How do I change lookups?

Administrators can change lookups for Cases. Optionally, you can map status values to status types. By default, the following five Status types exist for cases:

• Active
• Closed
• Inactive
• Resolved
• Suspended

A case always has one of these status types. However, administrators might want to display different labels for status types or change the display sequence. For example, this might be useful in situations where you want to distinguish between statuses as "In Progress - Troubleshooting" versus "In Progress - Repairing." This procedure maps one or more Statuses to status types.

The following tasks are used to change the case lookups:

• Manage Case Contact Relationships
• Manage Case Priorities
• Manage Case Sensitivities
• Manage Case Sources
• Manage Case Statuses
• Manage Case Profile Options

To change lookups:

1. In the Setup and Maintenance work area, go to the following:

   • Offering: Service

   • Functional Area: Case Management

   • Task: Select all tasks and click the task you want to change.

2. In Lookup Codes, click the lookup code that you want to change.

3. Change the fields to correspond to your needs.

4. Click Save and Close.

5. Repeat the procedure for all the case lookup tasks.

The case lookup is changed.