Configuring Case Types

You can add case types with default values so that when your users add cases, some of the fields are all set! To add client service case types, you must be a Global Admin and assigned a role with Edit rights to the Client Service Case Type (gen_AdminCaseTypes) form. To view a list of your case types, see Finding your case types.

To add client service case types:

  1. Go to Admin Workspace.

    There is more than one way to access the Admin Workspace:

    • From the modules bar, click Workspaces.

      The Workspace Search dashboard opens.

    • Type "Admin" in the search box to filter the list of workspaces and locate Admin Workspace.

    OR

    • On the modules bar, on the right side, click <username> > Modules.

      The Modules Search dashboard opens. The Admin Workspace is listed at the top of the dashboard.

  2. In the Search for Dataform section, search for Client Service Case Type or select Client Service > Client Service Case Type.

    The Client Service Case Type dashboard displays.

  3. Click Add to add a new case type or click Edit to update an existing case type.

    The Client Service Case Type form opens.

  4. Complete the form as required:

    Fieldset

    Field

    Description

    Case Type Details

    Title

    Enter a title for the Case Type.

     

    Category

    Select a category for the Case Type.

     

    Secure

    When the Case Type is secured, the system generates a CaseType_#TypeName# security entity that can then be used to provide secure case type access to users other than those directly associated with the Case Type. (The Assigned To user as well as Users in the Notification role, Escalation Level 1 or Escalation Level 2 roles always have rights to the case regardless if it is a secure case type.) Refer to Case security for additional details.

     

    Generates Distress Call

    Configured Client Service Case Types that have the Generates Distress Call option selected automatically creates a Client Rescue record and relates it to the case.

    The Owner of the Client Rescue record is determined by the user who is defined in the Distress Call Owner role. This role should only contain one user.

     

    Default Subject

    The Default Subject field can be used to set the Subject line for the Case Type in question on create. After this field is filled, the subject line no longer defaults. This is by design. We want to preserve any additional information that may have been added.

     

    Default Issue

    The Default Issue field can be used to set the Issue field for the Case Type in question on create. After this field is filled, the Issue field no longer defaults. This is by design as we want to preserve any additional information that may have been added.

     

    Case Type notes

    Enter notes about the case type.

     

    Disable Notifications

    Select the Disable Notifications option to disable notifications to users or roles associated with the case type.

     

    Due Date Offset

    The Case field, Due Date, can be set automatically using the Due Date Offset value on the Case Type form. Business logic looks up this due date offset based on the Case Type and set the date automatically on save if the Due Date field is currently empty.

     

    Require Employee

    When Require Employee is checked, the Employee field on Client Service Case: Add window and the Quick Case window are is required for data entry. The Employee field label also displays in red indicating that it is a required field.

     

    Label Override

    Contents of this field will be displayed instead of the Case Type Title when this case type is exposed in PrismHR . If blank the Employee Portal will display the Title of this case type.

    Case Type Billing

    Billable?

    TBD

     

    Avg. Hours To Complete

    TBD

     

    Cost Rate

    TBD

    Default Assignment

    Default Assignment, Assigned To User, Assigned To Field, Backup Assignment, and Backup Assigned To

    Note:  The fields in the Default Assignment fieldset change depending on the selection in the Default Assignment field.

    When you assign a case, you can specify the Default Assignment as Creator, Single User, or Client Role.

    • Creator: Defaults the Assigned To user on the case to the person that creates the case.

    • Single User: Defaults to the user selected in the Assigned To User field.

      • The Assigned To User field displays as a required field once Single User is selected.

      • Selecting Single User also causes the required field, Backup Assignment, to display. You can select an assignment type of Single User or Client Role.

      • Once the Backup Assignment is set, the Backup Assigned To field displays. It is also a required field. This is where you select the backup user or role based on the backup assignment type selected.

    • Client Role: Defaults to the user determined by the Client Team role selected in the Assigned To Field.

      • The Assigned To Field displays as a required field once Client Role is selected.

      • Selecting Client Role also causes the required field, Backup Assignment, to display.) You can select an assignment type of Single User or Client Role.

      • Once the Backup Assignment is set, the Backup Assigned To field displays. It is also a required field. This is where you select the backup user or role based on the backup assignment type selected.

    Backup Assignment ensures that if the selected Single User or Client Role is not valid (i.e., is blank, Inactive, or Expired), the case type defaults to a meaningful value using the following validation order:

    • Validation Step 1: If the Default Assignment on the Case Type Assignment record is Single User and that user is valid, the Assigned To user on the case displays the default assigned single user.

    • Validation Step 2: If the Default Assignment on the Case Type Assignment is Single User and that user becomes invalid, the Assigned To user on the case displays the user or role from Backup Assigned To field.

    • Validation Step 3: If the Backup Assigned To field user or role is invalid, the Assigned To user on the case displays the Manager of the responsible department from the Case Type category metadata associated with the case type. For example, if the Category field on the Case Type record for 401K is "Benefits", the system will check the Department Admin/Department Details record for "Benefits" and display the name shown in the Manager field as the Assigned To user on the case.

    • Validation Step 4: If no valid default assignments can be found, the Assigned To field will be left blank, and the following error message displays when you click Apply or Save on the case: "There is no Assigned To selected and the associated case type does not have a default user selected. Please either set a default user on the case type or select an Assigned To user. "

    Roles

    Notification Role

    Select the user role that should receive case type notifications on this Case Type.

     

    Assigned To Field

    If a role is selected, when the Case Type is changed on a Client Service Case record, the list of users available in the Assigned To field will be updated to only the users in the configured role.

     

    Escalation Level 1 Role

    This role will be used in the Level 1 escalation of this Case Type.

     

    Escalation Level 2 Role

    This role will be used in the Level 2 escalation of this Case Type.

    Case Type Exposure Setup

    Case Type Visible to External Users

    Exposes the case type to the user for the purpose of Case creation. If this option is not selected, external users do not have this case type as an option when creating a case.

     

    Allow External Access to This Case Type

    Allows External users that are involved in the Case (CreatedBy, AssignedTo, or Owner) access to see and open the Case from the External Case Dashboard.

    External Case Creators always have access to view the cases they create, if the Case Type remains one which is exposed to external users.

     

    Expose Case Type in PrismHR

     

    Previously, when this checkbox was checked, it allowed a case type to be selected in the PrismHR Employee portal widget. If checked you could also change the displayed case type title using the Label Override field.

     

    Now, this field has been replaced by the Expose to Portal field. It no longer determines if a case is used in the PrismHR Employee Portal as of Release 143. The field will be removed from the Client Service Case Type form in a future release.

     

    Expose Case Type to Quick Case

    Check this box to allow this case type to be selected from the Type field of the Quick Case window. (The Quick Case feature is accessible from the Cases dashboard and is used for quickly adding a case using minimal required fields.)

     

    Case Type Position Tags

    Case Type Position Tags allow you to choose which case types are visible to portal users by their PrismHR User Type. Both the Manager and Employee tags are set by default. To display a Case Type to only one group, remove one of the default tags from the Case Type Position Tags field as applicable on each Case Type record.

     

    Expose to Portal

    The Expose to Portal field allows you to identify which case types can be selected in the HCM and/or Prism portals. Select HCM to make the Case Type available for selection in the HCM portal only. Select Prism to make the Case Type available for selection in Prism portal only. Or, select both HCM and Prism to make the Case Type available for selection in both the HCM and Prism portals

  5. Click Save.