Creating Case Origins
A case origin type is how a support case is reported. Knowing how a case was reported helps your support people track communication with your customers.
For example, Wolfe Electronics links to their online case form from their Web site. They create a new case origin, Online, for cases that are reported with the online form.
The Case Origin Type field appears on case records. This field can also appear in the online case form on your Web store or Web site. For more information about online case forms, see Online Case Forms.
The following default case origin types are included in your account:
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Phone
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Web
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Email
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Other
To create a new case origin:
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Go to Setup > Support > Case Origin Types > New.
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In the Case Origin field, enter a name for this case origin type.
This name appears in a list on case records in the Origin field.
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In the Insert Before field, you can choose to place this type before an existing type in the list.
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In the Description field, enter a description of this case origin type or what cases should have this origin type.
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Click Save.
To change your case origins, go to Setup > Support > Case Origin Types. Click the name of the origin you want to change. Click Edit, and make your changes. Then, click Save.
To inactivate case origins, check the Inactive box on case origin records. These origin types no longer appear on new cases. To see inactive case origins, check the Show Inactives box at the bottom of the Case Origin Types list.
You can base case rules on case origin types. For example, one of your support representatives handles all email messages and another support rep answers all phone calls. You can set up your case rules, and then territories, by the case origin.