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.

This table shows how case form is organized:


Tabs	Description
Case Details	The Case Details shows required fields and core details of the case. See Case form fields.
Notes and Attachments	Service center users can add notes to a case. Other agents servicing the case can view the notes. You can make notes available to the employee or keep them hidden. You can also use case notes as job application notes. Service center users can attach files to a case. Other agents servicing the case can view the attachments. You can make attachments available to the employee or keep them hidden. You can also attach files to a job application through the case form.
Watchers	The Watchers tab is used to add or remove watchers, who monitor cases. See Watching a case and removing a watched case.
Reminders	The Reminders tab is used to manage reminders for the case. Service users can add new reminders on this tab. See Viewing and creating reminders in the case form.
Relationships	The Relationships tab is used to manage relationships between cases. See Case relationships.
Case History	The Case History tab shows all case events logged into the system. See Case history.