There are many sections on the detail page of the Cases. The following list defines every field in each section:

• In the Main Context section, the Company Number and Case Number display as reference information for the detail record you are viewing.

• In the General Info section:
  • Customer Code - enter or select from the lookup a Customer Code for the current case record. Note: You cannot enter a Customer Code that is assigned to a Prospect; Cases are only available for Customers.

  • Customer Contact - enter or select from the lookup a Customer Contact for the current case. Contacts are maintained in the Contact Master (EC30) view.

  • Case Type - enter or select from the lookup a Case Type associated with the issue reported for the current case record. Case Types are maintained in the Case Types view. For more information, click here.

  • Case Stage - enter or select from the lookup the Stage of the current case. The Stage is the phase that the case is in for the currently selected Type.
    • 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.

    • If you modify the Case Type, the Case Stage field is automatically cleared.

    • Case Stages are maintained in the Case Stage view. For more information on Case Stages, click here.

  • Owner - enter or select from the lookup the Owner of the current case. The owner is the person dealing with the case.
    • 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.

  • Description - enter a short Description associated with the current case. You can enter a maximum of 128 alpha numeric characters.

  • Details - enter a Detailed description associated with the current case. You can enter as much information as required in this field.

  • Priority - indicates the level of urgency associated with the case. You can select a priority from the drop down list. Valid options include:
    • H – High
    • M –Medium
    • L – Low

  • Current Contact - enter or select from the lookup a Current Contact for the case.
    • 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.

  • Estimated Completion Date - enter or select from the calendar the Estimated Complete date on which the case should be resolved.

  • Actual Completion Date - the Actual Completion Date remains blank 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 Actual Completion Date changes to the current date.

  • 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'.

  Warning: If you Personalize the Cases-Details page, you must include all of the required fields. If you do not include all of the required fields, you will not be able to save records in the Personalized view. The required fields are: Customer Code, Case Type, Case Stage and Details.

• In the System section, the fields are available for information purposes only and cannot be edit:
  • Creator - displays the user id of the user logged into the system when the record was created.

  • Date/Time Created - displays the date and time at which the record was created.

  • Modifier - displays the user id of the user logged into the system when this record was last updated.

  • Last Change - displays the date and time at which the record was last updated.

• In the Related section, there are 2 links at the bottom of the Details page:
  • Case Notes
  • Case Activity

For information on the functionality of each button on the Cases-Details page, click here .