Support Case Created

Fires when a new support case is created. ownerEntity is the Affiliate and targetEntity is the Case. All case-identifying fields are carried in eventData. The eventType is support_case_created.

Field guarantees

Field	Guarantee
`eventData.internalCaseId`, `internalCaseStatus`	✅ Always present (v1)
`eventData.internalCaseCreatorId`	✅ Always present (v1)
`eventData.externalCaseIdentifier`, `externalCaseStatus`, `externalCaseUrl`	⚠️ Conditional — fall back to empty string when the Jira API response omits them
Case fields in v2	✅ Now delivered — `support_case_id`, `support_case_status`, `support_case_name`, `support_case_category`, `external_case_identifier`, `external_case_status`, `external_case_url`

The acting user who created the case (internalCaseCreatorId) is not included in v2 payloads (PHI-adjacent) — keep the webhook on v1 if you need this detail.

v1 payload (legacy)

The full raw event document. targetEntity is the full Case, and eventData mirrors the key case fields.

{
  "ownerEntityModel": "Affiliate",
  "targetEntityModel": "Case",
  "deleted": false,
  "ownerEntity": { "id": "aff::81fdb635-xxxx-xxxx-xxxx-3568ba573d7d", "name": "<AFFILIATE_NAME>", "…": "affiliate document" },
  "targetEntity": {
    "affiliate": "aff::81fdb635-xxxx-xxxx-xxxx-3568ba573d7d",
    "creator": "usr::a53e1c4b-xxxx-xxxx-xxxx-a6595eb8c3f4",
    "externalCaseIdentifier": "SUP-4821",
    "externalCaseUrl": "https://jira.example.com/browse/SUP-4821",
    "externalCaseStatus": "Open",
    "internalCaseStatus": "New",
    "targetEntityModel": "Order",
    "targetEntityId": "order::7a2c1e3d-xxxx-xxxx-xxxx-13f5e2a55f21",
    "id": "case::c19d2e4a-xxxx-xxxx-xxxx-6f2b8d5a11c3"
  },
  "eventTitle": "Support Case Created",
  "eventDescription": "New support case has been created",
  "eventType": "support_case_created",
  "eventData": {
    "internalCaseId": "case::c19d2e4a-xxxx-xxxx-xxxx-6f2b8d5a11c3",
    "internalCaseStatus": "New",
    "externalCaseIdentifier": "SUP-4821",
    "externalCaseStatus": "Open",
    "externalCaseUrl": "https://jira.example.com/browse/SUP-4821",
    "internalCaseCreatorId": "usr::a53e1c4b-xxxx-xxxx-xxxx-a6595eb8c3f4"
  },
  "_id": "event::6c3c636a-xxxx-xxxx-xxxx-8a92f5b722c4",
  "createdAt": "2026-06-25T18:10:04.556Z",
  "updatedAt": "2026-06-25T18:10:04.556Z",
  "id": "event::6c3c636a-xxxx-xxxx-xxxx-8a92f5b722c4"
}

`eventData` field	Type	Always?	Notes
`internalCaseId`	string	✅	TelegraMD case id
`internalCaseStatus`	string	✅	Internal workflow status
`internalCaseCreatorId`	string	✅	Creator user id
`externalCaseIdentifier`	string	⚠️	Jira key; `""` if the Jira response omits it
`externalCaseStatus`	string	⚠️	Jira status; `""` if omitted
`externalCaseUrl`	string	⚠️	Jira URL; `""` if omitted

v2 payload

Sanitized envelope with case-identifying fields.

{
  "event_type": "support_case_created",
  "event_id": "event::6c3c636a-xxxx-xxxx-xxxx-8a92f5b722c4",
  "api_version": "2026-08-09",
  "timestamp": "2026-05-30T14:00:00.000Z",
  "affiliate_id": "aff::81fdb635-xxxx-xxxx-xxxx-3568ba573d7d",
  "patient_marketing_consent": false,
  "is_returning_patient": false,
  "support_case_id": "case::c19d2e4a-xxxx-xxxx-xxxx-6f2b8d5a11c3",
  "support_case_status": "New",
  "support_case_name": "Order Issue - Payment Failed",
  "support_case_category": "Billing",
  "order_id": "order::7a2c1e3d-xxxx-xxxx-xxxx-13f5e2a55f21",
  "external_case_identifier": "SUP-4821",
  "external_case_status": "Open",
  "external_case_url": "https://jira.example.com/browse/SUP-4821"
}

Field	Delivered in v2	Notes
Envelope (`event_type`, `event_id`, `api_version`, `timestamp`, `affiliate_id`)	✅
Patient identifiers	⚠️	This event is affiliate-owned, so `patient_id`/`patient_external_id` are absent; the boolean enrichment fields (`patient_marketing_consent`, `is_returning_patient`) are still present, defaulting to `false`
`support_case_id`, `support_case_status`, `support_case_name`, `support_case_category`	✅	Case-identifying fields now delivered in v2
`external_case_identifier`, `external_case_status`, `external_case_url`	⚠️	Jira integration fields; may be empty if Jira is not configured
`order_id`	⚠️	Present if the support case is associated with an order
`internalCaseCreatorId` (the acting user)	⛔	Not delivered in v2 (PHI-adjacent)