Creating Case Records

You create cases using the Cases screen.

If automatic serialization is enabled for the Siebel Public Sector application, then you can update the serial number that is automatically generated for a case record. You update the serial number when field values in the record change, and when those field values determine the serial number. Also, you update serial numbers when the serialization rule for the serial number changes after the serial number was last generated.

When you click Regenerate All in the Cases screen, the serial numbers for the selected case record, any associated evidence records, and any associated attachment records are regenerated. The serial numbers for associated Lead records remain unchanged. If you add a case record on the Cases view of any screen, then you must navigate to the Cases screen to regenerate the serial number.

This task is a step in Roadmap for Managing Cases.

To create a case record

1. Navigate to the Cases screen, then the Case List view.

2. Create a new record, and complete the fields as appropriate.

   The following table describes some of the fields.

   Field	Description
   Case Number	Displays an automatically generated number that uniquely identifies the case.
   Case Name	Type a descriptive name for the case.
   Status	Displays a status of Active for the case. Values include Active, Closed, and Inactive. When you set the status to Closed, all other fields in the case record become read-only.
   Sub-Status	Select a further clarification of the case status. The values that you can select depend on the value that you select in the Status field.
   Case Type	Select the type of case. Case types typically are specific to the agency that deploys Siebel Public Sector. Values include Fraud, Social Security Benefit, and Public Health.
   Stage	Select a stage in the process life cycle for the case. Values include Intake, Investigation, and Screening.
   Category	Select the category for the case. Values include Bank Robbery, Bankruptcy, and Benefits. Each category value can have a corresponding category code, and the appropriate code is automatically included in the case serial number. For more information, see About Serialization Rules.
   Territory	Select the agency territory for the case.
   Info Changed	For benefits cases, displays a check in the check box after you click the Scan Changes button if the data that affects benefits changed after an agent last automatically assigned benefits to the case.
   Team	Displays the ID of the user who creates the case record. You can assign additional users to the case. The user who creates the case record remains the primary team member for the case.
   Date Opened	Displays the date and time that you create the case.
   Date Closed	Displays the date and time that you close the case. For more information, see Closing and Reopening Cases.
   Master Case #	Displays the number of the master case that includes the case.
   Parent Case	Displays the original case name for an appeal case. This field applies only to appeal cases. For more information about appeal cases, see Process of Managing Appeal Cases.
   Appealed	Displays a check in the check box if you click the Appeal button to appeal the case and if at least one associated appeal case is active. This field is read-only.
   Description	Type a description containing additional information about the case. Click Check Spelling to verify spelling in this field.
   Organization	Displays the organization of the user who creates the case record, but you can select another organization for the case. You can select multiple organizations for a case, but you can designate only one organization as the primary organization.
   Threat Type	Select the type of threat for an investigative case. Values include Murder, Kidnapping, and Cybercrime.
   Threat Sub-Type	Select a further clarification of the threat type. The values that you can select depend on the value that you select in the Threat Type field.
   Threat Level	Select the predefined level for threat escalation. Values include High, Medium, and Low.
   Classification	Select the classification for an investigative case. Values include Unclassified, Classified, Secret, and Top Secret.
   Group Suspect	For an investigative case, displays the suspect name that users select in the Group Suspects view of the Cases screen. You can also add suspects to or remove suspects from the suspects list using this field.
   Priority	Select the importance of the case. Values include Standard and Urgent.
   Approval Template	Select a template that determines the approval routing for the case. The case record is automatically routed to the each approver’s inbox until the record has all approvals in the chain. For more information, see Reviewing Approvers for Cases and Submitting Cases for Approval.
   Case Serial #	Displays the serial number for the case. A serialization rule populates this field when you save the record. Error messages appear if you try to generate a serial number for a case, and a required field is missing data. To generate a serial number, make sure that all the required fields, and all the fields in the case serialization rule, contain data. For more information, see About Editing the Default Serialization Rules.