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Entering Attribute Information

Attributes enable you to extend the information stored for a case without modifying that case's base table. This capability is valuable when you want to capture additional information about a case that is not available.

For example, you might need to capture the color and size attributes for certain types of products but not for all products. Because these attributes are relevant only for some products, you do not want to add them as fields to the base table itself.

Page Name

Definition Name

Usage

Attributes Page

RC_ATTR_CASE

Add user-defined information to the case.

Use the Attributes page (RC_ATTR_CASE) to add user-defined information to the case.

Navigation

  • select Support, then select Search Cases, then select Case, then select Attributes

  • select HelpDesk, then select Search Cases, then select Case, then select Attributes

  • select HR HelpDesk, then select Search Cases, then select Case, then select Attributes

  • select Analyst Service Center, then select Search Cases, then select Case, then select Attributes

Image: Attributes page

This example illustrates the fields and controls on the Attributes page.

Attributes page

Select or enter the information that you want to add to the case.

See Understanding Attributes.