Cases
Cases are a supported entity type in Notification Center. When Case lifecycle events occur, Notification Center generates notification requests that can be routed to external destinations.
Supported entity subtypes
An entity subtype adds a layer of granularity to an entity type. For Cases, an entity subtype consists of two elements: state and status.
| Entity | State | Status | Description |
|---|---|---|---|
| Cases | CREATED | OPEN | A new Case has been created and is open for handling. |
| Cases | ACTIVE | OPEN | The Case is actively in progress and remains open. |
| Cases | ACTIVE | ACKNOWLEDGED | The Case is being handled and has been explicitly acknowledged. |
| Cases | RESOLVED | CLOSED | The Case has been resolved and closed, with optional resolution metadata. |
All supported entity subtypes can be found in the Cases API.
Notification triggers
Case routing rules support the following lifecycle triggers:
| Trigger | When it fires |
|---|---|
| Activated | Impact is confirmed and the Case becomes active |
| Acknowledged | Someone takes ownership of the Case |
| Resolved | Underlying indicators are healthy and the Case is resolved |
| Closed | Follow-ups are complete and the Case is fully finished |
| Priority changed | The Case priority level is updated |
| Assignee changed | The Case is assigned or reassigned |
These triggers are configured in Case routing rules within a router. Each trigger can be routed to a different destination, allowing teams to control which stakeholders are notified at each stage of the incident lifecycle.
Routing and Ownership Tags
Cases use Ownership Tags — environment, service, and team — for routing. These are the same attributes used in Infra Explorer Ownership Tags, so labels already defined on your infrastructure carry through to notification routing.
Unlike alerts, which use the routing.<key>: <value> prefix, Cases inherit their routing labels from the Ownership Tags assigned to the underlying infrastructure.
Context reference
All templates have access to the _context variable, which contains metadata about the notification source type, including system identifiers and trigger details. This context allows you to dynamically customize your template content based on the notification's origin.
See Dynamic templating for details.