Case Type - Main

Use this page to define basic information about a case type.

Open the case type page by selecting Admin > Customer > Case Type > Case Type > Add.

Main Information

Enter a unique Case Type code and Description for the case type.

Use Long Description to provide a more detailed explanation of the purpose of the case type.

If your implementation requires restricting case types by CIS Division, specify a CIS Division on the case type.

Person Usage controls the applicability of a person on cases of this type. Select Required if a person must be defined on this type of case. Select Optional if a person can optionally be defined on this type of case. Select Not Allowed if a person is not allowed on this type of case.

Account Usage controls the applicability of an account on cases of this type. Select Required if an account must be defined on this type of case. Select Optional if an account can optionally be defined on this type of case. Select Not Allowed if an account is not allowed on this type of case.

Premise Usage controls the applicability of a premise on cases of this type. Select Required if a premise must be defined on this type of case. Select Optional if a premise can optionally be defined on this type of case. Select Not Allowed if a premise is not allowed on this type of case.

Entity Relationship controls the validation of relationships on cases of this type. All ensures that the account belongs to the person and that the account and premise are related. Person and Account Only disables the account and premise validation. Premise and Account Only disables the person and account validation. None disables all validation and allows any values. This setting only impacts the validation of values entered and works in conjunction with the three usage fields described above.

If you need to restrict access to cases of this type to specific user groups, reference the appropriate Application Service. Refer to Setting Up Application Services for the details of how to secure access to your cases.

If you are configuring a case type to handle the processing of data defined via a Business Object, associating the case type with a business object serves to link the properties of the business object (e.g. BO options) with cases of that type. Refer to Business Objects for further information. In addition, refer to Automatic Transition Rules for information on the role of BO options in case auto-transition errors.

Responsible User Usage controls the applicability of a responsible user on cases of this type. Select Required if a responsible user must be defined on this type of case. Select Optional if a responsible user can optionally be defined on this type of case. Select Not Allowed if a responsible user is not allowed on this type of case. Refer to Responsible User Applicability for more information.

Contact Information Fields

There are three contact information fields: Contact Person & Method Usage, Contact Instructions Usage, and Case Phone Usage. These fields are used to determine whether or not each type of contact information must be entered on case records with this case type. Select Required if the contact information must be entered, select Optional if the user can choose whether or not to include the contact information on this type of case, or select Not Allowed if the contact information cannot be entered on this type of case.

Algorithms

The Algorithms grid contains algorithms that control functions for cases of this type. You must define the following for each algorithm:

• Specify the System Event with which the algorithm is associated (see the table that follows for a description of all possible events).
• Specify the Sequence Number and Algorithm for each system event. You can set the Sequence Number to 10 unless you have a System Event that has multiple Algorithms. In this case, you need to tell the system the Sequence in which they should execute.

The following table describes each System Event.

Case Type Tree

The tree summarizes the case type's lifecycle. You can use the hyperlinks to transfer you to the Lifecycle tab with the corresponding status displayed.