Managing Cases

Creating a Case

1. Open the Cases (CR306000) form.
   To open the form for creating a new record, type the form ID in the Search box, and on the Search form, point at the form title and click New.
2. On the form toolbar, click Add New Record and in the Summary area, do the following:
   1. In the Class ID box, select the case class that will serve as the basis for your case.
   2. In the Business Account box, select the customer that is associated with the case and that will be billed for the case resolution.
   3. In the Contact box, select the customer representative that should be contacted about the case.
   4. In the Owner box, select the employee of your company to whom you want to assign the case.
   5. If the Additional Info tab specifies a workgroup, you can select a user only from the list of the group members.
   6. In the Subject box, type a brief description of the case.
3. On the Additional Info tab, do the following:
   1. If needed, select the contract in the Contract box that you want to associate with the case.
   2. If needed, select the Billable check box if you want the case to be billable.
   3. If needed, in the Workgroup box, select the workgroup that you want to associate with the case. (If you have already selected an owner who is not included in this workgroup, the Owner box will be cleared.)
4. On the Details tab, in the Message box, type a detailed description of the case.
5. On the form toolbar, click Save.

Assigning a Case to an Owner

1. Open the Cases (CR3060PL) form.
2. On the All Records filter tab, click the case record that you want to assign to an owner. The Cases (CR306000) form opens. The form is filled in with the data of the selected case.
3. On the form toolbar, click Open.
4. In the Details dialog box, which opens, specify the following settings:
   1. In the Reason box, select the reason for the status change (for example, In Process).
   2. In the Owner box, select the employee to whom you want to assign the case.
   3. Click OK.

Assigning Multiple Cases to Owners

1. Open the Assign Cases (CR503210) form.
2. Click the header of the Owner column and select the Is Empty filter condition to filter unassigned cases.
3. Then, do one of the following:
   1. To assign cases, in the unlabelled column, select the check boxes for the cases that you want to assign, and then click Process on the form toolbar.
   2. To assign all listed cases, click Process All on the form toolbar.

Closing a Case

1. Open the Cases (CR3060PL) form.
2. On an appropriate filter tab, find and click the reference number of the case that you want to close. The Cases (CR306000) form opens. The form is filled in with the data of the selected case.
3. On the form toolbar, click Close.
4. In the Details dialog box, which opens, do the following:
   1. In the Reason box, select the reason the case has been closed (for instance, Resolved).
   2. Click OK.

Releasing an Individual Case

1. Open the Cases (CR3060PL) form.
2. On an appropriate filter tab, find and click the reference number of the case that you want to release. The Cases (CR306000) form opens. The form is filled in with the data of the selected case.
3. On the form toolbar, click Release.

Releasing Multiple Cases

1. Open the Release Cases (CR507000) form.
2. Do one of the following:
   1. To release certain cases, in the unlabelled column, select the check boxes for the cases that you want to release, and then click Process on the form toolbar.
   2. To release all listed cases, click Process All on the form toolbar.