Case Activity (CASEACTIVITY)

The Case Activity view assign specific activities to a Case. For example, a follow up call with the Customer may be required for a Case. You add the details required for the follow up call into the Case Activity.

• The 'Continue' work flow in the Case Activity view takes you to the Case Activity Note view where you can add Notes to each Case Activity as required.

• You can use the 'Export to Outlook Appointments' and/or the 'Export to Outlook Tasks' feature to export the Case Activity information to a UMS users Outlook Calendar or Task.

You can edit the Case Activity information in either the Search Criteria/Grid page, in the grid section, or on the Details page.

The following fields are available on the Case Activity view and are based on the order in which they appear in the grid on the search page:

• Company - every record in the PointForce iTopia SQL database includes the Company Number. When reviewing the results from your search, the Company Number will display for all case activity records. This field cannot be edited.

• Activity Key - displays the system generated key associated with every case activity record created in the CRM module of PointForce iTopia. This field cannot be edited.

• Case No. - displays the Case Number assigned to the Case for which the activity is being created. This field cannot be edited.

• Customer Code - displays the Customer Code assigned to the case activity. This field cannot be edited.

• Customer Name - displays the full Customer Name associated with the Customer Code. This field cannot be edited.

• Description - displays the short Description of the case activity that is used in conjunction with the Export to Outlook Appointments and/or Tasks options. You can enter a maximum of 128 alpha numeric characters in this field. This is a mandatory field.

• Detail - displays a Detail description of the activity that is used in conjunction with the Export to Outlook Appointments and/or Tasks options. You can enter a maximum of 1024 alpha numeric characters in this field.

• Owner - displays the Owner assigned to the current case activity. The owner is the person dealing with the case activity. You can edit this field as required. This is a mandatory field.
  • Note: Owners must be set up in the User Master. For more information on setting up Users in the User Master, click here or see your system administrator for further information.

• Busy Status - displays the Busy Status of the case activity. The Busy Status is used in conjunction with the Export to Outlook Appointments option. There are 4 valid selections:
  • 0 - Free
  • 1 - Tentative
  • 2 - Busy
  • 3 - Out of Office

• Due Date & Time - Outlook - displays the concatenated information entered in the Due Date and Due Time fields and is used in conjunction with the Export to Outlook Appointments and/or Tasks options. Note: The Due Date and Due Time fields are available on the Case Activity-Details page. This field cannot be edited.
  • For more information on the Export to Outlook Appointments option click here.

  • For more information on the Export to Outlook Tasks option click here.

• Location - displays the Location at which the current activity is to take place. You can enter a maximum of 30 characters in this field. The Location is used in conjunction with Export to Outlook Tasks option.
  • Note: This field is optional. If, however, the field is left blank and you use the Export to Outlook Tasks option, the Location field in Outlook Tasks will be blank.

• Duration - displays the length of time, in minutes, the case activity is set to last. This field is calculated based on the information entered in the Start Date/Start Time and Due Date/Due Time fields. This field cannot be edited.

• Completion Date - enter or select from the lookup a Completion Date for the case activity. This field is optional.

• Outlook Info - displays the concatenated information from the Customer Code, Contact and Detail fields and is used in conjunction with the Export to Outlook Appointments and/or Tasks fields. This field cannot be edited.

  Note: If a Contact has not been entered OR a Contact is entered that does not exist in the Contact Master(EC30), the Contact information displays as "N/A" as the Contact. If no Details were entered for the record then "No Details" displays in the Details position.

  • For more information on the Export to Outlook Appointments option click here.

  • For more information on the Export to Outlook Tasks option click here .

• Start Date & Time - Outlook - displays the concatenated information entered in the Start Date and Start Time fields and is used in conjunction with the Export to Outlook Appointments and/or Tasks options. The Start Date and Start Time fields are available on the Case Activity-Details page. This field cannot be edited.
  • For more information on the Export to Outlook Appointments option click here.

  • For more information on the Export to Outlook Tasks option click here.

• Default Subject-Outlook - displays the concatenated information entered in the Type and Description fields. The information is prefixed with the phrase ‘<CRM>’ to differentiate Appointments and Tasks that are exported to Outlook through PointForce iTopia from all others. The Default Subject-Outlook field is used in conjunction with the Export to Outlook Appointments and/or Tasks options. This field cannot be edited.
  • For more information on the Export to Outlook Appointments option click here.

  • For more information on the Export to Outlook Tasks option click here.

For information on the functionality of each button on the Cases Activity Search Criteria Results/Grid page, click here.