Understanding Cases

As the main component of Oracle's JD Edwards EnterpriseOne Support systems, the JD Edwards EnterpriseOne Case Management system captures the details of customers' problems and provides a process to track cases from creation to resolution.

Use the Case - Manage form to enter and review all information related to a case. This form provides tabs and access to the Case Entry program (P90CG501), the Solution program (P90CG502), the Activities program (P90CG510), and the Related Actions program (P90CG503). You can also attach both internal and external messages or documents to the case using media objects.

You can create various objects related to a case, such as sales orders, quotes, scripts, service work orders, equipment work orders, leads, and returned material authorizations (RMAs), all within the context of a case using the Related Actions program.

Click the Related Links link in the Manage Case form to access each area of a case that you want to review. You can access multiple contact, customer, supplier, employee, item, equipment, and contracts programs using this link.

Note: You can also access related programs (contact, customer, supplier, case time entry, item/equipment, contracts, supplemental data, and case history) from the Row menu on the Work With Case Management form of the Case Entry program (P17500). This option of accessing related programs from the Work With Case Management form is helpful if you use the Speed Case Entry program (P90CG601) because you cannot access the related programs from the Speed Case Entry form.

Use the Activities program to assign issues related to the case to other team members in order to resolve a customer problem. Activities, a foundational component of JD Edwards EnterpriseOne Customer Relationship Management (CRM), enable users to track case-related actions such as meetings, tasks, and to-dos. Activities appear on the calendar control.