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.