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Cases (CASES)
Cases
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Index Cases-Search Criteria/Grid Cases-Details page Cases-Create |
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Additional Information Case Stages Case Types |
The Cases view is used to maintain and track issues for Customers/Prospects from initial issue through each stage until the case is resolved.
- For example, you may have a Case that falls under the Case Type of Warranty Repair. The normal process warranty repair process is to send the product back to the manufacturer (stage 1). The manufacturer may require that a deductible be submitted before repairs get underway, so the Case goes on hold until the deductible is received (Stage 2). When the deductible is submitted, the repairs get completed (Stage 3), and then the product is returned to you to send back to the customer (Stage 4-final stage, case is now closed).
| Note: The ability to create and update information in the Cases view is controlled by the permissions (create, read, update and delete) assigned to the resource within the role. This help topic assumes that you have the appropriate permissions to create and update records in the Cases view. For more information, see Role Master-Permissions. |
The following fields are available on the Cases 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 Cases records. This field cannot be edited.
- Case Number - displays the system generated Case Number. The case number is assigned when the case is created. This field cannot be edited.
- Customer Code - displays the Customer Code for the Customer/Prospect reporting the case. This field cannot be edited.
- Customer Name - displays the full Customer Name associated with the Customer Code. This field cannot be edited.
- Case Type - indicates the type of case reported. You can enter or select a Case Type from the lookup. The Type is maintained in the Case Types view. For more information on Case Types, click here.
- Description - displays the short Description associated with the current case. You can enter a maximum of 128 alpha numeric characters in this field. You can edit this field as required.
- Detail - displays the Detailed description associated with the current case. You can enter a maximum of 512 alpha numeric characters in this field. You can edit this field as required.
- Case Stage - displays the Stage of the current case. The Stage is the phase that the case is in for the currently selected Type. You can edit this field as required.
- Note: The Case Stage selected must be associated with the Case Type entered. If you select a Stage that is not related the current Type, an error occurs.
- Case Stages are maintained in the Case Stage view. For more information on Case Stages, click here.
- Note: The Case Stage selected must be associated with the Case Type entered. If you select a Stage that is not related the current Type, an error occurs.
- Estimated Completion Date - displays the Estimated Completion Date originally entered when the case was created. You can edit this field as required.
- Owner - displays the Owner of the current case. The owner is the person dealing with the case. You can edit this field as required.
- Note: Case 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.
- The user must have 'Read Only' access to the meta database (set up through the User Master-License view) to access the User Master through the Owner lookup. Note: Even if you do not have access to the query, you can still enter a valid Owner and update the record.
- Note: Case 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.
- Current Contact - displays the Current Contact for the case. The current contact is the person currently dealing with the case. You can edit this field as required.
- Note: Current Contacts 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.
- The user must have 'Read Only' access to the meta database (set up through the User Master-License view) to access the User Master through the Current Contact lookup. Note: Even if you do not have access to the query, you can still enter a valid Contact and update the record.
- Note: Current Contacts 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.
- Complete - the Complete field is display only and displays 'No' until a Case Stage is selected for this Case that has the Complete Stage flag set to Yes. When such a Stage is entered, then the Complete field changes to 'Yes'.
- For more information about the Case Stages click here.
- Note: If you change the Case Stage from one that is flagged as Complete back to one that is not flagged as Complete, this field automatically reverts back to 'No'.
- For more information about the Case Stages click here.
For information on the functionality of each button on the Cases Search Criteria Results/Grid page, click here.
