Adding and configuring case source types

A case source type is used to identify the source of an issue, like phone, email or a self-servce module. The source is set on the case form when a case is created. You can add case source types that agents can select in the case form. If your organization offers multiple languages,then you must add a translation for each source type.

  1. Click Configurable Lists & Sets.
  2. Click Sources.
  3. To add a case source, click the Add button. To edit a case source, click the field that you want to edit.
  4. Specify this information:
    Source
    Specify the name of the source, This name is used throughout the application.
    Description
    Specify a description of the source for reference.
    Order
    Specify the position of the source when it is displayed in a list of sources.
    Is Default
    Select this option to make the source the default option.
    Active
    Select this setting to make the source available in the system.
  5. Click Save.