Case Type - Main

Use this page to define basic information about a case type.

Open the case type page by selecting Admin > Case Type.

Main Information

Enter a unique Case Type code and Description for the case type.

Use Long Description to provide a more detailed explanation of the purpose of the case type.

Person Usage controls the applicability of a person on cases of this type. Select Required if a person must be defined on this type of case. Select Optional if a person can optionally be defined on this type of case. Select Not Allowed if a person is not allowed on this type of case.

Account Usage controls the applicability of an account on cases of this type. Select Required if an account must be defined on this type of case. Select Optional if an account can optionally be defined on this type of case. Select Not Allowed if an account is not allowed on this type of case.

Location Usage controls the applicability of a location on cases of this type. Select Required if a location must be defined on this type of case. Select Optional if a location can optionally be defined on this type of case. Select Not Allowed if a location is not allowed on this type of case.

If you need to restrict access to cases of this type to specific user groups, reference the appropriate Application Service. Refer to Setting Up Application Services for the details of how to secure access to your cases.

If you are configuring a case type to handle the processing of data defined via a Business Object, associating the case type with a business object serves to link the properties of the business object (e.g. BO options) with cases of that type. Refer to Business Objects for further information. In addition, refer to Automatic Transition Rules for information on the role of BO options in case auto-transition errors.

Responsible User Usage controls the applicability of a responsible user on cases of this type. Select Required if a responsible user must be defined on this type of case. Select Optional if a responsible user can optionally be defined on this type of case. Select Not Allowed if a responsible user is not allowed on this type of case. Refer to Responsible User Applicability for more information.

Contact Information Fields

There are three contact information fields: Contact Person & Method Usage, Contact Instructions Usage, and Callback Phone Usage. These fields are used to determine whether or not each type of contact information must be entered on case records with this case type. Select Required if the contact information must be entered, select Optional if the user can choose whether or not to include the contact information on this type of case, or select Not Allowed if the contact information cannot be entered on this type of case.

Algorithms

The Algorithms grid contains algorithms that control functions for cases of this type. You must define the following for each algorithm:

The following table describes each System Event.

System Event

Optional / Required

Description

Case Information

Optional

We use the term "Case information" to describe the basic information that appears throughout the system to describe a case. The data that appears in "case information" may be constructed using an algorithm plugged in here.

Refer to Case Info May Be Formatted By An Algorithm for more information on when this algorithm is used.

Click here to see the algorithm types available for this system event.

Case Type Tree

The tree summarizes the case type's lifecycle. You can use the hyperlinks to transfer you to the Lifecycle tab with the corresponding status displayed.