The case form
The case form is a record of all information about a case. When you are creating a new case, you use the case form to record important information about the case. When you save the case, the case is routed to the appropriate service group.
The case forms that you use have been configured to best serve the needs of the populations for whom they are used. The case form can differ from population to population. For example, one population can hide some fields. Another population might use additional custom fields. A third population might use the same fields as the first population but can offer different options.
If a population that you serve has been configured with quick cases, agents can use them to save time and effort when creating new cases.
| Area | Description |
|---|---|
| Case Details |
This form shows required fields and core details of the case. See Case form fields |
| Dialogue |
This area is used to manage notes and attachments that are related to the case. Users can view and manage notes and attachments and view information about them, including the dates they were last updated and the service center users who updated them. |
| Watchers | This area is used to add or remove watchers, who monitor cases in which they have interest. See Watching a case and removing a watched case. |
| Reminders | This area is used to manage reminders for the case. Service users can add new reminders here. See Viewing and creating reminders in the case form. |
| Relationships |
This area is used to manage relationships between the case and other cases. See Case relationships. |
| Case History | This area shows all case events that were logged to the system. See Case history. |