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.

The case form is organized into three tabs: Case Details, Notes & Attachments and Relationships.

Case Details

This form shows required fields and core details.

Sections Description
Header case number, user ID, employee name, status, optional custom header field
Issue Information subject, description of issue, regarding information, resolution
Case Information population, topic, category, SLA date, time spent, settings
Additional Information Information not covered in other areas
Employee Information name, relationship, user ID, email
Audit Information dates the case was created, last modified, and closed.

Notes & Attachments

This tab 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. See Case notes and attachments


This tab is used to manage case relationships. See Case relationships.