Setting Up Required Fields

You can define the fields in which you are required to enter information before the system advances a case to the next status in the queue. Required fields can be based on specific request document types, request queues, and request types; or they can be set up to cover all document types, queues, and request types. For example, when a live request (call type 1) appears in the VIP queue and you advance it to the complete status (999), you can complete the reason field (CALLRN).

This section lists a prerequisite and discusses how to set up required fields for Case Management.