Adding cases

You can add a case through multiple paths in the application. Cases can be added from:

  • Your Home page, in the Client Service Cases widget bar.
  • Cases dashboard (standard case entry and Quick Case entry)
  • Note: The Quick Case entry feature is only available on the Cases (Cases 2.0) dashboard, not the Cases-Old (Cases 1,0) dashboard.
  • Client Workspace, in the Client Service Cases widget bar.
  • Many dataforms through the Action Center.

To learn about the various case creation methods, see Case creation methods.

Let's add a case directly from the client workspace through the Client Service Cases widget.

To add a case from the client workspace:

1. Open a client workspace.
2. On the Client Service Cases widget bar, click .


The Client Service Case: Add form opens.

3. Complete the form. Required fields are marked in red.

Category

Select a broad classification for this case.

Case Type

Type is a more specific classification for the case. Case Types are filtered by the selected Category. To expedite your selection, this is a typeahead field. You can scroll the list and select a type or start typing and select a match. When the Case Type is selected, a few of the fields are auto-filled.

Assigned To

Auto-filled.

Client Contact

Select the contact for this client. 

Reported By

Can be manually typed. Auto-fills when the Reported By (Employee) value is added or updated (i.e., Is Dirty).

 

Note: 

  • The corresponding Email Address and Phone Number are auto-filled from the Contact record associated with the Related By (Employee) if the related contact record contains this information.  Note that clearing the Reported By (Employee) field also clears the Reported By, Email Address, and Phone Number fields.

  • If you do not select a Reported By (Employee) but you do select a Client Contact, the Email Address and Phone Number are auto-filled from the selected Contact record if the record contains this information.

  • If you select both a Reported By (Employee) and a Client Contact, the Email Address and Phone Number are auto-filled based on whichever field was completed last.

Phone Number

Auto-filled when you select a Client Contact or when the Reported By (Employee) value is added or updated.

Status

New is the default. Status is updated when the Workflow Links are selected.

Email Address

Auto-filled when you select a Client Contact or when the Reported By (Employee) value is added or updated.

Priority

Medium is the default.

Due Date

Auto-filled when Case Type is selected. Else, you can set a due date.

Notify User

Auto-filled with the name of the user completing the form. 

Employee

This is where you select the employee that is the reason for the case, such as an employee onboarding or termination request. Employee lookup only includes active employee records. To include inactive employees, begin your search by typing a ~ (tilde). The list then displays inactive records.

Subject

Provide a descriptive subject.

Issue

Provide a detailed description of the issue. Include the communication with the client.

Resolution

Provide what was done to complete the case.

Internal Notes

Provide notes and direction for internal team members. When addressing another team member, begin your comment with their name and change the Assigned To field to that individual.

Case Notes

If applicable, the Case Notes can be used to communicate with other contacts outside of your Organization.

Disable Notifications

When checked, this setting prevents any notifications from sending when the form is saved. This is useful when an edit is applied, and it is unnecessary to notify any subscribers or notification users.

Hours to Complete

Provide hours, If applicable.

Case Num

Auto-filled.

Created By

Auto-filled.

Create Date

Auto-filled with current Date and Time.

Create Time

Auto-filled with current Time.

Level 1 Escalation Date

If applicable, this auto-fills based on the Level 1 Escalation parameters.

Level 1 Escalation Time

If applicable, this auto-fills based on the Level 1 Escalation parameters.

Level 2 Escalation Date

If applicable, this auto-fills based on the Level 2 Escalation parameters.

Level 2 Escalation Time

If applicable, this auto-fills based on the Level 2 Escalation parameters.

Resolution Date

This auto-fills with the Date and Time when the Status changes to Complete.

Resolution Time

This auto-fills with the Time when the Status changes to Complete.

Reported By (Employee)

This is the name of the employee who reported the case.

Note:

  • When the Reported By (Employee) value is added or updated (i.e., Is Dirty), the value is used to auto-fill the Reported By (i.e., caller name) field located in the Case Details section. The corresponding Email Address and Phone Number are also auto-filled from the related Contact record if the Contact record contains this information. Note that clearing the Reported By (Employee) field also clears the Reported By, Email Address, and Phone Number fields.

  • If you do not select a Reported By (Employee) but you do select a Client Contact, the Email Address and Phone Number are auto-filled from the selected Contact record if the record contains this information.

  • If you select both a Reported By (Employee) and a Client Contact, the Email Address and Phone Number are auto-filled based on whichever field was completed last.

  • Additionally, when the Communication Method field equals Employee Portal, the Reported By (Employee)field becomes "read-only".

Case Audit

Provides a list of user activity within the case.

Communication Method

Select the method by which the client communication originated: Email, Email Add In, Email Integration, Employee Portal, Fax, Other, Phone, Voice Mail, or Workflow Channel.

The method is auto-filled and set to read-only for cases created from an Email, Email Integration, Employee Portal, and Workflow Channels.

Active

Enabled by default.

4. Click Save to save the case.