Case form fields

Field	Description
Subject	The summary of issue.
Issue	A detailed description of the issue.
Regarding	Search and select the name of an employee if the case is about an employee that is not the employee whose name is on the case.
Population	The default population of the employee. This field is hidden if the site is configured with one population. If the employee is a member of multiple populations, then these populations can be selected. A change to the population can change available fields and menu items.
Substatus	Specify the default values for any of these events: open, close, reopen.
Topic
Priority	Description of resolution, required to close a case and shown only on closed cases
SOP	Click to access a description of the SOP, if available.
Source	Specify the source of the case e.g., telephone, employee self service, or other.
Service Group	This is the service group to which the case is assigned, based on all service groups that are configured in the routing manager to serve the selected topic. Agents can select available service groups to re-assign the case because of escalation or other reason.
Add Time	If the calculated time that was spent on the case is inadequate, then add minutes.
Time Spent	This is the calculated time that was spent on the case.
Assigned To	Assign a service center user to the case..
Category	Specify an option. Options are based on the selected topic.
Subcategory	Specify an option. Options are based on selected category.
Secure	Select Yes to make the case viewable only by members of the assigned service group.
SLA Due	The date the case is expected to be closed.
Adjust Hours	If the SLA date is editable, then you can use this field to modify the SLA date by adding a positive or negative value.
Show Case To Employee	Use the Show Case to Employee field on the case form to make the case available to the employee for viewing or to hide it from the employee.
Contact Name	Specify the name of the contact if it is not the employee, such as a spouse or dependent.
Contact Relationship	Specify the relationship of the person that is identified in the Contact Name field to the employee
Best Time To Contact	Specify the optimum time of day to communicate with the contact.
Select 2	TBD
Select 3	TBD
Select 4	TBD
Select 5	TBD
Select 6	TBD
Contact Person	Specify a person to contact when the subject of the case is not available.
Mother's Name	Specify the employee's mother's name.
Father's Name	Specify the employee's father's name
Company Name	Specify the name of the employee's company.
Manager Name	Specify the name of the employee's manager.
Team	Specify the employee's team.
Reminder 30 Days	Specify the date that the 30-day reminder begins.
Start Date	Specify the employee's start date.
End Date	Specify the employee's end date, if applicable.
Termination Date	Specify the date that the employee was terminated, if applicable.
Returned Date	Specify the date that the employee returned to the company after having left.
Rehire Date	Specify the date that the emplyee was rehired.

Subject

The summary of issue.

Issue

A detailed description of the issue.

Regarding

Search and select the name of an employee if the case is about an employee that is not the employee whose name is on the case.

Population

The default population of the employee. This field is hidden if the site is configured with one population. If the employee is a member of multiple populations, then these populations can be selected. A change to the population can change available fields and menu items.

Substatus

Specify the default values for any of these events: open, close, reopen.

Topic

Priority

Description of resolution, required to close a case and shown only on closed cases

SOP

Click to access a description of the SOP, if available.

Source

Specify the source of the case e.g., telephone, employee self service, or other.

Service Group

This is the service group to which the case is assigned, based on all service groups that are configured in the routing manager to serve the selected topic. Agents can select available service groups to re-assign the case because of escalation or other reason.

Add Time

If the calculated time that was spent on the case is inadequate, then add minutes.

Time Spent

This is the calculated time that was spent on the case.

Assigned To

Assign a service center user to the case..

Category

Specify an option. Options are based on the selected topic.

Subcategory

Specify an option. Options are based on selected category.

Secure

Select Yes to make the case viewable only by members of the assigned service group.

SLA Due

The date the case is expected to be closed.

Adjust Hours

If the SLA date is editable, then you can use this field to modify the SLA date by adding a positive or negative value.

Show Case To Employee

Use the Show Case to Employee field on the case form to make the case available to the employee for viewing or to hide it from the employee.

Contact Name

Specify the name of the contact if it is not the employee, such as a spouse or dependent.

Contact Relationship

Specify the relationship of the person that is identified in the Contact Name field to the employee

Best Time To Contact

Specify the optimum time of day to communicate with the contact.

Select 2

TBD

Select 3

TBD

Select 4

TBD

Select 5

TBD

Select 6

TBD

Contact Person

Specify a person to contact when the subject of the case is not available.

Mother's Name

Specify the employee's mother's name.

Father's Name

Specify the employee's father's name

Company Name

Specify the name of the employee's company.

Manager Name

Specify the name of the employee's manager.

Team

Specify the employee's team.

Reminder 30 Days

Specify the date that the 30-day reminder begins.

Start Date

Specify the employee's start date.

End Date

Specify the employee's end date, if applicable.

Termination Date

Specify the date that the employee was terminated, if applicable.

Returned Date

Specify the date that the employee returned to the company after having left.

Rehire Date

Specify the date that the emplyee was rehired.