lists which fields can be mapped from the Zendesk-tickets object to the standard case.


| Zendesk-tickets source field | Standard case target field | 
| --- | --- | 
|  requester\$1id  | Attributes.ZendeskUserId  | 
|  id  | Attributes.ZendeskTicketId  | 
|  subject  | Title  | 
|  description  | Summary  | 
|  status  | Status  | 
|  requester\$1id  | CreatedBy  | 
|  created\$1at  | CreatedDate  | 
|  updated\$1at  | UpdatedDate  | 

The Zendesk-tickets customer data from the Zendesk object is associated with a Amazon Connect standard case using the following indexes. 


| Standard Index Name | Zendesk-tickets source field | 
| --- | --- | 
|  \$1zendeskUserId  | requester\$1id  | 
|  \$1zendeskTicketId  | id  | 

For example, you can use `_zendeskUserId` and `_zendeskTicketId` as an `ObjectFilter.KeyName` with the [ListProfileObjects](https://docs.aws.amazon.com/customerprofiles/latest/APIReference/API_ListProfileObjects.html) API to find a standard case. You can find the Zendesk-tickets objects associated with a specific profile by using the [ListProfileObjects](https://docs.aws.amazon.com/customerprofiles/latest/APIReference/API_ListProfileObjects.html) API with the `ProfileId` and `ObjectTypeName` set to `Zendesk-tickets`. 

# Mapping ServiceNow objects to the standard case in Amazon Connect Customer Profiles
<a name="mapping-servicenow-objects-standard-case"></a>

This topic lists which fields in ServiceNow objects map to fields in the standard case in Amazon Connect Customer Profiles.

## Servicenow-task object
<a name="servicenow-task-object"></a>

Following is list of all the fields in a Servicenow-task object. 
+ sys\$1id
+ active
+ activity\$1due
+ additional\$1assignee\$1list
+ approval
+ approval\$1history
+ approval\$1set
+ assigned\$1to
+ assignment\$1group
+ business\$1duration
+ business\$1service
+ calendar\$1duration
+ closed\$1at
+ closed\$1by
+ cmdb\$1ci.display\$1value
+ cmdb\$1ci.link
+ comments
+ comments\$1and\$1work\$1notes
+ company
+ contact\$1type
+ contract
+ correlation\$1display
+ active
+ correlation\$1id
+ delivery\$1plan
+ delivery\$1task
+ description
+ due\$1date
+ escalation
+ expected\$1start
+ follow\$1up
+ group\$1list
+ impact
+ knowledge
+ location
+ made\$1sla
+ number
+ opened\$1at
+ opened\$1by.display\$1value
+ order
+ parent
+ priority
+ reassignment\$1count
+ service\$1offering
+ short\$1description
+ sla\$1due
+ state
+ sys\$1class\$1name
+ sys\$1created\$1by
+ sys\$1created\$1on
+ active
+ sys\$1domain.global
+ sys\$1domain.link
+ sys\$1domain\$1path
+ sys\$1mod\$1count
+ sys\$1updated\$1by
+ sys\$1updated\$1on
+ time\$1worked
+ upon\$1approval
+ upon\$1reject
+ urgency
+ user\$1input
+ watch\$1list
+ work\$1end
+ work\$1notes
+ work\$1notes\$1list
+ work\$1start

## Mapping Servicenow-task to a standard case
<a name="mapping-servicenow-task-case"></a>

A subset of the fields in the Servicenow-task object map to the standard case in Customer Profiles. 

The following table lists which fields can be mapped from the Servicenow-task object to the standard case. 


| Servicenow-task source field | Standard case target field | 
| --- | --- | 
|  sys\$1id  | Attributes.ServiceNowTaskId  | 
|  opened\$1by.link  | Attributes.ServiceNowSystemUserId  | 
|  short\$1description  | Title  | 
|  description  | Summary  | 
|  status  | Status  | 
|  sys\$1created\$1by  | CreatedBy  | 
|  sys\$1created\$1on  | CreatedDate  | 
|  sys\$1updated\$1on  | UpdatedDate  | 

The Servicenow-task customer data from Servicenow is associated with an Amazon Connect standard case using the indexes in the following table. 


| Standard Index Name | Servicenow-task source field | 
| --- | --- | 
|  \$1serviceNowTaskId  | sys\$1id  | 
|  \$1serviceNowSystemId  | open\$1by.link  | 

For example, you can use `_serviceNowTaskId` and `_serviceNowSystemId` as an `ObjectFilter.KeyName` with the [ListProfileObjects](https://docs.aws.amazon.com/customerprofiles/latest/APIReference/API_ListProfileObjects.html) API to find a standard case. You can find the Servicenow-task objects associated with a specific profile by using the [ListProfileObjects](https://docs.aws.amazon.com/customerprofiles/latest/APIReference/API_ListProfileObjects.html) API with the `ProfileId` and `ObjectTypeName` set to `Servicenow-task`.

## Servicenow-incident object
<a name="servicenowincident-object"></a>

Following is a list of all the fields in a Servicenow-incident object. 
+ sys\$1id
+ business\$1stc
+ calendar\$1stc
+ caller\$1id.link
+ caller\$1id.value
+ category
+ caused\$1by
+ child\$1incidents
+ close\$1code
+ hold\$1reason
+ incident\$1state
+ notify
+ parent\$1incident
+ problem\$1id
+ reopened\$1by
+ reopened\$1time
+ reopen\$1count
+ resolved\$1at
+ resolved\$1by.link
+ resolved\$1by.value
+ rfc
+ severity
+ subcategory

## Mapping Servicenow-incident to a standard case
<a name="mapping-servicenowincident-case"></a>

A subset of the fields in the Servicenow-incident object map to the standard case in Customer Profiles.

The following table lists which fields can be mapped from the Servicenow-incident object to the standard case. 


| Servicenow-Incident source field | Standard case target field | 
| --- | --- | 
| sys\$1id  |  Attributes\$1ServiceNowIncidentId  | 
| caller\$1id.link  |  Attributes\$1ServiceNowSystemUserId  | 
| incident\$1status  |  Status  | 
| caller\$1id.link  |  CreatedBy  | 
| resolved\$1at  |  ClosedDate  | 
| category  |  Reason  | 

The Servicenow-incident customer data from the Servicenow object is associated with an Amazon Connect standard case using the indexes in the following table. 


| Standard Index Name | Servicenow source field | 
| --- | --- | 
| \$1serviceNowIncidentId  |  sys\$1id  | 
| \$1serviceNowSystemId  |  caller\$1id.link  | 

For example, you can use `_serviceNowIncidentId` and `_serviceNowSystemId` as a ObjectFilter.KeyName with the [ListProfileObjects](https://docs.aws.amazon.com/customerprofiles/latest/APIReference/API_ListProfileObjects.html) API to find a standard case. You can find the Servicenow-incident objects associated with a specific profile by using the [ListProfileObjects](https://docs.aws.amazon.com/customerprofiles/latest/APIReference/API_ListProfileObjects.html) API with the `ProfileId` and `ObjectTypeName` set to `Servicenow-incident`.