Modify Lookups

Administrators can modify 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 statues such as "In Progress - Troubleshooting" versus "In Progress - Repairing." This procedure maps one or more Statuses to status types.

The following tasks are used to modify the case lookups:

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

To modify 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 modify.

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

3. Modify the fields to correspond to your needs.

4. Click Save and Close.

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

The case lookup is modified.