Case Categories, Sources, Statuses and Types
All of these options can be reached by going to the Menu option, Setup > Cases.
1. Case categories are used to define logical groupings for cases in the system, to aid in ease of use and assigning. For example: hardware fault, maintenance, servicing etc.
2. Case sources are used to define the origin of the case. For example: email, phone, website etc.
3. Case status will be used to define the current condition of the case. For example: open, engineer booked, awaiting response, closed etc.
4. Case types are another way of grouping similar cases together. For example: system bug, customer wishlist etc.
All of these use the same setup method: simply type the new name in box and click on the
to add it.
These can then be deleted and edited where needed.
Departments
Case Departments are used to group users so that only certain users can see the case, without assigning one specific user to the case.
The Departments drop down is based upon the User Teams within the Menu option, Setup > More > User Teams.
The Users would also need to be assigned to the User team in their User Profile. You can find this drop down under the User Details option.
SLAs
SLAs allow for messages and emails to be automatically sent whenever the value for the specified age type is exceeded.
Age types include:
Case Age - This measures the duration since the case was first opened.
Agent Action Age - This measures the duration since the last agent action.
Client Action Age - This measures the duration since the last client action.
For example: When a case reaches 1 day old an email can then be sent to the user assigned to the case, reminding them to look at the case.
SLAs can be reached by going to Menu option, Setup > Cases > SLA.
Clicking on
will bring up a new window:
Name - Given name of the SLA, e.g. Overdue
Color - This color will be applied to cases in the Case List table when they exceed their SLA Age (useful as a visual aid)
Flag - The number of flags that will be displayed on the Case List table for a case when they exceed their SLA Age (useful as a visual aid)
Priority - The SLA will only be applied to cases matching the specified priority.
Hours - The age (in hours) required for this SLA to take place.
For example:
