Add Case
Add a Case only after you have added a case category, case type, case source in the Case Categories group item.
To add a case category, use the following steps. Because field options populate depending on the selections in previous fields, you must fill out the fields in this form from top to bottom.
- Go to . The Add - Case window opens.
- Enter values in the fields according to the table below. The first four fields in the Add Case form are populated by information entered in the Case Categories group item, and as the name indicates, these fields allow you to categorize the new case.
Field Name Required Description case category Required The case category field indicates the kind of case being added. Items may be added to the case category field via the Case Categories group item in the navigation bar. case type Required A sub-option to "case category" and indicates the type of case being created within the selected case category. For example, if the case category "Office Operations" exists, "Human Resources" may be a possible option for case type. The case type also determines which set of processes, if any, will be used to complete the investigation of the case. case status Optional Status indicates where in the process and how close to completion the case is. case source Required The case source field describes the reason for opening the case. For cases created to process a human resources complaint, for example, a case source option might be "Complaint". case number Required Enter a unique case number for the new case. This number is determined by your company's unique naming standards. case name Required Enter a unique case name for the new case. This name is determined by your company's unique naming standards. designee Required In the designee field, begin entering the name of the customer associated with the case. Once sufficient characters have been entered into the field, designees matching your entry will be suggested in a pop-up under the field. You may also click the Look-up icon next to the designee field to open the List - Customer screen. Select the desired designee from this list. Indicate the date on which the case was opened using the "open date" field. open date Required TBD close date Optional TBD internal assignee Optional Using the internal assignee field, indicate which of your association's netFORUM users should handle this case. Keep in mind that the selected internal assignee must have access to the Case Management module in order to view and work with assigned cases. Assigned cases appear in the My Cases widget on the Overview screen. When the Internal Assignee has been assigned and the case saved, the case name will appear on the Overview group item screen for the assignee in the My Cases widget. external organization Optional If an organization or individual outside of your company should be involved in the resolution of the case, use these fields to indicate the external party. If you select the Look-up icon next to "external organization", the List - Customer screen will appear. Click on the external organization to be inserted – the organization you selected will automatically be inserted into the Add - Case field. Once the external organization has been selected, members of that organization will automatically appear in the external assignee drop-down field. Select the external assignee from the drop-down list. external assignee Optional TBD description Optional Enter a brief description of the case details not included in the other Add - Case fields. This might include names, places, or facts that flesh out the details of the case. note Optional Use the note field to include caveats or instructions on the case being created. - Click Save to save your changes and go to the Case Profile. Click Cancel to lose your changes.