Case form fields
This table shows the fields in the header of the case form:
| Field | Description |
|---|---|
| Case No. | The number that is assigned to the case, which initially shows New until the case is submitted |
| User ID | The account ID of the employee |
| Employee Name | The name of the employee |
| Status | The status of the case, which is Open or Closed |
| Substatus | The substatus of the case with default values that apply to open, close, and reopen events |
| Custom field | Dependent on optional custom field configuration |
This table shows the fields in the Issue Information section of the case form:
| Field | Description |
|---|---|
| Quick Case | If available, select a template to pre-populate fields and menu items or search quick cases by class if your organization uses classes |
| Subject | The summary of the issue |
| Issue | A detailed description of the issue |
| Regarding | If the case involves a different employee from the one listed on the case, search and select the correct name of the employee |
| Resolution | A description that is required to close a case, and only displayed when the case is closed |
This table shows the fields in the Case Information section 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, you can select these populations. A change to the population can change available fields and menu items. |
| Topic | The topic options for the selected population. This field is pre-populated but editable if a selected quick case is configured to enable editing of the Topic field.
If the topic of the selected case is configured with an email address of the appropriate team to handle the case in the routing settings, the case details are sent to that address instead of creating a case. The subject becomes the email subject, and the issue becomes the email body. A confirmation message is displayed after submission. If the profile of the employee who is submitting the case does not include a valid email address, the email is not sent and a standard case is created. |
| Category | You can configure options based on the selected topic. The Category field is pre-populated, but you can configure it when you select a quick case. A case can have multiple categories if the Multi-category or Subcategory feature is configured on. |
| Subcategory | You can configure options based on the selected category. The Subcategory field is pre-populated, but you can configure it when you select a quick case. A case can have multiple subcategories if the Multi-category or Subcategory feature is configured on. |
| Secure | Specify Yes to make the case visible only to the members of the assigned service group. The Secure field is pre-populated, but you can configure it when you select a quick case. |
| 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 expected date when the case is closed. |
| Adjust Hours | If the SLA date is configurable, use this field to modify the SLA date by adding a positive or negative value. |
| Status | Set the status of the case to Open or Closed. |
| Substatus | Substatus options are based on configuration. |
| Priority | The level of importance assigned to a case, such as High or Low. You can group cases in reports such as My Case Backlog By Priority. |
| Reminder Date | The scheduled date for the reminder. |
| Source | The method the employee used to contact the service center. |
| No. of Employees Affected | The number of employees who are affected by the issue. |
| Chat Agent | If the case is initiated by chat, this field is set with the name of the agent who accepted the chat. |
| Add Time (Min.) | The minutes you add to the calculated time spent on the case. |
| Time Spent (Min.) | The time spent on the case. |
The Additional Information section contains custom fields that are configured for the population.
This table shows the fields in the Employee Information section of the case form:
| Field | Description |
|---|---|
| Employee Name | The name of the employee associated with the case or, if the case is 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 to the employee, which is identified in the Contact Name field |
| User ID | The employee's account ID |
| The employee's email address |
This table shows the fields in the Audit Information section of the case form:
| Field | Description |
|---|---|
| Created | The date and time that the case is created. |
| Last Modified | The date and time that the case is last modified. |
| Closed | The date and time that the case is closed. If the case is 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. |