Case form fields
This table contains fields in the header area of the case form.
| Field | Description |
|---|---|
| Case No. | The number that is assigned to the case. The value is New until the case is submitted. |
| User ID | The employee's account ID |
| Employee Name | The name of the employee |
| Status | Open or Closed |
| Substatus | Can be set with default values for these events: open, close, reopen |
| Custom field | Dependent on optional custom field configuration |
This table contains fields in the Issue Information area of the case form.
| Field | Description |
|---|---|
| Quick Case | If available, select a template to pre-populate fields and menu items. If the organization uses classes, then quick cases can be searched by class. |
| Subject | Summary of issue |
| Issue | 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 |
| Resolution | Description of resolution, required to close a case and shown only on closed cases |
This table contains fields in the Case Information area of the case form.
| Field | Description |
|---|---|
| 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. |
| Topic | Topic options for the selected population. Pre-populated but editable if a quick case is selected |
| Category | Options that are based on the selected Topic. can be pre-populated but editable if a quick case is selected. The case can have multiple categories. |
| Subcategory | Options that are based on selected Category. can be pre-populated but editable if a quick case is selected. The case can have multiple subcategories. |
| Secure | Select Yes to make the case viewable only by members of the assigned service group. Can be pre-populated but editable if a quick case is selected |
| Service Group | 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. |
| Assigned To | The agent to whom the case is assigned, based on all agents and service manager members of the selected service group. |
| SLA Date | The date the case is expected to be closed. |
| Adjust Hours | If the SLA date is editable, use this field to modify the SLA date by adding a positive or negative value. |
| Status | The case status: open or closed |
| Substatus | Options are based on configuration |
| Priority | Used to group cases in some reports such as My Case Backlog By Priority. |
| Reminder Date | The date the reminder will be sent |
| Source | The means by which the employee contacted the service center |
| Chat Agent | If the case was initiated by chat, the system sets this field with the name of the agent who accepted the chat |
| Add Time (Min.) | Minutes you add to the calculated time that was spent on the case |
| Time Spent (Min) | The time that was spent on the case |
The Additional Information area contains custom fields that were configured for the population.
This table shows fields in the Employee Information area of the case form.
| Field | Description |
|---|---|
| Employee Name | The name of the employee the case is primarily about. If the case was created in a self-service module, the name of the employee who created the case |
| Contact Name | The name of the contact if it is not the employee, such as a spouse or dependent |
| Contact Relationship | The relationship of the person that is identified in the Contact Name field to the employee |
| User ID | The employee's account ID |
| The employee's email address |
This table shows fields in the Audit Information area of the case form.
| Field | Description |
|---|---|
| Created | The date and time that the case was created |
| Last Modified | The date and time that the case was last modified |
| Closed | The date and time that the case was closed. If the case was reopened and closed multiple times, the most recent date and time the case closed |
| Created By | The name of the person who created the case |
| Last Modified By | The name of the person who most recently modified the case |
| Closed By | The name of the person who closed the case |