Displaying & Adding Cases

Adding Cases

To create a new Case you can:

• Click Start > Cases > New Case
• Click Start > New > Case
• Open the record for the person who’s reported the Case and on the main tab click New > Case
• Open the record for the person who’s reported the Case, open the Cases tab and click Add Case > New Case

Alternatively, if you have the Contract module you can:

• Open the Contract record relating to the goods/services for which support has been requested, open the Cases tab and click New Case

Cases can be assigned to an individual or to a Queue. Setting up and using Case Queues is a great way to ensure that Cases are allocated to the relevant people / teams quickly.

You can link to the Primary Contact record using the Person icon next to their name. Cases are automatically linked to the Primary Contact’s record. In addition, if the Primary Contact is linked to an employer the Case will also be linked to that employer’s Organisation record. If the Primary Contact changes employer, the employer field will stay unchanged until you reselect the Primary Contact. This means that the Case will stay related to the Organisation that it was raised by.

Displaying Cases

Clicking on Start > Cases displays the Cases Landing Page. The Cases Landing Page displays a choice of views:

• My Open Cases – a subset of all the Cases showing a list of those open Cases assigned to you or that you’re Watching.
• All Cases – a list of all the Cases on your database.
• Open Cases – a list of all the open Cases on your database.
• Closed Cases – a list of all the Cases on your database that have been closed.

You can customise the appearance of this (and any other) Landing Page including grouping, filtering and saving views.  For more information on customising views click here.