Create Case

Explanation

This activity is used to create a case by any organizational user. A case is being used to report internal issues as well as external issues regarding any customer related business object that may or may not be included in a support agreement. It is possible to attach/detach documents to the case. Finally the case is either queued to a call center queue or directly dispatch to a respective person.

A new case can be created to the call center by using following procedures.

Using Case option,

  1. Select Case, Customer, Caller, Business Object Type (optional), Support Key (optional), Case Category,Contact Information (optional) , Queue (optional), Assignee (optional)
  2. Select Finish.

Using Case Issue option,

  1. Select Case Issue and select the appropriate Case Issue for the case, Customer, Caller, Support Key (optional), Contact Information (optional) , Queue (optional), Assignee (optional)
  2. Select Finish.

Prerequisites

Severity, priority, category, case type and the case focus must have been entered in the Case Basic Data page    . A customer must have been defined in Enterprise/Customer page. To create a case through a case issue, a case issue must exist in the Case Basic Data/Case Issue page.

System Effects

As a result of this activity, new case will be created.