Enables you to create and maintain different case types. Case types are used to categorise cases, and control who can progress cases and in what order.

Selection

Case Type

Enter the ID of the case type that you want to maintain, or select one from the drop-down list.

If the case type does not exist, a prompt is displayed allowing you to create the new case type.

General

Short Description, Long Description

Enter a short and long description to describe this case type.

Email

Note: The email templates available for selection are the ones associated with the case type via Maintain E-Mail Message Templates.

Case Created: Originator

Enter the ID of the email that you want to send to the originator of the case when a new case is created, or select one from the drop-down list.

Case Created: Going To

Enter the ID of the email that you want to send to the Going To recipient of the case when a new case is created, or select one from the drop-down list.

Status Changed: Originator

Enter the ID of the email that you want to send to the originator of the case when the case status is changed, or select one from the drop-down list.

Going To Changed: Originator

Enter the ID of the email that you want to send to the originator of the case when the Going To recipient of the case is changed, or select one from the drop-down list.

Going To Changed: Going To

Enter the ID of the email that you want to send to the Going To recipient of the case when the Going To recipient of the case is changed, or select one from the drop-down list.

Buttons

Recipients

Click this button to display Maintain Permitted Recipients, where you can specify the individuals (employees and operators), manager reporting levels and user groups who can access cases with this case type.

Route

Click this button to display Maintain Proposed Route, where you can specify the suggested order in which the permitted recipients should progress cases of this type.

Workflow

Click this button to display Workflow Items, where you can attach one or more workflows to this case type to allow cases with this case type to be automatically routed according to a workflow when the case status changes.

MD96S10